FAQ

Most of our items ship free. Our larger heavier items will ship based on a calculated rate that is determined by the weight and dimensions of the package along with the destination zip code. Although eCrater does not facilitate shipping via UPS/FedEx, those shipping options are available if you contact us prior to purchasing. Please contact us before purchasing if you have any questions or uncertainties. We will give you the lowest rate possible for any and all purchases whenever possible.
Once your payment has cleared we ship within 24/48 hours.
We sell through several channels so sometimes it is possible an item you buy on eCrater may have temporarily sold out through one of our other venues before we had a chance to remove it from the product line up. If this happens you will be immediately notified and advised of when the item is expected to be available again. You can choose to wait for the item and have us fill the order when possible, substitute another like item of similar value, or if necessary, a refund will be arranged.
We want you to be 100% satisfied with your purchase. All items sold from DirectGlow are warranted period of 30 days unless there is a predesignated manufacturers warranty. If an item is found to have a manufacturing defect or fails to perform to the specifications we describe herein, a replacement or a refund will be arranged. We will refund within 30 days of purchase any item for any reason if the product is in the packaging and condition in which it was received by the customer. We will refund the purchase price minus a 20% restocking charge to cover our fees and expenses. Shipping is not refunded unless we created the error in shipment. We will exchange, with no restocking charge, any item in its original condition for merchandise of equal or greater value. All returns, other than shipping damages or our error, are the responsibility of the buyer. Return authorization must be given BEFORE sending any items back. Please open your package when received to ensure you received all items and that they are in working order. All gift boxed items must be returned with original packaging, instructions, power cord, accessories and anything else they were originally packaged with. You should insure your return for your protection. -All Paints, Inks, and any other liquid based products we sell are -NON-RETURNABLE- If you are dissatisfied with your products, please contact us to arrange a solution. -Lava Lamps have a 90 day warranty period from the date of purchase. If your lamp becomes defective within this time period, contact us immediately and we will contact the manufacturer on your behalf to arrange for a replacement. User damage or neglect issues are NOT covered.
You can use the 'ask the seller a question' form located within each and every product listing here on eCrater. You can email us directly at: info@directglow.com. You can also reach us by phone at 866-260-9109. We are open 12PM-8PM M-F and Saturday 12PM-5Pm EST.