Below is a list of FAQ's that may help with your questions. Please review them
before contacting us to see if your concerns are met.
|Having trouble with the shopping
cart? No problem. We can get you going quickly. To fix most shopping
cart problems, please
empty your browser cookie cache.
Or, you can email a list of the items you would like to purchase using
form below. (You can copy and paste the shopping cart into an email to us.) We will then email you back an invoice you can pay from.
|There is a mistake in the order
you received. What should you do? No worries! Just send us a kind
note and we will take care of it immediately. We work very hard to make sure
you receive your order correctly and quickly. But we are human and do make
mistakes. Just send us a quick note when it happens, and we'll gladly make
|Can you pay using just a credit or
debit card, and not PayPal? Yes. When you are ready to check out, you
will see two options at the bottom of the shopping cart: "Check Out" or
"Check out with PayPal." For credit or debit cards without using a PayPal
account, click "Check Out." On the next page, look on the right for "Pay
with your debit or credit card as a PayPal guest." Click this link and fill
in your address and credit or debit card info. Credit and debit card
payments are still processed by PayPal, but you don't need to open an
account with PayPal this way.
Can you place an order by
phone? Sorry, but all orders must be submitted online. We
cannot take phone orders. This reduces costs and saves you money.
Can you have your order packed
and shipped quicker? Yes. Please choose the expedited shipping
preference when checking out. This option includes a small fee for getting
your order out quicker than usual, and a fee for expedited shipping service.
|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. Shopping is strictly online and product must be shipped. If you live in
our area (Sheridan, Oregon, USA), we can deliver product to you if we are
traveling that way. Please inquire about this if you'd like using the
contact us form below.
|Did we receive your order?
Please login to your PayPal account. If you see your order listed there,
we received it. If it is not listed in your PayPal, please contact us
|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. We do our best to ship within 24 hours of receiving
an order. However, this depends on the quantity of orders, and we cannot
guarantee it. What we can guarantee is that we will ship as quickly as
|What are the tracking numbers of
your order? You can check your tracking number 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 between 3-5
days from the date it was shipped. 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 you do if your 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. Send us an email below to
make sure we have the correct address. Also, please login to your
PayPal account and go to your profile section. There you can change your
Ship To address. Be sure to change your "Ship To" address and not just your
|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 search for other orders and combine any that exist. We will
refund additional shipping fees as long as we are able to combine the
|Returns, Refunds and Exchanges.
All products come with a 100% money back satisfaction guarantee. You may
return any products with 45 days from the purchase date, or 30 days from
receipt, whichever is longer, for a full cash refund of the product. For
defective items, we will reimburse you for shipping both ways. For
non-defective items, we do not reimburse shipping fees, but we do not charge
a restocking fee.
Other helpful info:
- If you're having
difficulties with the
glass, we are always here to help. First, we have numerous free videos you can watch in
How to Videos" section, including videos on getting started.
Please also visit our
Help Pages for issues such as cracking beads and shocking glass. If,
after reviewing this information, you are still having difficulties, we
are here to help. Please contact us below.
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.
"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 in the
shopping cart when
you check out . This option to cover breakage is called
“Priority” in the shopping cart. If
you experience breakage when using our
shipping method, please contact us for credit.