FREE SHIPPING POLICY:
Free shipping applies to net retail orders in the contiguous United States over $200.00 on qualified items. Wholesale accounts are not eligible for free shipping. Free shipping does NOT include half sheets of glass, kilns, saws or coldworking equipment. Shipping charges will be applied to those items.
BOX CHARGE FOR HALF SHEETS:
There is a half sheet box charge for half sheets of Bullseye glass. This charge is $15.00 PER box (not per half sheet). You may fit up to 6 half sheets in one half sheet box. Please utilize these boxes and order several sheets at time. An additional $15.00 box fee will be charged for every 6 half sheets ordered after that. For example, 1-6 half sheets is $15.00, 7 - 12 is an additional $15.00 box fee, 13 - 18 half sheets is an additional $15.00 box fee...etc...etc..
WHY IS THIS BOX FEE NECESSARY?
Since the year 2005, AAE Glass has NEVER charged a box fee, handling fee or large glass fee when shipping half sheets of glass. Unfortunately, since the pandemic, the cost of shipping materials and boxes have almost doubled. We have been forced to implement this change, however we have charged the minimal amount possible in order to keep your costs as low as possible. Currently, we are still one of the lowest in the industry for box and glass shipping charges. If you have a retail account and would like your glass shipped for free in the contiguous United States, you may still do so by ordering smaller sizes and meeting the $200 net minimum.
We offer 100% satisfaction with every purchase. If you are not completely satisfied with your purchase you may return your item/s to us with a copy of your order invoice within 30 days from the delivery of your items. We will refund you through your payment method used to purchase the items. i.e. a credit card refund or Paypal account refund. We do not offer refunds on video classes. Please be sure to email us if you have questions before purchasing. Please note that there are no returns on special order, clearance, or overstock items - all sales on these items are final.
**IF YOU ARE PURCHASING TOOLS or EQUIPMENT. This includes glass cutters, breakers, circle cutters, saws, kilns etc. PLEASE TEST YOUR ITEM to make sure it is working properly. If you do not use your tool/equipment for months after purchase and then you discover it is not working correctly, we cannot help you. All of our manufacturers also have the same 30 day return policy. Please test your tools for proper function as soon as you receive.
HOW DO I RETURN MY ITEM?
Package your items safely and include a copy of your order receipt. Ship it to:
7582 Las Vegas Blvd S #214
Las Vegas, Nevada 89123
We must receive your return item in working order to refund you. If you are not experienced in shipping glass, molds or other fragile items we suggest getting insurance on your package for your own protection. Please ask your local shipper how to pack it properly for insurance purposes.
WHAT IF MY ITEM ARRIVES DAMAGED?
We do our very best to ensure your items arrive to your doorstep the way you expect them to. With years of experience shipping glass and other fragile items we have a very successful system in place. Even with all our precautions, however occasionally damage does occur in shipping. If you receive an item that appears damaged from shipping (ex: box is dented), notify the carrier immediately (UPS, U.S. Post Office or trucking company). Do not return the damaged merchandise - the carrier will determine if they need to see the condition of the box at the delivery site. Keep all packaging materials, including interior and exterior containers. Contact email@example.com and notify us of the damage. We will ship replacements to you immediately or refund you for your item.
WHAT IF ITEMS ARE MISSING FROM MY ORDER?
Check the items received against those on the packing slip, but remember that small items can get "lost" in the foam peanuts. Sometimes small items are taped to larger items, or placed in a bag for protection. Allow an extra business day for multiple box shipments to arrive. If you have thoroughly checked the packaging of the box and can not find the item listed on the packing slip please contact AAE Glass and the item will be shipped immediately.
WHAT IF MY ITEM IS DEFECTIVE?
Defective merchandise without a warranty will be refunded if returned within 30 days from the date of delivery. For defective merchandise under warranty, contact the manufacturer for repair or replacement.
HOW LONG WILL IT TAKE TO PROCESS MY RETURN?
We will do our best to process your return quickly. Please allow 30 days for refunds to be processed once received by AAE Glass. Once AAE Glass has processed your refund it may take the bank a few days to show the completed transaction. If you are aware the card on file for your order may expire during the month of processing the return please verify the last 4 digits of the credit card number and include the updated expiration date on your return form.
WHO PAYS THE SHIPPING COSTS ON RETURNS?
Shipping costs will be refunded on a return if there was an error or a product defect. If this applies to your return, please include a copy of the postal receipt in/on your return package and request the credit.
WHAT IF MY PACKAGE IS LOST FROM THE SHIPPING CARRIER?
For domestic deliveries (in the USA) we will reship your order immediately or refund you if we don't currently have replacements for your order. If the tracking information says your package was delivered we will need to have the carrier complete an investigation before we reship your replacement items to you.
For International deliveries, United Postal Service deliveries are guaranteed and fully insured. The domestic rules apply to any international order having their order shipped through UPS. All USPS packages to international addresses that are not insured are at the customer's risk for loss, damage or non delivered packages.
Contact Customer Service:
Monday - Thursday 9a.m. - 5p.m. PST