FAQ

 

Important Information:

Showroom is closed to the public and our workshops are still on hold at this time. 

(Hours provided on our Facebook page or Google refer to our office hours.) 

Some of the precautions we have put in place include the following:

  • Reduced staff in the building to allow for safe social distancing between workers.
  • Full stop of tool sharing during working hours as well as increased sanitation of all commonly used tools and work surfaces.
  • Open door policy within the facility to reduce the touching of commonly used surfaces such as door handles.
  • Only staff or essential services are permitted within the building.

As most of you are unable to leave your homes, we are working on new ways to meet and serve you in this changing environment. 

Please feel free to reach out to us with any questions you have. Currently the best way to contact is by email.

For RETAIL inquiries please email info(at)kitras.com

For WHOLESALE inquiries please email orders(at)kitras.com

We are also reachable through our social platforms Facebook and Instagram. Please be patient with our response time, we are doing our best to manage these changes as efficiently as possible for you. 

PRODUCTS AND SHIPPING:

Our limited staff does mean a slower production rate and a limit on some of the items we can produce at this time. Currently we are unable to produce our very large items including: 10" & 12" Gazing Balls, 12" Spirit Balls, 13" Sun Discs, Spires and 10” Pumpkins, as they require the close work of teams and the sharing of tools. We will keep you updated!

We are also only shipping three days a week instead of everyday. Thank you for your patience as it takes us a little longer to process your order.

Thank you for your continued support and understanding. These are truly extraordinary times we are all experiencing and here at Kitras we are immensely grateful for your ongoing support, patience, and love of our products. We wish you all good health and love.

Stay safe and please stay in touch. We love hearing from you!

- Kitras Family

 

Where do you ship to?

We can ship anywhere in Canada and the 48 contiguous 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 shipped 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?

Sadly, we are closed to the public until further notice. 

(The following details are post phoned until we are able to reopen).

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 10:30 am to 2:00 pm 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 orders@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?

All Kitras products are handcrafted and generally made as the orders are received. Orders are processed Monday to Friday between the hours of 9:30 am - 5:30 pm. USA orders leave the building at noon (12:00 pm EST) and Canadian orders ship out at 2:00 pm EST Monday to Friday. Please allow 48 hrs 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. All orders placed Friday night to Sunday night will be received one Monday morning.

** Wait times may increase around the holidays due to the increased volume of orders. We always try 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 info@kitras.com. 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 piece 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! 

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 in a different environment (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, which can cause some colours to look almost “doubled” in saturation in the photos; this occurs because the colours on the front side of the piece are layered with the colours on back side.

Our stock photos provide a sample of the design and general colour combination for each product, however, the ratio of those colours, the webbing, the exact vibrancy and overall colour-coverage will vary slightly with each piece. *Before selecting any piece it is helpful to browse all the colours within that collection so you can compare some of the possible outcomes within that design. 

Still think there is something not quite right with what you received? Contact us.

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 or info@kitras.com to start the process of getting a replacement. Please be advised that we often request photographs of damaged items.

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? Contact us at 1-800-439-6393 or info@kitras.com 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 contact us at 1-800-439-6393 or info@kitras.com.

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!