Please read below before you place your order, so that you have better understanding of what to expect in terms of delivery time etc..
1. Orders ship from Canada
Products purchased from this website are by default shipped from our Canadian warehouse.
We reserve the right to cancel an order and/or not to ship to certain countries by airmail or other shipping methods due to unreliable postal mail delivery experience, or prohibitively expensive courier charges in the past with these countries.
2. FREE Postal Shipping to selected destinations
For selected destinations, we offer free international airmail by Canada Post. Single tube or special matching tube order is subject to surcharge for shipping from Canada. If a destination is qualified for free shipping, you will see that shipping option during checkout process.
3. Special Notice about Free Airmail shipping by Canada Post:
Canada Post airmail parcel is an affordable way to ship small parcels from Canada to worldwide – it has NO live tracking but Canada Post has their internal reference number to trace the parcel if it is not received within 45 days (6 weeks) AFTER Canada Post posted delivery time frame (usually 8 to 12 business days in North America, 3-4 weeks for Europe or Australia). That is total about 16 weeks / nearly 4 months from the shipping date.
If you do not receive your parcel within such a time frame, please contact your country’s post office and file a ‘lost parcel’ claim. Once such a case is fully investigated by Canada Post upon receiving counter country’s claim, we will be notified ‘parcel lost confirmed’ status. we cannot process a lost parcel claim based on customers’ verbal report, ‘thinking it is lost’ or emails only. You must wait for the two countries’ postal system to complete their investigation process, which can be very very lengthy, when you opt for this FREE shipping method.
If you are not 100% confident with your country’s mail delivery, we strongly urge you to use our Expedited Shipping Upgrade options in Checkout page, to ship with full tracking at a small extra cost.
4. Payment Processing Safety & Security
When you complete payment from our website, ‘add to cart’ buttons will lead you to PayPal Checkout page – We do not store ANY of your credit card information on our website or server. All your confidential financial information will only be processed through PayPal – we do not see your bank account number or your credit card number at our end at all. Please purchase with absolute confidence.
There is NO Fee for consumers to pay with credit card via Paypal processing. Merchant (seller) pays for processing fee when PayPal settle payments with merchants (sellers). This is exactly the same as you make purchase with credit cards at a grocery store, who also uses a payment processing service similar to Paypal. We choose to use PayPal because it has an efficient processing service worldwide. No local or national bank’s service can match up to this level of efficiency worldwide.
5. Shipping charged at check out:
Insurance fee – Mandatory for all carriers
Under items prices on the checkout page, there is an item called ‘postage and packaging‘ or ‘shipping’ – this amount equals to small percentage of your order amount as insurance charges (sorry PayPal doesn’t allow us to change the wording of this % based billing item) – this amount is mandatory as ‘glassware shipping insurance’. Please note this insurance doesn’t cover tubes broken by buyers’ mishandling or accidentally dropping the tubes on hard surfaces.
6. Order Processing Time
We will typically ship your order within 2-3 business days if they are in stock.
If you have ordered extra burn-in services for your tube order, please note that # of days may need be added to processing time = hrs of burn-in / 8 hrs working day in average.
At times, our outbound shipping may be affected by our trade show travel schedule. In such a case, we will notify you in 48 hours upon receiving your order.
7. Ship to Countries
We ship tubes to nearly all major countries based on availability of reliable postage services.
When you fill out your order on this website, you will be able to pick your country from the drop down list during check out. If your country is not included in the list, please contact us for shipping availability and freight quote.
We reserve the right to cancel an order and/or not to ship to certain countries by airmail shipping due to unreliable mail delivery experience in the past with these countries.
8. Purchase expedited or express shipping for flat rate Per Order:
You have an option to pay a flat rate (as per destination region) to upgrade delivery to a faster speed service. This is a flat fee per order and you can purchase as many tubes as you want and only pay a flat rate to upgrade your entire order all together.
