Ordering Information | Mountain Glass Arts

Mountain Glass Arts: The Premier Distributor of Borosilicate Glass, as well as All Lampworking, Glassblowing and Flameworking Supplies.

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Ordering

Online Stock Status - Our real time stock status gives you the comfort of knowing whether the product you are searching for is on hand as you are browsing our website. Products that are not drop ship items and/or are not in stock will display an out of stock message to let you know. We will contact you if you order an out of stock item to update you on the status of the product and offer related items. If an out of stock product prohibits you from ordering from us please call and check the status. Most items are on the way to us if they are out of stock and will be shipped promptly when they arrive.

Backorder Policy- If you order a product that is out of stock we will contact you as soon as possible to see if you would like to substitute something for the item. If we do not hear from you within 24 hours we will ship the order minus the out of stock item. When the backordered product arrives to Mountain Glass we will call and wait for confirmation from you before we ship the item. Backorder items ship free of shipping and handling charges (except for 5ft long tube and rod, as well as items requiring freight shipment). We will also update you at 30 days for an ongoing backorder item.

Return and Restocking Fee- First and foremost we want you to be 100% satisfied with every purchase. If you order a product and are not completely satisfied with it you may return the item. You must notify Mountain Glass of the return within 10 business days of receiving the product. Once the merchandise is received in new condition with the original packaging, a store credit or credit card/check refund will be issued. Depending on the circumstances there may be a restocking fee of up to 20%.

Payment - We accept Visa, MasterCard, Discover, American Express, UnionPay, PayPal and wire transfers ($30 fee). We will also accept prepayment with a check or money order (personal checks must clear, approximately 2 weeks, before an order can be sent out).

Credit Cards - Credit cards are not billed when an order is placed. They are billed once the order is boxed up and weighed to ensure the proper amount is charged the first time.

PayPal - When paying via PayPal, the majority of the time a refund or request for funds will be issued. This is due to the shipping estimate varying, the color rods not weighing exactly one ounce or items being out of stock. If a refund is due it will be promptly sent when the order is shipped. If additional funds are owed we will wait to receive the funds before shipping the order.

Cutting Fees - When ordering 5 ft tubing and rod please be certain to select the ‘Ground UPS w/ Tube & Rod’ option for the most accurate shipping quote. When ordering small quantities of tubing and rod, generally under 10 pieces, it may save you money to have your items cut. If you would prefer that we do so, even if ordering more than 10 pieces, simply note this in the comments field during the checkout process. We charge $5 minimum to cut, but you will save quite a bit of shipping costs. If we don't think it's possible to cut your order but you request it we will call to go over the details.

Additions to Orders - Please keep in mind that changing an order does require additional work for us and does leave more room for error to occur. Also, changing an order can cause delays since once a change is made the time stamp on the order goes to the time the change was made. It is also much easier for us to edit an order before it is packaged. Once an order is packaged we may need to charge an additional handling fee due to having to un-box the order, re-pack, re-weigh and print new labels. We have always been happy to help our customers in any way, but please try to keep the number of order changes to as few as possible.

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.

(828) 298-6187 :: Phone
(828) 298-6201 :: Fax
Email:

© 2011, Mountain Glass Arts - 1370 Tunnel Road, Asheville, NC 28805 | Hours of Operation: Mon. - Fri. 10am - 6pm EST