Shipping & Returns Policy
Last Updated: September 22, 2025
This Shipping & Returns Policy explains how Glow Surfaces (“Glow Surfaces,” “we,” “our,” “us”) handles deliveries, returns, and refunds for photoluminescent aggregates and related accessories. It aligns with the general approach used by Resin Rock LLC while reflecting Glow Surfaces’ product realities (sealed bags, batch color/brightness, moisture sensitivity).
1) Shipping & Delivery
1.1 Delivery Area
We ship throughout the United States. For international deliveries, please contact us for a custom shipping quote before ordering.
1.2 Delivery Charges
Shipping costs are calculated at checkout based on order size, weight, and destination.
Bulk or palletized orders (e.g., multiple cases of Glow Rock) may require dedicated freight or liftgate services quoted separately.
Shipping fees are non-refundable unless the error is ours.
1.3 Dispatch & Lead Times
Standard stock items are typically dispatched within 2–5 business days after order confirmation.
Larger or special-order products may require longer processing; estimated lead times will be confirmed at checkout.
During peak demand or production windows, shipping times may extend—please order early for time-sensitive projects.
1.4 Delivery Responsibility
Deliveries are curbside or to the nearest safe access point.
Customers must ensure safe access for delivery trucks; failed deliveries due to restricted access may incur re-delivery charges.
Risk of loss or damage transfers to the customer upon delivery. Title to goods passes to you when full payment is received.
1.5 Delivery Inspection
Inspect all shipments immediately upon delivery. Report any damages, shortages, or incorrect items within 48 hours with photos and your order number. Claims submitted after this window may not be accepted.
2) Product Care & Storage (Glow-Specific)
To maintain long-term glow performance, keep bags sealed and stored in a cool, dry place away from moisture prior to installation. Avoid exposure to solvents or contaminants. Once opened, bags must be used promptly and cannot be resold as new.
3) Returns
3.1 Non-Returnable Items
Due to the nature of our products and quality control requirements, the following are non-returnable once dispatched:
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Glow Rock / photoluminescent aggregates (any bag size)
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Custom color blends or made-to-order mixes
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Consumables that cannot be verified as factory-sealed and unused (e.g., opened or resealed bags)
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Any product exposed to moisture or environmental contamination after delivery
3.2 Returnable Items
The following may be returned within 14 days of receipt if unused, factory-sealed, in original packaging, and in resalable condition:
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Tools
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Accessories
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Merchandise (e.g., apparel, promotional items)
3.3 Return Process
Email us with your order number, photos (if applicable), and reason for return.
Do not ship items back without prior approval—unauthorized returns will be refused.
Customers are responsible for return shipping costs unless the item is defective or incorrectly supplied.
4) Refunds
4.1 Refund Eligibility
Refunds are available for approved, returned items that meet Section 3.2 conditions.
4.2 Refund Method
Refunds are issued to the original payment method only.
Shipping charges are non-refundable unless the error is ours.
4.3 Refund Timeframe
After inspection of your return, we will confirm approval or rejection. Approved refunds are processed within 7 business days.
5) Cancellations
5.1 Consumers (Individual Customers)
Orders may be cancelled within 24 hours of purchase if the order has not yet been dispatched.
Custom-made items or perishable stock allocations (e.g., batch-reserved Glow Rock) cannot be cancelled once processing has begun.
5.2 Business Customers (B2B)
All business orders are final unless otherwise agreed in writing.
Special-order or non-stock items are strictly non-cancellable.
6) Damages, Missing, or Incorrect Items
Notify us within 48 hours of delivery with photos and order details if items arrive damaged, defective, or incorrect. We’ll arrange a replacement, credit, or refund where appropriate. For suspected lost shipments, contact us promptly so we can investigate with the carrier.
7) Color, Particle Size & Batch Variation
Glow Surfaces uses high-quality photoluminescent aggregates. Minor variations in stone color, particle size, and glow intensity can occur between batches and are considered normal. If you need batch consistency across large projects, please order all required material in a single purchase.
8) Contact Us
For questions about shipping, returns, or refunds, please contact:
Glow Surfaces Customer Support