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Returns, Shortages or Defective Goods

Returns or Missing Items:

If we have made a mistake in shipping your order, contact us within 10 days of receipt by e-mailing us at  service@isgs.com.  (If unable to e-mail us for some reason, you can send a f a x to us at 209 - 524 - 2336.  e-Mail is preferred since more efficient.)

        Wrong item shipped:  In your e-mail show what was ordered and what was misshipped. We will instruct you how and where to return the goods.  Return goods ONLY after we have issued you a RMA number (Return Merchandise Authorization) and issued a UPS call tag.  UPS will pick up the goods when the call tag is issued.  The merchandise must still be in its original, unopened package so we can resell it as new & unused merchandise.  When returned, we'll ship the correct item and pay all the freight costs, shipped via same mode as ordered.  And, we'll do this promptly!

        Missing Items:  A missing item means the packing slip says that an item should be in the shipment and it is not in the box (zero quantity shipped is not a missing item but rather an out-of-stock situation).  Provide the following information so we can process the claim for you quickly -- if we have to write you for missing information, it delays processing of the claim 2 to 3 days:
        1) In your email letter to us, include your order number in "Subject:" line (it's on
             the package's label), or simply reply to your Shipment Confirmation letter.
        2) Inform us by catalog number what is missing.
We will arrange to replace or credit you, at our option, for any merchandise missing from your order, including prorated freight.  If we replace missing item(s), they will always be shipped via the same mode as originally ordered.  And, we'll do this promptly!

If you want to return undamaged merchandise that you ordered, you can do so within 10 days of its receipt.  Contact us at  service@isgs.com for a RMA number.  The product must still be in its original, unopened package so we can resell it as new merchandise.  You will have to pay the freight for its return.  When received and inspected, you will be issued a credit for the merchandise less a 15% restocking / handling fee ($5 min.).  The freight to you, order fee, and boxing are not refundable.

We're sorry but we can't accept returns on: Glass lites or glass products, books, patterns or items with patterns, glass cutters or items with glass cutting wheels, metal cames & reinforcing bars, chemicals, frames, tool kits, products with a limited shelf-life like paints and adhesives, and all International shipments.  All sales on Closeouts (catalog numbers beginning with "Z") are final and not accepted as returns.

This policy is strictly followed with no exceptions.  Our web Shopping Cart is designed to help you know what you are ordering by providing a picture of each item ordered to prevent ordering errors.  To be sure what you are ordering, click the picture to see Additional Information.

Do not return goods unless we issue you a RMA number (Return Merchandise Authorization.) -- e-mail us to obtain a RMA number.  Because returns received without an RMA number often get lost or sidetracked, they will be refused, or, at our option, treated as return merchandise if saleable and subject to the restocking fees described above.

DOMESTIC delivery refusals are treated as undamaged merchandise returns and are subject to terms described above.

INTERNATIONAL delivery refusals will result in your package being abandoned if you don't arrange with the carrier to pay for return freight in advance.  We do not accept charges for return freight on such refusals.  We are not responsible for any abandoned packages.  If you want to refuse an international delivery, you must arrange to pay for its return freight in advance since we will not pay freight on such returns.


Damaged Shipments:

Note any apparent damage when signing for the receipt.  In such cases, you can tell the driver you want to first open package to inspect for damage before signing for it.  DO NOT REFUSE package -- even if it has apparent damage -- because you will be charged for any reshipment of undamaged items in the box.  Keep in mind that our liability for any damage ends once the package is tendered to the carrier -- the carrier is liable from that point forward.  We, however, will work with you and UPS to have the damaged goods replaced as part of our customer service.

All claims for shipping damage should be made within 14 days of the package's receipt by e-mailing us at  service@isgs.com .  Provide the following information so we can process the claim for you quickly. (If we have to write you for missing information, expect a 2 or 3 day delay in processing the claim. Remember, we ship on Mondays & Thursdays.)
        1) In your email letter to us, include your order number in "Subject:" line (on
             the package's label), or simply reply to your Shipment Confirmation letter.
        2) In your message:
              a) Tell us the UPS Tracking Number of the damaged package -- just the
                   last 4 digits will do just fine (it's on the label).
              b) Explain what is damaged and the condition of the outer box, noting
                   punctures, crushing etc.  INCLUDE A DETAILED LIST OF QUANTITY AND
                   CATALOG NUMBER OF EACH DAMAGED ITEM
. For example:
                                                    "Box top corner crumpled when delivered.
                                                                      1    GSA1000   sheet broke in half
                                                                      2    GSL1010   sheets completely fractured"

We will contact UPS, and they will either contact you to inspect the package or issue a call tag to return it to us.  Hold onto the damaged goods AND the packaging for at least 10 days from the time you e-mailed us about the damage.  While infrequent, UPS (pronounced oops) is quick in handling claims, and we will arrange to replace or credit you, at our option, for any merchandise damaged in transit.  If we replace damaged item(s), they will always be shipped via the same mode as originally ordered -- UPS policy.  If we ask you to return it to us, we'll issue you a RMA number.

Defective Goods:

I.S.G.S. does not provide product warranties.  For all products with manufacturer warranties, contact the manufacturer directly.  We will provide information on how to contact the manufacturer if available.  For other situations, e-mail us at  service@isgs.com  within 10 days of its receipt.  Do not return goods to us unless we issue you a RMA number.


   We are a
Proud Sponsor of:


www.ddeafworld.com
A website dedicated to teaching American Sign Language for communicating with the deaf.


www.girlsandboystown.org
A non-profit organization dedicated to offering help, hope and healing to abused, abandoned, neglected,
handicapped or otherwise
troubled children.


Laptops for the Wounded
Laptops for
the Wounded

A volunteer group started by a
mother of a returning soldier
from Iraq who was so grateful
for her son's safe return that
she wanted to help those less
fortunate in our VA hospitals.
ISGS donated a Sony PlayStation2 and 5 new
games for the wounded
soldiers in hospital.

Kiva.org
Kiva.org
A non-profit that allows you
to make $25 loans to low-
income entrepreneurs in the developing world.
Also known as Microfinance.
By doing so, individuals like
you provide affordable working
capital for the poor (money to
buy a sewing machine, tools,
livestock, water pump, etc.),
empowering them to earn
their way out of poverty.

FreedomHills.org
FreedomHills.org
A non-profit therapeutic
horseback riding program for
the benefit of people who are
physically, emotionally or
mentally challenged.
Sierra Stained Glass Studios
donated an 8' dome to the
Luther family episode of
Extreme Makeover:       
            Home EditIon
and donated two stained
glass panels to their annual
fund-raising auction.


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