TERMS & CONDITIONS

CANCELLATIONS, RETURNS & REFUNDS

Cancellations

What is your Cancellation Policy?

You can cancel your order at any time prior to production. If your order has gone through any art proofing, an art fee will be assessed at time of cancellation. If your order involves apparel, a restocking fee may also apply.

Returns

Returns and Refunds Policy

Glass and Growlers takes great pride in the quality of our work and products. Before any item ships from our facility, it must pass inspection for quality and accuracy. If you believe there is an error or defect in your merchandise, please contact us at [email protected]

Returns

Please inspect merchandise immediately and carefully upon delivery. If your shipment arrives with any damage, PLEASE NOTE THE DAMAGE ON THE DELIVERY DOCUMENT. We cannot file claims with the carrier once a shipment has been signed for as arriving in good condition. Please take clear photos of the damaged shipment box, as well as a separate photo with damaged merchandise. Please send photos to s[email protected] within 24 hours of receipt to file a claim. Any damage claims received after 24 hours will be subject to review. Any damage claims submitted after 30 days will not be accepted.

Claim Requirements

	UPS	LTL
Photos of broken ware	X	X
Photos of the packaging/boxes	X	X
Photo of the label on the box (incl. tracking #)	X
Quantity broken	X	X
PRO Number (LTL tracking)	X
Signed POD (proof of delivery)	X

If your order contains product manufacturer defects, or you are not satisfied with the quality your item, please contact us within 15 days of the shipment date. We examine every claim on a case-by-case basis. Please remember to review your design and the product type and quantity prior to approving, as each order is custom decorated to your specifications and cannot be resold. Under certain circumstances we might ask you to return your items in order to receive a refund. Any quality claims submitted after 90 days will not be accepted.

Refunds

Refund Process

All refund requests are subject to approval. Upon approval, any refund requested on orders paid with a credit or debit card will receive credit posted to the card used at the time of purchase. The refund will be processed within five (5) business days following approval. Merchandise may be required to be returned for refund.

SHIPPING

Important things to know

1. Freight quotes are estimates only and are subject to change based on changes in your order or delivery requirements.
2. Delivery dates on your order confirmation are an estimated delivery date only, and not an appointment or guaranteed shipping, unless requested at time of order. If you require an appointment, or a guaranteed shipping date, please notify us immediately.
3. If your address is a residential address, or does not have a loading dock and/or fork lift, you will REQUIRE a lift gate. If this is not communicated to us, it can result in a delays and redelivery fees.
4. If you contract a 3rd party carrier for shipping, Grandstand is not liable for any freight claims or damages that may occur in transit. Once the freight has left our dock, we do not assume any further responsibility for the shipment. Any freight issues should be addressed directly with the carrier.

How are my freight costs/shipping charges estimated?

Shipping charges vary depending on location, weight and time.

Why is my freight estimated?

Freight is estimated and may change based on variables not available to us at time of quoting. Certain destinations may require additional charges due to their remote locations, lift gate requirements, inside delivery requests and/or appointment requests. Our estimator only works for locations within the Continental USA. For freight quotes elsewhere, please contact us at [email protected]

How will my items ship?

Glass orders over 100 lbs. will ship via LTL freight services. Anything less than 100 lbs. will typically go via FedEx small package, if product allows. Most apparel orders will ship via FedEx ground service.

What is a cancel date vs. guaranteed shipping?

Cancel date is the last date you may receive your shipment. Applying a Cancel Date to your order does not guarantee freight delivery on a specific date. Guaranteed Shipping is a service provided by the freight carrier to guarantee arrival of the shipment by a specific date. This service is an additional charge.

What if I receive damaged or broken items?

Please inspect your shipment as soon as it arrives. In the event you receive a visibly damaged shipment, please note the damage on the delivery receipt. DO NOT REFUSE THE SHIPMENT. If you do not denote damage on the delivery receipt, a claim cannot be filed with the freight company. The signature box varies by freight provider. Typically where you sign will say “…freight received in good condition and shrink wrap intact except as noted”.

Please take clear photos of the damaged shipment box, as well as a separate photo with damaged merchandise. Please send photos to your sales representative or [email protected] within 24 hours of receipt to file a claim. Any damage claims received after 24 hours will be subject to review. Any damage claims submitted after 30 days will not be accepted.

After the claim has been filed, Glass and Growlers will deal directly with the freight provider regarding your reimbursement for items damaged in transit. If the damage will cause you to be greatly under-supplied, we will work with you on replacements.

Is Blind Shipping available?

No, we do not offer special accommodations for blind shipment requests. We apologize for any inconvenience this may cause.

What is an Accessorial?

An accessorial is an additional service provided by the freight company during delivery. These include, but are not limited to: inside delivery, lift gate, limited access, appointment request, residential, et al. Typically an accessorial costs an additional fee, and is paid for up front if requested before time of service, or following delivery service if requested on site.

What is Inside Delivery?

Any time a delivery has to move more than 10 feet from the truck, it is going to result in an inside delivery charge. This includes breaking down your shipment. When freight is delivered to a residential address, inside delivery can be assessed for moving the pallet to the driveway, porch or garage. Drivers will not take freight inside a home.

What is a Lift Gate?

A lift gate is a platform at the back of the truck that can raise and lower a shipment using a hydraulic system. When the receiving address does not have a loading dock and/or a forklift, manual loading and unloading is necessary.

What is Limited Access?

Generally speaking, limited access is defined as meeting any of the following conditions: not open to the walk-in public during normal business hours; not having personnel readily available; sites with security-related inspections and processes prior to freight delivery; location will require use of a small truck due to limited space (space isn’t easily maneuverable by a semi-truck in and out of your location).Examples include, but are not limited to: schools, military sites, small strip malls, rural route or out of town highway access locations, private residences, camps, churches, government facilities, farms, nursing homes, medical facilities, individual (mini) storage facilities.

Can I set an appointment or be notified prior to delivery?

Yes! For your convenience you can request an appointment for delivery. This request may delay your delivery by at least one or more business day(s). Please Note: if you miss your scheduled appointment, it may require one or more days to receive your delivery.

How do I know if my address is zoned for Residential or Commercial?

You can verify the zoning of your address by going to your local city/county government website.

Can I ship to APO addresses?

Yes! However, this generally takes longer than our normal shipping timeframe. Please contact us at [email protected] for more information.

Can I ship to international addresses?

Yes! Glass and Growlers welcomes our customers from all over the globe. Our shipping processes are a little different depending on the destination country.

Canadian Customers

Glass and Growlers will arrange for your freight to arrive at your door. All you need to do is provide a customs broker of your choice. You are responsible for any duties, fees, and/or any other charges associated with the freight crossing the USA/Canada border. Glass and Growlers will provide you with the necessary NAFTA or other documentation for orders that require it.

Non-Canadian International Customers

Given the complexity and various regulations across the rest of the globe, Glass and Growlers prefers to ship all non-Canadian international shipments as EXW (Ex Works) shipments. This means it is your responsibility to arrange a freight carrier to pick up from our facility in Las Vegas, NV. The title of the goods will transfer to the customer at our dock. If you do not have a preferred carrier/broker, we would be happy to provide a list of companies we have worked with in the past.

Tracking Your Order

We use a variety of shipping methods to get your product delivered to you in the quickest and safest manner possible. To track your order, contact [email protected] or 702-644-8879.