- Policies and FAQs
Policies and FAQs
We respect and honor your right to privacy. We will never sell your information for any reason. We will only contact you for a specific reason, such as letting you know when your order will be shipped, when it has been shipped sending your UPS, FedEx or USPS tracking number. Feedback regarding any problems that you have brought to our attention regarding any product or the service you’ve received.
We want you to be happy with your glasses!
So, now we’ll explain about returns. Should your glasses arrive broken, please let us know right away. We’ll replace them. They’re shipped with insurance, so there’s no cost to you and we’ll do our very best to paint them within 48 hours and have them back to you ASAP. We do ask that you save the packaging though, because UPS may want to inspect. Not to worry, should they want to inspect, they’ll come to you. Also, we should tell you that we have very little breakage, I think 3 pieces last year.
If we make a mistake. We send out replacement just as quickly as we can and worry about returns later. We do ask that you send a pic if possible, so that we can see what we did wrong.
Custom work is not returnable except in cases of mistakes.
Personalized glasses are considered custom and not returnable.
For all others, please let us know, If you are unhappy with your purchase, please contact us within seven (7) days of receipt. We'll send you a return authorization number. We'll happily exchange it for other merchandise, or refund. Sorry, shipping and gift wrap charges are non-refundable. Items returned without a return authorization will be refused.
Please also note that the shipping rates for many items we sell are weight-based. The weight of any such item can be found on its detail page. To reflect the policies of the shipping companies we use, all weights will be rounded up to the next full pound.
Your order is very important to us and we try very hard to satisfy all of our customers. We can usually ship all in "stock" items within 24 hours. If an item is temporarily out of stock, we will paint it for you just as soon as we can (usually 48 – 72 hours) and you will receive an email telling you about the delay within 24 hours of placing your order. If for any reason we will not be able to ship your order in a timely fashion, we will contact you by email and you will have the option to wait for the item or cancel the order. Credit cards are not billed until the order is ready to ship so under no circumstances will you be billed for an item that is out of stock.
***Personalized items are painted to order and are subject to our painting schedule. We try to get those orders shipped within a week. During busy times we usually don't take more than 10 days to ship your order. Please let us know if you need your order to ship sooner than that. You can do that by adding a note in the comments section of your order or by sending a separate email or giving us a call. If you have chosen a quick ship method, Please Please, Please let us know by a separate email. ***
1. How do you care for hand-painted glasses?
It's easy! We suggest you hand wash your hand painted glass work with dish soap and a soft washcloth. Please DO NOT use corrosive scrubbing materials like steel wool. Follow these simple instructions and your glassware will live a long happy life!
2. What do you mean by "hand painted"?
Each piece is made to order by a painter who uses premium brushes and glass paints.
3. Can I customize my order?
Yes! We love to hear your ideas! You can call (757) 351-0568 or send an email to rebecca.kelman[at]bybecca[dot]com to discuss your custom order. Please include your name, email, phone number and a detailed description of your custom idea so that we may contact you promptly with any questions or concerns about your order.
4. Do you accept wholesale orders?
Yes! Please contact us directly regarding wholesale orders.
5. How long does it take to receive my glasses?
We keep best sellers in stock, so those will go out within 24 hours.
Polka Dot glasses are not kept in stock due to the custom colors and are put in the schedule. They can take up to ten days. However, with any work, if you tell us when you need them by we will do our best to accomodate.
We have never missed a deadline we knew about in advance. If for some reason you need a rush order please send us an email letting us know, so we can send your glasses out sooner.
6. Do you charge extra for custom colors?
No, custom colors are complimentary.
7. Do you charge extra for other custom work?
Yes, due to the complexity of custom orders we charge extra for custom designs. We also ask that you provide a deposit of 50% on any custom work, to reserve your spot in our schedule. Before you are billed for the remainder of your custom order we send you pictures of your work in progress for approval, so that when your piece arrives it is to your exact specifications.
8. What if my glass arrives broken?
Everything we ship is insured. Just give us a call, let us know what happens and we can replace the item at no cost to you.
We rarely have breakage because each glass is securely packed with tissue, bubble wrap, and packing peanuts.
9. When will I be billed?
Credit card authorization is taken when you place your order, but you are not billed until the item is shipped.
10. What if my glasses come in the wrong colors, names, etc.?
If we have made a mistake we know how to say sorry! We will replace the item promptly. For questions about other types of returns please see the Return Policy.
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