How do you calculate shipping costs?
On pallet load shipments, we use the actual quoted transportation cost provided by the common carrier. We rely on accurate information from our customers in order to estimate carriage charges. All smaller orders are shipped UPS Ground using published residential rates.
Are there any additional charges to deliver pallets to my house or upstairs in our office building?
Yes. Please notify us at the time of order if we are shipping to a residential address or if you require special services from the carrier. If we are later assessed accessorial charges for such things as residential, lift gate or inside delivery service, we will bill you accordingly. Failure to pay that bill could seriously harm our ability to do business with you in the future.
Does a business operating out of a home qualify as a commercial delivery address?
No. A residential delivery is defined as delivery to a location that is a home including a business operating out of a home that does not have an entrance open to the public.
Do you have a handling charge for small orders? How do you protect individual cartons?
All smaller orders are shipped UPS Ground using published residential rates. We are experts on the UPS system and as such over package master cartons into a new, heavy duty corrugated box with bubble wrapping on all six sides. This process is costly and labor intensive; however, our extremely low damage rate justifies our investment. We charge our customers a nominal fee of $4.00 per order for this service in addition to the actual UPS Ground residential charges. If your product arrives without over boxing, this means that we have specially designed and manufactured an expensive master carton that withstands the small package environment and any normal wear and tear during shipping.
How will I be notified when my order has been shipped?
For individual package movements, if you have provided us with a valid email address at the time of your order, UPS will send you a tracking number and a hyperlink to the tracking portion of their website as soon as the shipment is scanned into the UPS Worldship system.
For pallet shipments, we offer you a PRO# off of the bill of lading which is used by the carriers to track the movements of motor freight cargo across the country. Please let us know if you need to make special arrangements with the carrier prior to delivery when placing your orders.
Do you ship my entire order at the same time?
For a multiple product order, we will make every attempt to ship all products contained in the order at the same time. Products that are unavailable at the time of shipping will be shipped as they become available, unless you inform us otherwise. You will only be charged for products contained in a given shipment, plus any applicable shipping charges. You will only be charged for shipping at the rate quoted to you on your purchase receipt. The entirety of this shipping charge may be applied to the first product(s) shipped on a multiple shipment order.
What do I do if I entered an incorrect shipping address?
Please reply to your order confirmation to change your shipping address or call customer service at 1-860-826-1881.
Who do you use to ship orders?
All smaller orders are shipped UPS Ground using published residential rates. On pallet shipments shipped via LTL freight, we add only the actual quoted transportation cost provided by the common carrier to the invoice. We rely on accurate information from our customers in order to estimate carriage charges. If we are later assessed accessory charges for such things as residential, lift gate or inside delivery service, we will bill you accordingly.
To start a return process, please visit our returns page.
Orders, Payments, and Turnaround
What is your minimum order?
Our minimum order is a master carton from the glass manufacturer, which is typically 12-36 jars per carton. For larger glassware, such as storage jars, a master carton may be anywhere from 1-6 pieces. The number of pieces per master carton is listed in the store under the product description.
What are your payment terms?
All e-commerce orders will be paid via credit card at the time of order.
Do you accept debit or credit cards? Will you take a personal check?
We accept the following credit cards: Visa, American Express, MasterCard, and Discover. We also accept any debit cards that process through Visa or MasterCard. There is no surcharge for using your credit card to make purchases online. Wholesale customers will incur a 2% processing fee when using a credit card. Please be sure to provide your exact billing address and telephone number (i.e. the address and phone number your credit card bank has on file for you). Incorrect information will cause a delay in processing your order. Your credit card will be billed immediately upon making a purchase. Any necessary refunds will take 3-4 business days to post to your credit card statement.
Do you offer price breaks? Can I get discounts based on larger quantity orders?
We do not offer price breaks on e-commerce orders. In order to keep things as simple as possible for our customers, we always offer the best possible price, regardless of quantity ordered. You can place orders anytime it’s convenient for you, day or night.
Once I place an order, how long does it take for my glass to leave your warehouse?
We make every attempt to processes all orders within 24-48 hours. Orders placed on Friday, Saturday and Sunday are processed on Monday in the order they are received. In no event will we require more than 48 hours to process and ship your order unless the items you requested are not in stock or on back order. For more detailed bulk order tracking, we recommend you call the carrier within one day of receipt of your PRO# (i.e., the type of tracking number issued by trucking companies for pallet movements) to find out when they expect to make delivery.
What happens if items in my order are out of stock?
We will ship your product as it becomes available. Usually, orders ship within 24-48 hours, or on the next business day if your order is for orders received on Friday, Saturday, Sunday or any major holiday. However, there may be times when the product you have ordered is out-of-stock which will delay fulfilling your order. We will keep you informed of any products that you have ordered that are out-of-stock and unavailable for immediate shipment. You may cancel your order at any time prior to shipping.