Contact us form

Home

Contact us. Below is a list of info that may help with your questions. Please review them before contacting us to see if your concerns are met.

Contacting us: To contact us with any questions or concerns, it is best to email us using the form below. We usually email you back within an hour, and often sooner. In rare cases, we may take 24 hours to return your email, but this is an exception. Sorry, but we don’t have a system that monitors phone calls. This saves time and money and keeps your products low cost.

Also, all orders must be submitted online. We cannot take orders by phone. This also reduces costs and saves you money. If you have difficulty with the shopping cart, be sure to email us. We will resolve any issues and get your order processed quickly.

Can you pick up your order to save on shipping? Sorry, but we do not have a retail outlet where you can shop or pick up orders. Ordinances do not allow for that at our location. Shopping is strictly online and must be shipped.

Did we receive your order? Please login to your PayPal account. If you see your order listed there, we also received it. If it is not listed in your PayPal, please contact us below.

Has your order been shipped? Once we ship your order, an email will be sent to the primary email address you have listed in PayPal. Or, you can login to your PayPal account and click on the order details. There it will indicate if and when your order has been shipped.

What are the tracking numbers of your order? Not all parcels will have a tracking number. It all depends on the type of shipment. You can check to see if you have tracking by logging into your PayPal account and checking the details of your order.

How long does it take to receive your order? In the USA, most shipments will arrive in less than 5 days from the date it was shipped. Some can take longer, depending on your location. For International shipments, most arrive in about two weeks from the time orders are shipped. However, due to new customs checks around the world, your parcel can take up to 30 days or longer to arrive. If, after 30 days, you have not received your parcel, please contact us. Most international parcels can be traced to find their location. We cannot trace them until 30 days have passed.

What do I do if my parcel was damaged? If glass was damaged, please review the info below concerning coverage. If any other item was damaged in shipment, please contact us immediately for replacement or a refund.

Oops! You already placed an order and you need to change the Ship To address. Please login to your PayPal account and go to your profile section. There you can change your Ship To address. The new address will reflect on your invoice even after you place an order, as long as we haven't shipped it yet. Be sure to change your "Ship To" address and not just your profile address. Also, send us an email below to make double sure we have the correct address.

You placed an order and you need to add something without paying extra shipping. No problem. Just place an additional order for the other item. When we get to your first order, we always do a search for other orders and combine them. We will refund your additional shipping fees.

Other helpful info:

Normally we ship within 1-3 business days of an order. However, when we receive glass or other shipments, orders can take between 7- 14 days to ship due to the often large influx of orders. Please bear with us during this time. We will ship as quickly as possible.

If you're having difficulties with the glass, we are always here to help. Please read the "ABOUT" section on our website. We also have numerous free videos you can watch in the "Free How to Videos" section, including videos on getting started. If, after reviewing this information, you are still having difficulties, we are here to help. Please contact us below.

An important note about shipping and glass coverage: In order to keep shipping fees to a minimum, we use US Mail Flat rate boxes with most orders. They are normally the cheapest way to ship. However, occasionally, some glass does break, since there is minimal padding with these boxes. This broken glass is still usable (unless it is crushed). If you wish to keep shipping fees to a minimum and don’t mind occasional breakage, this is a great shipping method. This shipping method we refer to as “Economy” in your shopping cart. The shopping cart will use this as the default shipping method.

All "Economy" packages are covered if they are lost. However, in order to keep glass prices as low as possible, we will no longer be covering glass that is broken in these flat rate boxes, unless it is crushed beyond use.

In order to cover your glass for breakage, we would need to ship in larger boxes with much more padding. This will cost you more to ship. If you wish us to ship your glass in larger boxes, and cover you for possible breakage, please choose that option when you check out in the shopping cart. This option to cover breakage is called “Priority” in the shopping cart. If you experience breakage when using our “Priority” shipping method, please contact us for credit.