Zong Glass Shipping Policy
SHIPPING
All orders are processed, produced, packaged and shipped within 30-90 business days depending on availability of your product and current pipeline of orders at Zong Glass. **For all changes, requests, questions or additions to orders, YOU MUST contact sales@zongglass.com within 24 hours of your purchase before it goes to production, in most occasions we cannot modify an order after it begins custom production. Please provide your Name, Order Number and Request,Change, Question or Addition, thanks in advance from Team Zong 🙂 All orders at Zong Glass are custom, hand made in our factory by a Team Zong member. Here is a typical breakdown of the production process and ordering with ZongGlass.com: 1. Customer purchases online at ZongGlass.com and a work order is generated at the Zong factory. 2. It then takes 24-72 hours for processing of the order to go through our system, this allows us to make any changes, requests or additions to your order before it goes into production. 3. A Team Zong member then begins prepping your order and production starts within (3) business days of completion of processing. 4. Production can take anywhere from 7-84 days depending on order size, quantity, availability of product in stock and amount of customers in the pipeline. 5. After production is complete, we notify you via email with shipping and tracking information. 6. We discreetly package your order and guarantee delivery to your front door via Fed Ex We ship exclusively with FedEx & USPS depending on location and amount of purchase.
We’ve been shipping Zong’s for over 20 years so we know a thing or two about getting your product safely to your front door! If for a reason their is a problem, please contact us at sales@zongglass.com with pictures, description of the problem and order details. We are more than happy to take back and replace broken pieces in the mail if you contact us within 24 HOURS of receiving your broken piece, if you have used your piece and it broke, due to federal laws we cannot take back any glass that has been used.
RETURNS or BROKEN GLASS
We only except returns for broken glass upon receipt of package, our return policy lasts 48 hours. If more than 48 hours has gone by since your receipt of purchase, unfortunately we can’t offer you a refund or exchange for broken items. If your item was broken when received, please send us pictures, your name or order number to sales@zongglass.com within that 24-48 hour window so we can start working on a replacement as well as yell at the local Fed Ex people! 🙁
It must also be in the original packaging.
To complete your broken item request, we require a receipt or proof of purchase.
PLEASE, do not send your purchase back to us without contacting us first!
Broken Item Refund (if applicable)
Once your pictures are received and inspected, we will send you an email to notify you that we have received your return request. We will ship your new item within (30) business days of receiving your broken or refunded item request.
In the event that a refund is requested, after you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within (30) business days.
Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at info@zongglass.com to check up.
Exchanges (if applicable)
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at sales@zongglass.com with your name, order number and pictures of your piece within in 24-48 hours to replace your broken item. and don’t worry we ALWAYS take care of our clients problem, no matter how small or big their order is!
