What currency are the prices do I see in the site?
All prices are in USD.
I just placed an order, when will it ship?
We do not stock any engraved items. We hand pick and engrave each item as the orders come through. Our current production time for most items is 7-10 business days. Production time for decanters and decanter sets is 2-1/2 to 3 weeks. Production time for personalized items /customized items /corporate logo orders is 10 weeks. Production business days do not include holidays or weekends. Production time does not include shipping transit time. Once the order ships, a tracking number will be sent to you. Typical transit time after shipping: 2-4 days (Mon-Sat) ***Shipping delays are expected due to the Covid-19 pandemic. If you don't have a tracking number after 15 business please email us at email@example.com.
How long does shipping take?
The average shipping transit time is 2-4 business days. ***Shipping delays are expected due to the Covid-19 pandemic.
Can I cancel my order?
We gladly accept cancellations. Please note: We must receive your cancellation request within 2 days of purchase. We are unable to cancel your order after 2 days of purchase. Cancellation request must be sent to firstname.lastname@example.org. Please reference your full name and web order number in your email.
I am not in love with my order, can it be returned? What if there is an issue?
We do not accept returns or exchanges. But please contact us if you have any problems with your order. ie: You received the wrong item, your item arrived broken, etc.
What if my item arrives broken?
Although it is rare that our items arrive broken or damaged, it occasionally can occur. Should your item(s) arrive damaged or broken we will replace that item(s) for you at no charge. We must be notified within 2 days upon receipt of shipment. We will need photos sent to us of the damaged/broken item as well as photos of the packaging. We will file a claim with the shipping carrier, so please be sure to save all shipping cartons and packaging for inspection purposes.
Engraving and Quality:
Lone Star Etch has a commitment to quality and we want you to be pleased with your order. To this end, any defects in our engraving will be corrected as quickly as possible, and without charge.
***PLEASE NOTE: The following are typical characteristics of molded glassware and are not considered flaws, defects, or imperfections. (LSE will not offer refunds or replacements.)
• LITTLE BUMPS: Occasionally, a molded piece of glass will have a tiny bump or two. This is occurs during the manufacturing process and is quite common in molded glassware.
• TINY BUBBLES: Tiny bubbles that are suspended in the glass are called seeds and are caused by gasses trapped in the molten glass during the manufacturing process. Seeds are quite common.
I have entered an incorrect address what do I do now?
If you have miss spelled or auto filled in a incorrect address, simply reply to your order conformation email and confirm. Once you double check if the address given is wrong kindly notify us via email at email@example.com. If the given address is wrong we can change the address to the correct one. We do receive a large number of emails. It may be a day or two before we see your message. In some cases your order may have already shipped before we've had the chance to see your change of address request. We are happy to ship your order back out once it's returned to us. Additional shipping charges will apply.
I have a question that wasn't answered, can you please help?
Absolutely! We are here to help! Please send us an email to firstname.lastname@example.org and we will be happy to assist you in any way we can. We do receive a large number of emails, If you wish to get a prompt response please attach your order number and address the problem clearly, thanks.