Last updated MARCH, 2021
Every GRAV® product is a demonstration of superior craftsmanship and function. We take pride in our quality control and packaging standards, and it’s very rare that a product should arrive broken or damaged. That being said, all things are possible, and in the event that you want to return or exchange an item, please review the guidelines below. Correspondence with our support team will be answered within 2-4 business days.
LEGAL DISCLAIMER: If you think you'll need to return a piece for any reason, contact GRAV immediately and before using it.
BROKEN or DAMAGED ITEMS
If your order arrives broken or damaged, just shoot [email protected] a picture of the item next to your package with the shipping label visible. You have 7 days to report the breakage. Once we’ve had a chance to look it over, we’ll issue a replacement as soon as possible.
LEGAL NOTE: Please dispose of all broken glass carefully and responsibly. GRAV is not liable for any harm inflicted by broken glass products.
If an item or component from your order is missing from the box upon arrival, please email [email protected] with your order number and a description of what’s missing. You have 7 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 USPS or FedEx tracking information shows it was delivered correctly, you'll need to file a claim with the carrier 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 [email protected] to request that.
If you receive something other than what you ordered, just shoot [email protected] a picture of the item next to your package with the shipping label visible. You have 7 days to report an incorrect item. Once the error is confirmed, we’ll issue a replacement as soon as possible.
A defect is anything that interferes with the intended function of the piece, including:
Decals that flake or rub off, have holes, or are severely crooked or malformed
Unusual fragility (If you drop glass on the ground and it breaks, that is not unusual. If the glass is colder than room temperature and you apply high heat from a lighter or torch and the glass breaks, that is not unusual.)
You have 6 months to report a defect in a piece you’ve ordered from GRAV.com. Please email [email protected] 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. GRAV's support staff will determine if your product was defective based on their understanding of GRAV products, glass, and their discretion as to what constitutes normal and intended use.
If you think the defect is solvable and you want to diagnose or resolve the issue yourself, please visit the Product FAQ section of our Support Page for possible solutions.
Most of our products are handblown glass, and some of their dimensions may vary 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.
GRAV PRODUCTS ORDERED FROM OTHER RETAILERS
If you bought a product manufactured by GRAV from another retailer (either a physical store or an online retailer), you can count on GRAV to service any defects. You have 6 months from the time of your purchase to report the defect. Just send [email protected] a photo or video of the defect, proof of purchase, and a picture of your ID (so we can confirm you’re old enough to smoke legally). We’ll issue you a store credit for the value of the piece on GRAV.com. If the piece has been discontinued, we’ll set the store credit to the final sales price of the item before it was discontinued. We do not service claims for product purchased from online marketplaces - Amazon, eBay, CraigsList, etc. - due to the proliferation of knockoffs and counterfeits on those sites and the high number of fraudulent retailers. If you have a claim on a GRAV product purchased from one of these marketplaces, please reach out to your vendor for a resolution. GRAV prohibits our business partners from selling in these spaces, so we don't consider any product purchased there as legitimate, whether or not the product originated with GRAV.