Customer Service
Shipping & Returns
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Shipping & Return Policy

Free Shipping

Free Shipping is available for all orders via standard service to the contiguous United States.

Delivery Areas

We ship to the 48 contiguous United States, excluding Hawaii and Alaska. Shipments cannot be made to US territories, international locations, or PO box addresses at this time.

On-Site Pickup

Glass and mirror orders can be picked up from Monday through Friday, 8:00 AM to 3:00 PM at the following location:

Dulles Glass Manufacturing Facility
7610 Doane Dr.
Manassas, VA 20109

When your item is ready for pickup, you will receive an email notification. All ordered items must be picked up within 30 days of the purchase date. The remaining items will be discarded after 30 days, and Dulles Glass will not issue a refund.

Items up to 48" x 48" will be packaged in brown paper. We do not pack or wrap products larger than 48" x 48". Extra packaging can be requested for an additional fee at the time of ordering.

In order to facilitate the pickup, we ask that you have a vehicle able to carry the materials. Furthermore, we ask that you load the materials into your vehicle yourself. We will not load your vehicle. Any damage to vehicles, personal property left in vehicles, or injuries sustained during loading are not the responsibility of Dulles Glass or its agents.

Oversized Items & Returns

Glass panels 50"x50" and larger, as well as MiraSafe gym mirrors are considered to be oversized freight items. If you require further clarification on our policies or if you are unsure whether your items fall under the oversized freight category, please contact us via Live Chat, phone or email.

Shipping Service

We use an independent third-party freight company to ship oversized items and deliver them curbside by a single driver. Any location beyond the reach of a pallet jack will require the customer's assistance.

Oversized items usually ship within 3 - 5 days, after which the freight company will contact you to a arrange delivery time. In order to arrange delivery, the freight company will use the customer's telephone number provided at the time of purchase. Generally, deliveries are made Monday through Friday between 8:00 AM and 5:00 PM, and are scheduled as a 4-hour window.

Any size exceeding 100 inches cannot be unloaded by lift gate from a freight truck. Any size exceeding 100 inches requires the client to use a forklift or to have enough help available to unload and move the item.

Receiving the item

The customer will need to provide a proof of delivery receipt upon delivery. Drivers cannot complete deliveries without a signed delivery receipt.

Please notify the delivery driver and include a note on the receipt if the packaging appears damaged.Damaged items may be refused delivery by customer. If damage to the packaging is observed, the glass should be examined before signing for the package.

Customer Responsibility & Returns

We are unable to offer a return service for oversized items.

A change in address of an item after it has left our warehouse will incur a $200 fee to cover the cost of rerouting the shipment.

The customer is responsible for any additional costs involved in ensuring the successful delivery or return of the oversized item to our warehouse, should the oversized item be unable to be delivered to the delivery address due to the client's absence at the time designated to receive the package, or if the property is inaccessible for the delivery vehicle/truck. Those costs may be billed to the client by Dulles Glass.

There will be a $350 delivery charge if the customer refuses to accept delivery of an oversized item.

Non-Oversized Items & Returns

For non-oversized orders of glass and mirror products, FedEx Home or Ground shipping is used (average delivery time is 2-4 days). Please refer to the Oversized Freight section for glass panels, 50"x50", and larger or Mirasafe gym mirrors.

Due to the unique nature of each item, we do not accept returns, cancellations, or modifications for custom glass, mirror, or shower door orders.

We do not ship to P.O. Box addresses.We reserve the right to cancel orders if the customer does not provide a standard delivery address.

In-Stock Products

The majority of in-stock items will be shipped the following business day. Custom orders will be processed the following business day before office hours and usually take up to 5 working days to produce before shipping. Once an order has shipped, it cannot be canceled. Please see below for information on how to return any in-stock item.

If the item has not been handled/installed and is returned in its original packaging and box, in-stock items can be returned within 14 days of delivery.Dulles Glass will provide an insured shipping label. The cost of the label will be deducted from the refund (The cost of the label will be shared with the client before initiating the return).

Refunds will be issued upon receipt and inspection of returned products in the same method of payment as the original transaction, for example, if the purchase was made using a credit card, a refund will be issued to that account.

We will issue refunds upon receiving and inspecting returned items. We will utilize the same method of payment as the original transaction. For example, if a purchase was made with a credit card, a refund will be made to that. It is important to note that a 1/8” cut tolerance applies to all glass products. Measurements of the glass must be made with a builder’s tape measure to ensure an accurate measurement. Sewing tape measures will not provide an accurate reading; measurements made in this form cannot be accepted as proof of incorrect glass specification.

If the customer wishes to pick up their order directly from our Virginia showroom, contact Dulles Glass. Customers can avoid return delivery fees by returning in-stock products directly to Dulles Glass Virginia.

Items Damaged in Transit

Standard Delivery Items (Non-Freight)

During delivery, any damage to the packaging should be reported to the delivery driver and noted when the item is received. Customers may refuse delivery if the packaging is damaged.

Following the receipt of an item with damage to the glass, Dulles Glass will request photos of the damage to the glass and the packaging (including the shipping labels).

Upon receiving a damaged item in transit, a replacement product will be expedited from the warehouse. Shipping times will remain standard. Damaged items cannot be collected by Dulles Glass.

Freight & Oversized Items

In the case of visible damage to the packaging, the delivery driver must be informed and noted on the delivery receipt. Damaged goods can be refused by the client. If damage to the packaging is observed, the glass should be examined before signing for the package.

Upon receiving and signing for the item, Dulles Glass may request photos of the damage to the item and packaging (including shipping labels), which must be provided within 24 hours of receipt.

Due to the nature of the business, Dulles Glass is unable to provide a collection service for damaged items or to reimburse disposal fees.

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