Return Authorization (RMA #): If you do have a problem with any merchandise or are not completely satisfied, we recommend replying to your original order email. If you contact us by replying to your original order 1st. All though you can call us, we are land not sitting by the phone and are often handling product production. (727) 397-3073 calling can create delays as like many small companies we are always short staffed.
You will need a Return Authorization Number and receipt of your return within 14 days of receipt. We will provide a Return to Address at the time the RMA # is issued with the exception of items (mostly large volume or specialty items) that fall into Non-Returnable or may have a restocking fee (see below).
Repack your item(s), including ALL parts, accessories and manuals, along with the original packing material (only if it's in good condition).
Note: Items returned more than 30 days after delivery, not in sellable condition, require us to repackage, or are missing parts, may be charged either a 15% restocking fee (see below) or may not eligible for a refund.
•Ship the item(s) back to us with a copy of your receipt.
•Include the RMA # on the copy of the receipt & on the outside of the package.
•The item must be shipped insured, signature required to the RMA address we provided.
•Shipments without an RMA # will be refused.
•Exchanged Items will require that we are in receipt of your item and it is in good condition before we will ship you the required items in return. •Customers are responsible for costs of shipping items back and depending upon circumstances may be responsible for the shipment of the new items but this will be clarified upfront in the initial request for the return.
NON Returnable Items:
•Items that are heavy or large (items that ship by freight) may NOT be returned. Items such kilns may not be returned. If they are defective, you will either receive a replacement directly from the Kiln Manufacturer or it they will take care of repairs; but we do not accept returns on items that ship by freight or are a direct manufacturer responsibility.
•Also, items that are "special ordered/quoted" cannot be returned like hand made Specialty Glass.
•Items stated as non-returnable on the product's detail page may not be returned.
•Items that you have installed cannot be returned.
•Items that are not brand new and/or missing any of the manufacturer's packaging cannot be returned.
•Items that have been specially manufactured for your order may not be returned.
•Items that have been cut-to-order or are consider a high volume order may not be returned.
Restocking Fee: We have a standard restocking fee of 15% on each item of a quantity of 10, if an item is not in resale condition, requires us to repackage and label or we may have already ordered replacement stock and now will have more than needed sitting in stock. You may wish to consider a reorder, exchange or credit.
We always try to be most reasonable whenever possible.
•If you wish to return a product and do not place an exchange or reorder for items of equal quantities or value, the restocking fee of 15% "may" be applied. If a reorder is placed for a similar product (costing nearly the same amount), the restocking fee may be lowered from 15% to 10% or eliminated entirely.
•For a product to be considered a "reorder", it must be for a product that directly replaces the item that's being returned, in both price and type. For example: If a $20.00 precut glass kit is returned, the reorder must be for a product of comparable value.
•Please note that if for some reason the reorder must be returned, the restocking fee for the return of the reorder will be at least 25.
•Items returned after 30 days are subject to a 15% restocking fee or may not be returnable at all. We will let you know our decision when we respond to your request.
•Your reorder must be placed prior to your credit being processed. If you wish to reorder right away, reference will be made to your return on your reorder to ensure that you receive the lower restocking fee. If you need to apply your credit to you reorder, you can do so, but we will need to receive the product and/or credit for the product before doing so.
•If you return a product, reorder, and then return the reordered product, you will be assessed a restocking fee of at least 25% for the return of the reorder.
•In the past we have shipped products over and over again until our customers found something they liked. We do not ship "trial" products; we choose not to operate this way.
•There is substantial cost in processing orders and shipping products. There is also cost in returning products; messages must be answered, RMA’s issued, products received and restocked, paperwork processed and mailed, etc. For this reason, we adhere strictly to our Return Policy to keep those rare customers from "trying" and "trying" products.
Defective Products: You must contact us within thirty (10) days of receiving your order, if any product proves to be defective. Please DO NOT ship the product back to us without contacting us first and receiving an RMA number and return instructions. After we receive the defective merchandise, we will inspect it and/or test it if need be, and we will ship back to you (at our expense) a non-defective replacement product.
Should we determine that the product is in fact defective (and was returned in accordance to our return instructions/policy), we will not only pay the cost of shipping the new non-defective product to you, but we will also reimburse you for Priority Mail rates/charges (not Express Mail), for shipping the defective product back to us. This does not include any 3rd party processing fees imposed by some shipping companies. This offer is only good in the Continental U.S. If you ship the product back to us from outside of the 48 states, you will need to pay for the cost of sending the product to us and we will refund you the equivalent of the US cost of shipping.
If the product is defective, you will receive a replacement. If you choose to return the defective item, rather than replace it, we will charge a 15% restocking fee and your original shipping and processing charges will not be refunded. Also, items returned after 30 days are subject to a higher restocking fee or may not be returnable at all (we will let you know if this applies to your return). The return of the product is at your expense. We believe that this is a fair policy because lower overhead results in lower prices for all of our customers.
If after 30 days of receiving your product, it proves to be defective, we would like for you to deal with the manufacturer and will be happy to provide you that contact information. Whatever policy the manufacturer has will determine how you will proceed. We supply products; we do not warranty products and after thirty days we leave it up to the manufacturers. There may be instances when the manufacturer, once they have been contacted, will ask that we help in the replacement process.
If this is the case, we will assist you and the manufacturer with the return process. However, 30 days after receiving your product, it will be necessary for you to contact the manufacturer first.
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