Customer Help
Our happiness team is always here to assist.
Common purchase queries answered
Orders and Shipping
How long does it take for me to receive my order?
Standard orders placed on business days before 2 PM EST will typically ship out the same day. Once your order ships, you’ll receive a shipment confirmation email with carrier tracking information so you can follow its progress. For standard shipping, please allow 3-7 business days for orders to arrive after they ship out. We’ll do our best to get your purchase delivered to you as quickly as possible!
Please note that during peak seasons or unforeseen circumstances like severe weather, there may be delays of up to 15 days. We will always keep you informed of any changes to expected delivery timelines. Let us know if you need an expedited shipping option – we offer faster delivery for an additional cost.
To create an account on Gluora’s website, simply navigate to the “My Account” page and click on “Register”. You’ll be able to enter your name, email address, and create a password.
Registering for an account makes future purchases faster since your information will be stored. It also allows you to view order history, save your shipping addresses, and manage any subscriptions or alerts.
We’ll keep your account information secure and will never share it without your permission, as detailed in our Privacy Policy. Please feel free to reach out if you have any other questions about creating an account!
How do I change my shipping address?
To update the shipping address on your Gluora account, please follow these steps:
1. Log into your account and click on “My Account”
2. Under “Account Details”, click on “My Addresses”
3. Here you will see any addresses you have saved. Click “Edit” next to the address you want to update.
4. Make any changes needed to the address and click “Save Address” when finished.
You can also add new shipping addresses anytime and mark them as your default. We’ll automatically update your information so future orders ship to the new address.
Let us know if you have any trouble updating your account shipping address. Our customer service team is always here to help out!
How do I track the status of my order?
Once your order is shipped from Gluora, you’ll receive an email with carrier tracking information that allows you to follow its progress.
To track your order status:
- Log into your Gluora account and go to “My Orders”
- Locate the order and click on the tracking number/link
- This will take you to the carrier’s website, where you can see the latest tracking updates
Alternatively, you can go directly to the shipping carrier’s website and enter the tracking number to check status.
Tracking will show where your package is in transit and the scheduled delivery date. Let us know if you have any issues tracking your order – we’re happy to look into it and make sure your shipment arrives on time!
Will you keep my credit card information on file?
For your security, Gluora does not store or retain full credit card information after your purchase is completed.
When you check out, your credit card number, CVV code, and expiration date are encrypted and transmitted securely to our payment processor. This information is not accessible to or stored on the Gluora website.
However, for convenience the last 4 digits of your card, card type, and expiration date may be saved to your account for faster checkout on future purchases. You can remove this saved payment method anytime in your account settings.
Rest assured, keeping your financial information secure is extremely important to us. We utilize top security measures and comply with all payment data regulations to protect your data and privacy. Please reach out if you have any other questions!
Yes, Gluora charges sales tax on orders shipped to destinations where we have a sales tax nexus. The rate charged will depend on the state and locality of the shipping address.
When going through checkout, the total tax will be calculated based on the specific shipment destination and added to the order subtotal. You’ll be able to see a tax breakdown for your order.
For certain exempt tax statuses like resale licenses or nonprofit organizations, we may not have to charge sales tax if you submit exemption documentation. Please contact our customer service team to provide any tax exemption forms.
If you have any other questions about sales tax charged on your purchases, feel free to reach out. We’re happy to explain the taxes applicable to your specific situation!
According to Gluora’s shipping policy, we currently only ship to addresses within the United States and Canada.
We hope to expand our shipping capabilities to reach more international customers soon! Rest assured we are actively working on making more delivery options available as the business continues growing.
For now, we sincerely apologize that we cannot fulfill orders outside of the US and Canada. Please let us know if you have any other questions and we’ll be glad to explain our shipping policies in more detail.
Will my items come in one package?
For most orders, all the items purchased on Gluora will be shipped together in one package. However, there are a few circumstances when your order may arrive in multiple shipments:
– If one or more items in your order are shipping from different locations or warehouses, they may come separately.
– For oversized or heavy items, we sometimes have to ship in multiple boxes.
– If part of your order is delayed due to an item being backordered, the available items will be shipped first.
When checking out, we’ll let you know if any items require separate shipment. You’ll receive individual tracking information for each package as they are sent out.
Please reach out to our customer service team if you have any other questions about split shipments! We want to make sure you’re fully informed about when and how your purchases will arrive.
If you need to swap an item
Returns and Exchanges
According to Gluora’s returns policy, you may return any unused and unopened items within 15 days of delivery for a full refund.
To be eligible for a return, items must be in original packaging and in the same condition as when received. Customers are responsible for return shipping costs.
Once we receive your return at our warehouse, it will be inspected and processed. Approved refunds are usually issued within 5-15 business days back to the original payment method.
