Damaged or Lost Items
At National Stained Glass we pride ourselves in quick and reliable service. We also pride ourselves in our 98.5% successful shipping rate. However, if you find yourself among the 1.5% please do not despair, we are here for you and will handle your concerns quickly and professionally. Be assured that your order was packed with the utmost care using durable packing materials and success tested packing methods. The package met our rigid standards and was 100% intact when we turned it over to the carrier. To assist us and to ensure quick and complete service:
- Please inspect your shipment carefully. If outward damage (heavy scuffs, crushed corners, tears in the package, obvious tampering) is present please have the delivery personnel make note of the condition of the package. Save all packing material & packing slips when a damage report is involved.
- Photograph all sides, top and bottom of the package exterior making particular note of the damage to the packaging. Photograph the interior making particular note of the packing material. Photograph the damage to the goods. The more photographs taken and the more detailed the photographs the quicker a successful conclusion can be obtained. You can email the photographs to sales@nationalstainedglass.com
- Every order is accompanied by a packing slip. The contents are checked off when packed, and double checked by another staff member before sealing and shipping. If an item is missing, please examine the box for outward damage when it is possible the contents may have leaked out. Please check through all of the packing material and save all packing slips.
- Report any shortages or damage to the sales staff at National Stained Glass as soon as possible. Please call us at 902.405.3747 or email us at sales@nationalstainedglass.com
We insure all shipments to value and keep records of the tracking numbers and shipping details. We will happily handle the claim for you as the shipper. Please be advised that the carrier (Canada Post or FedEx) may contact you to pick up the damaged goods.
Merchandise Return Policy
Returns may be made in person or through mail, Canada Post or FedEx. Returns require the original goods in good condition, as well as the original invoice. Please return the goods, or speak with a sales representative 902.405.3747 (Dartmouth) or 855.405.3747 (Canada wide) 9:30 AM until 5:30 PM AST Monday to Friday, preferably no later than 30 days from the invoice date.
If shipping, please include a copy of your original invoice and be sure to repack the items carefully - including all parts and manuals - along with the original packaging in good condition. Items returned in an unsalable condition may be subject to a repackaging fee. Please return to our distribution warehouse/fulfillment center at: 95 Akerley Blvd., Suite B, Dartmouth, NS B3B 1R7.
If returning in person, please bring the items and the original invoice. We’re sorry, but no returns can be made without the original invoice. Personal returns can be made during regular business hours at the distribution warehouse/fulfillment center at: 95 Akerley Blvd., Suite B, Dartmouth, NS B3B 1R7.
You should expect to receive your refund within four weeks of giving your package to the return shipper, however, in many cases you will receive a refund more quickly. This time period includes the transit time for us to receive your return from the shipper (5 to 10 business days), the time it takes us to process your return once we receive it (3 to 5 business days), and the time it takes your bank to process our refund request (5 to 10 business days).
If you need to return an item, you can call us or Contact Us with your order number and details about the product you would like to return. We will respond quickly with instructions for how to return items from your order.