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Frequently Asked Questions |
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Do you accept international orders? What is your Return and Exchange policy? Do you offer gift wrapping and gift certificates? Do you charge state sales tax? How do I care for my new Murano Glass? What if I chip my Murano Glass? What are the terms and conditions of your website?
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We do our best to process all in stock orders within one business day of being received. Orders are processed and shipped during regular business hours (Monday through Friday 8:00AM - 5:00PM EST, excluding holidays). Orders placed on Friday, Saturday or Sunday, will ship the following Monday or the next business day if there is a holiday. Next day and second day shipping Selecting one of these options does not necessarily mean your order will arrive in one or two days. Do not forget to take into account order processing time,which may add an additional business day for package arrival. For orders shipping within the United States, we ship via UPS, and only charge you the exact delivery costs. If you require alternate means of shipping, including US Postal Service or overnight delivery, please let us know and we will work with you to accommodate all of your needs. Shipping done through UPS requires a street address; UPS will not deliver to a PO Box. When we ship your order, we will email you a confirmation of your purchase along with a tracking number so you can track your package in transit via the UPS website (http://www.ups.com) The majority of our orders are shipped within one business day, all orders are shipped within 72 hours. If there is a reason why your order cannot be fulfilled, (eg. backorder) we will contact you to determine if you are willing to wait for the order to come in from Murano or order another item.
We happily accept international orders, and we ship all international orders via US Postal Service (USPS) Air Mail since UPS international costs tend to be 2-3 times more expensive than the Postal Service. Please be aware that many countries impose tariffs or otherwise tax international shipments..
What is your Return and Exchange policy? Our return policy is simple. Either you love it, or send it back within 30 days for a full refund or exchange. A return must be accompanied with its original packaging in salable condition, and we will refund the purchase price in the manner you paid for it. If we mistakenly sent you a product you did not order, we will pay for the return shipping. Please email us at customercare@fossilfly.com to let us know what you are returning and the reason for the return. Since Murano glass is more fragile than many objects, we ask you to pack carefully, mark the box FRAGILE and fully insure the package, as in the rare case of breakage we will help you file a claim with the carrier. It is important to keep all shipping and insurance receipts as you may need them for tracking and insurance purposes. Fossilfly Imports is not responsible for items lost in transit. Ship
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Do you offer gift wrapping and gift certificates? Yes we do! We will gift wrap and add a card to any item you purchase for an additional $4.00. Gift certificates are available in any denomination, and are mailed free of charge with a tasteful card using first class mail.
Do you charge state sales tax? Within New York State, we must collect state sales tax, all other states are exempt.
How do I care for my New Murano Glass? Murano glass is relatively maintenance free, it only requires a dusting now and again, and stubborn marks can be removed by wiping with a moistened, lint-free rag. Dishes, stemware and glasses should only be hand washed in warm water with a mild soap.
I saw something I loved on your website a month ago, but its not there anymore, can I still order it? In most cases, yes! In an effort to keep our stock of Murano glass fresh, we try to get in new items fairly frequently. If an item is not on the site, just shoot us an email describing what you are interested in (or the item number) and we will check to see if we have any left in storage. If not, we can order it for you from the glassmaker directly.
Special and custom orders are always welcome. The glass blowers we work with are receptive to working on custom designs and can usually accommodate custom orders.
We try to keep all of our glass in inventory, but occasionally we have items that sell out quickly. If an item is temporarily out of stock, we will contact you to let you know how long it will take to fill your order. You always have the option to cancel, purchase another item, or wait until the order is filled.
What if I chip my Murano Glass? It happens! The best thing to do is have it repaired quickly so the chip or crack doesn't grow. You should have the chip ground and surfaced by a specialist who repairs damaged glass items. Check out our page, Murano Glass Repair for information on a Murano Glass repair specialist. Another good website to visit is Montano's Glass Repair What are the Terms and Conditions of the Website? The terms and conditions of the website are located here
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Copyright © 2002-2006 Fossilfly Imports. All Rights Reserved. |
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