FAQ

HOLIDAY ORDER DEADLINE IS DECEMBER 10, 2018. If you wish to receive your order in time for Christmas, please order by December 10, 2018 to guarantee arrival before December 24, 2018. 

Missed the deadline? We still have Gift Cards! Click here to send a gift card to your loved one and let them choose their piece.

Where do you ship to?

We can ship anywhere in Canada and the United States of America.

How do you ship your products and where do they ship from?

We currently produce, package and ship all products direct from our studio warehouse which is located in Fergus, Ontario. All of our orders get shipped out via FedEx except for some special occasion they may be sent out with an alternate carrier.

International Payment Fees/Charges:

All of our products are made and ship from our studio in Fergus Ontario, Canada. Because of this, international cards may be charged a fee when making a purchase. This fee is not charged by us, but by your bank or card provider. If you are concerned about extra fees, we encourage you to contact your bank or card provider before making a purchase. 

Can I visit your studio?

Yes, we would love to have you visit! We are located at 530 Dickson Drive in Fergus, Ontario and have an on-site showroom and store which is open Tuesdays to Saturdays from 10am to 4pm. If the showroom is not too busy we are happy to take you back into the studio for a tour and to watch the glassblowing for a bit. If you want to guarantee a tour we suggest calling the showroom ahead of time to so we can schedule it in. We also require reservations for large group tours. You can make those by calling 1-800-439-6393. The studio floor is active from 10:00am to 2:30pm for tours.

Do you do custom work?

We are able to do custom work depending on the request and the time of year the request is made. Please email us at info@kitras.com to reach out regarding any custom inquiries.

I have a store and would love to carry your products. Do you sell wholesale?

Yes, we do sell wholesale. Please contact us at info@kitras.com or call 1-800-439-6393 to find out more information. The link to our wholesale page is listed at the bottom of our site.

Do you make or sell corporate gifts?

We would love to discuss options for corporate or events gifts. Please contact us at info@kitras.com to chat more about what your options are.

How soon can I expect my order?

Orders are processed Monday to Friday between the hours of 9am - 5pm. USA orders leave the building at noon (12:00pm EST) and Canadian orders ship out at 2:00pm EST Monday to Friday. Please allow 24hrs for your order to be received and processed. If any delays, such as out of stock or backorders pop up someone will be in contact with you via email within 24-48 hours. All orders placed over the weekend will be received the following Monday.

** We are experiencing longer than usual ship times due to the volume of orders we are receiving. We are still trying to ship orders out as soon as possible, but if your order is time sensitive due to a special event or occasion, please contact us by phone 1-800-439-6393 or email. We will try to make some magic happen for you!

My product doesn’t look exactly like the photo, why is that?

The nature of our products and most handcrafted glass products is that each one will turn out slightly different. That is the beauty and uniqueness of our glass and we celebrate that! How special to get a piece that is one of a kind to you. Saying that, we do strive for consistency in quality and for that reason we batch all of our colour recipes the same every time and have established guidelines for products to pass through quality control.

All of our glass is photographed on a white and brightly lit background, this can sometimes make it seem like the colours are different/darker when viewing them not a white background (you’re most likely not opening your package in front of a bright white screen). In addition to that, most of our products are made with transparent glass, this can make the colour look almost “doubled” in saturation in the photos because the back side of the pieces colours show through to the front when photographed. Please keep this in mind when you open your products for the first time.

Still think there is something not quite right with what you received? Contact us at 1-800-439-6393.

My order is missing a piece - what should I do?

Oh no! We are so sorry we missed something. Please contact us at 1-800-439-6393 and we will help sort out the issue ASAP!

Something in my packaged arrived broken. How do I get a replacement?

How disappointing! We package all orders with our tested packaging, but sometimes these things happen. Please contact us at 1-800-439-6393 to start the process of getting a replacement.

I think my order is missing a part/ my piece is defective – how do I resolve this?

Sometimes items with multiple pieces like our oil lamps (wicks) or bird feeders (stoppers and tubes) have pieces that are wrapped in bubble separately. These items can be tiny and confused with packaging material on occasion. Make sure to look through all packaging material before discarding any of it.

Still missing something or your piece isn’t working properly? Give us a call at 1-800-439-6393 and we would be happy to help resolve the issue.

How do I return part or all of my order?

We are sorry your order wasn’t exactly what you were looking for! We want to help make this process as easy as possible for you. Check out our Shipping and Returns page for more information or call us at 1-800-439-6393.

I received one of your balls as a gift. How do I display it?

Great question! First of all, we are so happy someone thought to gift you one of our pieces. We love the rituals around gift giving and hope that you fall in love with your piece and its story.

One of the most popular ways to display our ornaments is on one of our ornament stands. You can find them listed under Accessories. The ball/piece must be hung with some sort of material and cannot be hung directly from the glass loop on any of our stands. Please don’t try to force it. It is glass and will break! Some great options for hanging are a beautiful ribbon, fishing line, an ‘s’ hook or thread. Please keep in mind that plastic hanging materials can become brittle over time and should be changed regularly.

Some other great options are in a window by screwing a hook in the frame or from a tree in the garden. For more great ideas on how to use or display our products please check out our Everyday Beautiful blog!

Can I put your products outside?

Most of our products are safe to display outside and can stay outside for most or all of the year. The one thing our products don’t take well to is extreme temperature changes. This means if you have our glass outside in the winter, don’t all of a sudden bring it into your warm and cozy house. These kinds of temperature changes need to be gradual or the glass can crack.

Any products that hold liquids or can collect water on or in them cannot be left out in very cold/winter weather.

If you live in an area with high winds, make sure any hanging products aren’t able to swing into anything.

Don’t see your question listed here? Please Contact Us and we will be happy to assist you!