Frequently Asked Questions
We are happy to extend our return policy for any gift purchases made between 13 November and 25 December, 2020. Returns of gifts for exchange or refund can be made until 8 January, 2021.
Please note that all other terms and conditions in the Returns Policy are still applicable with respect to such items purchased. All purchases made after 25 December 2020 are subject to the standard Returns Policy.
Due to the extraordinarily high volume of orders this holiday season, coupled with the ongoing impacts of COVID-19 on carrier transit times, we are unable to guarantee standard dispatch and delivery times.
While our fulfillment partner is doing their utmost to fulfill orders as quickly as possible, any dispatch and delivery times quoted in checkout are subject to change and delays may be possible.
Please note that our shipments do not include invoices or gift receipts. Your shipment will include the order packing slip, which includes the order number. Should your recipient wish to make a return or exchange, all they need to do is contact us with this order number. Instructions for doing so are also included on the packing slip.
Any requests for returns or exchanges will be subject to our Holiday Return Policy or Standard Return Policy, depending on when the gift was purchased.
Unfortunately we are unable to offer gift wrapping at this time.
If you are sending your order to a gift recipient, you can add a short gift message in your shopping cart and this will be printed on the packing list.
Currently we are experiencing only slight delays in dispatch times as our fulfillment partners maintain measures to ensure the safety of their employees while providing continued service.
Carriers are continuing to keep the flow of goods moving, though we have noted that some shipments are taking longer than usual and that tracking updates are sometimes being interrupted.
We are monitoring the status of both our fulfillment partners and carriers very closely and should either of these conditions change, we will notify customers with open orders and place updates on our website.
The likelihood of an infected person contaminating commercial goods is low and the risk of catching the virus that causes COVID-19 from a package that has been moved, travelled, and exposed to different conditions and temperature is also low.
Source: World Health Organization
Our fulfillment partners are taking all necessary steps to ensure the safety of their staff and prevent the spread of the Coronavirus, having already implemented strict cleaning, sanitation, and safety guidelines as advised by WHO.
If paying by credit card we accept Visa, MasterCard, Discover, and American Express. You may also use PayPal.
And, if you are an Apple Pay user, you can check out using Apple Pay on your Safari browser through your iPhone, iPad, or desktop.
If you have received a discount code and wish to apply it to your order, you can do so during the checkout process. The discount code field is found at the bottom of the order summary section. This is on the righthand side of the page in desktop and at the top of the page in mobile.
Please note that discount codes cannot be combined with any other promotions. If your discount code is not being accepted, it could be that it conflicts with a promotion we are running.
That will be a decision you must be prepared to live with for the rest of your life. How will you tell your friends and family that you chose to carry on living without the promise of one of our whisky changing products?
Nevertheless, if you do decide to cancel before it has been shipped, you can easily do this by writing us via the contact link below or emailing us at email@example.com. If your order has already been dispatched, you will need to go through the normal return process.
We are working with a trusted warehouse and fulfillment partner located in Montreal.
If you are based in Canada, you should visit our Canada store (ca.norlanglass.com).
Our main site (norlanglass.com) currently serves customers in the United States, Mexico, and select countries in South America and Central America.
Customers based in Australia and New Zealand should visit our Australia store (au.norlanglass.com)
If you are located in one of the below countries, please visit our UK store (uk.norlanglass.com):
Europe: Austria, Belarus, Belgium, Bulgaria, Croatia, Cyprus, Czech Republic, Denmark, Estonia, Faore Islands, Finland, France, Germany, Greece, Greenland, Guernsey, Hungary, Iceland, Isle Of Man, Ireland, Italy, Jersey, Latvia, Lithuania, Luxembourg, Malta, Netherlands, Norway, Poland, Portugal, Romania, Serbia, Slovakia, Slovenia, Spain, Sweden, Switzerland, United Kingdom, Turkey, Ukraine
Asia: China, Hong Kong, India, Indonesia, Japan, Kazakhstan, Kyrgyzstan, Malaysia, Philippines, South Korea, Singapore, Taiwan, Thailand, Timor Leste, Vanuatu
Middle East: Israel, Qatar, Saudi Arabia, United Arab Emirates
If you do not see your country listed above please contact us and we will see about adding delivery so that you can get the perfect whisky glass.
All orders of in-stock items require 1 to 3 business days for dispatch. Once an order has been dispatched, you can use the below transit times to estimate how long it will take for your order to reach you.
Orders shipping to the East Coast and Central Canada
Expedited Parcel - Up to 3 business days
Xpresspost - 1 business day
Priority - 1 business day
Orders shipping to Western Canada
Expedited Parcel - Up to 5 business days
Xpresspost - Up to 2 business days
Priority - 1 business day
Orders shipping to British Columbia
Expedited Parcel - Up to 7 business days
Xpresspost - Up to 3 business days
Priority - 1 business day
Please note, the above applies to in-stock items only. Orders with backordered items are held to ship complete. Please refer to the product page of your backordered item for the estimated dispatch date.
While we know it is frustrating and disconcerting to not see activity on a shipment, please rest assured that your order is en route. During periods of heavy shipping volume, sometimes parcels miss their origin scan. While it may appear that the parcel was not handed off to the shipping carrier, this is not the case.
In over 99% of cases where this occurs, the tracking link eventually updates after a later terminal scan or is actually delivered without any tracking update having been posted.
Sometimes these cases do result in shipment delays. If your order has not shown progress toward your destination or been delivered within 15 days of dispatch, please let us know and we'll file a lost parcel claim with the carrier and issue a replacement or refund as needed.
If tracking shows your package as having been delivered but you have not received it, please take the following steps:
- Please first check around your property or building and enquire with any family members, neighbors, or building management to see if the carrier left your parcel in an alternate location. 9 times out of 10 this is the case.
- If you still cannot locate it, please contact your local post office with the tracking number to see if they can provide additional information on the shipment. We often see cases where tracking data with the carrier indicates that a delivery was made but ends up being delivered in the days afterwards.
- If the above steps do not lead to your package being discovered, please contact us and we will take the necessary steps to further investigate.
Not to worry. If you've ordered a gift and are sending directly to your recipient, please note that we do not include receipts (or invoices) in the shipment. All that is included is this packing list, which has the order number, the address of the recipient, and the list of items included.
Our return policy lasts 15 days and is effective from the moment you receive your goods. Any returns past 15 days from the date of purchase unfortunately will not be eligible for a refund or exchange.