Important Notes (Please read, this is not the usual blah blah):
• Vase and Glassware Policy. Please inspect all glassware within 48 hours of receiving goods. We are not responsible for broken or damaged glassware after this time frame, regardless of if the bill to and ship to addresses are different. Since all glassware is hand blown, variations may exist between glassware pieces. Digital pictures may be required to verify broken or defective merchandise. Replacements will occur at our option, and may not be available for certain vase styles. Please order glassware well in advance of your event date to ensure safe delivery of the products. As with any glass products, please treat all glassware with “common sense” care due to its fragile nature.
• We will make every effort to get your order to you on time. However, we are not responsible for late deliveries made by any carrier as we simply cannot control their shipping logistics. Generally, 99.9% of the time, there is no problem with getting you your order within 5-7 business days. However, delivery exceptions may occur for any number of reasons, including, but no limited to bad weather, difficult to find address, wrong address, mother nature, etc. We highly advise you to place your order EARLY to ensure safe delivery of your order.
Ordering
If I Place My Order Today, When Will I Receive It?
Generally, we process and ship the same day if orders are placed before 2 PM PST. However, orders may take 2-3 days to fill before shipping.. Once your order ships, it generally will arrive within 5-7 business days. Please keep in mind that we have no control over delays in shipping by FedEx, UPS, USPS or any other carrier. You will be responsible for the order once it ships from our warehouse. If an order is refused at delivery, a 20% restocking fee will apply and shipping is not refundable. Orders cannot be cancelled once processed and shipped.
If An Item Is Out of Stock, When Will It Be Back In Stock?
We do our best to update the site daily with new products and preorder products. Some items that are shown as out of stock may be preordered if indicated as such on the website. Some items that are shown as out of stock may also be special order, which will be indicated under the detailed product description. If you would like to be notified of items that may be out of stock, please email us with the item and model number, case quantity need, contact information, and need by date, and we will contact you once available.
If I've Already Place My Order, But Haven't Received It Yet, How Can I Find Out When I Will Receive My Order?
You will receive an email with tracking number once your order ships. If you have not received this email, check you spam mailbox first before contacting us with your order number, name and date of order. Some online service providers do mistake our genuine emails to you as spam, so please check before contacting us. If you still cannot find the tracking, email us with your order number and we will follow-up with you within a few hours of receipt of your email. Please include order number otherwise correspondence may be delayed.
Can I Return My Order?
ALL SALES ARE FINAL. There are no exceptions, exchanges, or refunds.
How Do I Contact Koyal Wholesale?
Via the contact us form on the website. If your inquiry is regarding an order, please provide us with your name, order number, and contact number.
Shipping
If I Place My Order Today, When Will I Receive It?
Generally within 5-10 business days. See map below for estimated time of delivery once order ships. Delivery time does NOT include order processing time which may take between 1-3 days. Orders placed before 2 PM PST usually ship same day (excluding holidays). We do ship from several warehouses, and larger orders may take additional time to prepare and ship.
Note: During our busy season, orders may take 1-3 days to process before shipping due to high volume of orders we receive. Orders are processed based on a first come, first serve basis. If you required expedited shipping, contact us via email before ordering to see if we can get the merchandise to you on time. For rush orders, a $10 fee will be applied. Please keep in mind we do ship from several warehouses, and some orders may take additional time to prepare and ship.
Important Note: This is an
estimated time of delivery for your order once it ships from our warehouse. Generally most orders ship same day if placed before 2 PM PST.
How Do You Ship?
FedEx, UPS, or USPS. Most orders go out FedEx Ground or USPS Priority Mail. We will determine the fastest way to get your products to you. Your products may be left at the door at the discretion of the carrier if no one is home. It is the responsibility of the customer to notify the carrier if no one is available to physically accept the packages.
