FAQs
Orders:
Q. I am a retailer - how do I place an
order?
A. Please email trade@tsunamiglassworks.com for
our wholesale price lists and see our Terms of
Service for further details on ordering custom
items, lead times etc..
Q. I am a designer - how do I place an
order?
A. A. Please email trade@tsunamiglassworks.com
for our trade price lists and see our Terms of
Service for further details on ordering custom
items, lead times etc..
Q. Do I need to send a Purchase Order
(P.O.) every time I place an order?
A. Written confirmation is necessary - both email
and official P.O. is acceptable. Purchase orders can
be faxed to us at 519 258 7745 or emailed to
trade@tsunamiglassworks.com.
Q. I just want a pretty piece for my house How do I place an order?
A. The most convenient way is to order via our
online store. You can view and order all our
products as well as SHOP OUR SHOWROOM which
includes in stock samples and surplus items from
larger orders.
Q. Where can I find a retailer in my area?
A. Email us with your location and we will tell you
where, how and who has what item in stock. Not
all retailers carry the full range of our products. If
you are looking for a specific piece that is not
available at one of our retailers please contact us
directly.
Q. How long will it take to receive my
fabulous glass accessories?
A. Normal lead-time for production is 3-4 weeks
unless you happen to order an item that we have
in stock – they ship within 24 hours! (Please note
that all of our in stock items available from our
online store are available to ship next business
day).
Q. I am in a hurry for my order! Can you
blow faster?
A. Yes we can blow faster but rush fees may apply.
Please contact us directly for more details.
Payments:
Q. Why can’t I see prices online?
A. Our prices vary depending on what part of the
world you are from (US/Canadian currency) and
whether you are Trade or not. A quick email with
your details, and we will send you the price list
that best applies.
Q. How can I pay Tsunami?
A. We accept business cheques, most major credit
cards, cash and wire transfer.
Q. When is payment due for my order?
A. Unless you have Terms with us, payment is due
at time of order. Please see our Terms of Service
for more information.
Q. When is payment due for my Custom
order?
A. All Custom orders require a 50% deposit – no
exceptions, final payment is due at the time of
shipment.
Colours and sizes:
Q. Will my piece look exactly like the one
in the picture?
A. Similar but not exact. We hand make each and
every piece therefore they are proudly all unique.
Q. I want my glass item to be a little longer
and curve to the left. Can you do it?
A. Sure! We love custom orders. Please contact us
directly to discuss your vision and we will happily
provide you with a quote.
Q. I need one of your items in a colour that
is not listed. Can you do special colours?
A. Yes we can! Please contact us to discuss your
colour needs. In short, we will make you a few
colour sample spheres, which we will need you to
approve. Additional costs apply.
Shipping
Q. How do you ship?
A. Small package orders ship with UPS standard
ground; depending on your location transit time is
1-7 days. Orders that require skid packing within
North America ship LTL Freight unless otherwise
requested, and have a take 3-7 days depending on
your location. All orders outside North America are
recommended to ship air freight or small package
air, which have a 1 week ship time. Ocean freight
is also available and has a 4-6 week travel time. All
orders are guaranteed to arrive safely to your
location.
Q. Help! My order arrived broken.
A. Although this rarely happens due to our expert
packing and shipping, goods that arrive damaged
or defective can be exchanged for same goods,
provided we are notified within 5 days of receipt.
There are no refunds on shipping fees for
exchanges and goods must be shipped back in
original packaging. This policy does not include
goods that are not defective, or exhibit minor
variations typical of handmade products such as
variance in colour distribution and small bubbles.
Q. Do you ship to small town Africa and Big
City USA? How?
A. We ship just about everywhere. Simply contact
us for a quote.