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Where are you located?

We’re located in Michigan and all orders ship from our shop in Michigan (in the U.S.)

Do you ship to Canada?

Yes! We sell to Canada and will ship orders to Canada using UPS.
(we also sell and ship to most countries)
Here’s how: Click the little flag icon in the lower left and select the country you wish to ship to (it it’s not already selected).

What currency are your prices in?

Our website is programmed to show pricing in your local currency

What credit cards do you accept?

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

Does the price shown with the items include the personalization?

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).

How are the designs and personalization applied to the glass?

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

How long does it take to receive my order?

Most orders are received in about 2 weeks. Please let us know if you need it sooner and we’ll do our best to accommodate your deadline.

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

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

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

We are located in Michigan and are open 10:00AM until 6:00PM Eastern 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.

Can I pay by check or money order?

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, 701 E South Street Suite 215, Lansing MI 48910. 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. You can also call to place your order before mailing a check, in which case we will wait until we receive the check to process your order.

Can I return items?

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.

What if I need it sooner?

In most cases we can bump up an order so that it ships sooner. We offer expedited shipping options (UPS Next Day, and UPS 2nd Day). If you need your order to arrive sooner, we recommend you call us (1 800 927 4131) and we will ship it with enough time so that arrives on time.

What if my order arrives damaged?

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.

What if my order arrives with something misspelled?

It’s rarely happens, but on occasion we make mistakes. If we’ve made an error, we will engrave a new item and ship it to you at no cost. However, if there is error in the text you provided us, then we will have to charge you to engrave a new product. 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.

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

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

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

It is a 9.5 foot x 5 foot size flag.

Do you ship to other countries?

Yes! We ship to most countries and our checkout will calculate shipping including all taxes and duties.

Do you gift wrap?

We do not gift wrap, but you can choose gift boxing as an option on selected items. The cost is $8.95 and includes a white gloss box with your gift carefully wrapped in tissue paper and bubble wrap if necessary.

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