Welcome to Ill Glass!

Frequently Asked Questions

What is Ill Glassworks Return Policy?

Our return policies vary depending on the type of item you'd like to return. For more details about our policies, go to our Returns & Exchanges policy.

When do you restock your products?

We are constantly making new items. As soon as we finish the work the products are uploaded to our website.

Can I pre-purchase or place a hold on a product?

We are not able to hold any products in advance. We follow a strict “First come, first serve” policy.

How do I stay informed on new products?

You can find us on Instagram and FaceBook. We utilize these forms of social media to post announcements on new and returning products that will be added to our site and retailers.

How much does shipping cost and what types of shipping methods are available?

To estimate shipping costs, add your requested item(s) to your shopping cart then select "View Cart". You should then see a summary of the items currently in your shopping cart. Below the summary is our " Shipping Cost Estimator” tool.  By using this tool, you can enter your country and postal code for a listing of estimated shipping costs for your entire purchase.

I cannot complete my transaction because of an “AVS Mismatch” or “Gateway error”. What does this mean?

Ill Glassworks provides our clients with a very strict and secure checkout system to ensure each purchase is authentic and non-fraudulent. If you did not receive an order invoice number, then your attempted transaction was rejected. The " AVS Mismatch" or “Gateway Error" is a direct result of incorrect or mismatched billing information being used to complete the purchase.

What can I do to correct and resolve the “AVS mismatch” or “Gateway error”?

The billing information you enter for your order has to absolutely match the information your credit or debit card company has on file for you.  Street address, phone number and email address have to be perfectly matched for the transaction to go through successfully.  Use only standard abbreviations such as “St, Ter, Ct, Blvd or Ave.”  Any variations in billing information from what your card issuer has on record for your account will be rejected as a failed transaction. Each failed transaction attempt will result in a temporary pending charge to the listed account used. The account will never be charged the pending amount and all pending charges will take up to 24 hours to be released from the account. We highly recommend contacting your Bank or Credit Card Company to confirm all information is accurate before placing your order. If you are required to update your information with your card company, it will take 24 hours for the new billing information to be confirmed in the national database. Wait for 24 hours to place your order after a failed attempt.

Can I have my order shipped to another address other than the one listed on my billing information?

The billing information is only required to authenticate the card being used. If you wish to change the shipping address, just select “ship to another address" option after entering your billing information, during the checkout process. However, if you are using an American Express credit card your order must be shipped to the billing address they have on file. This is a policy that only American Express credit cards require. All other major credit cards can be shipped to a different address besides the billing address.

Does Ill Glassworks price match any other glass distributors?

No, we do not price match for any of our products.

Does Aqua Lab Technologies ship orders on weekends?

No, we only ship orders on Monday through Friday during business hours.

What Merchant Information will I see on my credit card statements when I make purchases from Ill Glassworks?

The card statement will show the merchant information as “Illuzion Glass Works, Inc”.

What if I need to update or change my shipping information?

Please immediately call our customer service department and request to make the necessary correction to the information you provided.

Is it illegal to have glass products shipped to my state?

We leave it to the customer to confirm the legality of receiving glass pipes and accessories in the state where the order will be shipped.

What if my order arrives with broken or damaged product?

Do not throw any of the packing material or boxes away. Please customer service within 24 hours of receiving the item. We will require photos of the damaged box and product in order to facilitate any refund or exchange requests? For more information see our Returns & Exchanges policy.

Does Ill Glassworks accept USED PRODUCTS to be returned or exchanged?

No, we do not accept any used product to be returned for a refund or exchange. We reserve the right to refuse any product that either looks or smells used.

Does Ill Glassworks require a signature for my package upon delivery?

Yes, we have signature requirement for all first time orders. If you would like to waive the signature requirement, and are a returning customer please contact our Customer Care department.

Can I change my order after I’ve made my purchase?

Yes, if your order has not been packaged, we can make changes at no charge. However, if your order has already been packaged, we require a 20% restocking fee for each package we have to reopen.

What if I do not like my item(s) and want to return the items for an exchange?

Typically we accept no returns or exchanges but this is reviewed on a case by case basis. You are responsible for providing the shipping costs to have the exchanged item(s) reshipped to you.

What if I want to cancel my order before it ships? Will there be a fee?

Yes, We require an 18-20% restocking fee for all cancelled orders.

How long does it take for a refund to be returned to my account?

It can take up to 3-5 business days for the refunded amount to be placed in your credit or debit account. Please contact your bank for their policy on this.

Does Ill Glassworks accept PayPal as a form of payment?

Yes, we do accept PayPal as a form of payment. This form of payment can have no notes attached to it and we charge a 3% convenience surcharge on the order total.

Can I provide payment for my order with a money order instead of a credit/debit card?

No, we cannot accept a money order option during the checkout process.

Can I provide payment for my order with a wire transfer or direct deposit?

Yes, we do offer the option to provide payment with a bank account transfer or by directly depositing the amount of your order into our bank account. You can select the wire transfer/direct deposit option during the checkout process.

After you have completed the order, we will include the wire transfer/direct deposit information with the confirmation email. We require all wire transfer/direct deposit payments to be completed within five business days from the date the order was placed.

During your annual sales are you as prompt with processing your orders as you are during the rest of the year?

During our yearly sales, due to the high volume of orders, we require up to five days for processing and completing orders.

Why is my tracking number not working?

Even though your order has been processed, our carriers don’t pick up outgoing shipments until 5:30-6:30 P.M.  Please wait until 7 P.M. MST to check your tracking information.

Is there a restocking fee when returns are made when ordering the wrong size?

Yes, we require a 10% restocking fee for returns made when ordering the wrong sizing on clothing products specifically.



Content Updated October 2017.