If you do not easily find the answer to your question here, please don’t hesitate to contact us

What is your shipping policy?

When will I get my order?

Most items are made to order so shipping times vary. We try to ship everything out within one month (usually sooner) of receiving the order, but we can get seasonal backups. The studio is also shut down from time to time for maintenance, or for us to spend time with family. You will be notified if your order will take over a month to ship. If your order is time sensitive, please let us know. Clear communication and customer satisfactions is our top priority.

What if I have a P.O. Box?

Most orders are shipped via UPS so we cannot ship to P.O. Boxes. If a P.O. Box is the only option, we can try using another shipper.

Security

Whenever possible we recommend shipping to a place your item will not be left unattended. We cannot replace stolen items.

What if I want to order something, but I am not in the US?

Just email us your address and what you would like to order. We will give you a custom shipping quote. Import duties and taxes may be incurred once your order reaches its destination. These charges are the buyer’s responsibility.

What is your return policy?

We pride ourselves on happy customers. We want you to be just as happy and excited about your purchase as we are about making it. If for some reason this is not the case then please contact us and we will do everything we can to fix it.

Product Line Orders

If you are not completely satisfied with your purchase you may return it in new condition within 30 days of receiving it (with the exception of special or custom orders—see below). You will receive a credit for the purchase price, and a 10% restocking fee will be deducted from the credit. If you wish to make a return please email us at info@glassbykyle.com.

Special or Custom Orders

Special orders and custom orders cannot be returned, but please contact us to discuss other ways we can help you out.

Gifts

We realize that the 30-day return window may not be feasible for gifts, and we will accept gift returns within a reasonable time frame.

If you return a gift, you may choose to receive a Liquid Designs gift certificate or to have the buyer credited for the purchase price of the item.

Items Damaged in Transit

If your item arrives damaged please let us know right away. We may ask for photos of damage to the box if any, and photos of the damaged item.

Shipping Costs

You are responsible for shipping costs. We cannot provide refunds for shipping and handling costs, nor can we cover the cost of returning an order.

However, if you are returning an item because it was damaged or because it was not the correct item, we will pay all shipping costs.

Refunds

Refunds are processed as soon as possible, usually within 3–5 business days after your return is received back (provided it arrives undamaged), or damages are shown to be the responsibility of the shipper. However, we are a small operation so if we are out of town, we will not be able to attend to your return until we get back to business. You will be credited for the price of the item minus a 10% restocking fee. You will receive your refund in the same form of payment used to place your order. If your return was a gift, you may choose to receive a Liquid Designs gift certificate or to have the buyer credited for the purchase price of the item.

Do you share any of my personal information?

Absolutely not. Your information will never be sold or shared with anyone. Your contact information will not be put on any type of marketing or update lists without your consent.

Is your studio open to the public?

We’re sorry, but it is not. The studio is not set up for customers, and we do not have the staff to help visitors. That doesn’t mean we never want to see you. We love meeting people. The best way to meet and talk to the artist is to attend one of the events listed on the Etc. page. If you would like to see where the magic happens, please make an appointment so we can make sure the studio is open and we are available for you.

Where can I see your work in person?

At an event

The best place to see the real thing is at one of the events listed on the Etc. page. These are also good venues to meet and talk to the artist and see new works not available to the general public yet.

In a gallery

You can also check the galleries page to see if there is a gallery in your area so you can view the work at your convenience.

Schedule a visit

Another option is to make a studio visit appointment.

The item I received looks a bit different than on your website. Why?

The artist and designer Kyle Kraiter creates each piece by hand which means each work is a one of a kind unique piece, so the sizes and color will vary slightly. The uniqueness of handblown glass is such that each individually made piece will have its own character and will contain minor imperfections and variations from one piece to another. Colors may appear different depending on your computer screen and how your glass piece is lit.

Do I have to order from your website?

Absolutely not. You are welcome to email us, and we will get back to by email or phone to help you complete your order. You can also make an appointment to come by the studio and pick something out with your own two hands. If you prefer seeing it in a gallery, you can check the galleries page to see if there is a retail outlet in your area.