Faqs

1. How can I place an order with ES Creative Glass?
2. How do I submit a name or address change?
3. What is your credit policy for your customers?
4. What is your billing process and terms of payment?
5. How do you ship your products?
6. When do you ship your products?
7. What is your return policy?
8. What if my order is damaged in transit?
9. Caring for your Stained Art Glass.
10. What if I want to cancel my order?
11. Originality of your designs
12. How secure is your site?
13. Privacy Policy Statement
14. Restoration and Repairs

1. How can I place an order with ES Creative Glass?
Orders can be placed through our secure online store using a credit card and or personal check. You may also fax or mail your signed order to 619-428-0402 or call customer service at 619-428-6919x35. Click here to go to our shopping cart. For custom design orders, please click here: Custom design order.

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Billing Information

2. How do I submit a name or address change?

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3. What is your credit policy for your customers?
Prepayment is required for all purchases. The prepayment may be made by supplying a credit card (Visa, Master Card, Discover, American Express) information or by including a check with your order.

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4.What is your billing process and terms of payment?
The sale transaction is completed when you purchase the items on line. Sales and Shipping receipt are generated when the item(s) are shipped to you. On all custom made orders a 50% down payment is required. When the project is completed the remaining balance is due. All check payments must be made in U.S dollars and drawn on a bank located in the United States. Please allow 10 business days for the check to clear the bank account. For returned checks (NSF) a $25.00 fee will be charged to your order. When paying by check, please remit payment to the following address:

ES Creative Glass, Inc.
3065 Beyer Blvd. Suite B-104
San Diego, CA 92154

Please indicate your order # on your check to ensure proper credit.

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Shipping and Returns

5. How do you ship your products?
We pack each item with care so it may arrive at your place in the same condition as when it leaves our store. ES Creative Glass uses Federal Express, and UPS, standard services for all domestic shipments. Once we have shipped your stained glass article we will email you your tracking number. With this number, you can follow your shipment progress at www.ups.com or www.federalexpress.com. For items that exceed the shipping limits pre-established by UPS and or Federal Express, ES Creative Glass will ship the items the best way available. Expedited delivery is available at an additional cost. Call Customer Service at 619-428-6919x35 for details.

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6. When do you ship your products?
For items we have in stock, we ship after 48 hours of your order date. Items back order may take up to 2 or 3 weeks for delivery and sometimes longer. If your order is delayed beyond our 48hour shipping window, you will be notified via email. At that point you may wish to cancel your order and you will not incur any charges. Our email will include a link to cancel your order. Please use that link only.

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Customer Services

7. What is your return policy?
ES Creative Glass guarantees your satisfaction with any product. All of our art glass pieces displayed in our website are original designs created exclusively by Enrique Santos therefore in order to protect our designs we do not accept returns. Custom-made orders may also not be returned.

If for any reason you are not completely satisfied we want to hear from you. Please click here to contact us at Customer Service. We want you to be a satisfied proud owner of the perfect art glass design from us, so you may admire it and enjoy it for years to come. Therefore we will take the necessary steps to make you a satisfied customer.

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8. What if my order is damaged in transit?
If you received an article which has been damaged during shipment or is defective, please contact our Customer Service Department immediately at 619-428-6919x35 to obtain an RMA# (click here to request a return material authorization number.)We will send you within 24 hours an RMA label by mail that must be affixed to the return package in order to properly document the transaction. All claims must be made within 24 hours of receipt of order. Sorry no exceptions. We cannot accept any returns without a return authorization number.

Please allow 7 business days to process refunds after an order has been cancelled or we have received back the merchandise.

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9. Caring for your Stained Art Glass

Glass is a magical medium that can be transformed from an amorphous substance to a functional or sculptural work of art creating pieces that enhance all areas of our lives. With special care and maintenance the lasting beauty of the artful pieces will be ensured for many years to come. All of our items are hand-cut, lead soldered, then buffed to a perfect shine.

Imperfection in the glass itself will add to the unique beauty of each piece. Glass cleaners are not recommended to clean your glass art. Should the glass require cleaning, use warm soapy water to wash your article. Blue DAWN dishwashing soap works best; it’s free of lotions and oils. After washing, apply a thin coat of “Stained Glass Finishing Compound” (please see under “Gallery”, Care Kit). Allow to dry and then buff to a shine with a soft, clean cloth.

