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Orders FAQ

Index

Where can I view my order history?
Can I cancel or make changes to my order?
Where is my order?
Wrong or missing items
Damaged or Defective Books
Why do you ask if my address is a business address?
 

Where can I view my order history?

Your Glasstree order history is accessed from your Account page.

To view your order history:

  • Log into your Glasstree account.
  • Click your user name in the top navigation bar.
  • Click Order History.

 

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Can I cancel or make changes to my order?

Once an order is placed, the files and shipping information are sent to the printer and cannot be cancelled or changed. Please review all information for your order carefully prior to completing the ordering process.

IMPORTANT: Once an order is placed, we cannot make any changes to the source files, shipping address or shipping method. The information is sent to our printers through an automated system. Be sure to carefully review your information prior to placing your order.

 

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Where is my order?

Before we can ship your order, it must be printed. Depending on production capabilities, your book(s) will be printed at the facility nearest to your shipping address. Please carefully review the information in the cart to see the expected date range for delivery of your book.

  • Printed books – Ship in 3-5 business days
  • ebooks – Available for download from the order summary page, the order confirmation email, and also the Account > Order History
We do not offer expedited printing.
 
Shipping times are estimates and not guarantees. They may be affected by factors over which Glasstree has no control, including incorrect delivery addresses, customs delays, and postal delivery restrictions.

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Wrong or Missing Items

If items are missing from your order, it’s important to first check your packing slip. If you don’t find the item(s) on the packing slip, it is possible that a portion of your order was printed at a separate facility or is being shipped in a separate box. Compare the packing slip details to the products you received. If items listed on the slip are not in the package, log into your Glasstree account, go to Order History, and click on the order number in question to see the complete details about the order. Check to see which items have shipped and which haven’t. Items should be separated by shipment.

After reviewing the packing slip and order details, if items appear to be missing please contact Glasstree Support.

 

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Damaged or Defective Books

If your books are damaged or defective, please contact Glasstree Support for assistance. For speedier resolution, please attach photo(s) of the items. If more than one item is affected, please provide a group shot of these items together showing the defect.

Note: Please do not upload any individual images larger than 5 MB, or multiple attachments totaling more than 7 MB. Our system will remove attachments that exceed these size limits and your support request will not be captured.

 

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Why do you ask if my address is a business address?

We want to do our best to get your order to you as quickly as possible.

Depending on the carrier, residential delivery in the USA can run on a different schedule than business delivery. By indicating an address is a business address, you reduce the chance that your package will be returned because the carrier attempted delivery on a weekend.

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