Shipping policy

Thank you for shopping with Stained Glass by Zet! Please review our shipping workflows and estimated transit times below before placing your order.

1. DIGITAL PRODUCTS (PDF/SVG Patterns)

  • Delivery Method: Instant download. No physical product will be shipped to your address.

  • Access: Upon completing checkout, you will immediately receive an email containing your secure download link. If you do not see this email within 5 minutes, please check your Spam/Junk folder.

2. PHYSICAL ARTWORKS: PROCESSING TIMES

Because stained glass is a labor-intensive, handcrafted art, we divide our fulfillment into two phases: Making and Shipping.

  • Orders: All items are made to order so we need processing and packing within 2 – 4 business days.

  • Custom Pieces: Please allow 1 – 3 weeks for us to hand-cut, foil, solder, patina, and polish your piece before it is ready to ship. (Exact processing times will be agreed upon during your custom consultation).

  • Business Days: Monday through Friday, excluding Vietnamese national holidays (such as Lunar New Year / Tet).

3. INTERNATIONAL SHIPPING (From Hanoi, Vietnam)

We ship worldwide! All physical packages are sent with a verified Tracking Number.

Estimated Transit Times (Standard Shipping):

  • United States: 8 – 10 business days

  • Canada & European Union: 8 – 14 business days

  • Asia & Australia: 8 – 12 business days

Need it faster? Express Courier (DHL/FedEx) is available at checkout upon request. Delivery takes 3 – 6 business days worldwide.

(Please note: These are carrier estimates. International customs processing or peak holiday seasons like November–December may add unexpected delays outside of our control).

4. HOW TO TRACK YOUR GLASS

Once your shipping label is printed, you will receive a Shipping Confirmation email containing your tracking link.

A quick note for US Buyers: When your package leaves Vietnam, it must fly across the Pacific Ocean and sit in US Customs. During this 5-to-7-day flight/customs window, your tracking status will not update. Do not panic! As soon as US Customs clears the box, it is handed over to USPS, and your tracking will rapidly update all the way to your doorstep.

5. OUR "TANK ARMOR" PACKAGING

Stained glass is heavy and fragile. We treat your piece like a newborn baby. Every physical artwork is:

  1. Sandwiched tightly between anti-shock custom-cut rigid PE foam boards.

  2. Wrapped in multiple layers of kraft and Stretch Wrap.

  3. Sealed inside a heavy-duty, double-walled corrugated cardboard box.

We pack to survive rough international transit, but it still looks pretty.

6. GUARANTEED "DDP" SHIPPING (Zero Surprise Fees)

We proudly ship all international orders under Delivered Duty Paid (DDP) terms. 

This means the price you pay at checkout is your absolute final price. We prepay all applicable customs clearances, import duties, and local taxes (including EU/UK VAT but you have to send us IOSS) on your behalf before the package ever leaves our studio. 

Simply place your order, sit back, and your handcrafted glass will be delivered straight to your doorstep. You will never receive an unexpected bill from the courier. 

*(In the extremely rare event that a local customs officer makes an automated administrative error and requests a payment from you, please DO NOT pay it. Contact us immediately at zetstainedglass@gmail.com so our shipping broker can clear the flag on their system).*

7. LOST, STOLEN, OR "GHOST" DELIVERIES

  • Incorrect Address: We print labels exactly as entered at checkout. If a package is returned to us due to a missing apartment number or typo made by the buyer, the buyer is responsible for the re-shipping fee.

  • Marked as "Delivered" but missing: If your USPS tracking shows "Delivered" but your porch is empty, please check with your neighbors, ask your local postal carrier, or check hidden spots. We are not responsible for, nor do we refund/replace, packages that have been officially scanned as "Delivered" by the postal carrier (Porch theft).

  • Truly Lost in Transit: If your tracking has not updated a single time for 20 business days, the package is officially classified as lost. We will file an insurance claim and immediately craft a replacement piece for you.

8. WHAT IF MY GLASS ARRIVES BROKEN?

Glass happens. Even with our ultra-secure packing, an aggressive courier can manage to crack a piece. If your artwork arrives damaged:

  1. Take 3 clear photos immediately: (1) The broken glass, (2) The damaged exterior box, and (3) The shipping label on the box.

  2. Email these to zetstainedglass@gmail.com within 48 hours of delivery.

We will handle the carrier dispute and craft a replacement piece for you free of charge.