|Stained Glass • Fusing • Mosaics • Jewelry Supplies|
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Q: How can I change my shipping address when placing an order online?
A: If you have created an account with Delphi, login. You can make changes to your account by clicking on the "Click here to modify account" link you'll see after logging in. You can also change or create a new address while checking out.
Q: Can I update the address my catalogs are sent to?
A: We appreciate you updating your catalog address. You will get your catalogs faster and know about sale items and new products sooner. To update your catalog address please e-mail us at [email protected] with your name, customer number (the number above your address on any catalog or postcard we've sent to you), your phone number, old address and the new address you would like the catalog sent to. You may also call us at 1-517-934-4631.
Shipping and Processing Charges
Q What countries does Delphi Glass ship to?
A Delphi all around the world! The only exception are contries the currently under US trade embargoes. For a list of those countries please visit US Department of Treasury.
Q: How are items shipped?
A: Delphi normally ships orders via U.S. Postal Service (USPS) or FedEx. Charges will vary by destination, weight and freight carrier. Size and weight restrictions also vary by carrier and country. If you choose to order an item that cannot be shipped, we will contact you. During online order checkout, you will be provided with shipping options and shipping charges. A few items, such as large kilns and glass creates, are delivered by truck. We apologize, but we are unable to ship these items internationally at this time. Items requiring truck delivery will be specified in the product's description.
Q: How much do you charge for shipping?
A: Basic shipping and processing charges depend on the destination and the weight of your order. Any backordered items will incur a separate shipping charge. During online order checkout, you will be provided with shipping options and charges. Please note that these charges do not include any duties, fees or taxes that may be charge by your government. When choosing FedEx for international shipping there will be additional currier fees.
Q: What are boxing charges and when do they apply?
A: Boxing charges are for items that need special handling and require special separate boxing. Boxing charges apply to sheet glass, dichroic waves/stringers/noodles, cames and framing stock only. Please note that pre-made glass packs do NOT incur a separate boxing charge. If boxing charges apply to your order, they will be added automatically, so you can review your total shipping and handling charges before you finalize your order. Please note that we cannot mix small or medium glass pieces with large pieces. The size differential of the glass pieces creates undue breakage. Sheet glass and came will ship separately from other craft supplies.
Q: What if an item is backordered?
A: Delphi's website features real time inventory* and will note backordered items on the product's pages and again in the shopping cart. If you notice a back ordered item on your order during the checkout process please make note that your order will not process immediately but will automatically hold to ship the order complete. Delphi will backorder items temporarily out of stock up to 30 days. On rare occasions when a backorder last longer than 30 days you will be notified via email or postcard and given the option to cancel or continue to wait for the back ordered item. We must cancel your back ordered item(s) if the card/email is not mailed back promptly.
*Delphi cannot always guarantee that an item is in stock, even if it is stated "In Stock" or "Available" on the website. If an ordered item is out of stock it will be moved to a Backorder status and we will do our best to get that product delivered as quickly as possible. If you have questions about a backordered item please Contact Delphi.
Note: Backordered items may be charged additional shipping. No backorders are accepted for glass, came or framing stock, unless item is a special order.
Q: When will my order be delivered?
A: When you order from Delphi you should be given the estimated date of arrival. Delivery times do not include delays caused by customs departments. If you choose a U.S. Postal Services (USPS) shipping option, you must agree to wait one month before shipping a replacement package or requesting a refund.
Q: Do I have to be present when an item is delivered?
A: It is always best to be available for package delivery, so that you can pay any applicable duties, fees and taxes.
Q: What do I do if the package appears damaged?
A: If you are present when the package is delivered, inspect it before signing for the delivery. If the package appears damaged but the merchandise looks unaffected, note the damage on all delivery receipts before signing. If the package is damaged to the extent that the merchandise may be damaged, refuse delivery and contact Delphi's Customer Service or call 1-517-394-4631 for prompt replacement of the damaged items.
Q: What if I accept delivery and then discover a problem or I wasn't there in person to sign for the package?
A: If you receive an item that appears damaged from shipping (ex: box is dented), notify the carrier immediately. Keep all packaging materials, including interior and exterior containers. Do not return the damaged merchandise - the carrier will determine if they need to see the condition of the box at the delivery site. You may be requested to take and send images of the damage to your order. Please notify Delphi immediately of the damage and we will promptly ship replacement merchandise.
Q: Can I purchase certificates online?
A: Yes. Gift certificates are available in various amounts. To order, click here or search for "gift certificate" in Delphi's search engine. Certificates can be mailed to the recipient or printed directly from your computer. Gift certificates purchased online can be viewed and printed after log-in in Customer Service. An email will be sent to the buyer within 24 hours stating that it is available. Gift certificates are redeemable online, by phone, fax or in-store.