Give us a call: +1(646) 820-7599
ARTLOOK Logo
Glass Table Tops Custom Cut Mirror Glass Shelves Custom Glass Stock Products Accessories
Return Policy

What is your return policy?

Custom-Made Products

All custom-made products customized and sold on the customcutglass.nyc online store are ‘final sale’ products and cannot be returned. This is due to the customized nature of custom-cut glass products. However, you may still file a return claim in these circumstances:

  • A custom-made product arrived damaged.
  • Damaged orders must be documented and reported within one (1) business day of the delivery date. Any damaged custom orders reported after one (1) business day beyond the delivery date cannot be returned.
  • Damaged custom items must be in the original packaging.
  • Restocking fees will not apply.
  • Local customers may return damaged custom-products directly at our New York offices at no charge.
  • One cannot cancel their custom order after it has been submitted.
  • If your custom-made order arrived in good condition, then your product falls under the FINAL SALE category and cannot be returned due to the specific custom nature of our business.
  • A photo of damaged custom product may be required to be sent to us, before we can issue a refund or exchange.

In-Stock Products

All of Glass tables, mirrors and glass shelves in-stock (readymade) glass and mirror products sold on the customcutglass.nyc online store have a fourteen (14) day return policy on purchases - where we will refund your order total. Products must be returned to us under these conditions:

  • Returned items must be in the original packaging and in new, resalable condition.
  • Items should be free from scratches and defects.
  • Merchandise has not been installed.
  • There is no external writing or foreign labels on the merchandise packaging.
  • Restocking fees will not apply; however any return delivery fees are to be paid by the customer.
  • Local customers looking to avoid return delivery fees may return in-stock products directly at our New York offices at no charge.
  • One cannot cancel their in-stock order after it has shipped. Orders attempted to be canceled after shipment will fall under our standard return policy, as stated here.
  • Returns should be made with a traceable source like FedEx.

Wrong Product?

In the event you believe you have received the wrong product, please verify the item number on the item(s) you’ve received compared to your order confirmation and/or invoice. If it does not match, we recommend you REFUSE the delivery and contact us immediately. You must return the product in its original packaging and you will be reimbursed for returned freight charges if the wrong product was shipped.

Additional Information

Please inspect all merchandise immediately when you receive it. We will not honor ANY complaints on visible defects after the product has been cut or installed. There are occasions when an order is shipped from multiple locations and will arrive at different times. In the event that all material is not delivered, please call us immediately. It is important to mark on your delivery receipt or bill of landing at the time of delivery for any missing parts, pieces, rolls, or boxes.

Refund Information

Please note: Refunds will not exceed the overall value of the product under any circumstances, including installation time, damage, or additional costs incurred. Refunds will be issued in the same method of payment as the original payment; i.e. if a purchase was made with a credit card, a refund will be issued to the original account. Under some circumstances, we may request for you to email/send pictures of damaged or defective merchandise before a refund can be processed.

If your order was delivered by freight and you would like us to arrange for a pickup of the merchandise you would like to return, please contact Customer Service at 1-929-265-265-2, Monday through Friday from 8 AM to 6 PM and or 9 AM to 5 PM on Saturdays. Return delivery fees may apply.

If you have any other questions regarding your order, please contact one of our Custom Cut Glass customer service representatives, at the above number.

Is there a warranty on my glass?

Glass is insured to arrive safely to your door. Once it is received and signed for, we are not responsible for any damage. Please keep in mind that all of our products are very fragile in nature and should be handled with care. We cannot be responsible for damage caused by everyday use or by accidents beyond your control.


Order Cancellation

Can I cancel/modify my order/shipment?

Due to the custom nature of our business and to ensure that orders are shipped on time, once your order is submitted and approved we begin working on it immediately. For this reason, most orders cannot be cancelled once submitted. If any changes are necessary, please contact our office immediately. In most cases, changes cannot be made once an order has been submitted but we will do our best to accommodate your needs.


