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.
Back Order Policy - Back orders shipping domestically are sent free of shipping and handling charges (with the exception of 5ft tubing and rod, items requiring freight shipment, or items that would have shipped in their own box originally). 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.
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 20 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, 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 - Please note that this is a complicated form of payment for us to accept and can delay your order. This occurs when the actual amount owed differs from the amount sent to us via PayPal at the time of order placement. Minor changes occur due to weighing, packing and processing the product for shipment, which can result in a refund or request for additional funds. if additional funds are needed, we will not be able to ship the order until the funds have been received, which leads to delays in shipping your package.
Cutting 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 you do not want us to cut your glass, please add a note in the comment section of your order.
Be aware that requesting we not cut your 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 discarded.
* 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.
* 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 discarded.
* 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.
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.