Frequently Asked Questions

How can I recover a forgotten password?

Your password can be reset by following the instructions on this link {insert link}. Or you can click My Accounts on the navigation bar and click “Lost Your Password?”.

What do I do if my piece arrives broken?

We package all orders using a proprietary system we’ve developed to prevent 99.9% of breakage during shipping. However, no one’s perfect, and mistakes may rarely occur. In the unlikely event that your item arrives broken, DO NOT throw away the box or packing materials. We will need CLEAR photos of the broken items as well as the box in order to file a claim with the shipping provider (USPS, FedEx).

Contact us and fill out the information explaining what happened and someone will respond within 1-2 business days.

Can I still return if I use the item I purchased?

No, under no circumstance can a used item be returned. So if you’re planning on returning a product, leave it in the box and return it unused.

Are the products on this site authentic?

Every item on this website is 100% authentic, but you should be aware of counterfeit products on other sites. Most pieces are acquired directly from the artist and are signed at the bottom.

My order never arrived. What do I do?

First, check the tracking. If it’s still in transit, just wait until they deliver it. If it says “Delivered” and it hasn’t arrived, please contact your post office with the tracking number.

What will my package look like?

Your package will arrive in a brown or white box. More valuable items will have FRAGILE stickers on them. The box will not say All in One Glass Gallery anywhere but inside.

Can I have my order shipped to another address other than the one listed on my billing information?

Yes. The billing address is only used to verify the credit card information. However, we may request ID verification if the order is going to a different name than the one on the credit card in order to prevent fraudulent orders with stolen credit cards, as well as underage orders.

If you use an American Express card to pay, your order MUST be sent to the billing address. This is only for orders paid via American Express.

Does All In One Online Glass Gallery price match any other glass distributors?

Yes! We take pride in offering the best prices in the industry. If at any time you find one of our products cheaper somewhere else, let us know and we’ll beat their price by 5%.

If you use an American Express card to pay, your order MUST be sent to the billing address. This is only for orders paid via American Express.

What if I need to update or change my shipping information?

Contact us by phone or email ASAP. Once your order is shipped the destination cannot be changed.

Do you accept Paypal?

No, we do not accept Paypal.

What if I choose to cancel my order?

Contact us by phone or email ASAP. Once your order is shipped it will need to be returned view our return policy.

What is your Privacy Policy?

We do not share your information with anyone, ever. Read our Privacy Policy.

How do I return my product?

You may return UNUSED products within 7 days or your purchase if they do not meet your requirement. Carefully package your items the same way they arrived. Be sure that all glass items are completely surrounded and cocooned with bubble wrap and packing peanuts. In the event a return comes back to us broken, no refund will be issued until a USPS claim is filed and paid out.

I received the wrong product.

If you received the wrong product(s), give us a call within 48 hours of receiving your package. DO NOT USE THE ITEMS. If you use the items, we cannot replace them. Once you contact us, our team will decide whether to issue a return shipping label and have you send the item back, or let you keep it and send you the correct item.

Can I change my order after I've made my purchase?

Yes, but only before it is packed. If you need to make a change to your order, contact us immediately by phone or email. Once your order is packed it cannot be changed.

Are the photos the actual pipes for sale?

All of our photos are taken of actual products from our inventory. Please understand that all of our products are hand made by human artists, and as such may have minor variations in size, shape, or color from the ones pictured. Any variations are minimal, aesthetic, and will never affect functionality. If one of our manufactures changes a product enough that it’s very different from the previous ones, we will take new photos and edit the product listing.

How can I find out correct size information I need for a particular product I want to purchase?

Every product has a little chart explaining Joint Type and Height right next to the image (or below the image on mobile devices). If you have any questions about sizing, do not hesitate to contact us. Our team will be glad to help.