We strive to provide our customers with the finest quality glass and the highest level of customer service possible. We hope that the following information is helpful but if there's anything we can clarify, or if you have any questions we haven't answered here please contact us!
ORDER FULFILLMENT TIMES
Each item we sell is handmade, often to order. Once made the piece must cool for up to 12 hours before it can be cold worked, packed, and shipped.
We fulfill orders in the sequence that they are received and we make every effort to ensure a timely turn around. That being said, we can be very busy and may take up to two weeks to complete and ship an order if we don't have the piece you're looking for in stock.
If you're curious about turn around times for a specific item, or require a piece for a certain date, please contact us and we will be happy to provide you with an estimate on when you can expect to receive your order.
RETURNS & EXCHANGES
We are happy to provide exchanges on our regular collection of items. Custom pieces are final sale. Any items must be returned to us in the same condition that you received them in. You can return your purchase in person, or by post to:
635 St. Lawrence Street Box 629, Merrickville, ON. K0G 1N0
Please consider using a trackable shipping service or purchasing shipping insurance. You are responsible for any costs associated with the return of a piece.
We do not offer refunds.
We cannot offer refunds on shipping and assume no responsibility for additional shipping / duty charges associated with international orders.
When purchasing an item the shipping delivery timeframe for the service you select is provided by the carrier and may be subject to delays, especially during the holidays. If you require an item by a specific date we encourage you to contact us directly and we will do whatever we can to accommodate your request.
Paraffin oil cannot be shipped as it is listed as a dangerous good.
Wicks, hooks and other small items are shipped by letter mail without tracking. If you would like to receive a tracking number on a flat rate shipping option please contact us and we will provide you with a quote. If you do choose to order an item without tracking please note that we cannot provide you with updates on it's delivery or whereabouts.
All memorial orders shipped within Canada require a signature and will not be "safe dropped" (left on a doorstep / in a lobby) unless you specifically request otherwise.
We are happy to provide gift receipts, just let us know when making your purchase that you would like one! Keep in mind that all custom pieces are final sale.
All content of this website is copyrighted property of Gray Art Glass or our suppliers, and cannot be reproduced without written consent.