To effectively and efficiently serve you without compromising our company policies, the following will serve as your guidelines in filling/reporting damage claim with our company:
- File the claim(s) within seven(7) days after receipt of the merchandise
- Damaged items or package must be reported with the delivery driver upon receipt of the merchandise (if you can, we request that you move the box/package for any broken or damaged sound inside the box/package if opening and inspecting the merchandise would be tedious)
- Any damage or irregularity with the merchandise or package must be reported the driver and duty noted on the delivery form before signing
- Call the company to report the damage and provide the necessary and precise information as the first step in filling the claim
- Call the toll free number 1(800)549-5200 and request for a Merchandise Damage Claim Form within the given time frame in filling the claim.
The exact amount of damaged items would be credited (for credit customers) in their next invoice or paid back (for credit card/check customer) if the claim is approved. Should you opt for replacements, the company will not pay for the freight charge. We will send your replacement box via FedEx Ground only, we don't offer express shipping such as Over night, Second day air services etc..
You may also choose to fill for claim damage with the carrier on your own even without informing us. Should you wish to do so, ABC Glass, Inc will not approve any claim that has been filed with the carrier.
We also replace or issue a credit for defective vases. Meanwhile If the order was received with minor quality problem such as small bubble or small and not obvious chips or small bubbles ,which is included in our glass vases quality standard. we can not credit or send replacement to you. We can only accept your return as a restock. You have to pay shipping and 15% restock fee. (As a provider of flower vases and floral accessories, our quality and standard and prices of glass vases are mainly for adapting to the fresh floral design container market requirement. Our vase are hand -made from raw glass will contain more bubble and lines then crystal as well. There will also be slight variation between glass vases. Factory quality standard are that within 3 feet you can see any obvious bubble, lines on body or chips on mouth of the glass vase).
ABC Glass, Inc. reserves all the rights to deny or decline any claims；but as in the past, we approve claims which we deem fair and reasonable based on the filed reports and our own assessment and findings.
Merchandise returned to us because of customer own reason will be subject freight charges in both direction.
Customer satisfaction is very important to us and we value your concerns. We hope you also understand our part and how much we try our best to serve you.
Thank you very much and we appreciate your business with us.