Returns and ExchangesUpdated 2 years ago
All standard pieces can be returned up to 30 days after the order has been received. This is based on the delivery date provided by the tracking number tied to the last part of the order received. Customers can reach out to Bicycle Glass about a return or exchange by filling out this form here. Customers must contact a Bicycle Glass Co. customer service representative before returning a fixture. Any returns received without prior authorization may not be subject to a refund. Customers can receive a pre-paid shipping label from Bicycle Glass Co. but will be responsible for the cost of return shipping (deducted from refund). After this period Bicycle Glass Co. reserves the sole discretion to handle returns on a case by case basis. A restocking fee of up to 25% can be applied to any return outside of the 30 day window.
Since all pieces are handmade to order, all custom sales are final. Custom hardware and custom glass cannot be returned. Bicycle Glass Co. reserves the sole discretion to handle returns for custom hardware and glass on a case by case basis.
For the first 30 days after an order has been received if the piece is delivered damaged we ask that the customer take pictures of the box it was shipped in, the shipping label on the box and the broken piece itself and send these to [email protected]. Bicycle Glass Co. needs this information in order to file a shipping claim with the appropriate mail carrier service. We do not need broken glass shipped back to us.
Undamaged shades can be exchanged up to 60 days after the order was received. Exchanges outside those 60 days are handled on a case by case basis. Customers may be expected to pay the return shipping costs of all exchanges. If the replacement glass is a different price from the original piece then customers are expected to pay the difference. We ask that the customer call us in order to do an exchange. We will need the customer to put a deposit for the new glass or they can ship us back the original glass and use that as payment for their new glass. When shipping back glass, please repackage the glass you no longer want carefully and mail it back to us at:
Bicycle Glass Co.
Attn: Returns
7631 Baker St NE
Fridley, MN 55432
We also ask that customers put their name and the order number on the package so we can process it properly. For a deposit based exchange if we have received the unwanted glass in resale condition, we will give a full refund of the deposit. For a direct exchange once we have received the unwanted glass in resale condition we will put in the replacement glass order. If the piece is returned broken or not in resale condition then the refund will not be processed. Bicycle Glass reserves the right to add an additional restocking fee for any exchanges.
90 days after a glass shade has been delivered that glass can no longer be returned or exchanged for a partial or full refund. Replacement orders may be available and Bicycle Glass Co. reserves the right to handle replacement orders on a case by case basis.
Any replacement order that is authorized does not allow the original glass to be returned or exchanged for a partial or full refund. Bicycle Glass Co. reserves the right to make any changes to the mold size, shape or glass blowing technique to any piece in our catalog. Given the changes that may be made to the technique of our glassmaking process, Bicycle Glass Co. cannot guarantee that any new replacement shade or set of shades made will match well to a shade or set of shades that are over 90 days old.
Any communication about a return or exchange that has been authorized by Bicycle Glass Co. may only continued to be authorized up to 30 days from the last form of written communication. After which point the authorization is expired and a refund or exchange may not be applied. It is the responsibility of the customer to respond to all return or exchange communication from Bicycle Glass Co. in a timely manner in order for Bicycle Glass Co. to facilitate the return or exchange as quickly and effectively as possible.
Fast Shipping of Hardware & Bulbs is an additional service charge that may be applied to have hardware and light bulbs shipped out ahead of the glass. This fee is for the labor cost of our shippers packing and shipping additional boxes as well as the cost of the shipment itself which gets forwarded to our carriers. Due to being a service and not a product that can be returned, this cost is not subject to a refund.
For international customers any change in local currency in comparison to the USD from the date of the original order to the date of a return or exchange will not be compensate by Bicycle Glass Co. If the local currency has caused the price of the product to go up or down that will not be factored into any refunds that may apply. All refunds are calculated based on the USD amount and are converted into the local currency afterward.