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customer service : returns & repairs

Returns & Repairs


Our Guarantee - 100% Satisfaction on Every Item We Sell

guaranteeQ: What is your return policy?
A: Delphi offers a 100% satisfaction guarantee. If you are not completely satisfied with your purchase simply fill out the merchandise return form and return the item(s) to Delphi within 30 days from the delivery of your item for credit or refund. Regretfully, we cannot give refunds on Gift Cards, CDs, DVDs and software products. All sales on these items are final. If a CD, DVD or software product is defective we will replace it with a new copy of the same item. Please note that there are no returns on special order, clearance, or overstock items - all sales on these items are final. See the return policy for Delphi Studio Gallery items.

Q: How do I return an item?
A: Please see Returns Directions for simple instructions.

Q: Can I return an item if it is beyond the 30 day policy?
A: Please contact Delphi at 800-248-2048 to speak with a representative about a possible return.

Q: What if my item appears damaged from shipping?
A: Delphi takes every precaution to insure your items arrive to you safely. In a recent study of the damage rates of Delphi and its competitors, Delphi had the lowest incidence of damaged packages. This is due to our focus on using the best packaging materials and continually testing and refining our process to make sure you get your package in great condition.

Even with all our precautions, however, occasionally damage does occur in shipping. If you receive an item that appears damaged from shipping (ex: box is dented), notify the carrier immediately (UPS, U.S. Post Office or trucking company). Do not return the damaged merchandise - the carrier will determine if they need to see the condition of the box at the delivery site. Keep all packaging materials, including interior and exterior containers. Contact Delphi by emailing sales@delphiglass.com or calling 800-248-2048 and notify us of the damage. We will promptly ship replacement merchandise or arrange credit for the damage.

Q: What if it appears I'm missing items from my order?
A: Check the items received against those on the packing slip, but remember that small items can get "lost" in the foam peanuts. Sometimes small items are taped to larger items, or placed in a bag for protection. Allow an extra business day for multiple box shipments to arrive. Glass, came and framing stock often ship in their own boxes with separate packing slips. If you have thoroughly checked the packaging of the box and can not find the item listed on the packing slip please contact Delphi and the item will be shipped immediately.

Q: What if my item is defective?
A: Defective merchandise without a warranty will be refunded if returned within 30 days from the date of delivery. For defective merchandise under warranty, contact the manufacturer for repair or replacement.


Warranty Information
If you need to make a claim on a product warranty, you will receive prompt and courteous attention from the following manufacturers. If they are unable to solve your problem, please contact Delphi. Remember, Delphi is not authorized to accept returns after 30 days or perform repair work on any warrantee merchandise.

The Cooper Group     Weller soldering irons     (919) 362-7542  
Diamond Tech     Band saws, grinders, Fuseworks kiln, supplies     (800) 937-9593  
Gemini     Taurus ring saws     (310) 891-0288  
Glastar     Grinders, tools     (800) 423-5635  
Inland     Grinders, irons, tools     (800) 521-8428  
Gryphon     Ginders, Saws     (818) 890-7770  
Jen Ken     Glass kilns     (800) 329-5456  
Paragon     Glass kilns     (800) 876-7328  
Evenheat     Glass kilns     (989) 586-2281  
Skutt     Glass kilns     (503) 774-6000  


Repairs and Replacements
Q: Do you repair items?
A: Many of the tools Delphi sells have a manufacturer warranty. Please refer to the product manual or contact the manufacturer for warranty and repair information. Above are some of Delphi's most popular manufacturers. If you no longer have the manual and cannot find the contact information for your item's manufacturer contact Delphi.

Q: How do I order replacement parts?
A: Delphi offers standard replacement parts on many items, which will appear on the website or in our catalogs. If you do not see the item listed, we will be happy to try and special order it for you. Please contact Delphi at sales@delphiglass.com or toll-free at 800-248-2048 with your request.

Returns
Q: How long will it take to process my return?
A: We will do our best to process your return quickly. Please allow 30 days for refunds to be processed once received by Delphi. Once Delphi has processed your refund it may take the bank a few days to show the completed transaction.
If you are aware the card on file for your order may expire during the month of processing the return please verify the last 4 digits of the credit card number and include the updated expiration date on your return form.

Q: If necessary, how will you refund my money?
A: Refunds are made in the same form as the original payment for the purchase in question. If this means posting a credit to your credit card account, Delphi can only credit the same credit card account the was used for the original purchase.

Q: What if the item was a gift and I don't have a receipt?
A: Delphi will accept items without a receipt. You can receive credit for a future Delphi purchase.

Q: Who pays the shipping costs?
A: Shipping costs will be refunded on a return if there was an error or a product defect. If this applies to your return, please include a copy of the postal receipt in/on your return package and request the credit.

Q: Where should I ship my return?
A: Please ship to the address below. Refer to the packing slip or Returns for detailed instructions on what information to include with your return.

      Delphi Returns Dept.
      3380 E. Jolly Rd.
      Lansing, MI 48910

Q: What information should I include with my return?
A: Please see Returns Directions for detailed instructions and to print a Return Form.



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