Customer Service

 

Shipping & Delivery
Most orders are shipped within 24 hours from the time they are received (exceptions are weekends and holidays.) If an order will be delayed by more than 3 working days we will notify you via phone or email. Orders inside the USA are automatically shipped via FEDEX. Average delivery time is 2-5 days inside the USA, depending on region. For APO and Alaska/Hawaii orders, we ship via FEDEX EXPRESS. Orders being sent outside the USA may be subject to import duties - this is determined by your country's policies. Orders refused due to customs charges will be credited for the product costs, but not the original shipping fees. If you wish to cancel your order, please do so immediately. If you cancel after your order has shipped, you are responsible for the original shipping charges. International orders that are shipped before cancellation will not be refunded until the order is returned to us with all items intact, and original ship costs will not be refunded on orders sent outside the USA as well. We STRONGLY recommend viewing your confirmation email that is sent once you place your order, so that you may verify your shipping address and item selection details. If you do not supply the correct address at the time of ordering and we ship the order before you have contacted us with a correction, there will be a US $10 charge to have the order re-routed to your correct address (this is what FEDEX charges us to have a package delivery address changed,) If you have a package sent to an address that you did not intend, we are not responsible for costs to have it re-routed (when possible), and for orders outside the continental USA, we cannot replace or refund you for this order until the items are returned to us. If it is returned to us, we can either refund you for any items that we are able to restock and re-sell, or, if you would like to pay the shipping cost again we can re-send the order to you at the correct addres

 

Returns & Replacements
We take great pride in the quality and workmanship of our merchandise and are confident that upon receipt of your purchase, you will find it completely matches your expectations. If, however, you decide to return your purchase, we will gladly refund, replace or exchange any item. Please note, that there is a 10% restocking fee on jewelry and any custom work is nonrefundable. Note: these policies refer only to online sales. In store sales are governed by store return policies listed on store receipts. Returns for refund and all jewelry returns must be made by requesting a Return Authorization (RA) number within 7 days of receipt of shipment. To obtain Return Authorization number email or call us at 877-231-5405. The item must be shipped back to Fusion Art Glass within 3 days of receiving the RA number. Complete refund will be issued when item is received by Fusion Art Glass, minus shipping costs. Refunds are only available to the original purchaser of an item. The Fed Ex tracking system is used to determine receipt date of the shipment. Returns for store credit or exchange may be made within 30 days of receipt date for all non Jewelry item. We extend this offer to help you feel comfortable ordering art online. All returns must be in original condition. Repackage the item as securely as possible. We recommend shipping via insured carrier such as UPS or FedEx. Insure the package for the full purchase price. If you are returning high value items, for security reasons, do not disclose the contents when insuring the package. Fusion Art Glass is not responsible for any loss or damage that occurs during shipping. Items returned damaged or after 30 days of original purchase will not be accepted and will be returned at the customer's expense. Please make sure that your name and address are clearly printed on the outside of the package, and mail it to the address located on your Fedex label.