Shipping policy

Thank you for shopping with TheRealGlow.com. Please read this policy carefully — it explains how our orders are processed and shipped, and what to do if you need a return, exchange, or refund. Because our products are fulfilled through third-party suppliers, some timelines differ from a typical retail store, and we want to be fully transparent about that.

1. Order Processing Time

All orders are processed within 1–3 business days after payment is confirmed.

Orders are not processed or shipped on weekends or public holidays.

During high-volume periods (sales, holidays, promotions), processing may take up to 5 business days.

You will receive a confirmation email once your order has been placed, and a separate shipping confirmation email with tracking information once it ships.

2. Shipping Times

Our products ship from US-based fulfillment centers, so delivery is faster and more predictable than overseas dropshipping.

Destination Estimated Shipping Time

United States (domestic) 3–8 business days

Canada 6–12 business days

United Kingdom / EU 7–14 business days

Australia / New Zealand 8–16 business days

Rest of World 8–18 business days

Please note:

Total delivery time = processing time + shipping time.

These are estimates, not guarantees. Delays can occur due to carrier delays, weather, or high order volumes. International shipments may also be subject to customs processing.

Since our suppliers are US-based, the vast majority of orders (domestic US customers) will not face customs delays or import duties — see Section 6 for international orders.

Please note: while most of our catalog ships from US-based fulfillment centers, a small number of items may be sourced from international supplier partners. If an item you order ships internationally, delivery may take 10–25 business days instead of the standard timeframe above, and the item may be subject to customs processing. Any such delay will be reflected in your tracking information.

3. Shipping Costs

Shipping costs are calculated at checkout based on your order size, weight, and destination.

We occasionally offer free shipping promotions — any such offer will be clearly noted on the site or at checkout.

Because fulfillment is domestic, we're able to offer more reliable flat-rate or free shipping thresholds for US customers if you choose to set one up (e.g., free shipping over $50).

4. Multiple Items & Split Shipments

If you order multiple items, they may ship separately and arrive at different times, even if placed in a single order. This is because items may be fulfilled from different supplier warehouses. You will receive a tracking number for each shipment. This does not incur any additional shipping charges to you.

5. Order Tracking

Once your order ships, you'll receive an email with tracking information.

Tracking updates can take 2–5 business days to activate after your shipping confirmation is sent.

If your tracking hasn't updated in more than 7 days, please contact us at Hello@therealglow.com.

6. Customs, Duties & Taxes

For international orders, your shipment may be subject to import duties, taxes, or customs fees imposed by your country. These charges are the customer's responsibility and are not included in the item price or shipping cost. We recommend checking with your local customs office for more information before ordering.

7. Incorrect Address

Please double-check your shipping address before completing your order. We are not responsible for orders shipped to an incorrect address provided by the customer. If you notice an error, contact us within 12 hours of placing your order at Hello@therealglow.com and we'll do our best to update it before it ships.

Returns & Exchanges

8. Return Eligibility

We want you to love your order. If something isn't right, we accept returns under the following conditions:

You must contact us within 14 days of receiving your order to request a return.

Items must be unused, unworn, and in original packaging with tags attached (where applicable).

Proof of purchase (order number or confirmation email) is required.

Non-returnable items include:

Items marked as final sale, clearance, or personalized/custom-made

Intimate or hygiene-sensitive items (if applicable to your product line) once opened

Gift cards

Items damaged due to customer misuse

9. How to Start a Return

Email Hello@therealglow.com with your order number, the item(s) you'd like to return, and the reason for the return.

Our team will review your request and send you return instructions within 1–2 business days.

Do not send items back without contacting us first — returns sent without authorization may not be accepted.

10. Damaged, Defective, or Incorrect Items

If your item arrives damaged, defective, or is not what you ordered:

We will offer a free replacement, store credit, or full refund — no return shipment required in most cases, since items are shipped from our supplier network and return shipping internationally is often impractical.

11. Return Shipping Costs

If the return is due to our error (wrong/defective item), we cover return shipping costs.

If the return is due to a change of mind or the customer ordering the wrong size/style, the customer is responsible for return shipping costs, and these are non-refundable.

Because many products ship internationally from supplier warehouses, we may provide a partial refund or store credit in lieu of a physical return when return shipping costs would exceed the item's value. This will be offered on a case-by-case basis.

12. Refunds

Once your return is received and inspected (or once your damage/defect claim is approved), we will notify you of the approval or rejection of your refund.

Approved refunds are processed within 5–10 business days to your original payment method.

Depending on your bank or card provider, it may take additional time for the refund to appear on your statement.

Shipping costs (if applicable) are non-refundable, except in cases of our error.

13. Order Cancellations

Orders can be cancelled free of charge within 12 hours of purchase, before they are sent to the supplier for fulfillment.

Once an order has been processed and handed off to our supplier for shipping, it cannot be cancelled, but you may request a return once it arrives, subject to the terms above.

14. Lost or Missing Packages

If tracking shows your package as delivered but you have not received it, please check with neighbors and your local carrier first, then contact us within 7 days.

If tracking shows no movement for 10+ days (domestic US) or 20+ days (international), contact us and we will investigate with the carrier and offer a reshipment or refund.

15. Contact Us

For any questions about shipping, returns, or your order status, reach out to:

Email: Hello@therealglow.com Response time: within 1–2 business days

This policy applies to all orders placed through TheRealGlow.com. We reserve the right to update this policy at any time; changes will be posted on this page.