Customer Service / Information

1. Contact Us
2. Secure Online Ordering
3. How to Order
4. Privacy Policy
5. Delivery and Shipping
6. Guarantee
7. Return Policy
8. Special Order/Large Quantity Orders
9. Engraving
10. Customer Testimonials
11. About Us

Contact Us

Stellar Glass
217 Copper Ridge Trail
Rockvale, TN  37153
615-274-3077 (phone)
615-274-6719 (fax)

http://www.stellarglass.com
horvath@stellarglass.com

We are not always available to answer the phone, so if you are unable to reach us please leave a daytime and evening phone number and we will contact you by the end of the day.  We also check our email regularly and respond to messages daily, so don't hesitate to contact us via email. 

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Secure Online Ordering Information

Your information is safe as it is submitted through our online secure server (SSL - Secure Sockets Layer).  We use the Cart 32 system which encrypts all your personal information so that it can not be read as it travels via the Internet.  You can verify that a site is secure by checking that the URL begins with https://.  You can also look for the closed lock on your status bar. 

To Place an Order
The fastest way to place your order is by using our Secure Online Shopping Cart System.  When browsing through our catalog pages, you will see the option to click on the image of an item for ordering information.  Once you are on the individual item page, you will see the order form. 

• Fill out the information on the page and click the Add to Shopping Cart button. 
• You should see your order information.  If everything is correct, scroll to the bottom and click the Send Order (secure) button.
• The next page requires your shipping, billing, and payment information.  Complete all fields and click the Send Order Now button.
• The next screen give you one last change toe check your order.  Scroll to the bottom and click the Confirm Order button to send your order. (This step must be completed for order to be sent)
• Important! After you confirm your order, you will see an order confirmation screen.  You will also receive an order confirmation message via your email.  If you do not receive this, your order has not been sent to us. 

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Other Ordering Methods

If your order includes custom engraving, we prefer that you order by fax, or online so that you can type out and check the engraving information.

You will receive an email order confirmation from us within 2 days after placing your order.  If you do not receive this, chances are we may not have your order.  Please contact us by phone or email to check on the status. 

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Privacy Policy

We at Stellar Glass respect the privacy of our customer.  Information that is collected is used solely for ordering purposes.  We never share customer information with any outside organization and will not send you any type of unsolicited mail, or information.  All you information is secure with our company.  Credit card information is not kept on file once your order has been processed and shipped. 

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Delivery and Shipping

Regular Delivery time is 3-5 weeks. Our Blown Glass Gifts and Wedding Cake Toppers are all hand made as they are ordered.  This process takes some time depending on the season and the demand for the product.  Try to allow 3-5 weeks when ordering cake toppers and other blown glass gifts, and 6-8 weeks for any large quantity engraved orders.  We do make exceptions and try to accommodate our customers needs, so contact use if you have an immediate need for a product.  A rush order fee may apply depending upon the request.  When placing an online order, you will be asked to provide the date needed.  If there is a problem with your request, we will contact you within 24 hours after receiving your order to let you know.  Please note:  This delivery time does not apply to engraved Christmas ornaments and gifts during the holiday season. 

We use both UPS and US Postal for shipping our packages depending on the item, destination, and shipping time.  The chart below shows our standard shipping charges. 

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Guarantee

We offer a full 100% Money Back Guarantee.  See Return Policy below for details.

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Return Policy

If for any reason you are not completely satisfied with our product, or if product is damaged during shipping, please notify us upon receipt.  We offer a full money back or product replacement guarantee.  Product Replacement will only be given if ample time is available.  If order is placed with limited delivery time, money back guarantee will only be available. 

This guarantee will be honored provided the following terms are met:

• You contact us within 3 days after receipt of product
• Product is packaged as it was received and returned in its original packaging
• Product has not been used - will not be accepted after the event date.

Please note: 

Shipping costs are not refundable.
Refund is void on quantity orders.

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Special Order and Large Quantity Order Information

We are not able to offer  refunds on large quantity and special  orders due to the amount of time involved in producing them.  If interested in quantity orders, we encourage you to order a sample of the item so that you can see the exact quality and design before you place an order.   

Variations:  There may be a slight variation in the designs due to the fact that each item is individually hand made.  This would include etching on large quantity orders, as these are each engraved by hand.

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Engraving

Many of our products are available with custom engraving.  Click here to view our choice of fonts and images.  Included on this page are our standard images.   If you are interested in an image that is not available, contact us and we will see if this is possible.  We have access to a variety of images that can be engraved.  Additional fees may apply to custom engraved orders. 

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