Order Arrived Damaged
Thank you for shopping with us! Here at Susquehanna Glass Company, we want to make sure every piece is perfect for your home or giftshop. If you received the item damage, you can 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).
Items are Missing or Incorrect!
We try our best to fulfill every order accurately, we are human, and sometimes we forget to drink our morning cup coffee we may overlook an item or mis-ship items by mistake.
Did you order more than one item? If so, the additional items may have been shipped in a separate box. Sometimes boxes get separated in transit, so please allow one extra day for a possible second box to arrive if there was more than one item in the order before contacting us.
If there is a mistake on the glassware or the personalization was done incorrectly, simply send us an email at [email protected] and we will assist you with correcting your order!
Can I change or update my order after it has been placed?
You are welcome to email us at [email protected] or call us if you have any questions before placing an order. We know many of you are ordering for gifts and want your orders as soon as possible. As such, our fulfillment process begins immediately after your order is placed so we can provide the quickest possible service. If you have any changes to the order, we are happy to assist you. If we have not started the production process – we are able to make changes. If we started the production process you may be charged with a change order fee.
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
Late or missing refunds
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at [email protected].
Only regular priced items may be refunded. Sale items cannot be refunded.
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at: [email protected].
To return your product, you should mail your product to: 731 Avenue H, Columbia PA 17512.
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
Depending on where you live, the time it may take for your exchanged product to reach you may vary.
If you are returning more expensive items, you may consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.
Contact us at [email protected] for questions related to refunds and returns.