Asp & Hand, LLC orders are shipped in a manner appropriate for the shipping of inherently fragile goods. Asp & Hand, LLC is not responsible for any delayed, lost, stolen, or damaged packages. Refunds are not issued for these reasons.
Asp & Hand, LLC orders are packed with each piece secured and padded. However occasionally pieces do break in transit. If you find your order has broken in transit, please contact us within 15 business days with a photograph of the packaging and the item in the condition it arrived. Please retain all packaging materials so that we can file a claim on your behalf with the shipping carrier and swiftly get you a refund or replacement.
Asp & Hand, LLC will not be liable for any damages and/or inconvenience arising from delays not within their control of Contractor in the delivery of the product ordered by Client or Delays caused by floods, strikes, illness, accidents, acts of god or other causes beyond the reasonable control of Asp & Hand, LLC will excuse or extend the time for creation and/or delivery of the ordered piece.
As of 2021, most of our vessels are made-to-order. These take 4-6 weeks to produce for you, with some exceptions. Please contact us if you need glass in a hurry - we usually have a good selection already made to pull from and can guide you through these. We are working to build our inventory so that by the end of the year, these long lead times are vastly shorter. You will receive an automated email from us specifying the carrier and tracking number once your order has shipped. Any order cancellations must be requested within 24 hours of the order confirmation.
We offer returns and exchanges on undamaged products within fifteen days of receipt. We will only accept unused and undamaged pieces in their original packaging. We will not pay for return shipping and we will charge a 20% restocking fee. In order to process you return, you must email us at firstname.lastname@example.org and include your order number, name and email address used to place the order so we can process your credit, minus the 20 percent restocking fee.
Shipping internationally is subject to all international shipping rates, duties and taxes that may incur upon arrival in your country. All taxes, duties, and customs charges are the responsibility of the customer and are not included in the cost of shipping. In the event that these charges are not paid upon arrival at the destination country and the shipment is refused by the receiver, we will request that the shipping carrier return the order. Upon receipt of the returned order, the customer will receive a refund for the returned products less any freight costs.