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Please review the following 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 the Contact us 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.


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 below.

Has my 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 log into your PayPal account and click on the order details. There it will indicate if and when your order has been shipped. If you don't have a PayPal account and have not received tracking info, please email us below.

 How long will it take for my order to ship? We do our best to ship within one business day 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 possible.

There is a mistake in my order.  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 it right.
 
Can I 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.
 

Can I 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 I have my 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 I pick up my order to save on shipping? We do not have a retail outlet where you can shop. However, if you live in our area (Sheridan, Oregon, USA), we may be able deliver product to you. Please inquire about this by using the contact us form below.
 
What are the tracking numbers of my 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 my 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 should 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. 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 profile 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 search for other orders and combine any that exist. We will refund additional shipping fees as long as we are able to combine the orders.
 
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 either way, 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. 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. Please also visit our Glass 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.
  • 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 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 “Priority” shipping method, please contact us for credit.

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

Please read the preceding messages to see if your questions are answered. If they were not, please Contact us >>