Frequently Asked Questions
If you can’t find the answer to your question below, please reach out to our Customer Service Team [email protected], and we’ll be happy to help you!
Shipping Questions
What are my shipping options?
We offer four convenient ways to ship to via UPS. Shipping methods you can select are: Standard Ground, 3 Day Select, 2nd Day Air, and Next Day Air. We provide local pick-up option for residents in Lancaster Pennsylvania and York Pennsylvania. If you live outside that area and would like to pick up, please reach out to [email protected].
In some cases, we do offer international shipping, we will provide you an estimate for the shipping. For international shipping please reach out to [email protected].
For wholesale orders we offer UPS, FedEx and freight. Please reach out to [email protected].
When will my order ship?
Most online orders ship 5-10 business days after the order is received.
How much does shipping cost?
Shipping charges are calculated based on the total pieces and weight of product after all applicable discounts. In addition to the total pieces and weight of products, shipping charges vary depending on delivery destination and shipping method.
How do I track my order?
To receive tracking on your order please reach out to [email protected], and we’d be happy to assist you.
Can I pick up my order?
Yes, you will need to input LocalPickUp in the Coupon Code box on the Cart page. If you have any questions please contact [email protected].
Ordering Questions
Do I have to create an account to place an online order?
No. While creating an account allows you to access previous orders and have a faster checkout next time you shop, you may place an order as a “guest” without creating an account. You will be asked for billing and shipping information, but this will only be used to process your order.
What method of payment do you accept?
Our website accepts MasterCard, Visa, Discover, American Express, Google Pay and Apple Pay. If you would like to pay by check, money order or purchase order, please call our Customer Service Team at 717.684.2155 for more information on placing your order.
Do I have to use a credit card to place an order online?
Yes, all online order requires a credit card, Google Pay or Apple Pay.
Can I order online and pick up order once it’s completed?
Yes, we provide local pick-up option for residents in Lancaster Pennsylvania and York Pennsylvania. If you live outside that area and would like to pick up, please reach out to [email protected].
What are your office hours?
Our office hours are 8:00am – 4:30pm Monday through Friday. Feel free to reach out to us after hours at [email protected].
Can I use a purchase order when placing an order?
Yes, you can use a purchase order when placing an order. Please place your purchase order in the Order Notes at check out or you can reach out to our Customer Service Team at [email protected].
I cannot find an item on your site; can I still order it?
If you can’t find the item you are looking for, please email [email protected], and a Representative will be able to check the status of the item or suggest similar items.
Is there any discount if I purchase a large quantity of an item?
Yes, please email [email protected] to receive an order discount on large quantities. The large quantity discount cannot be combined with any other discount, offer or coupon and cannot be used on prior purchases. Typically, these orders will be quoted separated, and you will be provided with a custom link to purchase your item.
How can I get a quote for a business or large order?
Please email [email protected], and a Representative will work with you on providing a quote, digital mockup, and the custom link to purchase your order.
How do I use my Tax Exemption ID for my order?
Please email your Tax Exemption ID [email protected], and a member from our Customer Service team will help assign it to your order
How long does it take for a standard order?
Most online orders ship 4-5 days after the order is placed. If your order is delayed, we will contact you immediately. For larger quantity jobs may take up to 10-15 days after the order is placed. If you have any concerns on how long your order will take, please reach out to [email protected].
Personalization & Art Questions
How much does personalization cost?
Typically, personalization is included in the product total. On our plain glassware you can add personalization, and prices vary from $5 – $15 based on the product. If you have any questions or concerns, feel free to reach out to us at [email protected].
For whole inquiries you can reach out [email protected] and a member of our Customer Service team will be happy to assist you with your order.
Can I personalize an item that does not have the option to personalize?
Yes. Any of our products you can personalize. Please email [email protected], and a Representative will work with you on your order.
How do I give special instructions for my personalization on my item?
You can provide special order instruction at check under the Order Notes text area. If you have any questions or concerns, feel free to reach out to us at [email protected].
How do I personalize my item with a logo?
We can digitize your company logo or icon for engraving on almost all of our gifts. You can email us at [email protected], and a Representative will work with you to place your logo on any of our products and we will provide a quote, digital mockup, and the custom link to purchase your order.
Can I supply my own item to get personalized?
Yes, you can supply your own product to get personalization. We cannot guarantee that there will not be any breakage or spoilage. We recommend that you provide us with at least 10% more products that you would like us to produce.
