Our Policies

Please read the following carefully before completing your order. If you have any questions, contact us at retail@northernartglass.com

Our Commitment

We promise to serve you, the public,to the best of our abilities, to your complete satisfaction and will try to be fair and reasonable with each customer with any complaint or adjustment by always considering the customer's point of view. 

It is very important that you inspect your order upon arrival and contact us within 10 days if there are any issues. If you wait any longer, the product may no longer be available or you may no longer be able to file a claim for insurance coverage provided by the carrier or for any additional insurance coverage added to your order. 

We appreciate your timeliness so that we can address any issues, provide the best advice and assist you with your order.

 

POLICIES FOR SALES / ORDERS / PICKUP / SHIPPING / RETURNS

When you place an order via NAG Online, you will not receive an imprint but an email containing a preliminary receipt. 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 policies.

 

SALES

Prices for each product you order through NAG Online are the prices displayed on the Website at the time of your purchase. All prices are in Canadian dollars. Shipping and handling, and applicable taxes, are not included in the price. We reserve the right to modify the prices displayed on its website at any time and without prior notice. Prices displayed on NAG Online may differ from prices in the physical store. Products displayed on NAG Online may differ from products in the physical store.

 

PAYMENT METHODS AND BILLING

Payment by credit card is the only accepted form of payment for products displayed on NAG Online. Accepted credit cards are VISA, MasterCard, and American Express. When you purchase a product on NAG Online you may print a preliminary receipt. A confirmation email will be emailed to you shortly after. 

The amount indicated at checkout must be paid using the procedure described during registration. The customer agrees to pay the total cost and fees related to the product purchased, including taxes. NAG Online may modify the price after proper notification to the customer. The customer alone is responsible for the actual payment for a product. The customer bears sole responsibility for the credit card payment for the service offered.

 

ACCEPTING/REFUSING A PURCHASE ORDER

Receiving an order confirmation email does not necessarily mean that NAG Online has accepted your order, and does not confirm that NAG Online is under obligation to sell the products included in the order. NAG Online reserves the right, without any or further notice, to refuse to do business with a client and/or to establish limited quantities for any product included in an order.

 

OUT-OF-STOCK PRODUCTS

An out-of-stock product is one that is not available, making it impossible to fulfill a complete purchase. It is possible that the product may be not available, recalled or discontinued.

NAG Online displays all the products that can be ordered but may not always be immediately available in the webstore inventory. In the event that NAG Online must wait for an out-of-stock product to be made available by suppliers, your order may be put on hold before it is shipped. NAG Online does not guarantee the availability of products displayed on its website. NAG Online will notify you before cancelling any orders. NAG Online is not responsible for any damages caused by any product being out of stock.

 

BACK-IN-STOCK PRODUCT NOTIFICATIONS

A grey box displayed in place of the quantity entry box means that the item is in restocking. Our shopping cart by default will not allow you to order some out-of-stock products. Under the “Out of Stock” gray box, there is a “Contact Me When Available” green button. You can subscribe for a “Back in Stock” alert (Email or SMS Text Message). You will receive a notification when the product is restocked and available for purchase.

 

PRODUCT AVAILABILITY

NAG Online cannot guarantee the availability of products displayed on its website. However, if NAG Online cannot ship one or more ordered products due to a stock shortage, you may choose to receive a partial order, select an alternative product or wait for the missing product in order to receive a complete delivery. In such an event, NAG Online will notify you by email or phone when the product becomes available. NAG Online cannot be held responsible for any damages caused by any type of stock shortage.

 

PRODUCT DESCRIPTIONS

NAG Online takes every effort to ensure that the product information displayed on the website is accurate. However, NAG Online does not guarantee that a product description, or any other content on NAG Online, is accurate, complete, reliable, up to date, or free of errors. In the event that such errors or information are discovered, NAG Online will notify its customers as quickly as possible. Please note that certain items and colours may be slightly different from the illustrations displayed on the website. If you receive a product displayed on NAG Online that does not correspond to its description, your only recourse is to return it to us in its original condition.

 

PRICES

All prices are displayed in Canadian dollars, and applicable taxes will be added. All orders are payable in Canadian dollars. NAG Online reserves the right to change its prices at any time. Products are always charged based on the price at the time an order is registered.

 

DISCOUNTS/COUPONS

Active discounts, when applicable to an item will be displayed above. Special discounts will be noted within the product description. If you do not see the discount display above an item then that item is excluded from a store wide discount. Current promotions and effective dates are shared through newsletters and are also posted on our webstore. Coupons must be entered exactly as provided, including upper and lower case.

 

TAXES

NAG Online calculates taxes based on address. We collect Ontario Sales Tax on purchases. 

 

PICKUP SERVICES (IN-STORE & NO-CONTACT CURBSIDE)

We offer in-store pickup and no-contact curbside pickup for prepaid orders. If you require curbside pickup, please contact us to scheduled in advance. 

