Shipping, Damages, and Returns Policy
- How are the shipping charges calculated?
- Can I place an order outside the 48 contiguous United States?
- Can I select a faster shipping method?
- Why is there a boxing charge on my order?
- Can I track my order on your website?
- How do I make a return?
- Do you back order or substitute products?
- What happens if my order arrives damaged?
- Still have a question?
Shipping estimates for the 48 contiguous states are based on the pre-discount total of your order and are calculated using the following chart. Orders are shipped via UPS Ground unless specified otherwise. Shipments to Post Office Boxes will be shipped via Priority Mail; additional shipping charges my be required. If you have any questions please contact us.
|Order Total||Shipping Charge|
|$15 or less||$8.00|
Shipping exceptions include; wholesale orders, glass packs, sale items, oversized glass sheets, glass sample sets, 6' lead, zinc, brass, copper and frame stock, floor lamp bases, and doors.
For Destinations Outside The 48 Contiguous States
Shipping to destinations outside the 48 contiguous states is available on our website by simply selecting the appropriate country in our checkout process.
Shipping charges to destinations outside the 48 contiguous states will be based on actual weight and distance. In most cases, the shipping charges will be higher than the charges shown on your order. The customer is responsible for all additional shipping and handling fees, applicable customs, duties, import fees and taxes.
Shipping to Alaska, Hawaii, APO, FPO and all US possessions and territories is via Priority Mail. All other destinations will be shipped via Air Mail Parcel Post.
International delivery time could be up to 6 weeks depending on your countries Postal and Customs processes.
Please be aware that some product's warranties may not provide coverage outside of the United States. Alpine Stained Glass makes no representations regarding warranty coverage, compatibility or serviceability for products used outside the United States.
If you have questions prior to placing your order please contact our Sales Department.
Yes, you can select a faster shipping method. If you would like us to express ship your order please contact us and we will get you a revised shipping quote. We can ship either via Priority Mail, UPS 3 Day, 2 Day or Next Day Air. If you have already placed your order online then please have your order number ready.
Please note: In order to ensure same day shipping, we must receive your request prior to 11AM PST.
Orders that contain sheet glass, metals and lamps are subject to an additional oversized boxing charge. If applicable, this charge will be automatically figured when you view your basket. Below is a breakdown of the charges:
|6' Frame Stock Box||$7.00|
|Metal Oversize Box (holds lead, brass, zinc came)||$7.00|
UPS Package Tracking
If we have shipped your order via UPS, then you will receive an email from us with the confirmation number in it. With this number you can track your package directly off of our website. Just sign into Your Account and go to "Track your orders".
Once a shipment has left our warehouse we are not liable for damage or loss of merchandise. Should this occur we recommend you follow these procedures:
UPS Shipments / Postal Shipments
If the shipment shows outward evidence of damage, open the package before signing the delivery form. Do not refuse delivery. Notify your local UPS distribution center or Post Office. Do not alter the carton or the damaged goods until an inspection by the appropriate agency has been made. The package will be picked up and returned to us. We will then replace or repair the merchandise.
If damage or loss is evident, indicate it on the carrier's delivery form. Do not refuse the shipment. File a claim immediately with the carrier and then notify us. Keep all packaging materials and the damaged goods until inspection has been made.
Back Orders and Substitutions
We do, but only if you say so when you place your order. This option is given at the time of purchase and will better help us to fill your order in a timely manner according to your preferences. If you think you have made an error during the ordering process, then please contact our Customer Care Center and we will be happy to assist you.
If a ordered product is not in stock then we will back order it for up to 30 days. You may choose not to have this happen at the time of purchase.
We will notify you if your order will be delayed or for some reason cannot be filled.
If you need to make a return we ask that you follow a few simple procedures. When your shipment arrives, make sure you receive the number of boxes you have signed for on the carrier receipt.
If defective or incorrect merchandise is received through an error on our part, please notify us within two working days. We will issue a call tag and pay shipping both ways. Returns will only be accepted within 30 days of purchase.
Do not return any merchandise without prior approval! Unauthorized returns will not be credited.
All items returned for other than defective merchandise will be subject to a strictly enforced 15% handling charge and the customer must pay all shipping and insurance charges both ways. No credit or refund on glass, books, patterns, lead, zinc or brass came, chemicals, foil and any items not in its original manufacturers package or any special ordered item. All returned items must be in "factory fresh condition" showing no signs of use or wear.
If incorrect quantities are received, we must be notified within two working days after receipt. Failure to do so shall be considered evidence that Alpine Stained Glass and Door has satisfactorily performed its obligations.
Do You Still Have Questions?
If you didn't find the answer to what you're looking for, then you can contact us and one of our knowledgeable Customer Care Associates will be happy to assist you.