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FAQ

Customer Service / Information


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

Contact Us

Stellar Glass, LLC 
217 Copper Ridge Trail
Rockvale, TN  37153
615-274-3077 (phone)
615-274-3505 (fax)


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. 

http://www.stellarglass.com

horvath@stellarglass.com 

(This email address is the fastest way to contact us. We have access to this at all times during business hours and will do our best to get a quick response back to you.)

 

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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 Orderbutton 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. 
  • We respond to all order issues via email, so after you place an order with us be sure to check your email regularly for any communications we may send you. 
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Other Ordering Methods

Fax Orders
fax (615) 274-3505
Mail Orders Print and send form to:
Stellar Glass
217 Copper Ridge Trail
Rockvale, TN  37153
Telephone Orders Place your order by calling 
(615) 274-3077
We may not always be available to answer the phone, so please leave a day time and evening number and we will return your call within 24 hours. 
Secure Online Orders This is the fastest and easiest method for placing an order.

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. 

We respond to all order issues via email, so after you place an order with us be sure to check your email regularly for any communications we may send you. 

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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

All of our Blown Glass Gifts and Wedding Cake Toppers are custom hand made as they are ordered.  This process takes some time depending on the season and the demand for the product.  Try to allow 6-8 weeks when ordering cake toppers and other blown glass gifts, and 8 weeks for any large quantity engraved orders. 

Custom Engraved Crystal & Glass pieces that are not hand made normally take 3-4 weeks. We do make exceptions and try to accommodate our customers needs, so contact us 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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International Shipping

International shipping is available on some of our items and to some locations.  To check the availability of shipping to your location email us at horvath@stellarglass.com and include the Item # and Delivery address.  We will respond to your email with the available shipping options.  If International Shipping is available to your area, the following guidelines apply:

1.  Our regular guarantee is void when shipping outside the USA.  We are not able to refund or replace our product if something happens during shipping or if you are not pleased with the item.  The extremely high cost of shipping makes it impossible for us to ship the product back or replace the item.  Therefore, all of our guarantees are void.  We do insure the package through the shipper in case of breakage during shipment.  

2.  Shipping costs are calculated using US Priority International Mail.  Delivery time is not guaranteed and could be longer than regular shipments. 

3.  Any additional customs charges at delivery are the responsibility of the customer.  

 


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.  We reserve the right to decide if money back or product replacement is appropriate.

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.

Clarification to the guarantee policy information.   The Special Order & Large Quantity Order Information below refers to items that are ordered in multiple quantities and/or special orders.  Special orders refer to customized glass or crystal pieces that are engraved to the specifications requested by the purchaser.  Special orders also include hand made glass pieces that are customized by Frank Horvath.  These pieces fall under the special order and large quantity order guidelines below and are not eligible for returns or refunds.

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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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Changes and/or Corrections to orders

If for any reason you need to make changes to your original order, please do so by contacting us in person or by email.  We will contact you upon receiving your request to confirm the order change.  If you do not get an immediate confirmation response from us via email, make sure you call us at 615-274-3077 to follow up with this as we may have not received your original request. 

 


There is still time to order for Christmas Delivery!!  
 The last day to order for standard delivery Christmas orders will be Thursday, Dec. 18th.    Some rush order shipping options will be available after this date, depending on the item and delivery location.    If there are any problems with delivery of your item by Christmas, we will contact you via email upon receipt of your order.  If you have any questions about delivery time and availability of an item, you can email us at horvath@stellarglass.com  or call us at 615-274-3077.