Refund and Returns Policy

Order Cancellation

Orders can only be cancelled before they are shipped.

If you request a cancellation after the order has shipped, we may attempt to request a carrier intercept. Please note that:

  • Carrier interception is not guaranteed
  • Any interception or return fees($5-$10) charged by the carrier will be deducted from the refund.

If the package cannot be intercepted, you may still return the item after delivery according to our Return Policy.

Conditions for Returns

  • Items must not be used. Any used items returned will be discarded and no refund will be issued. There are no exceptions—if a product has been used, it cannot be refunded.
  • Items damaged due to customer misuse are not eligible for return or refund.
  • All packaging, accessories, and included components must be returned intact.
  • Shipping fees $9.99 are non-refundable. If your order qualified for free shipping, your refund will be reduced a flat fee of $9.99.

Damaged, Defective, or Missing Items

At CaliOtter Glass, every order is carefully inspected before leaving our warehouse. However, if your package arrives damaged, broken, or is not delivered, you must notify us within 48 hours of delivery. Reports made after this timeframe may not be eligible for replacement or credit.

  • Damaged/Defective Items: If your item arrives damaged or defective, please contact us within 48 hours and provide proof of the issue (such as photos). Once approved, CaliOtter Glass will cover the return shipping costs for faulty items. Refunds or replacements will be issued once the product is returned and inspected.
  • Missing Items: Any missing items must also be reported within 48 hours of delivery. Our support team will investigate with our warehouse team to confirm if the item was left out.
  • Lost Packages: In the case of lost or undelivered packages, CaliOtter Glass will issue a replacement only, not a refund. In rare or extensive cases, a refund may be issued at our sole discretion.

Imperfection Warning

Many of our products are handmade or hand-blown glass items. As a result, slight imperfections such as minor air bubbles, small color variations, asymmetric percolators, or variations in size may occur. These characteristics are natural to the manufacturing process and are not considered defects. CaliOtter Glass is not responsible for such variations. If you are unsatisfied with these imperfections, you may still return the product, but return shipping charges will be deducted from your refund.

Incorrect Items Received

Although we take great care in fulfilling every order, mistakes can sometimes happen. If you receive the wrong product(s), CaliOtter Glass will gladly replace them with the correct items at no cost to you.

To begin the process, simply contact our customer service team and provide your Order ID# along with details of the incorrect item(s). We will send you a pre-paid shipping label to return the incorrect product. Once we receive the item(s) back at our warehouse, your correct replacement will be shipped out within 48 business hours.