Frequently Asked Questions
HOW MUCH IS SHIPPING?
The cost of shipping is calculated for orders less than $25. Orders at $25 or more is free via ground shipping.
WHEN WILL MY ORDER SHIP?
WE ARE STILL SHIPPING OUR IN-STOCK ITEMS DURING THE COVID-19 CRISIS. If your order is placed before 12pm PST during a normal business day, it’s shipped the same day. Orders placed after 12pm pst will ship the next business day, unless otherwise stated on our website.
HOW DO I KNOW IF MY ORDER HAS SHIPPED?
You can sign into your account to track your order. If you elected to receive updates via SMS, check your messages to view the latest update. As always, you can call us during business hours to request the status of your order.
WHAT WILL MY PACKAGE LOOK LIKE WHEN I RECEIVE IT?
Not to worry- we take your privacy seriously. Your item(s) are packaged in a standard brown cardboard box with a sender address indicated as CB Summers.
WHICH SHIPPING COMPANY DO YOU USE?
We use USPS or FedEx ground because of the high level of service we receive from our shipping location.
WHERE DOES MY ORDER SHIP FROM?
Your order will ship from our warehouse in Oakland, California.
WHERE DO YOU SHIP TO?
We ship to U.S. addresses only.
DO YOU REQUIRE A SIGNATURE ON YOUR PACKAGES?
An ADULT signature is required on any order because our products are strictly prohibited to underage persons. We also take credit card fraud seriously.
CAN I UPDATE OR CHANGE MY SHIPPING INFORMATION AFTER I ORDER?
Orders go out very quickly, but there may be a chance to change your address if you call us at 833-420-9900 BEFORE 12pm pst on the day your order was placed. If your order already shipped, the ship-to address cannot be changed.
WHAT ARE YOUR METHODS OF PAYMENT?
We accept: Visa, Discover, Mastercard, and American Express, Discover Card, and Apple Pay. We unfortunately do not accept PayPal or Amazon payments due restrictions what product categories they accept.
WHAT WILL BE DISPLAYED ON MY CREDIT CARD STATEMENT WHEN I PLACE AN ORDER FROM YOU?
Your credit card statement will read "CB SUMMERS.”
WILL SALES TAX BE CHARGED?
Sales tax will be charged for orders going to California.
CAN MY ORDER BE CANCELLED?
If your order has not shipped, we can certainly cancel it. Just give us a call at 833-420-9900.
WHEN WILL MY REFUND CREDIT APPEAR ON MY ACCOUNT?
A refund should post to your account within 7 business days, depending upon you bank’s policies.
WHAT IS YOUR RETURN POLICY?
If your item(s) were received damaged, or if you would like to return your UNUSED item(s) for a refund or exchange, please email or call us within 15 days of receiving your package. For more information, please view our Refund/Return Policy.
For items that were received as broken/damaged:
In the unlikely event your product(s) arrived damaged, please take clear photos of the damaged item(s,) box and packing material so that we can file a claim with the shipping company. Email the photos to firstname.lastname@example.org WITHIN 15 DAYS upon receiving your package. Thereafter, we may either email you a return label to ship back the entire package, or we may ask you to trash the package. Either way, a replacement will be sent to you at no additional cost.
For incorrectly-shipped items:
Oops! Mistakes do happen, though during the rare instance when this may occur, we will email you a return label. Please send the unused products in the same packaging within 15 days upon receiving it and we’ll send you the products that you originally ordered. If you used the item(s,) we cannot replace them.
Send us an email or call us within 15 days upon receiving your package to let us know that you would like a refund for your UNUSED item(s.) Once your return is received and inspected, we will send you an email to notify you that we have received your returned item(s.) We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within seven days. Approval is contingent upon determining whether it is the correct product that was returned, whether they were damaged during the customer’s possession, and/or whether the item(s) were used.
ARE THE PHOTOS THAT I SEE ON THE WEBSITE EXACTLY WHAT I’LL RECEIVE?
Every single photo on batkountry.com is taken by Bat Kountry staff, and the products are from our own inventory. We’ve also taken average dimensions of our products so that you’ll know what to expect. Please keep in mind that the products are handmade by skilled glass artists. Therefore, dimensions, colors and shape will vary to a certain degree. However, these variations will not negatively impact the products’ intended use and function.
WHEN WILL OUT OF STOCK ITEMS BE AVAILABLE?
Products are typically restocked every two weeks, and others may take longer due to our suppliers’ availability. We’ll make every effort to keep your favorite items in stock. If you notice an out-of-stock item that you really want, please give us a call or email us!