1. Order Processing

• Processing Time:
  Most orders are processed within 1-3 business days after payment confirmation.
  • Customized items (e.g., engraved products) may require an additional 1-2 business days.
  • During peak seasons (e.g., holidays), processing times may extend up to 5 business days.
• Order Confirmation:
  You will receive a confirmation email with tracking details once your order is shipped.

2. Shipping Methods & Costs

All orders are shipped via DHL Express. Shipping options and costs are as follows:

• Expedited Shipping:
  • Orders placed after 3:00 PM CT will ship the following business day.
  • All expedited orders require a valid U.S. address.

3. Shipping Address Changes

Delivery Address Updates:
If you need to update your shipping address, please contact Customer Support within 24 hours of placing your order. We will do our best to accommodate your request. However, once the order has been processed and shipped, address changes cannot be guaranteed.

Important Notes:

• For security reasons, orders over $600 may require additional verification before address changes can be made.
• If your order has already shipped, you may need to contact the carrier directly to request address modifications, subject to carrier policies.

Customer Support Contact:
For assistance, reach out to [email protected] or call +49 163 1180836.

4. Delivery & Tracking

• Tracking Information:
  A tracking number will be sent via email once your order is shipped.
• Delivery Requirements:
  • Ensure your address includes correct abbreviations, apartment/suite numbers, and other details to avoid delays.

  • Glowisse is not responsible for packages marked as delivered but later reported as undelivered or stolen.

• Delivery Timeline:
  • Total delivery time is 3-7 business days (processing + transit).
  • Holidays or carrier delays may extend timelines. We do not ship on weekends or holidays.

5. Responsibility & Claims

• Lost/Stolen Packages:
  

  Glowisse is not liable for lost or stolen packages. We recommend using trackable shipping (DHL Express) for security.

• Damaged/Incorrect Orders:
  • Report issues within 5 business days of delivery.
  • Provide photos of the damage or error to initiate a claim.
• Long Delays:
  • If your order is delayed beyond 60 calendar days, contact us for a refund or reshipment.
  • We are not responsible for delays caused by incorrect addresses.

6. Taxes & Fees

• Sales Tax:
  All taxes are included in the product price. You will not be charged additional taxes.
• Customs Duties:
  International orders (if applicable) are the customer’s responsibility.

7. Policy Updates