Customer Care

Contact Information

Our normal hours are 9:00 a.m. to 7:00 p.m. EST Monday-Friday. We work hard, and there are often sales and support staff available after-hours. Please try calling us at any time. We return calls! Leave a voice-mail message any time, we'll call you back as soon as we can, usually within a few hours.

Our Returns Policy

We only sell high-quality products that meet most rigorous standards for production quality. We only sell fresh, top-quality products and we expect them to perform as described. If you are not completely satisfied with your purchase, we are happy to refund your entire purchase price if you return your products unopened, in new condition, and with the original packaging. However, we do assess a 20% restocking fee for returns over $75. The restocking fee can be waived for exchanges. Paid shipping is non-refundable.

Please contact us at returns@glowuniverse.com within 30 days of receiving your item to request a return merchandise authorization number (RMA). We generally do not pay for return shipping unless we made an error in your initial order. Returns received without an RMA number will be returned to you. Expedited and other paid shipping charges are non-refundable. Please allow 7-10 business days from return of your package for us to issue your refund.

Damaged or Activated in Transit

We provide plenty of packing material to ensure that your product arrives to you in perfect condition. On rare occasions, however, accidents and mishandling may happen once it leaves our warehouse. If you should receive product that was damaged in shipping or you find that a some of your glow products were activated in shipping, please keep all of the original packaging materials and contact us immediately at support@glowuniverse.com or by phone at (800)-760-4569. Unfortunately, we can't accept transit damage claims more than 5 days after your glow products are delivered or if you have discarded the original packaging materials.

Methods of Payment

We accept credit cards, Paypal, US money orders and personal checks from US banks. Money orders and personal checks can be sent to the address listed above, but personal checks require 10 days to clear, once received, before we will ship the order. Money orders and personal checks should have your order number written on them as well as a printout of your order.

Corporate Purchase Orders

We can accept purchase orders from your company, provided you are approved for credit terms. Please contact our sales team at 1-800-760-4569 to learn more.

School & Government Purchase Orders

We supply glow products to educational institutions at all levels, including primary & secondary schools and colleges & universities for social and fundraising events. We are happy to offer special discounts for orders shipped to schools, and we welcome orders from government and municipal entities. We can accept your properly formatted purchase orders for any glow products provided your order total exceeds $100. Please call 1-800-760-4569 to speak with one of our school or government sales representatives to assist you with your purchase.

Your Credit Card Statement

Please note that our corporate parent company is called The Green Group. If you place an order with a credit card, your statement will likely read The Green Group and not GlowUniverse.com. But that's us!