FAQ
WHEN ARE YOU OPEN?
Our brick-and-mortar store is open Wednesdays through Sundays. Wednesday & Thursday 10A- 6P EST and Friday-Sunday 10A to 5P EST. As always, you can shop our webstore 24/7/365!
You may email us at any time at weisserglass@gmail.com. (Please note that replies may be delayed on Mondays and Tuesdays, as our retail shop is closed on those days).
The fastest and easiest way to contact us is Wednesday- Sunday at 301-571-8966.
If you would like to visit our retail shop in Kensington, Maryland, click here for directions, hours, and other information.
WHEN WILL MY ORDER SHIP?
Orders generally ship out within 24 - 48 hours of the order date. We ship purchases out every day, Wednesday through Sundays. Orders may take longer to ship if placed on Mondays and Tuesdays.
CAN ORDERS BE COMBINED FOR SHIPPING?
Generally, yes. You will need to let us know immediately by emailing us at weisserglass@gmail.com or call the store 301-571-8966.
CAN I APPLY A WEISSER GLASS STUDIO GIFT CARD TO MY ONLINE PURCHASE?
Currently, Weisser Glass Studio gift cards can only be used for in-store and phone orders. They cannot be used for order payment on our online store. If you would like to an order for shipping with a gift card, call the shop Wednesday through Sundays and we will take care of it.
Weisser Glass Studio gift cards are available online for purchase in amounts from $50.00 to $500.00 and can be shipped or picked up in-store. If you are looking to give an amount other than those available online, please call the store 301-571-8966. Gift cards can be used for any purchases in our brick-and-mortar shop.
THE BULLSEYE SMALL SHEET I ORDERED IS NOT EXACTLY THE SIZE AS DESCRIBED ONLINE
Bullseye glass sheets are handmade and vary slightly in dimension, making our selection of sizes approximate. Some pieces may be slightly smaller or larger than the stated size. We cannot guarantee exact sizes on Bullseye Small Sheets unless it is a “Pre-Cut” item or custom ordered.
MY ORDER FOR A BULLSEYE LARGER SHEET CAN’T BE SHIPPED
Due to their size, Bullseye Larger Sheets, including half and full sheets, are for in-store pick up only. The dimensions of these items prevent them from being packed and shipped safely via standard ground carriers. However, we can cut the sheets down to a smaller size for shipping. Please contact us here at the shop for more details.
RETURNS & REFUNDS
CLASS CANCELLATION POLICY
Class cancellations policies are always listed on individual class pages. Customer must agree to these terms via the check box before purchasing enrollment.
If we need to cancel a class: If Weisser Studio needs to cancel a class for lack of sufficient enrollment or other unforeseen cause, a full tuition refund will be given.
If you need to cancel out of class: Tuition will not be refunded for students' cancellations made within 21 days of the first date of the class unless a replacement is seated. A processing fee of $35.00 applies to all refunded or transferred tuitions for standard workshops.
Tuition cancellation policies for guest instructors: Tuition will not be refunded for students' cancellations made after the cutoff unless a replacement is seated. Cutoff dates vary with each workshop; please check about your specific class. Processing fees apply to all refunded or transferred tuitions.
PLEASE NOTE: If you have an emergency and are unable to attend at the last minute, call us 301-571-8966 and we will work with you to resolve the matter. If you have any questions regarding classes, please feel free to email us at weisserglass.com.
RETURN POLICY
We offer 100% satisfaction with every purchase! If you are not completely satisfied with your purchase, please contact us by phone at 301-571-8966, or via email to weisserglass@gmail.com and we will work with you to resolve the matter. You may return your unopened, unused item(s) to us with a copy of your order invoice within 15 days from the delivery of your items. We will refund you via your original payment method. Shipping costs will not be refunded on returned items that are not defective.
We do not accept returns on chemical products, sheet glasses, metals, books, patterns, special order items, drop-ship orders, clearance, or studio sale items- all sales on these items are final.
RETURNING ITEMS
Contact us prior to returning your item so we can be on the lookout for it. We cannot accept responsibility for returns we are unaware of being sent back to us.
Package your items securely and include a copy of your original order receipt.
Ship to:
ATTN: Rachel Brooks
Weisser Glass Studio
4080 Howard Ave
Suite B
Kensington, MD 20895
We must receive your returned item(s) unopened and in original condition to process your refund; we strongly suggest purchasing insurance on the returning package for your own protection. Contact us or consult your local shipping professional for advice on proper packing if necessary.
Can I return an item past the fifteen-day window? Please contact us at weisserglass@gmail.com with your request.
REFUNDS
Please allow up to seven business days from the time we receive your return for refunds to be processed back to the original form of payment. Your bank may take additional time to process the credited amount back to your account, which is out of our control.
DAMAGE IN SHIPPING
We do our very best to ensure your items arrive at your doorstep the way you expect them to. Years of experience shipping glass and other fragile items has allowed us to establish a very successful system for packing fragile items. Even with all our precautions, however, occasionally damage does occur in shipping.
If you receive an item that appears damaged from shipping, contact us here at the shop immediately for further instructions. If you are present when the package is delivered, note the damage to the driver. Be sure to keep all packaging materials- including interior and exterior containers- and be sure to take photos of the damage(s).
If we are closed when you receive the damaged merchandise, contact the carrier immediately to note the damage in their system. Email us at weisserglass@gmail.com and we will respond as soon as possible with further instructions.
Do not return the damaged merchandise before consulting with us; the carrier may need to see the condition of the box and packing materials at the delivery site. We will ship replacements to you immediately or refund you for your item.
ITEMS MISSING FROM ORDER
Remember that small items can get "lost" in the packing materials! Sometimes small items are taped to larger items or placed in a bag for protection.
If you have thoroughly checked the packaging of the box and cannot find the item listed on the packing slip, please contact us via email weisserglass@gmail.com or call the store 301-571-8966 and we will accommodate your needs.
For multi-box shipments, if an entire box is missing from your delivery, it’s possible the packages got split up in transit. If the missing box hasn’t arrived by the next business day, please contact us for assistance.
PURCHASE IS DEFECTIVE
Please contact us immediately via email to weisserglass@gmail.com or call the store at 301-571-8966. DO NOT modify or alter the item in any way; we cannot accept any returns on items that have been modified or changed.
PACKAGE LOST BY CARRIER
Please contact us via email to weisserglass@gmail.com or call the store at 301-571-8966 with any shipping concerns. If the tracking information says your package was delivered, we will need to have the carrier complete an investigation before we ship any replacement items to you.