Customer Service

Customer Service and Shipping FAQ

Shipping Policy

We offer FREE SHIPPING on all orders over $200. For standard ground shipping, you have the option to select the carrier (USPS, Fedex or UPS) with the best rate/time in transit when your order is made. We ship standard ground orders via whichever choice you selected.

We ship from York Springs, PA 17372 unless noted below.

 

Custom Glassware and Barware Products

Please allow 2-3 business days for production of glassware and coffee mugs. (Do not include weekends or holidays.) If you have a deadline you need to make for a special occasion, please select one of our expedited shipping options such as: UPS Second Day Air, UPS 3-Day Select, UPS Next Day Air Saver, etc... NOTE: if you select any of our expedited shipping options, this means we also must push your order to the front of our production line. We will produce your order the NEXT BUSINESS DAY as long as it's received to us by 2:00 PM, EST the day of your order. For example, if you place your order before 2:00 PM EST on Friday, your product will go to the head of the production schedule on Monday (if it is not a standard holiday.) It will then ship Monday afternoon. If your order is placed after 2:00 PM EST on Friday, your order will process and ship on Tuesday afternoon. So keep that in mind when you make your shipping selection.

Please note that we bulk package your glass order to arrive safely to your destination. We do not gift package or gift wrap the glasses and we will use our discretion (re: packaging material and boxes) in packaging your order to minimize the chances of breakage. We have been shipping glassware for 20 years. We have tried and true packaging materials and methods to offer the best chance of your glass arriving safely to your destination.

If you are shipping glasses directly to a gift recipient, you do not need to worry that a receipt will be placed inside the box. We do not insert anything inside the box that would give away the amount you paid for your gift. Your receipt is emailed to you during checkout. We will never insert it inside your package.

 

T-shirts, Hats and Clothing

Metal Signs

Metal signs ship direct from our warehouse in York Springs, PA. Please allow 2-4 days for packaging in addition to normal shipping transit times.

 

 

Return Policy

Custom or personalized products can not be returned. This pertains mainly to glassware and signs that are made with your logo, your name or custom dates imprinted on the product. 

T-shirts and other non-personalized items may be returned within 15 days of receipt, if they are received in new condition. If the product's tags have been removed or there is any evidence of wear (makeup or deodorant stains, for example) then we reserve the right to refuse refund. 

If you wish to return non-custom and non-personalized items, please contact us at: sherri@bourboncowgirl.com within 15 days of your receipt of the goods, for a return authorization. Items sent to our warehouse without a return authorization will not be accepted.

When the authorized item is received, we will inspect the item and if found to be in new condition, your payment method will be refunded minus shipping paid. 

It is the customer's responsibility to pay for return shipping to our warehouse. You may ship any method you prefer. 

 

Damaged or Defective Items

We select our glassware from a variety of high quality glass manufacturers and we do our best to be sure your glass is free of manufacturing defects before we carve it. There are naturally occurring occlusions, bubbles and mold extraction lines that the manufacturer does not consider defects. In these cases, the manufacturer does not warrant or replace the product.

Please take time to inspect all items carefully- immediately upon receipt- for any damage that may have occurred in transit. Contact us immediately (within 2 business days) of any damage. Please keep all packaging materials in case the shipper needs to inspect the package during their claims process. We reserve the right to require a photograph of broken or damaged items when a claim is filed prior to replacing any damaged or defective items. If for any reason your custom item does not arrive with the specifications that you selected when ordering (for example the artisan misspelled a name), we will replace and ship the replacement item at no additional charge to you. Any claim for damaged or defective items must be made within 2 business days upon delivery. Please open and inspect your order immediately upon receipt. Any claims made after 2 business days will not be accepted, and therefore, are unable to be replaced.

 

Payment Options

We accept credit card payments from Visa, MasterCard, American Express, and Paypal.


Sales Tax

No sales tax will be charged to items delivered outside of Pennsylvania. Crystal Imagery is required to collect 6% sales tax to orders shipped within the state of Pennsylvania.


International Orders

At this time, we do not accept international orders except for Canada.

Additional Information

At Crystal Imagery/Bourbon Cowgirl, we strive to provide the most accurate product and pricing information to our customers at all times. However, on rare occasions, errors do occur when we are listing items in our store, in which case we reserve the right to correct any errors or inaccuracies on the site and cancel any affected orders. If a credit card charge had been processed, a refund would be issued immediately back to your credit card. Thank you for your understanding.


Privacy

Crystal Imagery, Inc. is family owned, and we will never sell or share any of our customers' personal information.

Still have a question? Contact our customer service team at: 

email: service@ourboncowgirl.com

phone: 1-888-440-6073



Thanks!