Q: What if an item is out of stock? Is it backordered?
A: At Franklin Art Glass we do not automatically backorder items that are out of stock. If you would like to backorder something please contact our customer service team and they will be happy to assist you in placing a backorder.
Please note: Franklin Art Glass 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 removed from your order with no charge to you. We DO NOT automatically backorder items. If you wish to backorder the out of stock item please contact a customer service representative.
Q: When will my order ship?
A: Most online orders ship within 1-2 business days of receiving your order, often the same day if it is received before 11 am (EST) on a business day. Most orders shipping by motor freight leave our dock within 2-3 business days. We always endeavor to ship as soon as possible, exceeding even our own expectations, whenever we can.
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Mixing for Quantity Price Breaks
Q: Are products MIXABLE for quantity price breaks?
A: Yes and no. Selected groups are mixable.
Q: What products are MIXABLE for quantity price breaks?
A: Items that are NOTED in Item Details can be combined for quantity price breaks.
For example: FULL SHEETS OF GLASS, UNCUT, are mixable with each other for the price breaks. A note appears on the item details for all FULL SHEETS UNCUT stating: "This item is mixable with all other uncut full sheets of glass for the quantity price break(s)". All other glass items - full sheets cut down, large cut sizes, and square foot sizes, etc. - are NOT MIXABLE and therefore their item details do NOT INCLUDE a mixing note.
Q: Why doesn't the shopping cart display the mixed quantity pricing?
A: Franklin Art Glass must approve and manually apply this type of pricing to your order. It is not automatic.
Q: When can I view my order with the mixed quantity pricing?
A: Once Franklin Art Glass calculates and applies mixable quantity price breaks your order's status will be changed from "NEW" to "PROCESSING". Once this status is changed to "Processing," you will be able to view your order with the adjusted pricing based on mixed quantities, where applicable.
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Q: How do I pay for my purchase?
A: For online orders, we accept American Express, Discover, MasterCard and Visa. You may also choose to pay with a check, money order, or, Net 30 terms to pre-approved business accounts.
- Pre-paying with a credit or debit card is the easiest and quickest way to process your order.
- If you choose to pay with a check or money order, your order will be held until we receive the payment by mail, up to 20 business days after placing the order. After 20 days your order will be cancelled, all items returned to stock, and a minimum $10, up to 15% re-stocking charge, will be assessed to your account.
- Net 30 terms are available to pre-approved accounts. To receive an application for credit, contact us at 1.800.848.7683.
Q: Do you accept purchase orders?
A: Yes we do. If your business, school or institution uses purchase orders you may issue a P.O. confirming an online order by sending it via mail, e-mail, or fax. See our contact information for details. Note: When using purchase orders we will not process your order until we have received the hard copy. Using a purchase order does not automatically qualify for Net 30 terms (see above note).
Q: Do you charge sales taxes?
A: Franklin does not charge sales tax, except in the state of Ohio. Ohio tax exempt customers: We must have a signed tax exempt form and a copy of your vendor’s license on file; otherwise you will be charged the current sales tax. When you first register as a customer online you must contact us, even if you are already on file with us as tax exempt, so we can set up your online account.
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Q: When will my order be delivered?
A: When you order from Franklin Art Glass you should be given the estimated date of arrival. Standard delivery to Alaska, Hawaii, APO/FPO addresses and US territorial possessions is via Priority Mail and takes approximately 5 to 12 days.
Q: How can I check the status of my order?
A: You can track your order online using Franklin's Order Status button. Or, you may contact Franklin’s customer service department if you have a question about the status of your order.
After your order ships: If you order online and choose to ship UPS, you will receive an e-mail notification from UPS when your order has shipped. The e-mail will include a tracking number for you to use at the UPS website to track your order. Go to www.ups.com/tracking/tracking.html and enter your tracking number. Please note at this time only UPS offers online package tracking.
Q: Do I have to be present when an item is delivered?
A: No. Franklin Art Glass does not require a signature at the time of delivery. It is up to the discretion of the shipping company to determine if the package can be left without a signature. If the shipping company requires a signature, they will leave a notice with delivery options and instructions.
Q: Are packages insured against damage?
A: We take great care to pack all orders in a manner that minimizes the potential for damage or loss. Once an order ships from our warehouse it becomes your property. UPS automatically insures each package they handle up to $100. USPS does not automatically insure packages for any amount. Additional insurance is available at a cost additional to the shipping charges. With your instruction to do so, we will add this in to your order after check out.
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 Franklin’s customer service department or call us at 614-221-2972.
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Q: What is your policy on returns?
A: Call us for authorization and instructions before returning merchandise. A credit will be issued for merchandise returned in original condition within 30 days of purchase. Restocking fees may apply. You assume all risk if returning item(s) without prior authorization. We do not accept returns of glass, metals (including foil), patterns and books.
Q: What is your policy on shortages or an order filled incorrectly?
A: It is VERY IMPORTANT that you open and inspect your shipment immediately upon receipt. You must report to us any mistake we have made with regard to filling your order within 5 business days of your receipt. While we make every effort to fill your orders accurately, honest mistakes happen, and we will do everything we can to correct those mistakes. Failure to report shortages or mistakes in filling your order withing the 5 day period may result in your claim being denied.
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Q: Can I purchase gift certificates online?
A: Yes. Gift certificates are available in various dollar amounts. To order, “click here” or search for "gift certificate" in our search products feature. Gift certificates are redeemable and may be purchased online, by phone, fax or in-store.