Frequently Asked Questions - Stained Glass Inc.

Orders & Payments

How can I check the status of my order?

To request an update on your order, please contact our team via BaseCamp, email us at [email protected], or call 903-454-8376. Be sure to include your project name and invoice number so we can assist you quickly.

How long will my order take?

Typical lead times range from 8–11 weeks. Larger or more complex projects may take 12–18 weeks. For the most accurate timeframe, please reach out to your project representative with your design and order details.

Why is my order delayed?

We aim to meet all estimated deadlines, but certain factors can occasionally affect production schedules. If your order is delayed, our team will notify you as soon as possible and keep you updated throughout the process.

What payment methods do you accept?

We offer a variety of convenient payment methods. Please visit our Payment Methods page for full details: https://www.stainedglassinc.com/about/payment-methods/.

Do you charge sales tax?

Sales tax is only applied to orders shipped within Texas or picked up locally at our facility. Orders shipped outside of Texas are not subject to sales tax.

Do I need to pay in full upfront?

Yes, but for projects over $10,000, we typically require a 50% deposit to begin production. Please see our Payment Methods for more details or contact us.

Shipping & Delivery

How long does shipping take?

Our standard shipping time is 3–5 business days. Once your order has shipped, we’ll email you a tracking number so you can follow its progress.

Can I schedule my own shipping?

Yes, you may arrange your own shipping. Please notify our sales team at the time of your order. Once your order is packaged, we’ll send you the final dimensions and weight so you can schedule pickup.

Who do you ship with?

We ship using UPS or a licensed freight carrier, depending on the size and destination of your order.

How is my order packaged?

Orders are carefully packaged using foam padding and thick honeycomb cardboard to ensure safe transport. We custom-fit each package based on the contents.

Will my panel be crated?

Large or fragile orders shipped via freight carrier are typically crated to provide additional protection during transit.

Is the shipment insured?

Yes, all shipments are insured through our licensed carrier services to provide peace of mind and coverage during transit.

What happens if my package is lost, damaged, or stolen?

If your shipment is lost, damaged, or stolen in transit, please report it as soon as possible. Take clear photos of any damage. Our team will assist you in filing a claim with the carrier to resolve the issue.

Can I pick up my order in person?

Yes, you're welcome to pick up your order from our facility. Let us know at the time of ordering, and we’ll notify you when it’s ready. Your order will be packaged with our standard protective materials.

Do you ship internationally?

Yes, we offer international shipping to most countries where carriers operate. Please contact us for specific availability and customs considerations in your region.

Discounts, Returns & Cancellations

Can I cancel or change my order?

Please contact our team as soon as possible if you need to cancel or change your order. Once a custom project enters production, changes are limited and cancellations may not be possible. We'll do our best to accommodate you before production begins.

Can I request a refund?

Refunds are handled on a case-by-case basis. Please contact our customer service team with your name, invoice number, and reason for the request. We'll review the situation and respond with available options.

Do you offer any discounts?

We work directly with our clients to offer the best value possible. For design professionals, please see our Trade Program for exclusive pricing.

Do I get lower pricing if I buy multiple panels?

Our pricing is already structured to provide excellent value. For larger projects or bulk purchases, please contact our team to discuss your needs and available options.

Gallery Designs & Custom Artwork

Do you have a printed catalog?

We don’t offer a printed catalog, but we maintain an expansive online gallery updated monthly with new designs. This allows us to keep content current and reduce paper waste. Please visit our Gallery Designs or contact us for help with custom selections.

Can you create custom designs or artwork?

Yes, our artists can create custom designs based on photos, sketches, descriptions, mood boards, or any input you share. Every custom project begins with an artist rendering tailored to your vision.

What if my panel shape is different from the design shown online?

No problem! All orders include a design phase where we adjust the artwork to match your panel’s shape and dimensions, whether it's arched, circular, rectangular, or another custom form.

Can I change the colors in a design?

Yes, we can adjust colors to your preferences. Provide a swatch or reference, or ask our team to present options for you to choose from during the design process.

Can you change figures, backgrounds, or decorative elements?

Yes, during the rendering phase, our artists can modify people, borders, symbols, or other elements to match your style. Some edits may affect production timelines, so let us know early.

Can multiple designs be made to match or coordinate?

Absolutely! We can revise or combine elements from different designs to create a cohesive set. Let us know your goals, and we’ll work to unify your artwork thematically and stylistically.

Can I change the skin tone, hair color, or facial features in a design?

Yes, we can adjust physical features such as skin tone, hair color, facial details, and attire. Please provide clear instructions or reference images for best results.

Can I add a dedication, name, verse, logo, or date?

