Dichroic Glass, Etched Patterns Policies

    Dichroic Glass
     Dicro Slide™
      Etched Patterns
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GlassHopper Patterns
7200 SE 92nd Ave.
Unit E
Portland, OR 97266
503-777-4343
503-777-4345 - (Fax)

POLICIES FOR: SALES / ORDERS / SHIPPING / RETURNS

When you place an order via the internet you will NOT receive an imprint but an email of the credit card transaction. By checking the box terms and conditions and the "Checkout" button, you acknowledge that you are giving us permission to deduct the funds for this order including any shipping and/or applicable sales tax from your credit card account and that you accept Our Sales Policy.

OUR PROMISE:
We promise to serve our customers, as best we can, to their complete satisfaction. We will try to be fair and reasonable with each customer on any complaint or adjustment, always considerate of his or her point of view.

ORDERING
We welcome your orders! A valid credit card is needed for all purchases. Prices shown are retail and do not include shipping and handling. Orders of $500 or more qualify for a quantity discount, which is applied at time of purchase.

You can place an order one of three ways:
1. Use the online shopping cart option.
2. Send us an email order using the form on our contact page.
3. Call us during business phone hours.

We accept MasterCard or VISA only.

DELIVERY ADDRESSES
We strive to maintain a high level of customer service and we take extra precautions to avoid fraud. If the delivery address does not match the address on your Credit Card Statement we reserve the right to inquire for further explanation and in the worst case we may refuse the shipment.

Please fill in your street address information (or ship to address information, if different), we reserve the right to determine if we will ship to an address that may be different than the registered credit card address.

SHIPPING

Shipping Times:
Orders are completed and shipped in order received. We make every effort to fill all orders promptly, most ship within two (2) weeks. If all products are not immediately available there may be a delay in shipping. Because all Etched Patterns orders are etched upon order it may take up to 2 weeks to complete etching. If you have questions about your order, please feel free to contact us.

Please note It is always best to order well in advance of an event. However, if you have an upcoming show or need a "Rush" placed on your order be sure to make a note in the Comments space at Check Out telling us about your situation. We will do everything we can to accommodate your time frame.

Shipping Costs:
Shipping costs are based on weight and reflect estimates for delivery within the continental U.S. Your online order statement will include a calculation of shipping charges. However, your actual shipping charges will be based on the final weight of the entire order, including packaging, if it requires more than one box and/or if you have requested insurance coverage. In cases where more than one item is ordered, your total shipping cost may be lower, or higher, than what is calculated on your online order statement. All glass orders ship by either Priority Mail or UPS as these methods use tracking numbers. Priority Mail shipments will include both Delivery and Signagure Confirmations. Dicro Slide™ orders which fit into a padded envelope can be sent First Class Mail.

Shipping Carriers:
We ship the majority of orders using USPS Priority Mail, unless otherwise requested. Large orders, glass or combined orders weighing 5 pounds or more, are shipped using UPS Ground. Orders shipped to countries outside the US often require customs forms to be completed and may require the customer to pay some duty charges. Please note: Any order sent via First Class Mail is subject to a $10.00 handling charge if it requires a Post Office trip for postage. Dicro Slide orders which can not be sent in a first class, stamped, envelope will be shipped Flat Rate Priority Mail.

Insurance:
If you want your package to be insured you must Check the Box on the Check Out page and any costs will be added to your order. For any questions use the "Comment Box" during check-out. We encourage you to insure your purchases.

Note: All deliveries that are insured will require a signature.

Delivery & Signature Confirmation
USPS Delivery Confirmation includes time, date and zip code. It does not confirm address of delivery. USPS insurance may cover damage, however they do not cover replacement of lost items shown in their system as "delivered". Because of this we also use the USPS Signature Confirmation feature. If you choose to waive Signature Confirmation you may do so by adding a note in the Comments space at order Checkout. If this option is waived we may be unable to assist you if a package is lost or not delivered correctly by USPS.

Expedited Shipping:
You must request a quote in the Comment Box during check-out, otherwise shipping time is based upon USPS priority mail or UPS Ground. UPS Next Day, Second Day and Third Day delivery is also available at an additional cost depending on the weight of your order.

Delivery Times:
Each order is shipped as soon after it is received as is possible. There may be a delay in shipment based on availability of items ordered. In this case you will be notified by email or phone of the delay and expected ship date. Your credit card is not charged until your order ships.
Once shipped, the delivery time frame is based upon the carrier used, USPS or UPS, etc. We enter your email address, when possible, into the shipping carriers system so you will receive your Tracking# to allow you to track or trace your delivery.

Shipments to addresses outside of the USA may be to limited areas based upon our carriers.

RETURNS/EXCHANGES:
YOUR SATISFACTION IS OUR PRIMARY CONCERN. If you have a problem with any merchandise or are not completely satisfied, contact us at (503) 777-4343 for a Return Authorization Number, within 14 days of receipt. We will provide a “Return to Address” at the time the RMA is issued.
Repack your item(s), including ALL parts, along with the original packing material (only if it's in good condition).
Note: Items returned more than 30 days after delivery, not in sellable condition, or are missing parts, may be charged either a 15% restocking fee or may not eligible for a refund.

- Ship the item(s) back to us with a copy of your receipt.
- Include the RMA # on the copy of the receipt & on the outside of the package.
- The item must be shipped insured, signature required to the RMA address we provided.
- Shipments without a RMA will be refused.

Damage Claims
Insurance is your optional choice, if you do not indicate you want insurance and there is damage to the merchandise, you should address your loss with the carrier upon delivery. If you requested insurance, and there is damage or shortage on UPS or USPS shipments, you must keep damaged merchandise with its original carton. If you see any obvious damage, note it on the delivery slip that you sign. Call your local UPS or USPS office to schedule an inspection of the damage. When the original package is returned to us, we will replace the damaged merchandise at no additional charge but you must return it to the address we provide with the RMA # clearly marked on the outside of the package and inside on the copy of the invoice.

Lost Orders:
On a rare occasion, an order will be lost in shipping. Once an order has left our shipping department, the USPS or UPS tracking number must be used to track the shipment. We do our best to assist you in recovery and/or replacement. We do encourage out customers to pay for the optional Insurance coverage for High dollar value orders or orders being shipped outside the US.

Please call us at (503) 777-4343 to discuss any shipping concerns.

TRADEMARK INFORMATION: Dicro Slide™ is a trademarked product. Any advertisement, publication or other offering for resale must honor this trademark status. Advertisements, publications or other sale offerings may not state, or imply, that Dicro Slide™ is a product created or produced by any company other than GlassHopper Patterns. Advertisements, publications or other offerings may not present Dicro Slide™ under any product name other than Dicro Slide™. GlassHopper Patterns customers who do not honor trademark and advertising criteria will not qualify for Wholesale or Distributor discounts.

All images are property of GlassHopper Patterns and are not to be reused without written permission prior to display.