IMPORTANT POLICY INFORMATION

Shipping Rate Policy:

NOTE: Your order will be shipped generally within one to two business days (except Saturday) if requested item(s) are currently in stock. We reserve the right to ship items together or separately (with no additional shipping charge) if we have most of the items in stock and are waiting on receipt of an expected item within a week of receipt of buyer's order(s). We will notify the buyer of any delay or possible back orders on items if the delay is expected to be over a week. At that time, the buyer can decide if he/she would like his/her order to ship without the missing item(s) and back order the item(s). If the buyer chooses to receive the back-ordered item(s) separately, we will process the item under a new receipt and reserve the right to charge additional shipping when we ship the back ordered item. If we cannot contact the buyer in person regarding the missing items, we will ship what we have on hand and not backorder the missing item(s).

RATES: We charge a shipping rate based on the total weight (including oversized items) and destination zip code for all orders. Orders that include sheet glass will also be assessed a $5.00 glass shipping surcharge per order. This shipping rate only applies to the continental US only and is for UPS ground service or USPS Priority Mail only and we reserve the right to choose the carrier. Orders that must be sent outside of the continental US cannot be calulated online. Canadian orders are shipped standard UPS and do not include any tariffs or duty taxes that may be assessed. Alaska, Hawaii and Puerto Rico orders are shipped via USPS Priority Mail and we charge you based on what the Stamps.com website calculates based on our closest weight estimate to the nearest pound. Therefore our shipping charges may be off somewhat from actual rates incurred. Sorry, we do not ship to APO/FPO military addresses.

Phone orders are assessed a $1.00 per box charge plus shipping based on shipping costs calculated on our carriers' software once we pack and process your order. We will not be able to give accurate shipping costs at the time of the order, sorry. If you must know what we will charge for shipping at the time of ordering, you must use our online shopping cart to place your order.

UPS Change of Delivery Address Fee: United Parcel Service charges the shipper a $5.00 redirection request fee if either the receiver or shipper requests a change of delivery destination while shipment is in transit. If the customer requests a change in the delivery destination from UPS and it is different than the delivery address requested when ordering, the customer agrees to reimburse Stained Glass Source, Inc. for the $5.00 fee. Stained Glass Source, Inc. will debit the customer's credit card the following month if notified by UPS that this redirection request fee was assessed.

Returns/Lost/Damaged Merchandise Policy:

Absolutely No Returns Without Prior Approval. No returns issued for paints, patterns, glass, clearance items or special orders.

Approved returns made due to defective merchandise or incorrect shipments of merchandise made by our company will be honored.

Lost or Delayed Packages: Once the package has left our warehouse, we are not responsible for lost or delayed shipments by the UPS or other designated carrier(s). If the customer requests a replacement order, we will charge them for the replacement order (merchandise and shipping). If a replacement order is placed for a delayed order, the customer is responsible for returning the delayed order to us at their cost and will be given a merchandise credit/refund after returning the original order. For lost shipments, however, we will try to file a lost package claim with the carrier. If the claim is honored and we are compensated by the carrier, we will then issue a credit/refund to the customer.

Damaged Goods: If shipment box shows obvious damage, open package before signing for the delivery. DO NOT REFUSE DELIVERY. If merchandise is found damaged due to shipping after delivery, notify UPS immediately and retain all UPS packaging for inspection. You must inspect and report any damage to the merchandise within 25 days from the date of delivery from our warehouse in order for UPS to honor a claim. If UPS doesn't honor the claim due to a past deadline, we cannot refund or replace your merchandise. UPS will pick up the package(s) and return it/them to us. We will then, and only then, replace the merchandise.

Warranties: Stained Glass Source, Inc. does not provide warranties for products. Products that have warranties are the responsibility of the manufacturer and should be contacted directly. We will gladly help provide manufacturer contact information if it is available to us.

A 15% restocking fee will be assessed on merchandise returned that wasn't damaged, defective, or received in error by our company. All non-defective merchandise should be returned in new condition in the original, unopened packaging. The customer will assume all shipping costs associated with the returned item(s). The customer will be receive a credit/refund (excluding restocking fee) only after the merchandise is returned to us in satisfactory condition.

All returns must be made within 30 days of purchase. Any errors made by Stained Glass Source, Inc. or order discrepancies must be reported immediately upon receipt of order. We will not take responsibility for correcting errors made on purchases over 30 days old.

Delivery Information:

Continental US - UPS ground service: 2 to 6 shipping days depending on distance from our warehouse.

USA - Rush 2nd day or Next Day UPS service: MUST BE APPROVED BY PHONE. WE WILL NOT RUSH SHIP without voice approval. Takes 2 working days. No Chemicals can be shipped 2nd Day or Next Day Air or USPS Priority Mail.