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Frequently Asked Questions
Can I place an order without registering?
No. Before you can order from Robert Held Art Glass you must create a personalized account that includes your name, email, billing / shipping addresses, and phone number. Please note that Robert Held Art Glass is a secure site. We utilize powerful 128 bit SSL encryption to protect you and your personal information, and we do not give out customers’ personal information at any time. To learn more about SSL encryption, an excellent resource is SSL Review (will open in a new browser window).
What will you do with my information after I register?
Your information (including name, email, billing / shipping addresses, and phone number) are automatically added to our systems and stored for future convenience. Once you login with your new account, you'll find you can place orders, review previous purchases, update your billing / shipping information, and more. Robert Held Art Glass does not sell or divulge customer account information under any circumstances.
When I enter my personal information during registration, is it secure?
Yes, the Robert Held Art Glass web site uses 128-bit SSL encryption for all sections of the site that involve the exchange of sensitive informaton. To learn more about SSL encryption, an excellent resource is SSL Review (will open in a new browser window).
Why is my federal tax id/soc. security number required?
For retail customers you may have your product shipped via Canada Post, in which case the Social Security number is not required. Please inquire for details. US Customs & Border Protection department: http://www.cbp.gov/xp/cgov/import/cargo_summary/ult_consignee.xml
What if I forget my password?
No problem! Just visit our Password Forgotten section, enter in your email address, and an email containing a new password will automatically be sent to you. Alternatively, you may contact , and request assistance.
Why are there some products that are only available in certain colors?
Robert Held designs are created in colors that best exhibit the shape and style of the glass. For this reason, there are certain styles that are only available in specific colors.
Why is the item that I ordered a different size than the size listed on the website or the catalog?
Unfortunately, because our glass is hand blown and made-to-order, we are unable to guarantee the exact sizes of our products. Sizes on the web site and print catalog are approximate, and there to act as a guideline for what customers can expect.
Why was I denied access to your wholesale site?
Wholesale clients are asked to fill out a required application form to start an account with us. There are a two reasons we may unable to accept your application: Robert Held Art Glass offers exclusivity to certain zip and area codes and certain customers that carry large quantities of our glass. We also require that United States wholesalers provide us with a valid Federal Tax ID number to prove that they are indeed a wholesale customer. If the number is rejected, or if other information is missing from your application, then we are unable to accept your application.
Who do I call if I have a problem with my order?
If there is a problem with your order, you can e-mail our online customer service representatives at and a representative will get back to you within 1 business day, or you can call us toll-free at 1-888-786-9766 Our office hours are Monday to Friday 9 am to 5 pm PST.
How much is shipping and how will my glass be shipped?
For retail customers, shipping is Free and is shipped via FedEx (Canada) or Mail (USA). (Wholesale customers are billed by weight & size of the order- please inquire at 1-888-786-9766). You may also have your product shipped via Canada Post - please inquire for details. Your product is hand-made when ordered and will be shipped to you within four to six weeks from receipt of the order.
Does Robert Held Art Glass insure their glass?
Robert Held Art Glass 100% guarantees that your artwork will arrive undamaged. However, should you have any problems whatsoever, simply e-mail us at and we will make sure you receive a new piece right away.
Does Robert Held Art Glass make custom designs?
Unfortunately, at this time, our production studio is unable to take special requests.
What is Robert Held Art Glass’ return policy?
Due to the nature of our business, we are unable to take returns and exchanges. Every piece of glass made in our studio is made to order and therefore we can only accept returns or exchanges on broken or damaged merchandise. If you would like to return or exchange broken or damaged merchandise, please select one of the following: