We provide free shipping to any location within the United States. Free shipping is not available outside the United States.
We ship all orders by best method. Typically this is UPS Ground, USPS or using Freight Service (LTL). Depending on your location, delivery time is between 2 to 7 days. We are not responsible for delays in shipments due to the shipping company.
Most orders ship the same day or the next business day. If your order is placed on a weekend or holiday, it will be shipped the next business day.
Celestial Fire Glass would like our customers to be completely satisfied with the goods they have purchased from us. If you are not completely satisfied with your purchase, you may return it to us within 30 days from receipt of the goods for a prompt exchange or refund. You are responsible for return shipping costs. Samples are not refundable as the cost of the sample is less than the amount we pay to ship it to you. Deliveries which are refused are considered as returns and are subject to this return policy. All returns must be accompanied by the original receipt packing list along with the original packaging. There will be no refund on items returned that are not in saleable condition. If you paid for your order by credit card, a credit will be issued and will appear on your billing statement. If you paid using PayPal a credit will be applied to your PayPal account.
If you need to return an item, please 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.
Celestial Fire Glass makes samples available for all of our fire glass - we strongly encourage you to purchase a sample before making a large purchase - especially when purchasing glass tiles. You'll want to see the color of the fire glass in location where you'll be using it before making a purchase. This will help to ensure that you are completely satisfied with your order and avoid making a return. The amount we charge for samples is based on our cost to package and ship the samples; as such, samples are not returnable.
We accept all major credit cards as well as PayPal.
Damage During Shipping
All shipments are insured. We use extra care when packaging your order; however, sometimes products do get damaged during shipping. When you receive a package from a shipper and it is damaged, you must contact us within 5 calendar days (sooner is preferred) and report that the package arrived in damaged condition. This is because shipping companies have specific regulations for returns of damaged goods and we need to file claims within their stated terms. Upon notification of a damaged shipment we will process the claim with the shipping company; meanwhile, we will re-ship the damaged goods. If the package is damaged when it arrives do not refuse delivery, rather accept it and assess the extent of damage to the goods. Refusing delivery will further delay your receipt of replacement goods as we need to wait for the return before we can assess the damage. You will need to keep all original packaging, including cartons and contents, until the claim resolution process is finished (up to 2 weeks). It may be necessary to make the packaging available to the shipping company for inspection.