Back Order Policy - Back orders shipping domestically are sent free of
shipping and handling charges (with the exception of 4ft and 5ft tubing and rod, items
requiring freight shipment, or items that would have shipped in their own box
We work to gather all
back ordered items before any shipping or billing occurs. We hold back orders open for 30 days. We will make every attempt to acquire the
back ordered items within that time period.
If there are items we were not able to acquire within 30 days we will
ship any back order items we do have, remove the missing items from the order
and email you when they do become available.
If in the rare instance our inventory is
inaccurate when you place an order we will contact you via phone and/or email to
notify you. We will then wait 24 hours for
a response. If we do not hear back from
you we will remove the product from your order. If you are interested in having the item back order, you will need to contact us so we can create a back order.
Fees- Please Note: Our on-line shipping
calculator will analyze your order to see if it is cheaper to cut your glass or
ship it full length. If it is determined that we can save you money by cutting
your 4ft or 5ft tubing/rod we will do so.
If youdo not want
us to cut your glass please add a note in the comment section of your order.
Be aware, that requesting wenot
cutyour glass when it is
suggested we do so OR requesting your glass to be cut when it is suggested we
don’t, can increase your shipping total dramatically.
Why did we decide to cut your glass and add a fee?We did so to save you money.
Your overall cost is still lower than if we did not cut.
Is there a limit on the quantity we will cut?– Once cutting fees go over a
certain amount, the savings to your shipping costs become too close to the cost
of the cutting fee making it not worth doing. In addition, if we cut too much,
your box would become too wide and would incur fees equal to a 5 foot long box.
This is also why we only cut in half and not in 1/3rd’s.
Why do we charge to cut glass?- There are many costs associated with
cutting glass. Additional labor is required to stage, cut, clean and wrap
the glass. There are safety issues for our employees so we must
create a safe environment for cutting which costs money. We must
purchase, maintain and replace the equipment and tools. In addition,
inevitably, tubes of glass are damaged during the cutting process and need
Why will we only cut up to 50mm
tubing?– Larger size tube is more
complicated to cut and expensive to replace if there is damage.
Condition of cut glass- Be aware the ends may be rough,
sharp and/or uneven. While we do our best to keep the glass clean
during the process, tubes may have glass fragments or dust inside.
Help Us Help You!- When we call you regarding your order, it helps everyone if you listen to your voicemail before calling back. This way you will know what the call was in regards to and who to ask for. Sometimes the staff member who called you may be still typing notes in the computer or may already be on another call, in this case we can't tell who contacted you or why. We are always happy to help if you do not know this information, but it makes it more difficult. Thank you for understanding.