FAQ / Q &A

Why should I buy from Salina Glass?
We are one of the oldest and largest factory-direct decorators of ceramics and drinkware in the USA & Canada. There are no middlemen involved; therefore when you shop at Salina Glass, you are buying directly from the supplier. We take pride in superior customer service and quick delivery and hope that you will make Salina Glass your one-stop shopping site for drinkware.

Is your website secured?
Salina Glass is secured via Secure Socket Layer, a communications protocol used for protecting your personal and payment information.

Is there some kind of security software to protect my information?
Salina Glass takes every possible precaution to ensure that your shopping experience with us is safe,using SSL (Secure Socket Layer) encryption, to keep your information private as secured as possible.

What about privacy?
Salina Glass does not sell or rent any customers personal information to other businesses. We request email information solely for the purposes of communication with you. Any information regarding your order/s (confirmation numbers, tracking numbers) will be sent to you via email. At some point, we may email you about specials or any other discounts that may be available. If you do not wish to receive any promotional offers from Salina Glass, send an email to service@salinaglass.com and you will be removed from our mailing list.

What if I don’t want to use my credit card on the internet?
Not a problem. Simply download our PDF order form, fill it out and mail it along with your payment method.

Can I order using a check?
Yes, you can pay by check also.Again, just download our PDF order form, fill it out and mail it us along with your check and artwork to process your order. Once your order has been processed, you will be sent an email with your invoice.PLEASE BE SURE that you DO NOT go through the shopping cart to place your order as it will not have the same order number. Mail to: Salina Glass Company PO Box 523 Cazenovia, NY 13035.

What if my organization is tax exempt?
For those of our customers that are tax exempt from this purchase we ask that you place your order through the website as ussual. After having done so please fax us the appropriate New York state tax exempt form and we will refund the tax portion of your purchase to your credit card. Our fax number is 315-455-9193

How long will it take before I get my order?
The estimated normal production time is 5-10 business days after receipt of order. This timeline is also dependant upon the size of the order and/or the complexity of the artwork or process employed. If you have a specific "in-hands" date, please ensure that there is adequate time before you opt for a normal production timeline. Please remember that delivery time is the total of both proofing time, production time and shipping time.

Expedited Shipping
Selecting an expedited shipping option does not reduce production time.

How are your products shipped?
On orders less than 250 pieces, we usually ship via UPS. If a different method is necessary to ship your order, we will contact you prior to production.

Is it Possible to call for a special freight quote?
Yes, if you are ordering more than 250 pieces we may be able to arrange a special price by shipping your order via Truck. Please email us at service@salinaglass.com or call us at 1.800.510.9392.

What about tracking my order?
As soon as your order is shipped, you will receive an email from Salina Glass with a UPS tracking number. You can then go to the UPS website and track your package. If your order was shipped using alternative methods, please contact us at 1.800.510.9392 or at service@salinaglass.com.

What do I do if I some of my items are broken or damaged when I receive them?
In the event that damage is incurred, please contact us at 1.800.510.9392 so that we may either credit or replace any broken or damaged items according to our policy listed under our Terms and Conditions.

Do you ship to Canada and internationally?
For shipping to Canada please contact us at 1.800.510.9392 or email us at service@salinaglass.com.

If I place my order today, how long will it take for me to receive it?
Most one color imprint orders generally take 5-7 production days. Multi-colored orders are generally 8-12 production days. Please be aware that these time frames DO NOT include time for shipping your order which is estimated at 2-6 shipping days.

How do I send my art along with my order?
If you have artwork you may mail it to art@salinaglass.com or you can use our art upload buttons & send it to us during the checkout process.

Customers will assume complete responsibility to obtain permission for reproduction of logos,patents, trademarks and copyrights. By agreeing to print any submitted artwork, Salina Glass will not be held liable under any circumstances.

What if I don't have artwork?
This is not a problem. Our art department will create simple artwork free of charge. Simply email your instructions to art@salinaglass.com or fax your instructions to 315-455-9193. If you wish to do so, you can choose any fonts and clip art from our “fonts” & “clip art” button. You will find these buttons at the bottom & top of our shopping cart page.

