Frequently Asked Questions

Here at Custom Glass Concepts, we want your entire experience to be exceptional, from the moment you place your order to its safe arrival. This guide answers our most common questions about turnaround times, shipping, and delivery.

Orders and Shipping

Every order is unique. Your total delivery time is a combination of fabrication time and shipping time.

  • Fabrication Time:

    • Custom-Made Glass & Mirrors: Typically require 5 to 7 business days to be expertly fabricated.

    • In-Stock Hardware & Accessories: Ship from our warehouse in 1 to 3 business days.

  • Shipping Time: Varies based on your location and the shipping method used (FedEx vs. Freight).

Please note that your order may arrive in multiple shipments to ensure the fastest delivery.

For most glass, mirrors, and hardware, we use FedEx Ground. For exceptionally large or heavy orders that exceed standard package limits, we use a dedicated Freight Service (see below).

We deliver to the 48 contiguous United States. At this time, we are unable to ship to Alaska, Hawaii, U.S. Territories, P.O. Boxes, or international destinations.

If your tracking information shows the package was delivered but you haven’t received it, please follow these two steps:

  1. First, contact FedEx directly at +1 (800) 463-3339 with your tracking number.

  2. Then, contact our Customer Support team at +1 (866) 452-7707 to let us know so we can assist.

Freight Delivery is a specialized service for items that are too large or heavy for standard shipping. It works as follows:

  • Curbside Delivery: Your order is delivered on a liftgate truck to the curb at the end of your driveway.

  • Scheduled Appointment: The freight company will call you directly to schedule a 4-hour delivery window, typically Monday through Friday, 8:00 AM to 5:00 PM.

To ensure a smooth delivery, you are responsible for the following:

  • An adult (18+) must be present to inspect and sign for the delivery.

  • You must inspect all items for damage before signing the delivery receipt.

  • You are responsible for moving the items from the curb to your home or desired location. The delivery team cannot assist with unpacking, assembly, or moving items beyond the curb.

This is the most important step of your delivery. Damage during freight shipping is rare, but you must inspect for it carefully.

  1. NOTE ALL DAMAGE ON THE DELIVERY RECEIPT. Before you sign, thoroughly inspect the packaging and the product. Clearly write down any issue, no matter how small (e.g., “crushed corner on box,” “cracked glass,” “scratched frame”). This is crucial for filing a claim.

  2. TAKE PHOTOS. If possible, take pictures of the damage to the packaging and the product before the driver leaves.

  3. ACCEPT THE SHIPMENT. Unless the item is completely destroyed, please accept the shipment after noting the damage. This allows us to process a replacement more efficiently. If you must refuse it, you must write “Refused Due to Damage” on the receipt.

  4. CONTACT US IMMEDIATELY. Call us at +1 (866) 452-7707 right away so we can resolve the issue for you.

Yes. The maximum size for an item to be unloaded by the truck’s liftgate is 100 inches.

  • If your item is larger than 100 inches, you are responsible for arranging the necessary equipment (like a forklift) or manpower to safely unload it from the truck.

If your road or driveway is inaccessible to a large delivery truck, please contact our Customer Support team before your order ships to discuss alternative arrangements. If delivery fails due to inaccessibility, you will be responsible for any additional costs incurred for re-delivery.

Yes, but a $200 re-routing fee will apply. This fee is charged by the freight carrier to change the destination once a shipment is in transit.

Payment

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Returns

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A Commitment to Lasting Quality

Our reputation is built on excellence. Our complete line of shower doors, railing systems, glass doors, and windows features the highest quality annealed and tempered safety glass, complemented by exceptionally durable hardware.

To keep your product looking its best, simply care for it without the use of harsh, abrasive cleaners that can damage the glass and metal finishes. We are dedicated to providing you with the highest quality in every product we create.

Limited Warranty on Installation Workmanship

Conditions of Warranty: This Limited Warranty is valid only under the following conditions:

  • Professional Installation: The product must be installed by a licensed, insured, and bonded professional, such as a Custom Glass Concepts authorized technician or installer.

  • Original Owner: This warranty extends only to the original purchaser / end-user of the product.

  • Intended Use: This warranty applies to personal, household use only. Additional limitations may apply to commercial applications.

  • Non-Transferable: This warranty may not be assigned or transferred to any other person.

What This Warranty Covers: The product manufacturer warrants to the original owner that the aluminum and vinyl extrusions and hardware components will be free from defects in material and workmanship under normal use. 

Custom Glass Concepts warrants its installation and labor services against defects in workmanship for a period of two (2) years from the date of substantial project completion. A defect in workmanship is defined as a failure in the installation process that deviates from established professional standards and directly causes the product to fail in its intended function.

  • Remedy: Should a defect in workmanship be identified and reported to the Company within the two-year warranty period, the Company will, at its sole discretion, either repair the defective installation or re-install the affected product at no charge for the corrective labor. This warranty does not extend to cover the costs of any materials required for the repair, except as covered under Section 2.

Right to Modify: Custom Glass Concepts reserves the right to modify this warranty at any time. Any such modification will not alter the warranty conditions applicable to products sold prior to the date of the modification.

Limited Warranty on Materials & Products

  • Custom Annealed & Tempered Glass, Mirrors, and Glass Railings/Partitions: The glass products we fabricate will be free from material defects (e.g., delamination, internal flaws). We do not cover breakage of any kind, whether from impact, thermal stress, or other causes. Minor imperfections, spots, or scratches may show after regular use.

  • Insulated Glass Units (IGUs): We provide a ten (10) year limited warranty against failure of the seal on our custom-fabricated IGUs, evidenced by moisture or fogging between the panes of glass. If a seal fails within the warranty period, the Company will provide a replacement IGU. The Client will be responsible for all labor costs associated with the removal and reinstallation of the IGU after the initial two-year workmanship warranty has expired.

  • Shower Doors & Glazing Hardware: All hardware (hinges, clamps, handles, channels) is covered by the original manufacturer’s warranty. The Company will facilitate this warranty on behalf of the Client by procuring replacement parts as covered by the manufacturer. The Client is responsible for all labor costs associated with the removal and reinstallation of defective hardware parts after the initial two-year workmanship warranty has expired.

Express Exclusions from All Warranties

This Limited Warranty is comprehensive and exclusive. All other causes of failure are excluded. This warranty specifically DOES NOT COVER:

  • Any breakage, cracking, or shattering of glass products after the client has accepted the installation.

  • Damage resulting from misuse, abuse, negligence, accident, or acts of God.

  • Damage from the use of abrasive/caustic cleaners, razor blades, squeegees, or other improper cleaning methods.

  • Leaks in shower enclosures caused by improper drainage, misdirected water flow from shower heads, or failure of non-warranted materials like silicone or vinyl seals beyond one year.

  • Damage or seal failure caused by shifting or defects in the surrounding structure (e.g., wall movement, foundation settling).

  • Normal wear and tear on vinyl seals, sweeps, or silicone.

  • Changes in the appearance of hardware finishes due to age, sunlight, or other environmental conditions.

  • Any product that has been altered or repaired by any party other than an authorized technician of Custom Glass Concepts.

  • This warranty excludes all glass defects after installation, including but not limited to, scratches, chips, water spots, and breakage.

  • Please note that glass surface protections may be covered by a separate warranty provided by their respective manufacturers.

Warranty Claim Process & Exclusive Remedy

To initiate a claim, the original Client must notify Custom Glass Concepts in writing, providing proof of purchase and evidence of the purported defect. The Company reserves the right to inspect any alleged defect to determine its cause and validity. The remedies described herein (repair, re-installation, or replacement part procurement) constitute the Client’s sole and exclusive remedy under this warranty.

DISCLAIMER OF IMPLIED WARRANTIES & LIMITATION OF LIABILITY

THIS LIMITED WARRANTY IS THE SOLE AND EXCLUSIVE WARRANTY PROVIDED BY CUSTOM GLASS CONCEPTS AND IS IN LIEU OF ALL OTHER WARRANTIES. THE COMPANY EXPRESSLY DISCLAIMS ALL OTHER WARRANTIES, WHETHER EXPRESS OR IMPLIED, INCLUDING BUT NOT LIMITED TO THE IMPLIED WARRANTIES OF MERCHANTABILITY AND FITNESS FOR A PARTICULAR PURPOSE.

ANY IMPLIED WARRANTY THAT CANNOT BE DISCLAIMED UNDER WASHINGTON LAW IS HEREBY LIMITED IN DURATION TO THE SHORTEST PERIOD PERMITTED BY LAW, AND IN ANY EVENT, NO LONGER THAN THE DURATION OF THE APPLICABLE EXPRESS LIMITED WARRANTY STATED HEREIN. IN NO EVENT SHALL CUSTOM GLASS CONCEPTS BE LIABLE FOR ANY SPECIAL, INDIRECT, INCIDENTAL, OR CONSEQUENTIAL DAMAGES, INCLUDING, BUT NOT LIMITED TO, LOSS OF USE, DAMAGE TO OTHER PROPERTY, OR LOST PROFITS, WHETHER BASED ON BREACH OF WARRANTY, BREACH OF CONTRACT, NEGLIGENCE, OR ANY OTHER LEGAL THEORY.

THE TOTAL LIABILITY OF CUSTOM GLASS CONCEPTS FOR ANY CLAIM ARISING FROM THE PRODUCTS OR SERVICES PROVIDED SHALL NOT EXCEED THE TOTAL PURCHASE PRICE PAID BY THE CLIENT FOR THE SPECIFIC PRODUCT AND/OR SERVICE GIVING RISE TO THE CLAIM.

Cancellation and Return Policy

24-Hour Cancellation Window: If you need to cancel your order, you must call and email us within 24 hours of placing your order.

All Products are Custom-Made: Please be aware that all our products—including glass, IG units, windows, doors, railings, and shower enclosures—are custom-fabricated to the specific measurements of your project. As such, these items cannot be repurposed or used for any other opening.

Cancellations After 24 Hours: Once production has begun (i.e., the glass is cut or hardware has been ordered), the order cannot be canceled. The customer remains responsible for the full contract price, including any applicable delivery or administrative fees.

Payment Methods: Digital wallets and all major credit/debit cards