Important Note: We are not responsible for lost, stolen, or missing boxes that show as "delivered" via tracking number. Signature confirmation is optional and a customer can request this option by phone, email or writing it in the customer notes section of the order just before checkout. An additional fee will apply. If no signature confirmation is requested, the customer assumes full responsibility and liability for lost or stolen packages that track as "delivered." Signature confirmation is an optional service that must be requested by the customer. We highly recommend signature confirmation for apartments, condominiums, and for clients that have had packages go missing before. If no request is made for signature confirmation, packages can be left at the shipping address per the driver's discretion with a full waiver of liability.
Do You Offer Rush Delivery?
We do offer rush delivery service. Please contact us should this service be required, as it is available for specific items only. Generally, for Overnight, Two Day, or Three Day shipping, orders must be placed before 2 PM PST. A standard $10 rush delivery fee will apply to all rush delivery orders. Rush delivery orders can only be placed by phone to ensure we can get the products to you in time. Please call us at 951-734-3888.
What If There Is A Problem With My Order?
Contact us within 24-48 hours of receiving your order. Any unauthorized returns will be refused. All items are brand new merchandise and are free from manufacturing defects. If you discover a defect that makes the product unusable we will repair or replace the item at our option. We will need to know within 1-2 days of receiving the order. If an order is refused at delivery or an incorrect address is given, a 20% restocking fee will apply and shipping is never refundable. Digital pictures may be required to verify broken or damaged merchandise before any consideration of credit or replacement is approved.
Where Will Towervase.com Ship My Order?
To the shipping address indicated at checkout. Please do not use a P.O. BOX address as your shipping address, as this will severely delay shipment of your order. If the bill to and ship to addresses are different, the 48 hour rule for damages and defects still applies. We do ship to Canada and other international locations.
Do You Ship to Canada?
Yes. We do ship to Canada. The customer is responsible for all duties/taxes administered by customs. To provide a full quote, we will need the following information: a) Description of products of interest, quantities, and model number (if applicable) b) Postal Code c) Event Date. We do ship glassware to Canada.
Do You Ship Internationally?
Yes. We do ship internationally. The customer is responsible for all duties/taxes administered by customs. To provide a full quote, we will need the following information: a) Description of products of interest, quantities, and model number (if applicable) b) Postal Code c) Event Date. Due to its fragile nature, we do not ship glassware overseas.
How Are Shipping & Handling Charges Determined?
Shipping and handling is estimated based on your shipping zip code and the approximate weight of the products you have ordered. Keep in mind some items may be considered oversize (i.e. tall vases) and will incur higher shipping charges due the size and weight of the packages being shipped. At our discretion, we may ship large orders via private freight carrier on a pallet. We will notify you if this option is applied.
Where's The Rest Of My Order?
On rare occasions, an order may be split due to its size or the nature of the products ordered. We will notify you on your packing slip that you will have a split shipment. You may also receive multiple tracking numbers. Generally, items will arrive at the same time to your shipping destination. You are not charged additional shipping and handling fees for split shipments. We ship from several different warehouses.
Payment
What Forms of Payment Does Towervase.com Accept?
Due to the high volume of orders we receive, we can only accept online payments or phone/fax payments to Koyal Wholesale. You can pay via any major credit card, ECheck, or Paypal ®, our online payment gateway. YOU DO NOT NEED TO BECOME A MEMBER OF PAYPAL OR REGISTER WITH PAYPAL TO MAKE PAYMENT TO KOYAL WHOLESALE.
Which Credit Cards Does Towervase.com Accept?
Visa, Mastercard, Discover, American Express, EChecks, and Paypal ®. Please keep in mind that if paying by ECheck, we will have to wait 5-7 days for your check to clear before shipping out your order. If paying via fax or phone, we can only take Visa, MC, or Discover.
What Taxes Will I Have to Pay?
There is no sales tax if we are shipping outside of the state of California. California residents pay a 7.75% sales tax. Wholesale California customers must provide a valid resale certificate and seller’s permit to be exempt from sales tax. Please print out resale certificate from Koyal.com.
Is Your Site Secure?
Your payment is completely secure on our site. Our online payment gateway, Paypal ®, is owned by EBay ®. It is kept completely secure and encrypted. To find out more information on Paypal security, please visit www.paypal.com
