FAQ

FAQ

Q.What credit cards do you accept?

A. We accept Visa, Master Card, Discover & American Express as well as Paypal.

Q. Does the price shown with the items include the personalization?

A. Yes, on all items that have personalization as an option the price includes the personalization. The only other charges are sales tax if your order is being shipped to Michigan, and shipping charges (see shipping info for the cost of shipping).

Q. How are the designs and personalization applied to the glass?

A. All designs and personalization is done by with laser etching. So the designs and personalization will never fade or rub off.

Q. How long does it take to receive my order?

A. We ship most completed orders in 5 business days. It takes UPS 1-5 business days to deliver your order (depending on which state it is being shipped to, see map in shipping info). So from the time of ordering to the time of delivery is 10 business days or less.

Q. I'm sending the gift directly to the recipient. Will there be an invoice with pricing included with the gift?

A. We do not include any invoices with the order. The only item included with the gift is an optional free gift card to tell them who the gift is from.

Q. What state are you located in and what are your hours of operation so that I can call?

A. We are located in Michigan and are open 8:00AM until 6:00PM Eastern Standard Time. If you get our voice mail during our business hours, it means that we are helping other customers or the production staff. Please leave a message and we will contact you asap. You can also email us anytime, we respond to emails quickly. If you email after hours, we will respond first thing in the morning.

Q. Can I pay by check or money order?

A.Yes, you can pay by check or money order. You can print the the order form from our website after you fill in the personalization. Then mail it along along with a check (be sure to included the cost of shipping and sales tax of 6% if the item is being shipped to Michigan). Mail it to The Glass Fox, 107 S. Putnam Suite 211, Williamston MI 48895. Allow enough time for the letter to be delivered and for the check to clear, as well as the time to personalize the item and ship it.

Q. Do the cookie jars on your website have a plastic seal around the lid to keep baked goods fresh?

A.The lids do not have a plastic seal. The lid is heavy and fits to the jar so well that a plastic seal is not necessary. They really do keep baked goods fresh.

Q. Can I return items?

A. Unfortunately personalized items can not be returned, do to the fact that we wouldn’t be able to resell the item. We will replace any item that is flawed or doesn’t work properly (like a clock). We only use high quality items for this reason.

Q. What if I need it sooner?

A. In most cases we can bump up an order so that it ships sooner. All of the expedited shipping options are available (UPS Next Day, 2 Day, 3 Day Select). If you need your order to arrive sooner, you can either call us (1 800 927 4131) or type in the comments box (which comes up near the end of the ordering process) when you need your order to arrive by and we will ship it with enough time so that arrives on time. If you need expedited shipping (Next Day, etc.) please call or email for a price, the price varies (due to the weight, size of box, and destination), so we will need to know what the items are and zip code of the ship to address. We would then be able to give you a price.

Q. What if my order arrives damaged?

A. We pack our items very well and rarely get damage. If you do have an item arrive damaged, please keep the item and the packing material. We will contact UPS and make a claim, so they may want to inspect it or issue a call tag to pick it up. We will ship a replacement asap.

Q. What if my order arrives with something misspelled?

A. Occasionally we misspell the personalization. We save all layouts, so we are able to verify the error and ship a replacement out immediately. We may request to have the item with the mistake sent back, but we will pay for the pickup and shipping costs.

Q. What if I make a mistake in the personalization when I order?

A. If you notice the mistake after you receive your order confirmation, contact us asap. If your order hasn’t been etched yet, we will be able to correct it.

Q. I received a burial flag from the Military. What size flag is it?

A.It is a 9.5 foot x 5 foot size flag.

Q. Do you ship to other countries?

A. At this time, we only ship to the USA and Canada

Q. Are the gift cards free?

A. Yes

Q. Do you gift wrap?

A. We do not gift wrap, you can choose gift boxing as an option. The cost is $5.00 and includes a white gloss box with your gift carefully wrapped in tissue paper and bubble wrap if necessary.
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