FAQ + ORDERING INFORMATION
+ - Payment
We accept Visa, Mastercard, PayPal. Canadian customers may also chose to pay with e-transfer.
+ - Packaging + Shipping
Packaging and shipping is one of the trickiest facets of an online store and shipping fragile items such as glass adds another level of difficulty. Over the last 15 years we’ve learned a lot about shipping glass and in all of our years of shipping, less than 10 pieces arrived to the customer broken.
Generally, we rely on bubble wrap and foam peanuts to protect our packaging. Though cheap, effective and widely available, we can’t help but consider the impact that these materials have on the environment. We strongly urge you to recycle and re-use our packaging products.
Who doesn’t love a deal? As a culture (ourselves included), we are drawn to large companies offering free shipping on their products. Unfortunately, this is just not feasible for small businesses such as ours. We shop around for the most economical price possible for shipping, but because of volume and packaging costs, we simply can’t compete with larger companies on shipping. That being said, from time to time, we cover the cost and offer free shipping incentives to reward our customers – you just need to join our mailing list to get notified.
Like anything, you get what you pay for – and in the case of Infinite Glassworks, you pay for reliable shipping and safe packaging that will arrive at your doorstep on time and in one piece. You get beautiful handblown glass that is packaged in materials that can be recycled or reused – lessening the environmental impact that online shopping has on our environment. From our hands to yours, you get a quality handmade object that you can cherish and use for a lifetime.
We ship with Canada Post or Purolator, which generally takes between 2 and 10 business days (depending on shipping location). You will be provided with your tracking number when the package ships. If you require a different method of shipping, please contact us prior to purchase, and we will provide accurate shipping quotes to your location. For orders outside of Canada, you will be responsible for any importing/duties associated with your package.
If for any reason your order arrives damaged, please contact us right away.
+ - Quality + Workmanship
We take pride in the unique nature of our handblown glass. Each piece is designed and created at Infinite Glassworks and slight variances in size/shape/colour can occur. Our glassblowing furnace and the type of glass we use create small bubbles within our pieces. These are not considered flaws, as they exemplify the handmade and individual nature of the material. Prior to shipping, we carefully inspect each piece to make sure it is free from defects. If you feel you have a defective item, please email us right away so we can diagnose the issue and take action to rectify it.
+ - Order Cancellation
If you wish to cancel your order, please do so within 24 hours of your purchase. Order changes or cancellations cannot be made once the the item is created or shipped.
+ - Damaged Items
Please let us know immediately if your item arrives damaged during transit. We are happy to replace any piece(s) that gets damaged in transit free of charge. A description of the damage as well as a photo is appreciated for insurance purposes and to help us analyze the reasons for damage.
+ - Returns + Exchanges
Infinite Glassworks is committed to providing you with a high quality, handmade piece that you can enjoy for a lifetime. Due to the handmade and individual nature of our products, we regret that we cannot offer refunds. We offer exchanges or store credit for eligible items that you wish to return.
What can be returned for exchange/store credit?
• Standard/in stock items
• Items broken or damaged in transit
What cannot be returned? (Final Sale)
• Custom orders/designs
• Sale items
• There are no refunds on shipping and handling charges.
• Any pieces you wish to return must be unused and in original condition.
• All return requests must be initiated within 7 days of the receipt of goods.
• The buyer is responsible for the payment of return shipping.
HOW TO RETURN:
- Email us for a Return Request within 7 days of the receipt of goods.
- Package the item(s) well in original packaging and enclose the receipt inside the box. Items must be received by Infinite Glassworks within 14 days of the Return Request. Items that return damaged, without original packaging or previously used will void the Return Request. We reserve the right to deny any returns that we feel do not meet our criteria for exchange.
- Because refunds will not be issued in full for items damaged in return shipping or returns that are never received, we highly recommend that you insure all return shipments and provide Infinite Glassworks with the shipment tracking number.
- You will receive a confirmation email when your return is successfully processed with instructions to redeem your credit on our website, or with a new tracking number for the exchanged items. Store credit is valid for one year from issue date.
+ - Security
Customer privacy is extremely important to us. We will not share, sell or distribute any information provided to us by our customer.
We use PayPal to process all of our transactions including credit card payments. This ensures that the payment transaction is encrypted using their most up-to-date security including firewalls and data encryption.
+ - Care Instructions
Handblown glass is sensitive to extreme temperatures. For this reason, never place your handblown glass in an oven, microwave or freezer, or fill with boiling liquids. However, cold drinks are particularly delicious in handblown glass, and rest assured that the use of ice cubes will not damage the glass.
For drinkware, we recommend hand washing your glass in warm soapy water. Our handblown glass can be washed in a dishwasher, but keep in mind that some dishwasher detergents can etch objects over time so please make sure your detergent is non-abrasive.
For decorative pieces, we recommend washing in soapy water and drying with a soft lint-free cloth, or using vinegar or windex with a paper towel to keep the glass looking sparkling clean.
+ - Durability
We get it. The word glass can bring up concerns about fragility and breakage, and when you’re purchasing something handmade you want to know that it will last. That’s why we design our handblown glass with longevity in mind. We want you to be able to use your handblown glass daily, to make it part of your everyday enjoyment… whether it’s your go-to wineglass, your favourite vase that holds a fresh bouquet, or the special bottle by your bedside for when you wake up thirsty. That is why we consider shape and glass thickness when we’re designing for durability. Consider handblown glass to be similar in durability to a ceramic piece, it survives everyday use quite well… though if you drop it onto a cement floor you may have to get out the broom and dustpan!
+ - Gifts + Wedding Registry
If you are purchasing an item to be sent as a gift, we will send a handwritten notecard to the recipient. Please leave a message in the Note to Seller box when you check out with PayPal with the exact wording you would like to have on the card.
+ - Repairs
Unfortunately we do not to repairs or replacement pieces on broken or damaged glass that is not made by us. Due to the individual and sensitive nature of repairing or replacing broken glass on a heirloom or fixture, we have found that it is not feasible for us to offer repair/replacement services.
Replacing broken glass on a fixture (whether it’s to match unbroken pieces or replace all of the glass pieces) is likewise not a service we provide, as replacement services are a distraction from our regular studio practice.
If you have a piece of glass that you wish to glue yourself, we suggest two part epoxy for strength. You may want to lightly sand both surfaces of the glass to be bonded before gluing them together, which creates tooth on the smooth surfaces resulting in a stronger bond. Tape the glued pieces together until the glue has fully set to ensure the glass doesn’t slide or move. Dried glue on the surface of the glass can be carefully cleaned up with a sharp blade.
+ - Copyright
All content of this site, unless otherwise noted are property of Infinite Glassworks. Use of these things is not permitted without prior written consent. The use of our images may be used on personal blogs providing Infinite Glassworks is credited alongside each post with a link directing back to this website.
+ - Liability
When you purchase anything from Infinite Glassworks, you agree to hold Infinite Glassworks/Kate Civiero harmless from any loss, damage or injury due to any products purchased from us. Our maximum liability to you is the amount you paid for the item(s) purchased. All items offered on this site are provided “as is” and without warranties of any kind, whether express or implied. Note: We reserve the right to update these policies at any time.