Shipping, Returns & Damage Policy

Glaze Hardware LLC supplies glass and glazing hardware. This policy explains shipping, delivery inspection, damage claims, returns, and related freight charges. Please review it before placing an order.

Which orders this policy covers

Effective October 12, 2026. This version applies only to orders placed after it is published and provided to the buyer before purchase. Earlier orders remain subject to the terms agreed to when those orders were placed. Changes do not apply retroactively.

A separately signed agreement or expressly accepted order-specific term controls if it conflicts with this policy. Applicable written warranty coverage and rights that cannot legally be waived are preserved. Commercial purchases are purchases for resale or business use; describing an order as commercial does not eliminate protections that applicable law provides.

Order processing and shipping estimates

Business days are Monday through Friday, excluding holidays, using Eastern Time. Our business hours are 8:00 a.m. to 5:00 p.m. In-stock orders generally process within 1–2 business days after payment and required order details are confirmed. Orders received after 3:00 p.m. begin processing the next business day. Processing time is separate from carrier transit time.

Shipping dates for backordered, custom, or special-order products will be stated in the applicable quote, product listing, or order confirmation. Delivery estimates are not guaranteed arrival dates unless we expressly agree to a guarantee in writing. Please allow time to inspect all products before scheduling installation.

If we cannot ship within the promised period, we will provide the delay notice, revised estimate, cancellation opportunity, and prompt refund required by applicable law. Where applicable law requires shipment within 30 days when no shipping period was stated, that requirement applies. Calling a product custom or nonreturnable does not override these obligations.

Shipping charges and oversized products

We select an appropriate parcel or freight carrier unless a different arrangement is accepted in writing. Shipping, packaging, and applicable service charges are disclosed at checkout or in an accepted written freight quote before the order is finalized. Any additional service requiring a new charge must be approved before we arrange it.

Free shipping offers apply only to qualifying orders and the services expressly included in the offer. Our standard free-shipping offer for eligible orders of $1,000 or more excludes LTL freight and oversized items. Long channels, base shoes, cladding, rails, and other oversized items may require a separate freight quote, even when replacement merchandise itself is supplied at no charge.

Customers must provide an accurate delivery address, contact number, receiving hours, and any requirements for appointments, liftgates, residential delivery, or limited access. Actual additional carrier charges caused by inaccurate customer information or a missed agreed delivery appointment may be charged to the customer where disclosed and permitted by law. Charges caused by our error are our responsibility.

Delivery and risk of loss

For commercial purchases where this term was accepted before purchase, the agreed delivery term is shipment from our shipping point. Risk of accidental loss or transit damage passes to the buyer when conforming, properly packaged goods are duly handed to the carrier, unless we expressly agree to destination delivery or applicable law requires otherwise. Prepaying or arranging freight does not, by itself, change this agreed risk allocation.

This allocation does not excuse our supplying nonconforming goods, inadequate packaging, or another breach for which we are responsible. For personal, family, or household purchases, we bear transit risk until delivery to the agreed location or the buyer’s authorized recipient, except where applicable law requires greater protection. For customer pickup, risk passes upon receipt of conforming goods by the buyer or authorized collecting agent.

When we arranged carriage, notify us promptly so we can coordinate any carrier claim, including a claim for which the carrier requires the shipper to file. When the customer arranged carriage, the customer normally initiates the carrier claim and we provide available shipping records. Carrier reimbursement is not a condition of fulfilling an obligation we independently owe the customer.

Inspect the shipment immediately

• Count cartons, tubes, crates, and pallets before signing. Note visible damage, opened packaging, or missing packages on the delivery receipt, with specific details, and photograph the condition at delivery.
• If a shipment is severely damaged, record the reason for any refusal with the driver and contact us promptly. A documented refusal because of damage is handled as a claim, not automatically as a change-of-mind return.
• Open and inspect every package promptly, even when the outer packaging looks intact. Check quantities, model numbers, lengths, finishes, and all included components. Inspect exposed and protected finished surfaces using the product’s unpacking instructions, without damaging the finish.
• For long products, inspect the full length and both ends. A scratch on a removable cover, trim piece, or cap may be resolved by replacing that affected component.
• Do not install, cut, alter, repair, or discard a disputed product before inspection instructions are provided. Protect it from further damage. Installation does not erase a valid hidden-defect claim, but damage caused by handling or installation is evaluated separately.