Please refer to the full Returns & Refunds policy on our website for complete details and instructions on how to return items. Let us know if you have any other questions! We want to ensure you are completely satisfied with your purchase.
We apologize for the mistake! If you received an incorrect or different item than what you ordered from Gluora, please contact our customer service team promptly so we can make it right.
The fastest way to get the issue resolved is to email support@gluora.com . Let us know the order details along with the item(s) you received incorrectly.
In most cases, we will arrange for you to ship the incorrect item back to us and will send the proper item out to you right away. We will cover all return shipping costs and send you a prepaid return label.
Alternatively, if you prefer we can process a full refund for the item(s). Just let our team know how you would like us to remedy the situation and we’ll take care of it! Thanks for your patience and understanding.
We sincerely apologize that you received a damaged item from your Gluora order. Please contact our customer service team as soon as possible and provide photos showing the damage or defects.
We will evaluate the situation and come up with the best solution. In most cases, we will arrange to ship a replacement item out to you at no additional cost. We’ll also provide a prepaid return label so you can send the damaged goods back once the replacement arrives.
If the item is no longer available for exchange, we will process a full refund back to your original payment method right away. Please hold onto the damaged goods until the return process is finalized.
Thank you for your patience and for reaching out about this issue. At Gluora, we stand behind our products 100% and will make it right if anything is not up to standard. Please let us know if you have any other questions!
Where should I mail my authorized return?
To return an item to Gluora per our returns policy, please contact the support team on Support@gluora.com and share your issue with photos or a short video. Then they will assist you further.
Important notes for returns:
– All items must have an Return Merchandise Authorization (RMA) number, which you can request by contacting our customer service team. Please write this on the outside of the return package.
– Returns must be postmarked within 30 days of delivery.
– Include a copy of your packing slip or order confirmation email inside the package.
– Use a trackable shipping service with insurance for valuable items. We cannot be responsible for lost return packages.
– Return shipping charges are the responsibility of the customer.
Once we receive and inspect your return at our warehouse, refund processing will begin promptly for approved exchanges. Let us know if you have any other questions!
How do I receive customer support?
There are a few ways to get in touch with Gluora’s customer support team:
– Email: Email us anytime at support@gluora.com. This is generally the fastest way to get help.
– Live Chat: Chat with a support agent in real-time on our website during business hours. Look for the chat icon on the bottom right.
When contacting us, please provide your order number, email address, or phone number associated with your account so we can quickly access your information. Let us know how we can help!
The Gluora support team is available 7 days a week to answer any questions, troubleshoot issues, assist with returns or exchanges, and make sure you have an excellent shopping experience.
What do I do if I entered an incorrect shipping address?
If you realized you entered an incorrect shipping address for your Gluora order, please contact our customer support team immediately so we can attempt to correct it before your order ships out.
You can reach us by email at support@gluora.com . Let us know your order number and the correct shipping address that should have been used.
If your order has already left our facility, unfortunately the address cannot be changed mid-shipment. In that case, we recommend contacting the shipping carrier to see if they can redirect it for you.
We apologize for any inconvenience caused by the shipping mishap. Please let our team know if we can provide any further assistance getting this resolved for you!
Can I change or cancel an order after I’ve submitted it?
Unfortunately once an order is submitted on the Gluora website, it cannot be changed or cancelled. Our ordering system begins processing and fulfilling orders quickly after they are placed.
However, there are a couple options if you need to make adjustments to your order:
– If you just realized you forgot an item, you can place a new, separate order for the additional product(s).
– If you need to update shipping address or other order details, contact us immediately at support@gluora.com and we’ll try to intercept it before shipment.
– If the order has already shipped, you can return/exchange any unwanted items per our returns policy within 15 days.
– For a complete cancellation, you can request a refund after receiving your delivery. There may be some deduction for return shipping costs.
Please reach out to our customer service team for assistance adjusting or cancelling orders – we’re happy to help within the limits of our ordering system and policies. We apologize that orders cannot be modified directly once submitted. Please let us know if you have any other questions!
Can I pre-order an item that is sold out?
Currently Gluora does not offer pre-orders or backordering of out-of-stock items. Our inventory changes frequently based on availability from suppliers.
However, there are a couple options we recommend if you’re looking for a sold out product:
– Join our email list – we’ll notify you as soon as the item comes back in stock so you can purchase it before it sells out again.
– Setup in-stock alerts – in your account, you can opt-in to receive an automatic email when particular products become available again.
– Check back frequently – we get new inventory shipments daily, so an item may replenish sooner than expected.
– Consider similar items – our team is happy to recommend comparable products that are currently available.
While we don’t take pre-orders at this time, we hope these tips help you get your hands on popular sold out gear! Let our customer service team know if you have any other questions.