Frequently Asked Questions
Are all UrbanGlass products made in your studios?
The majority of artists in our store do make their work in our studios but we are also striving to represent the variety of the larger glass community which includes national and international artists as well.
Can UrbanGlass repair my broken glass item?
If you have purchased your item at UrbanGlass, we may be able to reach out to the artist that made the item, but with no guarantees. We do not do repairs of other artists' work but we are happy to work with you to replace your broken item through our Atelier Program for custom work. Find more information HERE.
Does UrbanGlass ship internationally?
We currently do not ship internationally through our website, but if you email us at firstname.lastname@example.org with your name, mailing address, and a contact number we can be in touch about a shipping estimate to your location. UrbanGlass is not responsible for duty fees or taxes incurred at border entry.
Why have I seen an increase in shipping prices?Our e-commerce platform uses Shopify to complete orders and UPS to ship, unless otherwise indicated. UPS has increased their ground shipping costs by 4.5% as of April 11, 2021.
What is the UrbanGlass Exchange Policy?
Our policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately we can’t offer you an exchange or store credit. To be eligible for an exchange or store credit, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
Several types of goods are exempt from being exchanged. Goods such as food, plants or magazines cannot be returned.
To complete your exchange, we require a receipt or proof of purchase.
Please do not send your purchase back to the manufacturer.
Exchanges (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
Sale items (if applicable)
Only regular priced items may be exchanged, unfortunately sale items cannot be refunded.
Shipping an exchange-
To exchange your product, you should mail your product to:
647 Fulton Street Brooklyn NY 11217
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund. Depending on where you live, the time it may take for your exchanged product to reach you, may vary.
If you are shipping an item over $75, you should consider using a track-able shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.