If you have any questions please don’t hesitate to call us at 1.800.510.9392. We are always happy to help!

What is the Preferred Method to Submit artwork?
If you have artwork then you can submit it to us at art@salinaglass.com after placing your order or you can upload it using our upload artwork button on the checkout page. Either way is fine with us.

Our preferred file format is vector .ai, and .eps files. We can work with .tif, .cdr, .pdf, and .psd. We prefer an editable version of all files including linked and placed images. Convert all fonts to outlines or include all screen and printer fonts. Compressed files should be self-extracting, although compression is not recommended. Please send digital files no less than 300 dpi at 100%, higher resolution is strongly recommend for a better imprint.

If you do not have the preferred art file formats available, our art department will make the best effort to make your art printable.

Do you have clip art & fonts for me to choose from?
Yes we do. You will find these as separate buttons on our shopping cart page. They are located at the top & bottom of the page.

Will I be able to see my art before printing?
You will receive a free emailed Proof. This proof enables you to view the exact imprint and make any necessary changes. Should you make such changes we will provide one more free proof. Additional proofs and art prep work after the second proof is billed at $15.00 per proof and $40.00 per hour for artwork clean-up. Colors shown may not accurately depict the finished product,this is due to different calibrations of each individual computer screen and/or printer. The proof must be approved by you before production begins.

What if I don’t like the Emailed Proof that you send me?
That’s not a problem. Simply let us know what you would like to change and we will do so and send you a new emailed proof for your approval.

What if I don’t have artwork?
This is not a problem. Our art department will create simple artwork free of charge. Simply email your instructions to art@salinaglass.com or fax your instructions to 315-455-9193. If you wish to do so, you can choose any fonts and clip art from our “fonts” & “clip art” button. You will find these buttons at the bottom & top of our shopping cart page.
If you have any questions please don’t hesitate to call us at 1.800.510.9392. We are always happy to help!

What information do I need to send along with my artwork?
Please include your name, phone number, email address on all correspondence. That way we can match your information with your order.

How will I know what my art /graphic will look like on the product?
Before your order is printed, we will send you an email proof for your approval.

What is an email proof?
An email proof is a photo representation of what your completed product will look like.

Can I order in multiple colors?
Yes you may order in multiple colors. Just be aware that there will be a setup charge for each chosen color.

What is a setup charge?
Setup charges are standard in the industry. They are charges for screens needed to print your order. Orders with more than one color being imprinted will have multiple set up charges as different screens are needed for each imprint color.

If I have more than one order,will I have to pay multiple setup charges?
Yes, in most cases you will.

Will I pay a setup fee again on repeat orders?
When placing an order for the exact same item with the exact same imprint, the following setup charges apply:

  • For orders of less than 72 pcs. a 50% discount to the setup charges applies.
  • For orders of more than 72 pcs. with a one or two color imprint, no setup charges apply.
  • For orders of more than 72 pcs. witha three or more color imprint, a 50% discount to the setup charges applies.
  • Place the order through the shipping cart and write "Exact repeat order" along with the previous order number in the special instruction field and we will refund the setup discount to your credit card.

Cancellation Policy
After Proof - $25.00
After Screen - $25.00 + screen charges
After order hits the production floor, the order cannot be cancelled.

Salina Glass is America's #1 source for personalized mugs, custom wedding glasses, eco-friendly printed travel mugs, and promotional sports water bottles, personalized shot glasses, pint glasses for your bachelor or bachelorette party, personalized birthday glasses, or any other celebration. Browse our printed apothecary jars and other glass storage jars. Add style to your restaurant or banquet with custom printed wine glasses and champagne flutes. We specialize in high quality personalized glassware at wholesale factory direct prices!

 

 

SalinaGlass.com
PO Box 523 East Lake Road
Cazenovia, NY 13035
1-800-510-9392
 
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