Shipping policy

SHIPPING POLICY

ORDER PROCESSING
Orders are generally processed within 1–3 business days from the date of purchase, excluding weekends and public holidays. Processing time is separate from shipping transit time.

You will receive an order confirmation after purchase and a separate shipping confirmation with tracking once your order ships. If you don't receive a confirmation within 24 hours, check your spam folder before contacting us.

DELIVERY TIMEFRAMES
For orders shipped to the United States and Canada, standard delivery is generally estimated at 6–12 business days from the date of shipment.

These are estimated transit times and are not guaranteed delivery dates. Delivery may be affected by carrier delays, weather, customs processing, remote locations, or incorrect addresses supplied by the customer.

HOLIDAY ORDERS
Carrier volumes increase significantly during holiday periods, which can extend delivery times. We recommend ordering early if your Memory Glow is intended as a gift for a specific date. We cannot guarantee delivery by any specific holiday or event date. Your order remains fully covered by our 30-Day Guarantee from the confirmed delivery date.

SHIPPING RATES
Shipping rates and eligibility are displayed at checkout before purchase is completed.

TRACKING
Tracking information will be sent to the email provided at checkout once your shipment has been processed. Please allow up to 48 hours after your shipping confirmation for tracking to begin updating.

If tracking has not updated in 5 business days, contact us at support@glaceofficial.store with your order number in the subject line.

DELIVERED BUT NOT RECEIVED
If tracking shows your package as delivered but you cannot locate it:
1. Wait 24–48 hours — carriers occasionally mark shipments as delivered slightly early
2. Check all delivery locations including mailbox, front door, side entrance, parcel locker, and building reception
3. Ask household members, neighbours, or building management
4. Contact the carrier directly using your tracking number
5. If still missing after 48 hours, contact us at support@glaceofficial.store

Carrier delivery confirmation may be used as evidence that an order reached the delivery address. Nothing in this policy eliminates rights provided by applicable consumer law for goods not actually delivered.

INCORRECT OR INCOMPLETE ADDRESSES
You are responsible for reviewing your shipping information before submitting your order. Contact us immediately at support@glaceofficial.store if you notice an error. We will attempt to correct it if fulfillment has not begun but cannot guarantee changes after an order enters processing.

Once an order has shipped, address changes are generally not possible. Where an order cannot be delivered due to a customer-supplied address error, any reshipment or refund will be handled based on the circumstances and applicable law.

DAMAGED IN TRANSIT
If your order arrives damaged, photograph the outer packaging, shipping label, internal packaging, and the damaged product, then contact us within 7 days of confirmed delivery at support@glaceofficial.store with your order number in the subject line.

If we confirm shipping damage for which we are responsible, we will provide a replacement or refund at no cost to you.

INCORRECT ORDERS
If you receive the wrong product, contact us within 7 days of delivery with your order number, a description of what you received, and clear photographs. We will correct confirmed fulfillment errors at no cost to you.

THE 30-DAY GUARANTEE & DELIVERY DATE
The 30-day period under our Money-Back Guarantee begins on the confirmed delivery date, not the purchase date. Shipping delays before confirmed delivery do not reduce your 30-day window.

CONTACT
Email: support@glaceofficial.store
Always include your order number in the subject line.
Response time: 24–48 business hours.