At Libbey Store, we’re committed to providing premium outdoor entertaining essentials to hospitality professionals and discerning hosts worldwide. Our shipping and returns policies are designed to ensure your complete satisfaction with every purchase.

Shipping Information

Order Processing

All orders are processed within 1-2 business days (excluding weekends and holidays). You will receive a confirmation email with tracking information once your order ships.

Shipping Methods & Delivery Times

We offer two convenient shipping options to meet your needs:

Standard Shipping ($12.95):

  • Carrier: DHL or FedEx
  • Delivery time: 10-15 business days after shipment
  • Available for all order values

Free Shipping (Orders over $50):

  • Carrier: EMS
  • Delivery time: 15-25 business days after shipment

Note: Delivery times are estimates and may vary depending on destination. Some remote areas in Asia and other regions may have extended delivery times or may not be serviceable.

International Shipping

We ship globally (excluding certain remote areas in Asia and other regions). Customers are responsible for any customs duties, taxes, or import fees that may apply in their country.

Returns & Exchanges

We stand behind the quality of our premium outdoor entertaining products. If you’re not completely satisfied with your purchase, you may return most items within 15 days of receiving your order.

Eligibility Requirements

To qualify for a return or exchange:

  • Item must be unused and in original condition
  • Original packaging must be intact with all tags and protective coverings
  • Proof of purchase (order number or receipt) must be provided

Non-Returnable Items

For health and safety reasons, the following products cannot be returned or exchanged:

  • Outdoor Candles (once removed from original packaging)
  • Patio Heaters (due to gas components and safety regulations)
  • All opened food service items (condiment caddies, serving trays that show signs of use)

Return Process

Follow these simple steps to initiate your return or exchange:

  1. Contact us within 15 days of receiving your order by emailing [email protected]
  2. Provide details including your order number, items to return, and reason for return
  3. Wait for authorization – we’ll email return instructions within 1-2 business days
  4. Package securely using original packaging when possible
  5. Ship your return to:
    Libbey Store Returns
    1130 Whaley Lane
    OMAHA, US 75571

Return Shipping

Customers are responsible for return shipping costs unless the return is due to our error (wrong item shipped or defective product). We recommend using a trackable shipping service as we cannot be responsible for items lost in transit.

Refund Process

Once your return is received and inspected (typically within 3-5 business days of arrival), we will process your refund or exchange. You’ll receive email notification when complete.

Refund Timelines:

  • Credit card/PayPal payments: 5-10 business days after processing (depending on your financial institution)
  • Refunds are issued to the original payment method

For exchanges, we’ll ship your replacement item as soon as your return is processed, following our standard delivery timelines.

Damaged or Defective Items

If you receive a damaged or defective item, contact us immediately at [email protected] with photos of the damage and your order details. We’ll arrange for a replacement or refund at no additional cost.

Return Request Template

Subject: Return Request for Order #[Your Order Number]

Dear Libbey Store Customer Service,

I would like to request a return/exchange for my recent order (#[Your Order Number]). Below are the details:

  • Item(s) to return: [Product Name(s) and Quantity]
  • Reason for return: [Please specify]
  • Preferred resolution: [Refund / Exchange for (specific product if exchanging)]

I have reviewed the return policy and confirm that the item(s) meet all return requirements.

Thank you for your assistance. Please let me know if you require any additional information.

Best regards,
[Your Full Name]
[Your Contact Information]

Questions?

Our customer service team is happy to assist with any questions about our shipping or return policies. Contact us at [email protected] Monday-Friday, 8:00 AM to 5:00 PM Central Time.

Thank you for choosing Libbey Store for your premium outdoor entertaining needs. We appreciate your business and are committed to ensuring your complete satisfaction with our products and service.