Frequently Asked Questions
The items in our catalog come from a variety of sources. We have created and maintained relationships with hard working glass blowers and glass artists, here locally and internationally. We have a great relationship with our partners overseas, and have complete control of the quality and design of the products being brought over. These relationships have allowed us to bring you the best quality product for an affordable price, expand our operations here in LA, and deliver the best customer service in the business.
All items, made locally and overseas, are designed, tested, and prototyped here in Southern California, and are extensively quality checked before it gets shipped from MAV HQ in Los Angeles, CA
An AVS (Address Verification System) mismatch occurs when the billing information entered into the checkout form does not match the information on file with the bank for that card. Although your bank has confirmed that you have sufficient funds, our system has chosen not to take them. This is done to prevent fraudulent orders.
Each time you submit an order, the bank places an authorization hold for the charge amount on your account. In the event of an AVS mismatch, this authorization will NOT be captured by our system, and the PENDING charge you see on your online banking will disappear in 1-3 days.
How do I fix it?
To avoid AVS mismatch errors at checkout, please make sure to enter your billing information exactly as it appears on your bank billing statement.
I'm sure it's correct, what now?!
If you're 100% sure the billing information is correct, your bank may be declining the transaction because it's being routed through one of our international merchant processors. You'll have to call your bank and let them know this is a legitimate transaction before trying again.
If your order was declined and you did not get an order confirmation, you were not charged.
When you attempted to place an order, your bank automatically placed a pending charge on your account each time you pressed "Submit". These pending charges will be released in 1-3 business days depending on your bank, and the money will not be deducted from your account. The charges will simply disappear!
We completely understand our customers needs for discreet packaging. All orders ship in an unmarked brown box, or an envelope.
If your tracking information shows that your package was delivered, but you can't find it:
Within 48 hours of expected delivery:
Verify the shipping address.
Look for a notice of attempted delivery around your door, mailbox, or typical delivery area.
Look around the delivery location for your package.
See if someone else accepted the delivery (a neighbor, roommate, etc.)
Some packages travel through multiple carriers; check your mailbox or wherever else you receive mail.
Wait 36 hours - in rare cases packages may say delivered up to 36 hours prior to arrival.
If it's been more than 36 hours after you received the package delivery notice, give us a call. Usually, the postal carrier is able to locate your package, but our support staff is here to help either way.
While not all packages require a signature for delivery, we reserve the right to require an adult signature where we see fit. We will often require signatures in high traffic, city areas. More rural areas will not normally require a signature. If you are worried about a carrier leaving your package, you can always request that we require a signature for delivery at checkout.
We pack all items with extreme caution using a proprietary packing method to ensure your item arrives in the same flawless condition it left our facility.
In the rare event you receive a damaged item, don't panic! But also, don't use the item!
Follow these few steps to ensure receiving a replacement will be quick and easy:
Take 1-2 clear photos of the packaging.
Take 1-2 clear photos of the damaged item.
DO NOT USE THE ITEM! We cannot replace or refund used items.
Email support at email@example.com