This page outlines what to do in the case of: damaged items; late delivery, stolen or misdirected packages; missing or incorrect items; and returns.
Damaged items - Stained Glass for Less provides quick and reliable service, as well as a 99% successful shipping rate. If you are among the unlucky 1% we are here to handle your concerns quickly and professionally. Please be assured that your order was packed with care using durable packing materials and success tested packing methods. The package was 100% intact when we turned it over to the carrier.
To assist us in providing a quick and complete refund service please inspect your shipment carefully. Make note of outward damage to the box. Breakage is typically accompanied by heavy scuffs, tears, punctures and crushed edges. Photograph the damage to the packaging and photograph the damaged items. The more detailed the photographs, the quicker a successful conclusion can be obtained. Please note we cannot file a claim or provide a settlement without this information. Email the photographs to: firstname.lastname@example.org -
Important information for FedEx shipments:
We insure all FedEx shipments to value and keep records of the tracking numbers and shipping details. We will handle the claim as the shipper. When practical we will replace the damaged goods. Otherwise, we will provide a refund for the damaged/lost items. Please note that the decision to replace or refund is at the complete discretion of Stained Glass For Less.
Important information for USPS shipments:
Unfortunately, the USPS does not honor breakage claims for fragile or glass items. Any settlement we provide is 100% out of pocket. For that reason, we cannot provide replacement glass for damaged USPS packages, however, you may qualify for a refund of the damaged item.
Late delivery, stolen or misdirected packages - We have yet to get a complaint of “porch piracy” but we know it happens. FedEx now provides photographic evidence of delivery in the event no one is available to accept delivery. Misdirected packages are rare, but they happen from time to time. Late delivery is more common due to increasing ecommerce traffic the carriers are tasked with handling.
In all cases, packages that are stolen, delivered late or misdirected by the carrier are far beyond the control and responsibility of Stained Glass For Less. We will assist you with tracking information, photos of the package, weights, dimension, etc. however these are matters are the sole responsibility of the carrier.
Missing or incorrect items - Missing items are rare but do happen. Every order is accompanied by an invoice/packing slip. The contents are checked off when packed, and double checked by another team member before sealing and shipping. If an item is missing, please check through all of the packing material. Supplies are typically packed on the side or bottom of the box and covered with loose fill. Small items will often move around in transit and work their way to the bottom of the box. We often staple small items to the invoice, so don’t discard your paperwork or throw out the packing material until you have determined that all items are accounted for.
Incorrect items are the most common complaint. They don’t happen often, but it is the most common error. Mistakes happen, and if we have mixed up the item – usually, sending a wrong size bevel or non-iridized glass when an iridized glass was requested – we will correct our error.
In the event of a missing or incorrect item please call us at 561-557-7713 or email us at email@example.com with the details.
Returns - We offer a flexible return policy. We don’t expect people to be stuck with an item they don’t like or no longer need.
If you have ordered an item that is not to your liking, please pack carefully in the manner the in which it was received and ship it back to our fulfillment center at 2755 Vista Parkway, Suite I-9, West Palm Beach, FL. Unless the item you received was our error, the client is responsible for the return shipping fees.
Returns require the original goods in resalable condition - including all parts and manuals - along with the original packaging in good condition. Items returned in an unsellable condition may be subject to a repackaging fee.
You should expect to receive a refund to your payment account within one to two days of us receiving the return package.