You have 14 days from delivery to return most unused production items in original packaging. Used glass cannot be returned — for health and safety reasons, no exceptions. Artists and one-of-a-kind pieces are the final sale. If anything arrives broken, we cover it in full — just report it within 48 hours with photos and keep the packaging.

Returns must be requested within 14 calendar days of delivery and received by us within 10 days of return authorization. Requests after 14 days may be declined or issued as store credit at our discretion.

Transit damage is a separate process with a 48-hour reporting window. See Section 6.

To be eligible for a refund, an item must be:

• Completely unused. No residue, water marks, reclaim, ash, scorching, or torch marks. No heat cycles on a banger or nail.
• Unwashed and free of any cleaning solution or isopropyl residue.
• In original packaging, including the box, sleeve, tube, foam, bag, documentation, and any artist card, signature card, or certificate.
• Complete, with all included downstems, bowls, joints, keck clips, and accessories.

Unboxing and inspecting a piece is fine. Dry-fitting a joint is fine. Anything that has had water, heat, or product through it is used.

The following cannot be returned or exchanged unless they arrive damaged or defective:

• Artist, heady, signed, collaboration, and one-of-a-kind pieces. These are unique works; we cannot restock or resell them as new. Please ask for additional photos, measurements, joint size, or video before you buy — we are happy to provide them.
• Any used glass, banger, nail, bowl, or mouthpiece
• Carb caps, terp pearls, inserts, tips, and any item that contacts the mouth or heated surface, once used
• Cleaning solutions, isopropyl, cotton swabs, screens, papers, and other consumables once opened
• Butane, torches that have been fueled, and other hazardous materials
• Gift cards
• Custom, engraved, or made-to-order items
• Clearance, "final sale," blem, and open-box items so marked
• Any item that cannot be lawfully shipped back to us from your jurisdiction

1. Email support@caliglassco.com with subject line Return Request – Order #[your order number].
2. Include the item, the reason, and photos.
3. We reply within 1–2 business days with a Return Authorization (RA) number and instructions.

This is the one that matters most in this category, so here it is plainly. Every shipment we send is insured.

1. Keep everything — the outer box, all packing material, and every fragment.
2. Photograph the unopened box, the opened box, the packing material, the shipping label, and the damage.
3. Email us within 48 hours of delivery with your order number and photos.

We will file the carrier claim and, at your option, replace the item or refund you in full including shipping. You will not be asked to pay return shipping, and in most cases we will not ask you to ship broken glass back at all.

One-of-a-kind pieces destroyed in transit are refunded in full, since a replacement does not exist.

Report within 3 calendar days of delivery with photos. We will make it right at no cost — replacement or full refund, plus a prepaid return label where a return is needed.

Note that handmade glass varies. Color shifting, minor bubbles, slight asymmetry, variation in work lines, and small differences from the listing photo are characteristics of hand-blown glass, not defects. Where a piece is genuinely different from what was represented, we will make it right.

Manufacturing defects — a cracked seam, a failed weld, a joint that will not seat, a leaking percolator, a torch that will not ignite out of the box — are covered for 14 days from delivery for a replacement or full refund.

Where a product carries a manufacturer's warranty, that warranty is administered by the manufacturer and may extend beyond our 14-day window. We will identify the right warranty channel and help you file, but the manufacturer makes the final determination.

Not covered: breakage from dropping, knocking over, or transport; thermal shock and cracking from improper heating, cold water, or torching; chips from striking a hard surface; stress fractures from over-tightened joints; damage from harsh cleaning or dishwasher use; lost or broken downstems, bowls, and accessories after use; normal cosmetic wear.

Glass is glass. Treat a $700 rig like a $700 rig.

The fastest route is a refund plus a new order, which avoids waiting on stock. For a direct exchange, note it in your return request and we will hold the replacement where inventory allows. Price differences are charged or refunded accordingly. Artists and one-of-a-kind pieces cannot be exchanged.

• Issued to the original payment method only.
• Inspection and processing takes 3–5 business days after we receive the return.
• Your bank typically posts within 5–10 business days after that, which is outside our control.
• Original shipping is non-refundable except where we sent the wrong item or the item arrived damaged or defective.
• Return shipping is your cost on change-of-mind returns.
• Discounts, promotions, and free-shipping thresholds are recalculated on partial returns. If a return drops the order below a promotional threshold, that benefit's value is deducted from the refund.

Email us immediately with your order number. We can usually cancel or modify before the piece is packed. Once it has a tracking number, treat it as a return under Section 5.

If a production item you bought at full price goes on sale within 7 days, contact us for the difference as store credit. One adjustment per item. Excludes clearance, flash sales, bundles, and artist pieces.

We reserve the right to refuse returns, cancel orders, or close accounts for return abuse — including returns of used glass as new, serial breakage claims, and returns of items not purchased from us.

Please contact us before filing a chargeback. Nearly everything is fixable in one email. Chargebacks filed without contacting us, or on orders with a confirmed adult signature at delivery, will be disputed with tracking, signature records, and order documentation, and may result in account closure.

Email: support@caliglassco.com
Phone: (925) 587-8178
Returns address: provided with your Return Authorization
Business address: 9150 Alcosta Blvd, Ste E, San Ramon, CA 94583