Shipping & Returns Policy
SHIPPING
We offer free ground shipping on all Continental US orders over $75 USD.
We currently ship within the United States including Alaska and Hawaii, and to Canada and Mexico. Customers ordering from outside the US are responsible for any applicable duties, taxes and fees. Orders returned as a result of fee refusal or non will be charged a 15% restocking fee and shipping costs cannot be refunded.
If you would like to order from us and your destination country is currently unavailable, please contact us at support@mota-glass.com and we will do our best to accommodate you.
For your privacy, all packages are shipped discretely in unmarked brown boxes. Packages may include fragile stickers for safe handling, with a return address.
How long does shipping take?
Orders ship within 1-2 business days from Los Angeles, due to ongoing delays as a result of COVID-19, please allow 6-8 business days for shipping.
Orders placed before 2pm PST on regular business days, ship out no later than the end of the following day.
RETURNS & REPLACEMENT POLICY
If for any reason you want to return or exchange an item, please review the guidelines below.
LEGAL DISCLAIMER: Although Cannabis is legal in some states, we cannot receive back any piece that has been used, regardless of what substances with which it was used or whether it has been thoroughly cleaned. If you think you'll need to return a piece for any reason, contact us before using it.
BROKEN OR DAMAGED ITEMS
If your order arrives broken or damaged, please contact support@mota-glass.com with a picture of the item next to your package with the shipping label visible. You have 3 days to report the breakage. Once we’ve had a chance to look it over, we’ll either issue a replacement or offer store credit.
If you broke your piece on accident, please contact support@mota-glass.com for a special one-time discount.
LEGAL NOTE: Please dispose of all broken glass carefully and responsibly. MOTA Glass is not liable for any harm inflicted by broken glass products.
MISSING ITEMS
Smaller items may have shifted during transit. Please check all packaging before throwing it away. If an item or component from your order is missing from the box upon arrival, please email support@mota-glass.com with your order number and a description of what’s missing.
You have 3 days to report a missing item. Once the shortage is confirmed, we’ll issue a replacement as soon as possible.
However, if you're claiming your entire package was never delivered or was stolen from your doorstep and UPS tracking information shows it was delivered correctly, you'll need to file a claim with UPS or submit a police report for stolen mail before we process a replacement.
If you would like your package to be shipped with a signature requirement, please reach out to support@mota-glass.com to request that.
INCORRECT ITEMS
If you receive something other than what you ordered, please contact support@mota-glass.com with a picture of the item next to your package with the shipping label visible.
You have 3 days to report an incorrect item. Once the error is confirmed, we’ll issue a replacement as soon as possible.
DEFECTIVE ITEMS
A defect is anything that interferes with the intended function of the piece, including:
Cracks
Leaks
Wide restrictions
Poorly-fitting joints
Decals that flake or rub off, have holes, or are severely crooked or malformed
Blocked airflow
Unusual fragility (if you drop glass on the ground and it breaks, that is not unusual)
You have 7 days to report a defect in a piece you’ve ordered from mota-glass.com. Please email support@mota-glass.com with your order number and a description of the defect. Depending on the nature of the defect, we may ask you to send us a picture or video. Once the defect is confirmed, we’ll issue you a store credit for the value of the piece.
Some glass item dimensions may vary slightly from unit to unit. Please keep in mind that some minor aesthetic defects fall within our acceptable quality standards and will not be eligible for replacements or refunds.
MOTA GLASS PRODUCTS ARE ONLY AVAILABLE ONLINE AT MOTA-GLASS.COM.