General Info > Online Ordering Policies
Glasscraft Online Ordering Policies
Glasscraft uses UPS (Ground, 3-Day, 2-Day, Next Day), Fedex (only available from the location in Golden), USPS, and a variety of freight shipping companies. If you have a preference in shipping companies or need your order expedited, please let us know when you place your order. Most orders will be shipped UPS Ground unless an alternate shipping preference is indicated when ordering. To ensure safe delivery, larger items or larger orders (example = 3 cases or more of glass tubing/rod as a general rule) will default to freight shipments on a pallet. Although we ship all orders out as soon as possible (our goal is same business day), please be aware that we may need up to two business days of lead time for all internet orders. High order volume, holiday closures, weather, and other unforseen factors out of our control may delay orders further. If you need a package shipped sooner, please choose an expidited shipping choice as those get priority, additional charges may apply.
Shipping charges are determined by weight, the dimensional size, the destination, and the method of shipment. The cost of insuring you shipment is included in the total shipping charge. A standard fee is added to the shipping total to cover the costs of packing material. For freight shipments, a $10 pallet fee is added to the shipping costs. When shipping kilns, a $25 crating fee applies. We are currently only able to provide an online shipping quote for UPS at this time. Notify us if you need to be contacted with your shipping total before your order is charged and shipped if utilizing another shipping company. Final freight charges are determined only after a package is packed and weighed. Your invoice will be adjusted and you will be billed for the actual amount.
Orders Split Between Locations
Glasscraft has two locations, one in Golden, CO and one in Eugene, OR, unless otherwise requested, we will ship orders out of the nearest warehouse to the customer to save on shipping time and costs. Since both Glasscraft locations maintain a separate inventory, it is possible that the items on your order may be shipped from both locations. Smaller package will ship free if split order is determined - eliminating a second shipping cost for 2 packages. This does not include COD or International Orders, or orders to Alaska or Hawaii. Shipping charges will be added for all packages included in those types of orders. We will make every effort to ship your order in the most time efficient and cost effective method possible. For orders placed online, we will communicate with the customer by email. Please notify us if you would prefer not to have your order split between locations.
Glasscraft is not liable for damage or loss of merchandise after it leaves our warehouse. Every order is carefully packed and inspected by experienced personnel to insure safe arrival of your shipment. If damage or loss does occur, the customer must contact either Glasscraft or the carrier as soon as possible. Once you initiate the claim with the carrier, notify Glasscraft and we will assist you in expediting your claim. The customer must retain the entire contents of the damaged shipment, including the box, all packaging materials and the merchandise for inspection for 14 days. The customer is responsible for reporting damage on freight shipments directly to the carrier at the time of delivery. Glasscraft is not responsible for assisting with claims to freight companies.
Returns and Refunds
If you receive defective or incorrect merchandise you must report it within 48 hours of receipt. Items returned for any other reason are subject to a 25% restock fee and the customer is responsible for return shipping charges. Additional charges may apply for used/misused or poorly returned items (i.e. damage resulting from poor return packaging). No returns accepted 30 days after receipt. Shipping and handling charges are non-refundable. Orders that must be unpacked due to a declined credit card or an order cancelled after it has been packed will be subject to a restocking fee. Tools and equipment found to be defective may be exchanged within 10 days of purchase. After 10 days, the customer must seek refund, repair or replacement under the terms of the manufacturer’s warranty.
Any shipment returned to us because the customer was not able to accept the delivery for any reason, will be charged the restock fee of 25%. In addition, the customer will be required to pay all shipping costs both ways and all future orders must be pre-paid prior to shipping.
All orders are payable with credit or debit cards or Paypal. Personal checks are accepted following credit approval. A $35.00 fee is charged for all returned checks. Net terms can be arranged pending approval of a credit application. Orders can be paid by COD after the customer has filled out a credit application. COD’s are unavailable for all freight orders.
Important, Please note: Our credit card processor requires address and CVV code exact match. It holds all funds attempted (including declines) until we close the daily batch. This may appear as multiple charges on your bank statement. The funds held will be released, usually within 24 hours, but can be held by merchant services/your credit card company for up to 7 business days. We are not able to expedite the release of the funds.
Glasscraft requires a $25.00 minimum purchase to place an order online. There is no minimum order for walk-in or call-in orders.
Sale tax will be charged where applicable based on local tax laws. If you are tax exempt, Glasscraft needs proof of exemption on file annually and prior to ordering. Any sales tax charged will not be refunded. (please call for details of where to send confirmation.)
To alleviate potential fraudulent activities, we reserve the right to obtain verification of any orders from new customers. This may include but is not limited to emailing or calling with authentication questions. We reserve the right to refuse service if we deem the transaction to be potentially fraudulent.
International shipping will be assessed based on customer request and the availability of service to the location. Usually, US Postal Priority is the most effective method but this is subject to change based on the location and order dimensions. International sales will have additional charges due to the carrier at the time of delivery. Fees might include, but are not limited to, Customs, Brokerage, Freight Forwarding, Disbursement, Tax and Entry Prep fees. These charges will be in addition to your invoice. Signature upon delivery is required on all international shipments.
Glasscraft is able to cut some tubing and rod for shipping. A cutting fee will be assessed based on the number of cuts and the diameter of the tubing or rod. In the Eugene location, we have a 'crack-off machine' which allows us to cut tubing of 50mm OD and above. Each raw cut is $6 or $8 if you require flamepolishing and annealing. A non-refundable 50% deposit is required for all cutting orders and no returns or refunds will be accepted on already cut tubing/rod. We cannot guarantee that all cuts will be able to be done on some sizes – Please call for a quote and availability.
Special Order Items
Any special orders must be paid for in advance as they are not normally kept in stock. Often, the items can be drop shipped from the vendor directly to you or can be shipped to either Glasscraft location for pickup. Any shipping will be paid by the customer. Special order items cannot be returned.
All prices and terms subject to change without notice.
Ordering from Glasscraft, Inc. implies acceptance of
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