Shipping Policy

Shipping Policy

Last Updated: October 2025

At Glass House Xperience, every piece is hand-blown with care by artist Mandy Patchin. We take great pride in ensuring your glass arrives safely and on time.

1. Processing Times

Each piece is handmade to order.

  • Memorial Glass: Production typically takes 1–4 weeks from the time ashes are received.

  • Functional & Art Glass: Orders are usually processed and shipped within 2–8 business days.
    During holidays or busy seasons, processing times may vary. We’ll always communicate if there are any expected delays.

2. Shipping Methods

We ship across Canada, the United States, and internationally (select countries).
All orders are shipped via trusted carriers such as Canada Post, UPS, or FedEx, depending on destination and product type.

Every shipment includes:

  • Tracking information (sent by email once your order ships)

  • Insurance coverage for the value of the item

3. Local Pickup (Calgary, AB)

Local pickup is available from our gallery location by appointment only:
📍 74 Hallbrook Place SW, Calgary, AB T2V 3H2
We’ll email or call you when your order is ready and arrange a pickup time that works for you.

4. Shipping Rates

Shipping costs are calculated at checkout based on package weight, size, and destination.
We do our best to keep shipping affordable while ensuring safe delivery of your glass.

Occasionally, we may offer free shipping promotions, which will be clearly indicated on the website or during checkout.

5. Shipping to the United States

Due to new tariff procedures, Canadian customers shipping to U.S. addresses should note the following:

  • Customs Duties & Tariffs: All U.S. imports may be subject to customs duties, tariffs, or taxes. As of August 1, 2025, the 25% U.S. tariff on many non-CUSMA-compliant goods increased to 35%.

  • Responsibility for Fees: The importer of record (recipient) is responsible for payment of all customs duties, tariffs, and taxes.

  • Proof of Payment: Carriers now require proof that duties have been paid before accepting shipments. The exporter (shipper) is responsible for providing proof of payment made through Zonos Prepay, covering duties, tariffs, clearance, and processing fees on behalf of the importer of record.

  • Delivery Times: Shipments may be delayed due to customs processing.

  • Important Notice: Glass House Xperience cannot guarantee or pay tariffs on your behalf.

We recommend double-checking all U.S. shipping details and being aware of potential customs fees before placing your order. Glass House Xperience ensures all required documentation and proof of payment are provided to the carrier to help smooth the customs process.

6. International Orders

International customers are responsible for any customs duties, taxes, or import fees that may apply in their country.
We cannot control or predict these charges and are not responsible for delays caused by customs processing.

7. Damaged or Lost Packages

If your order arrives damaged or is lost in transit:

  1. Contact us within 7 days of delivery (or the expected delivery date)

  2. Include your order number and clear photos of the damaged item and packaging
    We will review your claim and, if approved, offer a replacement or refund.

All claims must be reported promptly so we can work with the carrier on your behalf.

8. Incorrect Address or Delivery Issues

Please double-check your shipping address before placing your order.
We are not responsible for items shipped to an incorrect or incomplete address provided by the customer.

If a package is returned to us due to an incorrect address, additional shipping fees may apply to resend it.

9. Contact Us

If you have any questions about your order or shipping status, please reach out:
📧 info@ghxperience.com
📞 403-462-2651