How are my items shipped?
Here at Stained Glass Express, we take great satisfaction in making sure that your products reach you safely. We are constantly updating our methods and materials to make sure your products get to their destination in one piece. Please note that in our ever-evolving methods to better our shipping to you, the following may be subject to change.
Orders placed in the continental US will be likely shipped using USPS and their Ground Advantage service, or via FedEx and their Home Delivery service.
Orders placed in either Hawaii, Alaska, or Puerto Rico will most like utilize USPS Ground Advantage, or USPS Priority.
Orders placed in Canada will typically be shipped via USPS Priority Mail International.
How much do you charge for shipping?
In the continental US, we have set up our checkout page to show the correct shipping charges for your order. Orders that contain no glass will be priced at $10.40 or $18.40, depending on the size and weight.
In the continental US, for orders that contain glass, we charge a flat shipping rate of $20. The quantity of glass does not matter, you could be ordering 4 pieces or 40 pieces, it is shipping for $20.
In the continental US, for orders that are shipping with oversized items, such as a 6ft section of zinc, the shipping is $35.
For orders placed outside of the continental US, we charge the shipping cost that was given to us by our shipping providers.
*Stained Glass Express reserves the right to apply additional shipping charges and hold the order until payment is received.
When will I receive my order? How soon will my order ship?
We try our absolute best to get your order to you as soon as possible. For the most part, we will typically pack orders within 48 hours of receiving them. However, during busy times, it could be up to 72 hours to ship.
For most orders placed in the continental US, packages are typically received within a week, however delays do happen. We do send tracking information when the order is shipped, but please reach out if you did not receive your tracking information, or if anything looks out of the ordinary.
What if something I want is out of stock? How do I know when something will be back in stock?
If you reach out to us via email or a phone call, we will take your information down on our notification form and reach back out to you via your preferred form of communication to let you know when it is back in stock. You can also keep an eye on the item(s) on our website. Typically, we receive glass orders every several weeks, and supply orders several times a week.
I don’t want to pay for shipping twice, but something I want is out of stock. Can you hold my order until an out of stock item becomes available?
We can hold your order if something is out of stock. Until the point that the out of stock item is in our inventory, anything that you come across can also still be added to your order. We will just email you an invoice for the difference.
When I click on my tracking number, there’s no information. Why?
If you have received tracking information for your order, it means that we have packed it up and put a shipping label on the package. A lack of information via the number could mean that the carrier has not picked up the shipment yet, or there could be a system delay in their tracking program.
I didn’t receive everything I ordered. Why?
We are sorry to hear that! Before your order left our store, it was checked over at least twice, but mistakes can happen. Small items can quickly disappear into our packing material, so please make sure to check that carefully. If you are positive that something is missing from your order, please reach out so we can rectify the situation. We will either send the missing item with your next order, or right away.
Part of my order was broken, what do I do?
For us to be able to help replace what has been broken, we need a few things from you. If you could send us a photo of the shipping label (tracking number included), two photos showing all 6 sides of the box (photos taken from opposite corners), a photo of the packaging material in the box, as well as showing how the product was in the box, and finally a photo of the broken merchandise. Once we have that information, we can rectify the situation for you and send out a replacement ASAP. We will either send the missing item with your next order, or right away. This information is also included with every shipped receipt.
I would like to return some supplies that I ordered, how would I do that?
In order to accept a return for supplies, we would need either the account the order was placed with, or the receipt if within 30 days. If beyond 30 days, we will need a receipt to accept a return.
We can only accept unused product for returns.
We can only accept product that we currently sell. The only way that this might happen is if the manufacturer ceases production and we cannot receive more.
If you are shipping a return, postage must be handled by the purchasing party, and a refund for the product will be issued once your product has arrived at our location.
The policies for a glass return are similar. The additional parts are that we cannot accept a return for a custom cut piece of glass.
All shipped glass returns must reach our location in one piece, if the glass breaks in transit to our location we will assess at that time.
If you have any questions regarding our shipping or return policies, please reach out via phone to (207)213-4126, or email us at admin@stainedglassexpress.com, and we will answer you as soon as we can!