For example: you are supplying the product and you would like 100 personalized stemless wine glass. We recommend that you supply us 110 stemless wines glasses, to ensure that you will get the full amount of 100 stemless wine glasses.
For more information you can email us at [email protected].
Can I have my personalization in color?
We do not offer personalization in color on small quantities. If you would like personalization in color, there is a 72-piece minimum, and the products are screen printed. For more information you can email us at [email protected].
How large can my personalize be on an item?
The size of the personalization or customization varies from piece to piece. We try to make the design proportionately to the product. If you have questions or concerns with the size of your personalization, feel free to reach out to [email protected].
Can I see a preview before placing an order online?
Yes, you can always request a preview before ordering. To request a digital mockup of the product, please reach out to [email protected].
If you already placed the order and would like to see the preview before it goes to production. No worries, reach out to [email protected] and provide your Order Number and we will send you a digital mockup.
Can I supply my own art to be decorated on an item?
Of course, you can supply your own artwork to be decorated on an item. Depending on the artwork we may have to recreate the file to be vector. If there is any recreation or touch up, there may be an art fee associated with you order. Art fee is based on an hourly rate of $75.00.
If you have questions or concerns regarding your art, feel free to reach out to [email protected].
What formats are accepted for artwork?
Vector artwork is preferred. File formats: .ai, .eps and .pdf. If you have questions or concerns regarding your art, feel free to reach out to [email protected].
What is the difference between personalization vs. customization?
Personalization is the action of creating or modifying an item using the individual’s information such as a monogram, initial, name, date or coordinates. Customization is when the customer manually makes changes to the item to meet their needs such as logo, requesting a new design, or city.
Wholesale gift shops love to use customization. We create custom designs and artwork tailored to the gift shop’s neighborhood, audience, region, and customer.
For more information you can email us at [email protected].
Production Questions
Are your products etched or screen printed?
We have products that are hand cut, sand etch, laser engrave, and screen printed.
Sand Engraving is the highest quality decorating process. A truly permanent mark with an elegant appearance. Perfect for personalized products. Order as few as one!
Laser engraving can be used on glass, wood, metal, acrylic, and leather. A truly permanent mark but does not have the clarity or deeply carved appearance of Sand Engraving. Perfect for personalized products. Order as few as one!
Designs are printed onto the glass in one color. Process optimized for larger runs of the same design. Minimum count of 72 pieces. Screen setup fee applies. Best pricing for larger bulk orders!
For more information you can email us at [email protected].
Are your products laser engraved?
Majority of our glass products are sand etched. We mainly use laser engraving on our wood, metal, acrylic, and leather products.
For more information you can email us at [email protected].
What is the difference between sand etched vs laser engraved?
Sand etched is a general term used to describe the act of propelling very fine bits of aluminum Oxide or Silicon Carbide at a high air pressure to etch the surface of crystal or glass. To etch the crystal or glass, the abrasive is blasted onto the crystal surface lightly to cut your artwork or logo right into the crystal or glass. The depth of the etch in sandblast is deeper and more noticeable than laser with a richer, and much more dimensional presentation. Sand etching gives the best and sharpest cut to glass or crystal.
Laser etching involves using a laser beam to etch the design into the glass or crystal. Machine-operated lasers are run by computers. Computer software is needed so the pattern, size, depth and location can be programmed into the computer. Laser engraving is a much faster process. The results of the laser etching on glass is not as sharp, it has a more fussy appearance and only engraves the surface of the glass.
For more information you can email us at [email protected].
What is the highest quality of engraving?
Sand Engraving is the highest quality decorating process. A truly permanent mark with an elegant appearance. Perfect for personalized products and on glassware. For questions or more information you can email us at [email protected].
Is there lead in your glass?
Majority of our glass is lead free. To identify lead in glass; tap It with a metal utensil. The easiest way to identify lead crystal is by tapping it gently with a knife. If it makes a drawn-out chiming sound, chances are that it’s lead crystal. Regular glass tends to make a duller, briefer sound when struck.
If you have questions or concerns regarding your glass, feel free to reach out to [email protected].
Does your company manufacturer glass?
We are not a glass manufacturer. We have been a glass decorating company based in Lancaster Pennsylvania since 1910 with a rich history in making personalized gifts.
Do you blow glass?
At Susquehanna Glass Company we decorate on glass, wood, slate, metal, acrylic, and leather. We do not blow our own glassware.
Where does your glass come from?