Flat rate expedited shipping service is available to most Western European countries, USA and Canada and Oceania. Some countries may have exceptionally high courier charges due to political and economical reasons. We serve the right to cancel Expedited Shipping order if we cannot fulfill express shipping at reasonable variation from the set flat rate.
Please note: We use DHL Economy / Postal Services solely at our own discretion based on our past handling experience with each carrier on certain fragile tube models, to allow buyer to receive orders not only faster, but also safer. (Please note expedited shipping upgrade is not a guarantee for order arriving on a certain date – shipping and customs speed is entirely out of our control, especially during holiday peak season or during worldwide pandemic.)
We reserve the right to ship with our selected carrier to ensure quality service and reasonable pricing. There may be surcharges in order to accommodate your special request.
9. Provide your street address and valid phone number
When filling in your order, please make sure to provide a street delivery address and a valid phone number (Most couriers cannot deliver to PO Box and they need a valid phone number for delivery or customs clearance).
Please make sure your shipping address in Paypal is Up To Date and Valid.
DHL Express offers SMS text messaging services to parcel recipients before delivery. We strongly recommend you to leave your mobile cell phone number with your order in order to receive delivery notification via text message.
10. Destination customs duty, tax and fees
Buyers are responsible for any customs processing fees, duty or sales taxes charged by the courier & government agencies in your destination country. The shipping fees included in the price at the time of order only covers freight, not duty or destination country’s sales taxes.
11. Check your email and spam folder for shipment status
Please check the email you used in placing order to receive order status update. Check your spam folder as well to make sure your important email is not filtered. Once the order status is updated to ‘in process’ by PayPal notification, the order has been picked and packed at our warehouse. If there is live tracking for the shipping method, the paypal shipping notification email will contain the tracking information.
12. Parcel damages in transit
If you receive a parcel with visible damages from the carrier, please follow the carrier’s instructions and file damage claim with carrier immediately and send us a copy of the claim with supporting detailed photos.
Please also keep pictures of the damaged parcel in case couriers need them for insurance claim. We are not able to file such a claim on behalf of you, as carrier representative in your country will need to contact you for claim investigation and processing. We are in a different country and our claim is not accepted by the carrier in destination country.
13. Glassware not insured by carrier but by 3rd party specialty insurer
Carriers do not covering glassware breakage losses. If your tubes arrive broken inside the parcel, you must contact us within 24hrs with detailed pictures of the damages. Our insurance surcharge that you have paid during checkout will cover glassware breakage. The buyer is responsible for paying shipping cost to send back the damaged tubes to our Canadian warehouse (this is a must as we need to return the tubes even broken to factory to file replacement claim). We will be responsible for paying to ship replacement tubes to the buyer upon receiving returns. We understand this is unfortunate extra expenses but it’s the risk that buyers have to assume for ordering glassware by international mail order. We will do our best to protect the tubes as much as we can for safe shipping.
14. Order ONLY shipped to billing address
We reserve the right to verify an order’s delivery address, which must match the billing address of the payment method used. If there is an error in the shipping address that you have provided, we are not responsible for any fees incurred by changing the address with the courier. Non-delivery parcel due to wrong shipping address is also the customer’s sole responsibility and return shipping to warehouse will be charged to the buyer on the order. Buyer is responsible to make pre-arrangement for taking delivery when the parcel arrives – if you have plans for vacation etc please time the order properly so that delivery can be done successfully. We are not responsible for non-delivery parcel in such cases.
15. Allow your country’s customs to reach you for parcel clearance
Please provide a valid phone number in your order to ensure your country’s customs agency can contact you for clearing the parcel through customs. Otherwise your parcel may be forfeited by customs due to lengthy no response or no way of contacting you timely. Grant Fidelity is not responsible for loss of parcel in such a circumstance. If a parcel is returned to our warehouse due to no response from a recipient at a destination country, we reserve the right to charge the return shipping fees and re-importation charges back to the recipient.
Having said the above, we hope everyone gets their purchase timely, safe and sound.
Still have questions on purchasing from overseas? Read the