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Firelady Productions LLC
9800 SW 114th Street
Miami , FL  33176


Our Policies  


By checking the box terms and conditions and the "Checkout" button below, you acknowledge that you are giving us permission to deduct the funds for this order, including any shipping and/or applicable sales tax from your credit card account and that you are in acceptance of our Sales Policy.

Our Promise:
We promise to serve the public, as nearly as we can, to its complete satisfaction and will try to be fair and reasonable with each customer on any complaint or adjustment, always considerate of the customer's point of view.

We do not keep credit card information. Items are normally processed and shipped within 5-7 business days. We may partial ship in two shipments to complete an order. Out of stock items will be backordered. General Public promotions do NOT apply to wholesale orders. If there are special promotions for the Wholesale customer, they will be stated in a separate email to just Wholesale customers.

Sales Tax: We only collect Sales Tax on purchases shipped to an address within the State of Florida. Tax rates are subject to change. If you wish to resell you must have established a wholesale account prior to ordering, and we will have your Resale Tax ID on file.

Shipping Cost: The amounts indicated for shipping reflect estimates for delivery within the continental United States. Your online order statement will include a calculation of shipping charges. However, your actual shipping charges will be based on the actual weight of the entire order, including packaging, if more than one box is required, and /or if you have requested insurance coverage. In cases where more than one item is ordered, your total shipping cost might be lower than what is calculated on your online order statement.

Shipping Carriers: We ship the majority of orders using USPS Priority Mail, unless otherwise requested. Wholesale orders may be shipped using UPS. Orders shipped to other countries outside the US often require customs forms to be completed, and may require the customer to pay some DUTY CHARGES.

Our Return/Exchange Policy:
Your satisfaction is our primary concern. When you receive an order, take a look at it. If you have a problem with any merchandise or are not completely satisfied, contact us as 305.323.2363 within 14 days of receipt. After we receive the item back from you in good condition, we will happily exchange it for any combination of items of equal value.

Cash refunds will not be given.

Repack your item(s), including ALL parts and accessories, along with the original packing material (only if it's in good condition).

Note: Items returned more than 30 days after delivery, not in sellable condition, or with parts missing, may be charged either a 15% restocking fee, or may not be eligible for an exchange.

-Ship the item(s) back to us with a copy of your receipt.

Insurance: If you want your package to be insured, you must Check the Box on the Check Out page and any costs will be added to your order. For any questions use the "Comment Box" during check-out.
Note: All deliveries that are insured will require a signature.

Expedited Shipping: You must request a quote in the Comment Box during check-out, otherwise shipping time is based upon USPS Priority Mail or UPS Ground. UPS Next Day, Second Day and Third Day delivery are also available at an additional cost, depending on the weight of your order.

Delivery Times: Each order is shipped within 5-7 business days whenever possible. Because our glass is manufactured in small batches in Europe, if we are out of a color it will be backordered. We will notify you if a color is to be backordered, as this may result in a delivery delay of several weeks, depending on how rapidly the factory can make and ship us your glass.

The delivery time frames are based upon the carrier used; USPS or UPS, etc. We enter your email address when possible into the shipping carrier's system so you will receive your Tracking #, to allow you to track or trace your delivery.

Currently shipments addresses outside of the USA to Canada may be limited to areas served by our carriers.

Delivery Addresses: We strive to maintain a high level of customer service and we take extra precautions to avoid fraud. If the delivery address does not match the address on your credit card statement, we reserve the right to inquire for further explanation, and in the worse case we may refuse shipment.

Please fill in your street address information (or Ship To address information, if different). We reserve the right to determine if we will ship to an address that may be different than the registered credit card address.

Damage Claims:
Insurance is your optional choice. If you do not indicate that you want insurance, and there is damage to the merchandise, you should address your loss with the carrier. If you requested insurance, damage to or shortage of merchandise on USPS shipments must be immediately addressed. You must keep the merchandise in its original carton. If you see any obvious damage, note it on the delivery slip that you sign. Call your local USPS office to schedule an inspection of the damage. When the original package is returned to us, we will replace the damaged merchandise at no additional charge, but you must return it to the address we provide with the RMA # clearly marked on the outside of the package, and inside on the copy of the invoice.

Lost Orders: On a rare occasion, an order will be lost in shipping. Once an order has left our shipping department, use of the USPS or UPS tracking number must be used. We do our best to provide all needed information to assist you in recovery and/or replacement. We do encourage our customers to pay for the optional Insurance coverage to cover any losses for an order, especially for high dollar value orders or orders being shipped outside the US. Once the package leaves our possession, it is the customer's responsibility, especially when out of the country orders reach the Customs Department in the customer's country.

Please call us at 305.323.2363 to discuss any shipping concerns.

Thank you,

Marcie Davis

Office: 305.323.2363
email: marcie@firelady.com

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Lauscha Tour July 11-18, 2017


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