How Shipping works :
We use independent third-party freight companies (such as FedEx freight) to ship items and deliver them curbside by a single driver. Any location beyond the reach of a pallet jack will require the customer’s assistance. Glassupply.com reserves the right to cancel your order if the shipping destination is not in an area commonly accessible by our freight-carrying partners. We may, at our discretion, seek alternative transportation and offer you the opportunity to have an item delivered at an additional expense. You maintain the right to a full refund should the additional delivery expense not be acceptable.
What Orders are Eligible for Free Shipping?
If your order is under $300 in value, we use a flat rate shipping fee of $25.
If your order is over $300 in value. And is for one of the following product, it qualifies for free shipping:
Glass Table Tops
Glass Chair Mats
Custom Cut Glass Products
Railing Orders Shipping Policy:
|Order Value (before taxes)||$500 to $1,500||$1,501 to $,3000||$3,001 and above|
|Shipping fees||$250 Shipping||$250 Shipping||Free shipping|
Please note: If glass products from different shipping categories are combined, The overall value of the order will dictate which shipping fees will be applied as per the grid above.
Which Locations do you Deliver to?
We ship all orders to anywhere in Canada and in the United States—even Alaska, and Hawaii.
What should I do if the Tracking Number I Receive is not Working?
We ensure our delivery alerts help you stay on top of orders. If the tracking number does not work, you may contact our customer service team.
What should I do if I Receive a Damaged Item?
- Accept the damaged transit freight item(s).
If you detect damage straight away, it may be your impulse to refuse it, but doing that will only cause delays in our efforts to rectify the issue for you. If you detect damage later, rest assured that you made no mistake in accepting the shipment. Refusal to accept means the item will be transported back to the supplier, and the shipped items are likely to get damaged even more. As an example, if you have a large railing order, chances are only a small fraction of the whole order is actually damaged.
- Document the damage.
Keeping the damaged items allows you to do this. Take notes on everything. Immediately take photos of the damaged items and the packaging it came in. If one item came damaged and one came intact, take photos of both. Don’t wait: By documenting immediately, it’s stronger proof that you didn’t accidentally do the damage yourself, and that it was indeed inflicted before you handled it.
- Contact Us
All documentation must be sent to [email protected] A customer service representative will contact you. Please wait for our reply before taking any action with the glass. If you filed a claim for an exchange, and it has been approved, we will simply reprocess your initial custom order free of charge.
You may read the full return/exchange policy here: Returns
Why we might request a SSN or business tax ID for US customs?
Most of our custom railing and shower products are manufactured and shipped from our Canadian location. Although, We take care of all the paperwork and Customs fees for our customers, US Customs will still need to know the end user of the product for any order over $2500 in value.
Full article from the US Customs and Border and protection, here ; https://help.cbp.gov/s/article/Article-314?language=en_US
When an individual or company purchases goods from an overseas supplier, U.S. Customs and Border Protection (CBP) considers them the ultimate importer. The ultimate importer can clear the goods or have a Customs Broker clear them on their behalf.
If the supplier hires a carrier that provides door to door service, the carrier service usually has brokers in their supply chain to clear the goods on behalf of the ultimate importer. If a formal entry is required, CBP regulations require the broker to put the ultimate importer’s identification number on the CBP Form 7501- Entry Summary.
The ultimate importer’s identification number is either the Employer’s Identification Number (EIN) tax identification number assigned by the Internal Revenue Service (IRS) or the importer’s social security number. The EIN is issued for the purpose of tax administration and are not intended for participation in any other activities (e.g., tax lien auction or sales, lotteries).
If the goods are cleared informally, the Entry Summary CBP Form 7501, bond and identification number are not required. Goods are usually cleared informally when they are for personal use, under $2500 in value, and are not in commercial quantities. However, because there are no guarantees that an entry will be cleared informally, brokers find it helpful to have the ultimate importer’s identification number just in case. A formal entry is usually required for commercial importations valued over $2,500.
Because many foreign merchants are aware that CBP requires an identification number for the ultimate importer for formal entries, they will often request the purchaser’s social security number to include on export documents that the broker will subsequently rely on to prepare the CBP entry.
It should be noted that paperwork for goods sent by courier service does ask for an importer number, whether the import qualifies for an informal entry or not. Courier services file CBP entries electronically, and the software system they use requires an identification number to be provided for the recipient of the goods. If an identification number is not provided, the courier service is required to file a paper entry, which is extremely time-consuming and in the world of “Overnight Delivery” not practical.
The end result is that most courier services will not accept packages for international delivery to U.S. residents if a recipient’s identification number is not provided by the shipper. Goods sent through the international postal service that are under $2500 in value generally do not require an importer number to be cleared through CBP.