Frequently Asked Questions

Click on the questions below to see the answers to our most frequently asked questions.

* Do you have a shop I can visit?

* How can I pay for the items I want?

* I don't want to use my credit card on the Internet. Can I give you my details over the phone or by email?

* Do you offer wholesale discounts?

* I ordered a product which was in stock, but when I re-checked the online shop, it was listed as out-of-stock ... what's happened?

* I'm interested in a particular product, but can't find it in your online shop

* How much is postage?

* How soon will I receive my order?

* How is my order sent?

* Can I have an express delivery?

Do you have a shop I can visit?

Unfortunately, we don't.  Glassfusing.com.au is an online shop only and we do not have a showroom which is open for browsing.  Whilst we understand that this may be a downside for you as a shopper, we are endeavouring to upload good quality images of all the products we sell.

However, as we don't have a physical shopfront to maintain, we are able to offer products at significantly lower prices than normal retail shops - a major benefit to you!

If necessary, you can pick up your orders from our studio - but only by appointment as it is not always attended.

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How can I pay for the items I want?

We accept payment by:

* faxing us your credit card details or giving them to us over the phone;
* Direct Deposit to our bank account;
* Paypal; or
* Cheque or Money Order
* Cash, EFTPOS or Credit Card upon studio pickup.

The simplest - and quickest - way to pay us is to fax your credit card details to us on (02) 6100 2724, or to give your details over the phone ((02) 6254 7199 or on 0408 624 091).

You should NOT email your credit card details to us, as email is not regarded as secure and should only be used for non-confidential information.

Please note that your credit card details are NOT retained by us anywhere or at any time.  

If you pay by credit card over the fax or phone, your order will be processed as soon as possible and your credit card will not be billed until the order is despatched.

If you wish to pay by Direct Deposit, your order will be processed as soon as confirmation of the funds transfer is received (usually one business day but this varies for individual banks and financial institutions).

Alternatively, you can pay instantly through PayPal.  When purchasing something using PayPal, you simply carry out the transaction through your PayPal account, rather than a credit card.  PayPal then charges each purchase to your nominated credit card or bank account.  Please note that if you pay through Paypal with funds sourced from your bank account (an e-cheque), there is a delay of approximately one week before your payment is cleared and your order processed.

Because all PayPal transactions are based on the customer's email address, merchants such as Divine Glass Design never have access to customers' account information.  You may find this method preferable to providing financial information to multiple sites of individual sellers.

If you pay by Cheque or Money Order, your order will be processed as soon as the Cheque clears (usually three business days) or when the Money Order is received.

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I don't want to use my credit card on the Internet.  Can I give you my details over the phone or by email?

Yes, you can give us your credit card details over the phone ((02) 6254 7199 or on 0408 624 091) or you can fax them to us on (02) 6100 2724.  

Your credit card details are NOT retained by us anywhere or at any time.

However, you should NOT email your credit card details to us.  Emails are not regarded as secure and should only be used for non-confidential information.


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Do you offer wholesale discounts?

We offer the same price to everybody.  However, we do sell many of our products on a tiered discounting basis, with discounts depending on the quantity purchased.  Some of these discounts cannot be reflected in the online shop, so if you have special requirements, please contact us.

You will find that because we import directly many of the products we sell and because we have an online shop rather than a physical outlet to maintain, our prices are much lower than normal retail and close to - if not lower than - Australian wholesale prices.

If you are seeking to buy larger quantities of System 96 glass, we offer a range of additional discounts.

Buy more than $300 of handy sheet (300 mm square) size System 96 and we will freight it free to all State capitals, most of SE NSW, as well as larger regional centres in Victoria, New South Wales, Queensland (coastal), and Tasmania. Please note that this offer applies to glass only - we cannot include other items in these orders.

Buy your glass in full sheets (600 mm x 600 mm) and save a further 12.5%. Please note this offer cannot be combined with the "free freight" option.

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I ordered a product which was in stock, but when I re-checked the online shop, it was listed as out-of-stock ... what's happened

Don't panic!  This is not a glitch in the online shop ... this is the way the shopping cart is meant to work!

If we only have small stocks of a product (as is the case with some expensive items or seldom requested items), the shopping cart automatically updates our inventory as soon as an order is placed, even though the product may not have been paid for yet.

... So, if an item was in stock when you placed your order through the shopping cart, and the online shop says we are out-of-stock when you recheck it ... that means you bought the lucky last one and we get notified that we need to order more!


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I am interested in a particular product, but can't find it in your online shop

If you are looking for a particular product but can't find it in our online shop, please email us with your requirements and we'll do our best to locate it for you.

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How much is postage

There is a flat charge per order for postage within Australia for all lightweight items - dichroic glasses, decals, findings, etc sent by Australia Post satchels.

Sheet glass, tools and moulds are calculated by weight and destination incurring an additional per kilogram charge.  These calculations are not always precise, so we guarantee that if the calculated shipping exceeds the actual post and handling costs any excess will be refunded.
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How soon will I receive my order?

Your order will be processed as soon as the payment has been received.  We aim to despatch orders within 2 working days.  If there are any additional delays, we will contact you.

Transit time is determined by the distance and mode of transport and sometimes we are surprised how quickly things arrive over long distances or how long they take to go short distances.  Transit time to the Eastern seaboard is generally 2 to 4 days. 

All consignments are tracked so if you are concerned about the whereabouts of your order, please email us.


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How is my order sent?

All orders are sent either via Australia Post Registered Mail or via a courier service with signed for delivery and full tracking and insurance.


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Can I have an express delivery?

Your order can be sent using the Australia Post Express Post Network if you wish, at an additional cost.  You need to be aware that there is no signature obtained for Express Post consignments and no insurance in the case on non-delivery.  For these reasons you cannot pay via Paypal if you request Express Post service.




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