Shipping Policy

We ship to 48 states in United States. The cost for shipping is based upon order size and weight. We are unable to ship to US Territories, international locations and P.O. Box addresses at this time.

Who is the carrier you use?

We currently use FedEx as our main carrier. For freight shipment we use common carrier freight service.

How Long Does it Take A Product To Be Shipped?

 

Custom Products: 5 - 7 Business Days In-Stock Products: Normally leaves the warehouse within 1 - 2 Business Days if product is currently in-stock.

What is Freight Service?

Freight shipments are delivered and unloaded curbside -- driver will not be responsible for bringing freight inside of home or office. Goods being delivered by freight need to be inspected for damage at the time of delivery. Any damaged goods should be refused and noted on the bill of landing before returning to the driver.

  • This service does not include set up or assembly of items or removal of packaging materials.
  • The delivery company will call you to schedule a delivery appointment.
  • Deliveries are made between the hours of 8 AM and 5 PM Monday through Friday and will be scheduled as a 4-hour window.
  • Your item will be delivered on a lift gate truck and will be taken off the truck by the delivery driver.
  • Upon delivery please inspect your item(s). You will be required to sign a Proof of Delivery receipt.
  • Please note any damage to the item or packaging on the delivery receipt or, if refusing delivery due to damage please note refused due to damage on this receipt.
  • A signature is required for all deliveries; the driver is unable to complete delivery without a signed delivery receipt.
  • Please note, if you live down a road or driveway that the delivery truck cannot access without causing damage to the truck we will be unable to complete delivery.

What do I do if my package did not arrive on time?

If your package does not arrive in the specified shipping time that you asked for, please contact FedEx directly by calling 1-800-463-3339 and then contact our office to notify us of the problem.

What do I do if my order was damaged in shipment?

Orders are guaranteed to arrive in good condition to your door. Before signing for your package, If damage is immediately noticeable, simply refuse the package and contact our office immediately. We will ship a replacement order out right away. If the package is left at your door or in another location and you were not required to sign for the package, please contact our office immediately upon noticing any damage.

Do you ship outside of US?

No. We are only able to ship within United States at this time.

Bundled Shipping?

If you order multiple items, they may or may not be bundled and shipped together - depending on a variety of factors.

Discounts on Shipping?

Shipping is calculated by a third party carrier and we have no control over pricing and we cannot discount their pricing.

Can I pick up my order from your location?

Custom Cut Glass, inc

199 avenue T,                                  

Brooklyn, NY                                           

 11223
 

Availability and price

In the event a product or service is listed at an incorrect price due to typographical error, error in calculation of the price, wrong/false information received from the customer, or pricing information received from our suppliers,Custom Cut Glass shall have the right to refuse or cancel any orders placed for product or service listed at the incorrect price.

Custom Cut Glass shall have the right to limit the number of items purchased through our web site. Custom Cut Glass shall have the right to refuse or cancel any order whether or not the order has been confirmed and your credit card charged. If your credit card has already been charged for the purchase and your order is canceled, Custom Cut Glass will immediately issue a credit to your credit card account in the amount of the incorrect price.

Prices shown are the suggested retail prices. Independent distributors and other sales agents are free to price products as they see fit and may not conform to the listed prices. Price and availability information is subject to change without notice.

 


Product Information

What is your cutting tolerance?

The industry-wide accepted tolerance and our cutting tolerance is +/- 1/8".

What are your quality standards?

All glass contains various types of flaws or blemishes, which may be visible to the naked eye. This is unavoidable - even the finest raw materials contain minor flaws. The federal government mandates that no defects should be visible in the glass when it is viewed horizontally or vertically from 11 feet away under normal lighting. All of our glass meets these standards.

What are the size limitations?

The maximum size for our online store is 80" x 80". This is due to limitations on shipping process. For shipping on items larger than 80" x 80" please request a quote or contact our office for arrangements. However we can fabricate and install all sizes within our service area.

CUSTOM CUT GLASS
phone
+1(646) 820-7599
What people say about us
customcutglassnyc@gmail.com
199 Avenue T, Brooklyn NY 11223