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 every two weeks for an ongoing backorder item.
Return & 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) or we can ship C.O.D. which adds $11.00 per box.
Credit Cards - Credit cards are not billed when an order is placed. They are billed once the order is boxed up and weighed to insure 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.
COD - It is important that all C.O.D. orders be paid for when delivered. The customer is responsible for all shipping and handling charges for C.O.D.'s returned to us and may be charged a restocking fee. After a second C.O.D. is returned to us because the customer is not home or funds are not available we will require prepayment on all future orders. UPS will only make 3 delivery attempts so please be ready. Orders with a shipping cost of $50 or more with first time customers must be prepaid. Freight shipments must also be prepaid and can not ship C.O.D. If you would like to order online and pay via C.O.D. please call us BEFORE you fill your shopping cart at 800-310-8588 or 866-LAMPWORK so we can set up a C.O.D. account for you to access in the future.
Cutting Fees - Cutting down 5 foot long tube and rod can save on shipping costs. If you are ordering smaller amounts of these products cutting them may make sense. We charge a minimum of $5, which covers five cuts. Each additional cut is $1. The cuts are not perfect and tubing can have glass dust inside. We typically do not charge to cut small amounts of small diameter tube or rod. Please note in the comments upon checkout if you would like your tubing and rod cut.
Adding to or Changing an Order - 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.
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