Can I add items, change my delivery information, or cancel an order after it has been placed?
We cannot guarantee whether your order has already entered processing. Please contact our customer service team to confirm the current status of your order.
Is there a minimum order quantity or minimum order value?
No—there is no minimum order amount or quantity at Glowin Supply. You’re welcome to order exactly what your business needs.
That said, consolidating your purchases into fewer, larger orders may help you qualify for volume discounts and free delivery in select NYC areas.
What shipping, local delivery, freight, and pickup options are available?
We offer several convenient ways to receive your order:
- Ground shipping: At checkout, you can compare available shipping providers. To help keep costs down, the lowest-cost option is recommended by default.
- Local delivery: Available in eligible areas. Check your address here to see whether your location qualifies.
- Warehouse pickup: Prefer to pick up your order? You’re welcome to collect it from our Brooklyn, NY warehouse.
Available options may vary depending on your delivery address, order size, and product type.
What should I do if my order is delayed, missing, or only partially delivered?
We’re sorry your order didn’t arrive as expected. Please contact our customer service team at phone number/email as soon as possible and have your order number ready.
Our team will review the shipment details and work with you on the appropriate solution, which may include locating the shipment, replacing missing items, or providing compensation depending on the situation.
How long does it take to process an order, and when should I expect delivery?
Here’s what you can generally expect:
- Order processing: Within 24 hours after your order is placed.
- Shipment: Most orders ship within 3–5 days.
- Estimated delivery: Most orders arrive within 5–10 days.
If an inventory issue or other change affects your order, a member of our sales team will contact you by phone. Delivery times may vary depending on your location, carrier, and order size.
How are shipping fees calculated, and can I view them before completing checkout?
- FedEx/UPS: Based on product size, weight, quantity, and delivery address.
- Glowin Local Truck: Free delivery on orders of $600 or more within selected boroughs; for orders under $600, delivery fees are calculated based on product size, weight, quantity, and delivery address.
- Pallet Freight: Based on the delivery address, pallet weight, and pallet height.
Where does Glowin Supply deliver, and which areas qualify for local New York delivery?
Glowin Supply ships nationwide across the United States. Local delivery is available across Manhattan, Brooklyn, Queens, and select areas of Long Island.
Eligibility is determined by your delivery ZIP code and will be automatically confirmed at checkout.
How do I track my order, and will I receive separate tracking information for split shipments?
Once your order has shipped, you will receive a shipping confirmation email with a tracking number that you can use to track your shipment.
Each shipment will include a detailed list of the items being shipped. If your order is split into multiple shipments, the items will be shipped separately. If multiple orders or shipments are combined, we will notify you in advance.
How will my refund be issued, and how long will it take to process?
Please call our customer service team to request a refund. We offer two refund options:
- Refund to your original payment method: The refund will generally be returned to your original payment method within 7 business days.
- Refund as account points: You can receive the equivalent value in points, which will be added directly to your Glowin Supply account.
Who pays for return shipping, and are restocking or handling fees charged?
Customers are responsible for return shipping costs. No additional restocking or handling fees will be charged.
What should I do if I receive the wrong product, an incorrect quantity, or a missing item?
If you receive an incorrect product, please keep the item unused and in its original packaging and contact our Customer Service team. We’ll work with you to send the correct item or issue a refund.
Please also take clear photos of the item and packaging, as they may be required to support your claim.
If the quantity you received does not match your order, the remaining items may be arriving in a separate shipment. Please check your shipping confirmation emails and tracking information first.
If you still cannot locate the missing items, please contact us within 5 business days of receiving your order. Our Customer Service team will review the shipment details and work with you on an appropriate solution.
What should I do if my order arrives damaged or contaminated, and what evidence should I provide?
Please inspect your order carefully upon delivery. If any items are missing or damaged, contact us as soon as possible. Issues reported more than 24 hours after delivery may affect our ability to process and resolve your request promptly.
Can I combine different products or SKUs in one bulk order?
Yes! You can mix different products within the same pallet.Each pallet contains 7 layers, and each layer can be assigned to a different product. I
n the Bulk Order section, products are added to your cart by the layer, making it easier to build a pallet that matches your actual inventory needs.
Is there a minimum order value, case quantity, or pallet requirement?
Bulk orders must be placed in full-pallet quantities. One full pallet contains 7 layers, so your cart must contain either 7 layers, 14 layers, or another full-pallet quantity before you can proceed to checkout.Need a different arrangement?
Contact our customer service team before placing your order, and we’ll see what options may be available.
Does the quoted price include freight, taxes, delivery, and unloading fees?
Not at this time. Prices shown in the Bulk Order section cover the products only.
Freight, taxes, delivery, unloading, and any other applicable charges are not included in the displayed product price.
Please contact our team if you need a complete cost estimate before placing your order.
Does Glowin Supply offer volume discounts or tiered pricing for bulk orders?
Yes. Products listed in our Bulk Order section already include discounted pallet pricing, and bulk shipping is generally more cost-efficient than ordering the same quantity in separate shipments.
Planning an especially large wholesale purchase? Contact our sales team before ordering—we’ll review your quantities and let you know whether additional pricing options are available.
Is customer support available in both English and Chinese?
Yes,we do!
How can I contact Glowin Supply, and what are your customer service hours?
For assistance, please call our customer service hotline or reach out to us via WeChat or WhatsApp. Our customer service hours are Monday–Friday, 10:00 AM–5:00 PM.
What information should I provide when contacting customer service about an order?
For order-related inquiries, please provide your order number so we can assist you more efficiently.
For returns or exchanges, please also keep and provide photos of the items and packaging as supporting documentation.
Can the team help me select products or confirm sizes, materials, inventory, and delivery options?
Yes! We’re happy to assist you by phone. Our professional sales team is available to answer your questions, provide product recommendations, and help with your order.
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