Report damage, shortages, or incorrect products

Email info@glazehardware.com promptly and, for issues reasonably discoverable on delivery inspection, within five business days after delivery. This includes visible or concealed transit damage, missing merchandise, and incorrect items or finishes. Notify us immediately if tracking shows a delivery you did not receive.

If a defect could not reasonably have been discovered during that inspection, notify us promptly after discovery. The five-business-day procedure is not a limitation on the duration of an applicable warranty or an automatic forfeiture of legal rights. It does not shorten a statutory carrier-claim deadline.

Late reports will be reviewed using the available evidence, the nature of the issue, when it reasonably could have been discovered, and any effect of the delay on investigation or recovery. Where legally permitted, relief may be limited or denied when delay or loss of evidence materially prevents verification or recovery. A late report does not automatically establish that we caused the damage, and a delivery signature alone does not conclusively disprove concealed damage.

Evidence and preservation of packaging

Include the order or invoice number, delivery date, tracking or freight reference, affected item numbers and quantities, a description of the problem, and when it was discovered. Please provide:

• An overview of each affected package and close-up photographs of damage, including packaging, protective materials, and the product.
• Photographs of shipping labels and tracking numbers where readable, together with packing slips and any delivery-receipt damage notation.
• For shortages, a list of the items received and missing, with photographs of the package contents and any torn or opened areas.

Keep affected products, cartons, tubes, crates, labels, padding, and other packaging until the claim is resolved or we authorize disposal in writing. Make them reasonably available for inspection and follow reasonable carrier or insurer requests. Contact us if storage creates a practical or safety problem.

If a label is damaged or unreadable, photograph its condition and send other available shipment records. We may request reasonable additional evidence or arrange an inspection; an unpacking video is helpful but is not mandatory. Missing original packaging or an unreadable label is not, by itself, an automatic denial of a valid warranty or statutory claim.

Claim evaluation and available remedies

We evaluate claims using the order terms, photographs, shipping records, inspections, and applicable warranty and law. Please give us a reasonable opportunity to inspect the affected goods and address the issue. We will explain any additional information needed and our proposed resolution in writing.

For a claim for which Glaze Hardware is responsible, we may repair the affected product, replace the affected product or component, or refund its purchase price and applicable tax, subject to the buyer’s applicable legal rights. If a removable cover, trim, cap, or other replaceable part resolves the problem, an entire assembly or order need not be replaced unless the contract or law requires it. Any refund treatment of shipping charges will follow the applicable remedy and law.

For commercial purchases, these are the exclusive contractual remedies only to the extent validly agreed and legally enforceable. If repair or replacement cannot provide the agreed remedy within a reasonable time, an appropriate refund or other legally required remedy remains available. A limited remedy that fails its essential purpose does not eliminate remedies provided by law.

A goodwill offer is not an admission of responsibility and does not establish a policy for future claims. When responsibility cannot be established, we may offer a discretionary replacement or discounted product with separately quoted customer-paid freight. The scope, shipping charge, and any conditions will be stated in writing before acceptance; a goodwill offer does not replace an existing legal obligation.

Who pays shipping on returns and replacements

Use the shipping instructions we provide. Expedited service, independent repairs, or other additional costs require advance written approval for reimbursement, except where applicable law provides otherwise. We will not condition a legally required remedy on a customer paying charges we are required to bear.

Voluntary returns and exchanges

For an eligible change-of-mind return, request a Return Merchandise Authorization (RMA) within 14 calendar days after delivery. Once authorized, hand the return to the carrier within 14 calendar days after RMA issuance, unless the authorization states a longer period. This return window is separate from damage and warranty claims.

