Frequently Asked Questions
Q: How does the credit application work?
A: After the credit application is complete, it usually takes 3-5 business days to establish your account. A Glass Onion representative will then advise you of your terms.
Q: How do I place my order?
A: Simply call us, and any one of our customer care representatives will be delighted to get you started.
Q: What are the minimums? Why do you have minimums?
A: Minimums are by delivery zone and can be explained by your Glass Onion representative. Minimums are established to offset the costs of delivery.
Q: What time of day should I expect my delivery?
A: Typically, 80% of our deliveries are completed by 2:00pm daily. If you have a special delivery situation, please indicate it with a Glass Onion representative when placing your order.
Q: What if I would like samples of a product you carry?
A: We stock samples of many of our products. Samples items not in stock require a 3-day lead-time.
Q: What if I received an order that is incorrect?
A: Contact us as soon as possible so we may correct it in a timely manner.
Q: Do you accept returns?
A: Product returns are limited to product quality issues or miss-shipped items only.
Q: What are your business hours? If I leave a message, can I trust my order will be filled?
A: The office phones are manned from 7:00am to 4:00pm daily. You may leave your orders on our machine after that time, and they will be filled the next day. (Unless it is a fresh item, see below.) If you would like to confirm receipt of an order, and it is after office hours, you can contact your Glass Onion representative via cell phone.
Q: What is the lead-time on fresh items?
A: Please allow 24 hours on fresh items. Orders with less lead-time will typically be accepted but will be delivered later in the day. Fresh orders for Saturday or Monday must be placed by noon Friday.
Q: What if I need a custom product made?
A: All of our manufacturers can do custom products. Lead-times range from 2-21 days. In most cases, custom orders are bound by minimums. Contact your Glass Onion representative for more information.
Q: What if I need my items earlier than they usually arrive?
A: Please let us know what your time constraints are, and we will do our very best to accommodate you.
