FAQ

Payment

What payment methods do you accept?

We accept the following credit cards: MasterCard, Visa, American Express and Discover. We only take payment once your order has been shipped. We also accept payment by PayPal or Amazon Pay. If you decide to use either of these two methods, you’ll be taken to either the PayPal or Amazon Pay website, where you’ll be prompted to log in and process your payment. You’ll then be directed back to our merchant website once your transaction is complete.

Returns

Can I return or exchange an item?

 If there is a quality issue with your order, you may return it in new condition and in its original packaging for a prompt exchange for the same item, or an immediate full refund. Understandably, personalized items cannot be accepted for return, unless there is a manufacturing error or product defect. All refunds and exchanges must be made within 30 days of receipt.

How do I return an item?

Please contact our customer service team via support@signaglassware.com. Providing the return is within the 14-day cancellation period and meets our return criteria, we will issue you with a return note by email. You need to print this off and attach it to the packaging of the product when returning it to us. You will need to arrange and pay for suitable packaging when returning an item.

My order has arrived but it’s not as I expected. What can I do?

In the rare event that your order arrives damaged or faulty, please take photos of the product in question and email our customer service team via support@signaglassware.com with the details. We’ll respond within 24 hours. If you just don’t like the product for any reason, we’ll gladly accept it back as a return, providing it’s in “as new” condition, in its original packaging with all labels attached.

Ordering and delivery

When will my order arrive?

Standard

For standard, in-stock orders, the typical processing time is 4 to 7 business days.  Large or complex orders can  take 6-10 business days to process.  The approximate delivery time does not include transit time from FedEx or USPS. 

Please note that the engraving time is an estimate and is not guaranteed. 

WE OFFER EXPRESS SERVICE

You can apply for our EXPRESS SERVICE to process and engrave your order faster than normal if you would like to have it completed faster than the posted engraving time. We will expedite your order by putting it at the top of our priority list and sending it ahead of schedule if you choose EXPRESS Service. Depending on the size and complexity of the order, and the level of inventory, the express service lead time will vary. Most of the time, we can engrave and ship your order within 3 business days.  The express fee is based on the size of the order. Please contacts us so we can discuss your needs.

PLEASE NOTE: The estimated engraving times above are estimates of the amount of time it will take to finish your order before shipping, they are NOT guaranteed engraving times and may take longer depending on the volume of orders.

HOLIDAYS

You must place your order by December 5 to ensure delivery by Christmas.  The exact date may vary according to how many orders we receive.

November 10th to December 24th is an extremely high order volume time of the year, so our estimated engraving times are NOT what they are normally. We triple our work staff and work around the clock, 24/7 to ensure your order is shipped as quickly as possible,

but due to high demand, the time it takes for orders to ship can be up to 10 to 15 business days.

During this time period, we cannot accept any rush orders, so if you order before December 5th, your order should arrive before Christmas, even if you are upgrading your shipping method. season.  During this Holiday Season Proofs may not be provided in order to meet the delivery.   Proofs often take days or weeks for 

Can I place an order without creating an account?

Yes. You can place an order as a guest with no obligation to create an account. We do recommend that you create an account, however, if you’d like to check your order history and have your shopping basket items and payment details saved for next time. It’s quick and easy to create an account. Just visit https://signaglassware.com/account/register and follow the instructions on-screen.

Where is my order confirmation?

This is automatically sent to your email address when you place an order. If you haven’t received your order confirmation within 24 hours, please get in touch at sales@yourstorename.com just in case there’s a problem with your order. Please check your mailbox’s spam or junk folder before contacting in case the order confirmation has been diverted there.

Why has my order been canceled?

We typically only cancel orders if there’s a problem with the personalization and we have not been able to contact you with 48 hours, or if you’ve asked us to cancel. Please accept our apologies if your order is canceled because of a problem at our end. We’ll always offer an alternative solutions and process your refund in full, as quickly as possible.

How do I cancel my order?

There is only a short amount of time between when you place your order and when we start processing it. If you contact us straight away after ordering, via support@signaglassware.com, we may be able to cancel your order before it’s processed. Note, personalized orders cannot be cancel once we have begun processing the order.

Can I alter my order?

Sadly, we’re unable to modify your order once we’ve started processing it. If you need to order a greater quantity or an additional personlization, please place a new order online.

What countries do you ship to?

Because of the nature of glassware, we currently only ship the continental us and Canada.

Can I track my order?

Yes. We’ll provide updates at every stage of your order, from the moment you place it, through to despatch and delivery. In your delivery confirmation emails, you’ll receive a tracking reference which you can use to check the progress of your order online.

Misc

Do you sell gift vouchers?

Yes, we do. These are issued electronically by email and each contains a unique reference number. Our gift vouchers are ideal if you’re not sure what to get that special person in your life. Simply buy a gift voucher instead for the value of $10, $20 or $50.