Shipping • Returns • Made-to-Order Policy
Built With Care. Shipped With Respect.
PromilleoGlass pieces are typically made to order, personalized, or built around customer-approved details. Each one deserves careful production, inspection, packaging, and delivery. This page explains typical build times, shipping expectations, return eligibility, cancellation limits, and damage-claim steps.
Made-to-Order Craftsmanship
Lead Times Depend on the Build.
PromilleoGlass pieces are typically made to order, personalized, or built around customer-approved details. Build time depends on size, customization, material availability, proofing, production complexity, and order volume.
Shipping
Shipping options and rates are shown at checkout when available for your item and destination.
- Tracking is provided when your order ships.
- High-value shipments may require signature confirmation for security.
- Some items may require special packaging due to size, weight, glass, or presentation materials.
United States
Domestic shipping options are displayed during checkout based on the item, delivery address, and available carrier services.
- Please review all shipping options before submitting your order.
- Delivery time begins after production is complete and the carrier receives the package.
- Tracking details will be sent when the order ships.
International
If international shipping is available for your item, options will appear at checkout.
- Buyers are responsible for any duties, VAT, taxes, customs charges, and import fees required by the destination country.
- International delivery timelines may vary by carrier, customs processing, and destination country.
- PromilleoGlass cannot control customs delays or import requirements after shipment.
Address Accuracy
Please verify your shipping address at checkout.
- If you need to change an address, contact us immediately.
- Once a label is created or an order has shipped, address changes may not be possible.
- If a package is returned because of an incorrect or incomplete address, re-shipping costs are the customer’s responsibility.
Returns • Exchanges • Cancellations
Custom Work Has Custom Limits.
Because most PromilleoGlass products are made to order or personalized, return and cancellation options depend on whether the item is custom, whether production has started, and whether the item arrived damaged or defective.
Custom / Personalized Orders
Custom-made and personalized PromilleoGlass orders are final sale and are not eligible for return or exchange.
- This includes items with custom names, dates, ranks, titles, units, agencies, symbols, images, emblems, backgrounds, or nameplate text.
- If PromilleoGlass made an error, or your order arrives damaged or defective, we will work to make it right.
- Damage claims must follow the process below.
Non-Personalized Stock Items
If an item is not personalized and is eligible for return, you may request a return within 14 days of delivery.
- Item must be unused, in original condition, and in original packaging.
- Return shipping is the customer’s responsibility.
- Original shipping charges are non-refundable.
- Refunds are issued to the original payment method after the return is received and inspected.
Order Changes
We begin work quickly once an order is placed.
- Requests to cancel or change an order must be submitted as soon as possible.
- If production has started, changes may not be possible.
- If a proof has already been approved, changes may require additional cost or may not be possible.
Cancellations
Cancellation eligibility depends on order status.
- Orders may be cancellable before production begins.
- Once custom production, sourcing, proofing, engraving, fabrication, or personalization has started, cancellation may not be available.
- Approved custom work remains final sale.
Damage Claims
If your item arrives damaged, please contact PromilleoGlass within 48 hours of delivery whenever possible so the issue can be reviewed quickly.
- Email Info@promilleoglass.com with your order number.
- Include clear photos of the damage.
- Include photos of the item from multiple angles.
- Include photos of the outside of the box.
- Include photos of the inside packaging materials.
- Do not discard the packaging until the claim is complete. Carriers may require packaging for inspection.
Returned Packages
If a package is returned due to an incorrect or incomplete address, refusal of delivery, or failure to receive the package:
- The customer is responsible for any re-shipping costs.
- Custom and personalized items remain final sale.
- Any additional carrier fees may be the customer’s responsibility.
Before You Order
A quick message before ordering can prevent the wrong expectation, especially for ceremonies, retirements, promotions, presentations, or deadline-driven gifts.
- Email us if you have a hard deadline.
- Tell us the event date and delivery location.
- We will confirm what is realistic before you commit.
Questions Before Ordering?
Ask Before the Deadline Becomes the Problem.
For questions about lead times, shipping, deadlines, damaged deliveries, custom orders, or return eligibility, contact PromilleoGlass before placing your order whenever timing matters.