Help Center and FAQs

Below you will find our most common questions. If you can't find the answer you are looking for do not hesitate in contacting us


How are we protecting the marketplace?

To protect the Glass Commerce community against receiving false products, our vendor's expert team has created a vetting process for all of our suppliers to guarantees the quality of their products and their legitimacy.

How do you communicate with us?

If your order is delayed or you encounter a problem with your order, please contact support to ask for more information. We may be able to give you an updated timeline for your order. 

 We ask that you have extra patience at this time since many vendors in our community are facing disruptions in their usual routines that may cause some unpredictability when it comes to fulfilling orders.

Are you experiencing shipping delays?

Shipping carriers may be experiencing delays which may cause vendors to experience an inability to timely obtain materials. Vendors may also experience delays due to an unprecedented volume of orders for certain items.

Credit Card Security Information

How do you secure my payments?

COMMERCE Finance team is charged with safeguarding COMMERCE and its community from financial harm. This includes, but isn’t limited to: 

- Preventing fraudulent purchases
- Responding to certain credit card disputes 
- Verifying the identity of certain sellers

Is buying on Glass Commerce secure?

All credit card information sent to COMMERCE is encrypted using Transport Layer Security technology (TLS) and tokenized with our credit card processors. Commerce stores no sensitive credit card information For more detailed information regarding our efforts to keep our site secure, as well as information on our Privacy Policy, click here.

Tax Exceptions

How do I make a purchase for a tax-exempt organization?

If you’re making a purchase that qualifies as tax-exempt, such as a purchase for a certified non-profit organization, click Contact Support at the bottom of this page. When you contact GLASS COMMERCE Support:

 - Include the order number(s) for the order(s) that should be tax-exempt
 - Attach your tax exemption form 

We will review the information you send and may be able to refund the sales tax on your purchase. 

You may be able to get credit for sales tax paid from your state. Contact the Department of Revenue for your state for further details.

What is an acceptable tax exemption form?

To process your tax-exempt purchase, we need you to provide a valid form of exemption documentation for the state to which the order will be delivered. Many states have their own certificate which you can find online. Additionally, some states allow the use of a "Multi-Jurisdiction Form" from the Multistate Tax Commission or a "Streamline Sales Tax Form" from Streamlined Sales Tax.

How do I know if my purchase should be tax-exempt in my state?

If you believe that the item you're purchasing should be exempt from tax in your state, let us know using the Contact Support button at the bottom of this page. COMMERCE, COMMERCE sellers, and local tax authorities all have a role in ensuring taxes are collected correctly.

Why Am I Being Charged State Sales Tax on My COMMERCE Order?

Many US states recently enacted laws that require online marketplaces like COMMERCE to collect sales tax on eligible purchases. Purchases that require us to charge sales tax differ between states. 

We’re required to charge sales tax if the state you’re in mandates it, often no matter where the seller is located.

Why is sales tax charged on some items and not others?

The tax applies based on the type of item and how it's categorized. Depending on your state, some types of items are taxed and others are not. 

If you believe that the item you’re buying shouldn’t be taxed in your state, let us know by clicking Contact Support at the bottom of this page.

Check Out

What to do if I'm having 
trouble checking out? 

If you’re having trouble checking out on COMMERCE, check these common issues: 
 - I’m seeing an error when I try to check out. 

If you see the error: "There was a problem with your order. Please try again, if you continue to have problems, please contact support." 

Then: Review the billing and shipping information you entered and check that it’s correct. 

If it is correct, click Contact Support at the bottom of this page.

Failed Orders

What to do if my order failed? 

If your order failed, please check your credit card information (numbers, name, address, and security number). If your order keeps failing, please Contact Support by clicking on the button at the end of this page.

Why was my credit card declined during checkout?

There are several reasons why your credit card payment may not have been processed when checking out on Glass Commerce. Check each of these issues and how to solve them:
- Update the payment information for your order 
- Authorize the transaction with your bank - Check that you're within your daily withdrawal limit 
- Register your prepaid credit card 
- Use a different payment method 

If your card still isn't approved after trying these steps, please contact your bank or credit card provider for further assistance.

Is my payment information up to date? 

If you have any Glass Commerce  account, you may have saved your information, and it may be out of date. 
- Did your billing address change recently? 
- Did you get a new card with a new expiration date? 
- If you’re using your credit card for the first time, make sure you entered your card information correctly.

Is this purchased authorized with my bank?

Your bank may flag any unexpected activity on your account. This includes first-time orders and high-value purchases, regardless of the amount of funds or credit limit available. 

Your bank may require your verbal authorization to proceed with a transaction.

Am I within my daily withdrawal or purchase limit?

Most banks have limits on how much money can be charged or accessed in a single day. If you reach this limit, your bank may block your account from any further activity regardless of available funds in the account. 

Your bank may require you to request a higher purchase limit to complete the transaction.

How to register your prepaid credit card?

If you're using a prepaid credit card or gift card, register your personal information with the card issuer before checking out. 

If you registered the card with the issuing company, you can then enter your card number, expiration date, CCV number, and billing address to complete checkout.

Should I use a different payment method for my order? 

If you are unable to resolve the payment issue with your bank in a timely manner, we recommend trying a different credit card or a different payment method.


How do I request a refund for my order? 

If you’re unsatisfied with an order, you may be able to return or exchange your order depending on the shop’s policies. To request a return, return label, or exchange, please Contact Support on the button below.