Refund & Returns

All sales final — no refunds Free replacement if we sent the wrong item 30 days → free replacement if it never arrives

We would rather put that at the very top than bury it. Two situations get a free replacement, and there is nothing to send back in either. Everything else is final, so the checklist below is worth working through before you order rather than after.

Before you order — the two-minute checklist

  1. Read the full description, not just the title. All sales are final and we do not offer refunds, so this is the step that protects you.
  2. Check every photo. Dimensions, finish and included parts are all shown.
  3. Check the size or model you have selected. Once an order is placed the costs behind it are already committed — that is the trade that keeps our pricing where it is.
  4. Anything unclear? Ask us first. We would far rather answer a question than have you receive something that was never right for you.

We sent you the wrong thing

“Wrong item” means what arrived is a completely different product from the one shown on our website. The test is identity, not impression.

Replaced free
  • You ordered a reformer and received a set of resistance bands.
  • You ordered a reformer and received a yoga mat.
Not replaced
  • You received the reformer you ordered but feel the springs are lighter than you expected.
  • You ordered leggings in medium and feel the pair you received runs small.

We work to put everything a buying decision needs onto the product page — dimensions, resistance, materials, sizing — precisely so nobody has to guess. If what arrived is the product you ordered, it is not a wrong-item claim, even if it did not match the picture in your head.

How to claim a replacement

  1. Take three photos, from three different angles. This is what lets us expedite your replacement, so please do not skip it.
  2. Email them to us with your order number. One message, everything attached.
  3. We raise the replacement at the same shipping speed you originally paid for. You do not pay again.
  4. Keep what was sent to you. Once a replacement is approved there is nothing to return.

Start a claim

It never arrived

  1. Count 30 days from purchase. That is the threshold for a free replacement.
  2. Check your tracking status first. If it shows as delivered, skip to the next section — that case is handled differently.
  3. Email us. We raise a replacement at the same shipping speed as your original order.

One exception. This does not apply to shipments the carrier has already marked as delivered — a USPS or Canada Post tracking page showing “delivered”, for example.

Tracking says delivered, but nothing came

  1. Contact your local post office first. Once a carrier records a parcel as delivered, that carrier holds the delivery record. They are the only ones who can trace where it was actually left.
  2. Check with neighbours and around the property. Carriers leave parcels in safe places more often than they note it.
  3. Tell us how you get on. We would far rather hear from you than not.

Looking for delivery timings?

Dispatch windows, delivery windows and what happens when a parcel runs late are all on the shipping & delivery page.

Worked through the list?

Email us with your order number, the address you checked out with, and your photos if there is something to see. We reply within one business day, Monday to Friday, 9–5 Eastern.

support@tryglossy.com

Shipping & delivery • Contact us

Nia Okonkwo — Customer Experience Lead, Glossy®