Yes, we’re happy to include dedications, scripture verses, family names, dates, or logos in your artwork at no extra charge. Just mention it to your representative when placing the order.

Are intricate designs more expensive?

Panel pricing is based primarily on square footage. However, highly customized or original artwork is quoted separately and may incur additional design fees depending on complexity.

Is there a price difference between opalescent and cathedral styles?

No, there is no pricing difference between our opalescent and cathedral finish options. You may choose based on your visual preferences without affecting your quote.

Can I see a design or mockup before placing an order?

Yes, design mockups are available before ordering. Fees vary depending on project complexity and are applied toward your purchase if you proceed. Contact us for more details and a quote.

Do you offer samples?

Yes! We offer two sample options: a 12x12 panel with frame for a $50 refundable deposit (plus shipping), or a 5x5 mini sample for $12 shipped. View options at our samples page.

Care & Maintenance

How do I clean my panels?

Our panels are designed for easy maintenance. Simply wipe clean with a soft damp cloth and, if needed, a non-abrasive cleaner. Avoid harsh chemicals or scrubbing tools to preserve the finish.

Will the colors fade over time?

No — our polymer material is naturally UV resistant. Independent lab tests simulating 50 years of sun exposure showed virtually no fading or discoloration, ensuring long-lasting vibrancy.

General Info

What is polymer?

Polymer is a durable, lightweight alternative to traditional stained glass, made from high-quality polycarbonate and acrylic. It's shatter-resistant, easy to install, and visually comparable to real stained glass—ideal for residential and commercial use.

Are the panels beveled, thermal, or real stained glass?

No — our panels are polymer inserts that install over existing glass to achieve a stained glass look. They are not beveled or thermal, but instead provide color and artistry without structural changes.

Are these meant to replace window glass?

Our panels are not designed to replace exterior window or door glass. They are intended to be installed alongside existing glass for code compliance and insulation purposes.

Can these panels replace the glass on my exterior door?

No, these are not glass replacements. They are meant to be used with the door’s existing glass to ensure durability and meet building codes.

Do you offer repair services?

We do not offer repair or restoration services. Our focus is on new panel production. For repair needs, we recommend contacting a local stained glass specialist or restoration professional.

Are these panels made from vinyl?

No, our panels are not vinyl. We use high-grade polymer materials, and the artwork is heat-fused into the panel—not printed or laminated.

How is the color added? Is it painted?

The color is not painted. We use a specialized process that fuses pigment into the polymer under heat and pressure, ensuring long-lasting, vibrant color that won’t flake or fade.

Do these panels use lead lines like traditional stained glass?

No, our panels are made from a single solid piece of polymer. To achieve the appearance of traditional stained glass, we offer optional faux lead lines for an additional fee. Our team hand-applies black acrylic linework that mimics the look of classic leaded glass. Please inform your sales representative if you would like to include this feature.

Are the panels flat, or do they have texture?

While the panels are structurally flat for easy mounting, we add protective acrylic layers on both sides that give a gentle texture and wavy glass-like appearance. For added realism, we offer optional faux lead line detailing that is hand-applied black acrylic linework which mimics the look of classic leaded glass. Let your sales representative know if you'd like to include this feature.

Can I view your products in person?

Yes, we welcome visitors to our facility in Greenville, Texas. Please contact us in advance to schedule a tour or consultation.

Do you sell glass, stained glass supplies, or offer classes?

No — we are a manufacturer of custom decorative polymer panels. We do not sell glass sheets, stained glass tools, pattern books, or host classes.

Production

How long does production take?

Our standard production time is 6–8 weeks after design approval. Large or complex projects such as lightboxes or domes may require 12–18 weeks.

How large can you make panels?

We can produce panels up to 5' x 10' in a single piece. Larger designs are modular for easier shipping and installation.

What shapes can you make?

We can create nearly any shape. For custom forms, we may request a paper template be mailed to: Stained Glass Inc., 4400 Oneal St. Ste 400, Greenville, TX 75401. This allows our CAD team to create precise digital renderings for production.

Do the panels come with a frame?

Yes, all standard panels include a ½" black anodized aluminum metal frame for structural support and easy installation.

Do you offer wooden frames?

Yes, we offer 1½" wooden frames upon request for an additional fee. You may specify a preferred paint or stain color during ordering.

Can the metal frame color be changed?

Yes, custom frame colors are available. Popular options include white, cream, and bronze. Let us know your preference when placing your order.

Do you make doors?

We do not fabricate entire doors, but our panels are designed to fit into existing door frames. We’ll provide guidance and dimensions if you're working with a contractor or supplier.

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