Customer Satisfaction Policy
The Glass Palette strives to provide its customers with a pleasurable creative experience and a resulting project that exceeds their expectations. We do all we can to help guide the process of glass creation, and help our customers realize their vision.
The kiln firing process is not an exact science, and glass projects do become somewhat altered when melted. We view this process as one of the beauties of glass. However, occasionally there are problems with the finished pieces due to kiln firing. In the instance of breakage, we offer our customers credit towards a replacement “make-it-yourself” project. Because we are providing our customers with an “experience” at The Glass Palette, we do not offer money-back refunds for any reason.
Customers who break their glass creations at home may contact us about a possible repair. We can often re-fire the glass and attempt to repair it for an additional fee.
We have many out-of-town guests visiting our studio to experience the fun of creating with glass! We do our best to complete kiln firing within a week, however special projects, a busy studio or large groups can delay our processing time. We handle a great deal of shipping for our customers, using USPS Priority Mail service. Items can be expected to be received approximately two weeks from their creation date. In the event of a delay or other shipping issue, please feel free to contact us for tracking information. We have a great deal of experience packing and shipping glass and the vast majority of items reach their destinations intact. Our boxes are insured for $50 and claims can be filed with USPS in the event of breakage. We accept no liability for adequately packaged items being broken during shipping or for properly addressed boxes that do not reach their destinations due to no fault on our part. Please contact us with questions or concerns about our policy.