Products must be unused, uninstalled, unmodified, complete, and in resalable condition, with their original product packaging, screws, gaskets, instructions, and accessories. Approved voluntary returns are subject to a 20% restocking fee on the returned merchandise’s purchase price, excluding tax and shipping. This fee does not apply to our fulfillment errors, approved defect or damage remedies for which we are responsible, or refunds required by law.

Obtain an RMA and return address before sending merchandise. An RMA permits inspection and is not final confirmation of credit. Use secure packaging and a trackable shipping service; purchasing suitable transit coverage is recommended. Responsibility for return transit follows the applicable return arrangement and law.

After receipt, we normally inspect and issue an approved refund to the original payment method within 10 business days, or sooner when required by law. Applicable tax adjustments are included. We will explain any rejection or deduction. Bank posting times may vary. Exchanges are processed as a return and a separate order unless we agree otherwise. Store credit replaces a cash refund only with the customer’s agreement or where otherwise lawfully provided.

Items excluded from voluntary returns

• Custom-made, cut-to-length, drilled, fabricated, engraved, or specially finished products.
• Special-order, nonstock, clearance, or final-sale items clearly identified as nonreturnable before purchase.
• Installed, used, modified, incomplete, or customer-damaged merchandise, or products whose protective packaging or finish has been damaged so they cannot be resold as new.
• Opened or used consumables, including adhesives, sealants, tapes, and chemicals, where opening prevents safe resale.

These exclusions apply to voluntary returns only. They do not eliminate remedies for our error, nonconforming goods, covered defects, or other rights that cannot legally be waived.

Cancellations and refused deliveries

Request changes or cancellations promptly. Cancellation is confirmed only when we accept it in writing. Standard stock orders can generally be canceled without a merchandise cancellation fee before dispatch. Custom or special orders already committed to production or procurement may involve disclosed, lawful, nonrecoverable costs; we will explain any proposed deduction. There is no automatic forfeiture of every deposit.

A customer-requested refusal, return-to-sender instruction, or failed delivery does not automatically cancel an order or qualify it for a refund. Eligible voluntary returns remain subject to this policy and actual disclosed carrier charges. Damage-related refusals and cancellations required by law are evaluated separately.

Warranty and product care

The written warranty applicable when the product was purchased governs covered defects and warranty remedies. Review our Warranty page. The ordinary return window and shipping-report procedure do not shorten that warranty or disclaim an implied warranty that the law preserves.

Damage caused by improper storage, handling, installation, modification, misuse, or unsuitable cleaning is not a manufacturing defect merely because it occurs during the warranty period. Coverage is determined under the applicable warranty and law. Stop using a product that may be unsafe and contact us promptly.

Limits for commercial purchases

TO THE EXTENT PERMITTED BY LAW AND AGREED BEFORE PURCHASE, GLAZE HARDWARE IS NOT LIABLE FOR CONSEQUENTIAL OR SPECIAL COMMERCIAL LOSSES, SUCH AS LOST PROFITS, BUSINESS INTERRUPTION, OR PROJECT-DELAY PENALTIES. Removal, reinstallation, glass replacement, and other labor or third-party costs are not included in a voluntary remedy unless agreed in writing or required by the applicable warranty or law.

These limitations do not exclude liability for personal injury, fraud, willful misconduct, gross negligence, or any liability or remedy that cannot lawfully be excluded. They do not reduce express written warranty commitments. Do not treat this policy as a blanket exclusion of all warranties or all damage claims.

Governing law and your rights

Florida law governs to the extent that choice is valid and enforceable. Mandatory federal law and any other applicable protections that cannot be waived remain in effect. This policy does not require a consumer to surrender nonwaivable protections of the consumer’s home state.

Contact us first so we can investigate and attempt to resolve a problem. This request does not restrict lawful payment-dispute rights or require a customer to miss a legal deadline. If a provision is unenforceable, the remaining provisions continue to apply to the extent permitted by law.

Contact Glaze Hardware

Email: info@glazehardware.com
Phone: (813) 922-2309
Mailing address: Glaze Hardware LLC, 306 International Pkwy, Suite D, Sunrise, FL 33325. Obtain return authorization and the correct return destination before shipping anything back.