We try to buy majority of our glassware domestically here in the United States. We do have imported products from the following countries: Germany, Austria, France, Italy, Slovakia, and China.
If you have questions or concerns regarding where your product is from, feel free to reach out to [email protected].
What are the minimums per decorating process?
Hand Cut: 1 product | Sand Etching: 1 product | Laser Engraving: 1 product | Screen Printing: 72 pieces
If you have questions or concerns regarding the decorating process, feel free to reach out to [email protected].
What are the lead-times per decorating process?
Lead-times vary on the quantity of the product and the decoration process. To give you an idea of lead times we will base off an order with the quantity of 100 pieces.
For orders with the quantity of 100 items will take 7-10 business days. During peak season (October – December) there may be additional days added to your order due to the volume of orders we received within those months.
For larger quantity jobs, please contact us and we will be happy to provide you an estimate lead-time for your project. If you have questions or concerns regarding to lead times, feel free to reach out to [email protected].
Can you print PMS colors?
Yes, we can use any Pantone color. For our screen-printing department, we use Pantone Coated colors. If you would like to use a particular Pantone color, please supply us the Pantone color code.
If you have questions or not use how to retrieve the Pantone color, feel free to reach out to [email protected].
I don’t have vector artwork; can you create the design for me?
Yes, we can create vector art for you or your customer. We have a team of graphic designers that can assist on your project and make it tailored to you or your customer. Art fee is based on an hourly rate of $75.00.
If you have questions or concerns regarding your art, feel free to reach out to [email protected].
Do you repair glass?
Unfortunately, we do not repair any glass, metal, ceramic, wood or any other material.
Return Questions
What is your Return Policy?
At Susquehanna Glass Company, we stand behind our products, personalization and our exceptional service because we know how important these personalize gifts are. If you’re not completely satisfied when you receive your item or gift, please email us at [email protected], and we’ll do everything we can to make it right.
For more information visit our Return Policy page on our website.
My product is broke; can I get a replacement?
We appreciate you for shopping with us! Here at Susquehanna Glass Company, we want to make sure every piece is perfect for your home or gift shop. If you received the item damage, you could return the item, receive a replacement, receive a credit to next purchase, or refunded the piece amount within the 30 days of delivery.
Simply send us an email at [email protected] and we will assist you with the return. We will also request a photo of the damage item(s).
Website Questions
Can I send a gift message to someone?
Yes, you can add a gift message to your online order. Please enter your gift message in the Order Notes at the checkout page or you can reach out to our Customer Service Team at [email protected].
Can I ship to a different address?
Yes, you can ship your item to a different address from the billing address. If you would like to send the gift to a different address than the billing address, simply click on the toggle button located above the Order Notes and to the right of the Billing Details header. Once you click on the toggle button, you will be able to enter the shipping details.
How do I apply my coupon?
Once you get to the checkout page, there is a purple banner that states “Have a coupon? Click here to enter your code”. Once you click on the text that states, “Click here”. The coupon text field will appear. Enter the code and then click on the button that says, “Apply Coupon”.
Wholesale Questions
How do I become a wholesale account?
We try to make the process easy for our new wholesale account. Please visit our wholesale inquiry page. Please fill out the New Account Form and upload it to the inquiry form. Once you submit the form, one of our Customer Service Team members will reach out to you and finishing setting up your account.
If you have questions or concerns regarding setting up a wholesale account, feel free to reach out to [email protected].
Do you offer a bulk discount or large quantities?
As a wholesale customer our products are at a wholesale cost and not at a retail price, so you receive our best pricing on our products.
For screen-printed items there are cost break on larger quantities. Feel free to contact us to check additional price discounts on screen printed items at [email protected].
As a wholesaler can I purchase products through the website?
Our website currently is for retail only. For wholesale accounts order please, reach out to [email protected].
How do I place my wholesale order?
You can simply place your wholesale order by emailing [email protected].
Do you have a catalog?
We do not have an official catalog. We are actively creating catalogs based seasons, holidays, and regions and will be including on our website in the near future.
If you would like a catalog, feel free to reach out to [email protected].
Can you drop ship to my customer directly?
Yes, we specialize and manage large orders with unique pricing and catalog lists, segmented by buyer type and provide direct to consumer drop shipping capabilities.
Do you have EDI capabilities?
Yes, we have EDI capabilities. Ever customer is a little different on how they manage orders. We will work with your team to ensure the order process goes smoothly.