  1. Order, pay and schedule a pickup date.
  2. Drive to the store with your receipt. Call the store 613-722-4852 and let us know that you are here for Curbside Pickup. Turn off your vehicle, stay inside and open your trunk.
  3. We will bring the prepaid item(s) to your vehicle.

 

SHIPPING SERVICES

Shipping Service available to all provinces in Canada. 

At checkout you can choose the shipping options you prefer and will have an estimated delivery date before purchase. Canada Post’s Real Time Shipping Calculations for Domestic Shipments will be used for as estimates only for billing purposes. Once your order has been fulfilled and is out for delivery you will receive a tracking number by email, and you can follow your package to your door.

We ship the majority of orders using Canada Post, unless otherwise requested. Be aware of holidays or circumstances affecting delivery services.

RISKS

All purchases through NAG Online are accepted on the basis of a shipping contract. This means that any risks involving loss or ownership related to the product are transferred to you when we hand off the product to the carrier.

 

TRACKING ORDERS

Every order is processed through our website and you will receive an email with your tracking number which may take up to 3 business days. Flat Envelopes (¼’’ thick (6.35 mm) or less) are sent through the regular mail posts with a single stamp. Larger parcels or crates will require additional costs.

  

DAMAGED ITEMS

As glass professionals we know how to handle glass, and we package it accordingly. However sometimes life happens while a package is travelling. Please contact us immediately should there be a problem. The carrier accepts the liability once the package leaves our facility. Check over all shipments when they are received for damage or defect. If you need to file a claim, please contact us first. We recommend taking many pictures of the damaged packaging from above, side and below making particular note of the damaged areas. After contacting us, please email photographs to retail@northernartglass.com

LOST ORDERS

On rare occasions, an order will be lost in shipping. This normally is reflected in the tracking history where no delivery data is displayed. You should immediately file a Missing Package claim with the carrier. We recommend you track your order on the carrier website. 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 for higher value orders.

 

MISSING ITEMS IN ORDERS

On rare occasions, an item may not be packed in the order. Once you receive your order, we encourage you to go through the entire order and check items off the packing list. If an item is missing, please contact us within 10 days so we can take care of any missed or mistaken items.

Please email us retail@northernartglass.com to discuss any shipping concerns or leave us a detailed message at 613-722-4852.

 

RETURNS

We accept returns for refund but please do not return any merchandise without contacting us first. All returned goods MUST have prior authorization before being shipped back. All returned items must be in new and unused condition, with all original tags and labels attached. When you receive an order, please inspect your items and hold onto the original packaging. If you have a problem with any merchandise or are not completely satisfied, contact us for a Return Merchandize Authorization Number within 30 days of receipt.

RETURN PROCESS

To return an item, please email customer service at retail@northernartglass.com with (1)  your name and a photograph of (2) the receipt and (3) the item you wish to return. You will receive a reply email with your Return Merchandise Authorization (RMA) number and instructions to follow. 

Please note: Shipping charges for all returns must be prepaid and insured by you. You are responsible for any loss or damage to the returned product during shipment. We do not guarantee that we will receive your returned item. Any amounts refunded will not include the cost of shipping.

 

REFUNDS

After receiving your return and inspecting the condition of your item, we will process your return or exchange. Refunds may take 1-2 billing cycles to appear. A credit will automatically be applied to your original method of payment. 

 

EXCEPTIONS    

The following items are non-refundable and non-exchangeable: 

  • Chemicals, glass, metals and any product which was cut to size or custom ordered
  • Shipping and handling charges
  • Gift Cards and Sale items

For defective or damaged products, please contact us at retail@northernartglass.com to arrange a refund or exchange.  

 

RESTOCKING FEES

Merchandise returned for any reason other than “defective” or “wrong product” will be charged a 15% restocking fee plus any required shipping costs. In certain cases, restocking fees may be eliminated entirely. We will respond to your request, case by case. 

 

LINKS

NAG Online has not reviewed all of the sites linked to its webstore and is not responsible for the contents of any such linked site. The inclusion of any link does not imply endorsement by NAG Online of the site. Use of any such linked website is at the user's own risk.

 

LIABILITY

NAG Online will not be liable for any default, in whole or in part, regarding its obligations toward you, nor for damages or losses you may sustain, if the default, damages or losses are the result of a fortuitous event or a circumstance that is beyond our control. 

Should NAG Online be held liable toward one of its customers, such liability will be limited to the amount paid to NAG Online by the customer for the purchase of products through the website. Notwithstanding the foregoing, the customer is entitled to all of the rights and obligations that a consumer may have by virtue of the applicable rules or laws.

 

PRIVACY

We are committed to respecting the privacy rights of our customers whose personal and business information we have collected.

We only collect personal and business information that is directly related to our business. We protect your credit card information by destroying it after each use, unless a customer has filled out an authorization form allowing us to keep this information. Our files are reviewed on a continual basis and any old information is destroyed. Customers have the right to revoke this authorization at any time. 

If you have any concerns or questions regarding how we use your information or have questions about our privacy policy, please contact retail@northernartglass.com or call us at 613-722-4852.