If the Stained Art Glass is located in a high humidity area you may experience discoloration in the solder. If this happens, you can use a special cleaner from your local Stained Glass Supply store.

It is not recommended to hang stained glass with suction cups, especially large or heavier pieces. A simple jack chain can be attached to the loops on the piece and then hung from the top molding of the window frame. If jack chain does not blend well with your décor, nylon coated stainless steel tiger-tail wire works well.

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10. What if I want to cancel my order?
You may cancel your order for any reason within 48 hours of placing the order for a full refund. Please contact us within 48 hours from the date of purchase to avoid a 25% re-stocking fee, since most of our orders ship within 48 hours from receipt of order. Please click here to cancel order.

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11. Originality of our designs
Copyright ownership protection is very important to the creative arts community and we are careful to respect and protect the rights of all copyright owners. Unless otherwise indicated, all of our art glass pieces displayed in our web site are original designs created exclusively by Enrique Santos - owner of ES Creative Glass. All designs created by ES Creative Glass shall remain the property of ES Creative Glass and the buyer shall have no ownership interest in or possessory rights to these designs. Alterations from the above specifications are also prohibited.

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12. How secure is your site?
Our web page has been encrypted. Modern cryptography can make it virtually impossible to decipher documents without the cryptographic key, thus making the availability of the contents of those documents depend on the availability of the key. Therefore authentication will be impossible without the key. We do not store financial information like credit card numbers, and our secure method of interaction with our visitors does not compromise credit card information. This online system is 100% secure.

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13. Privacy Policy Statement

This privacy notice discloses the privacy practices for www.esglass.com This privacy notice applies solely to information collected by this web site. It will notify you of the following:

1.What personally identifiable information is collected from you through the web site, how it is used and with whom it may be shared.

2.What choices are available to you regarding the use of your data.

3.The security procedures in place to protect the misuse of your information.

4.How you can correct any inaccuracies in the information.

Information Collection, Use, and Sharing
We are the sole owners of the information collected on this site. We only have access to/collect information that you voluntarily give us via email or other direct contact from you. We will not sell or rent this information to anyone.

We will use your information to respond to you, regarding the reason you contacted us. We will not share your information with any third party outside of our organization, other than as necessary to fulfill your request, e.g. to ship an order.

Unless you ask us not to, we may contact you via email in the future to tell you about specials, new products or services, or changes to this privacy policy.

Your Access to and Control Over Information
You may opt out of any future contacts from us at any time. You can do the following at any time by contacting us via the email address or phone number given on our website:

• See what data we have about you, if any.
• Change/correct any data we have about you.
• Have us delete any data we have about you.
• Express any concern you have about our use of your data.

Security
We take precautions to protect your information. When you submit sensitive information via the website, your information is protected both online and offline.

Wherever we collect sensitive information (such as credit card data), that information is encrypted and transmitted to us in a secure way. You can verify this by looking for a closed lock icon at the bottom of your web browser, or looking for "https" at the beginning of the address of the web page.

While we use encryption to protect sensitive information transmitted online, we also protect your information offline. Only employees who need the information to perform a specific job (for example, billing or customer service) are granted access to personally identifiable information. The computers/servers in which we store personally identifiable information are kept in a secure environment.

If you feel that we are not abiding by this privacy policy, you should contact us immediately via telephone at 619-428-6919 or via email to Konrad@esglass.com.

Orders
We request information from you on our order form. To buy from us, you must provide contact information (like name and shipping address) and financial information (like credit card number, expiration date). This information is used for billing purposes and to fill your orders. If we have trouble processing an order, we'll use this information to contact you.

Links
This web site contains links to other sites. Please be aware that we are not responsible for the content or privacy practices of such other sites. We encourage our users to be aware when they leave our site and to read the privacy statements of any other site that collects personally identifiable information.

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14. Restoration and Repairs
As members of the Stained Glass Association of America, we are fully qualified to restore and repair all types of stained glass, including authentic Tiffany items and windows. Residential, commerical, church repairs and restorations are welcome. Most repairs can be completed in 48 hours. Please contact us today for an estimate or call our direct sales line (619) 428-6919, ext. 35 to inquire about our nationwide and worldwide services.

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