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Category Details
Category Name
General
Category Created
Fri, 29th Jun 2007
Last Article Update
Mon, 2nd Jul 2007
Category Actions
 
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   General

Can Ace Glass make a custom product for my research? 

 
Call Ace Glass Customer Service at 800-223-4524 or e-mail your request to sales@aceglass.com You can also visit our Custom/EOM page. There is an on-line form there that you can fill out and submit directly to our Engineering Department.
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Can I fax in an order? 

 
Yes, by dialing 1-800-543-6752 in the USA or by dialing 1-856-692-8919 for International customers. Our fax lines are open 24 hours a day, seven days a week.
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Can I get an emergency/priority shipment? 

You can get Priority Shipping at the carrier's rates when you place the order, or at any time up to the actual pick-up. Simply call Customer Service at 1-800-223-4524.

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Can I get my product shipped on my UPS or FedX account? 

  Yes, you can. Give Customer service your account number and carrier information when you place your order.
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Can I order by phone? 

 
 
Yes, toll-free by calling 1-800-223-4524 in the USA or 1-856-692-3333 for International customers. Ask for Customer Service. Customer Service and office hours are 8:00 am to 4:30 pm Eastern USA time zone.
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Can I order on-line? 

 
Yes, please register on our on-line ordering section first, and then you can search, shop and order online. Our website is available 24 hours a day, seven days a week. E-mail questions to us at sales@aceglass.com or export@aceglass.com.
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Does Ace Glass offer discounts? What do the spades and stars refer to in the catalog? 

 
ACE Glassware Discounts
 
All ACE-manufactured glassware, identified with a spade, listed in our catalog is subject to the following dollar value discounts. Items marked by a star or that have no designation whatsoever are not subject to this discount.
  • 10% on purchases of $500.00 and over
  • 12% on purchases of $1,000.00 and over
  • 15% on purchases of $1,500.00 and over

Terms: Net 30 days (Domestic only)
Minimum Order: $25.00

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Does Ace Glass repair broken glass components? 

Yes, in many cases we can repair laboratory glassware. First, contact Customer Service at 800-223-4524 for a Return Authorization (RA) number. We will inspect the item and determine if it can be repaired. If so, we will quote the price to repair it.

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Does Ace Glass sell through lab distributors? 

We encourage you to buy directly from us, however our products are also available via lab distributors world-wide. If purchasing via a distributor, please insist on the Ace Glass brand. Accept no substitutes.
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How can I cross reference other manufacturer’s numbers to Ace? 

Contact us via phone or email us at inquiry@aceglass.com. If emailing, please provide your phone number, including area code (country code if international customer).

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How can I find my local/regional Ace Glass representative? 

Click here for a  map that shows our representatives in the United States and Puerto Rico.

Our Address:

P.O. Box 688
1430 North West Blvd.
Vineland, NJ 08362-0688
Toll Free: 1-800-223-4524
Fax: 1-800-543-6752
Phone: 1-856-692-3333
Fax: 1-856-692-8919

Contact Us by E-Mail
*Please include your phone number

Domestic Sales: sales@aceglass.com
International Sales: export@aceglass.com
Product Support: Visit our Technical Support pages
General: sales@aceglass.com
Custom Manufacture: Visit our Technical Support pages
Webmaster: webmaster@aceglass.com

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How do I return a product to Ace Glass? 

 
First, you must call 1-800-223-4524 and get a Return Authorization (RA) number from our return specialist. Items returned without authorization will be refused. All items must be thoroughly cleaned before returning. Custom items are not returnable. Please make sure you pack the product carefully for return shipment. The RA number must be clearly marked on the outside of the box. Please call us first and we’ll be happy to help you. Here is our Return Policy, as printed in our General Catalog:
 
Returns and Repairs
Incoming material (returns or repairs) must be pre-approved by our Product Return Specialist. Please follow these steps to ensure our Receiving Department does not refuse your shipment.
  1. Contact ACE for an RA# (Return Authorization Number). 1-800-223-4524 (Vineland). E-mail: inquiry@aceglass.com.
  2. Once an RA# is given, properly pack the item(s) in an inner and outer box/carton and write the RA# on the outside of the box. All used items are to be thoroughly cleaned and defined in the assignment of an RA#.
  3. A 20% restocking fee will be assessed for returns (items ordered incorrectly or items no longer needed, etc.) unless arranged otherwise. ACE cannot accept responsibility for damage or destruction of glassware that occurs in your shipment to us. We strongly advise you to purchase additional insurance with your carrier.
  4. For Returns that are the result of your receiving the item(s) broken, ACE cannot accept responsibility for further damage or destruction of glassware that occurs in the return shipment due to improper packing.
  5. Repairs will be evaluated by our technicians. You will be advised if any pieces are beyond repair or cannot be ­salvaged economically. ACE cannot accept responsibility for further damage or destruction of any glassware that is damaged during return shipment.

Please Note:
ACE cannot accept responsibility
 for material sent in without
proper authorization.

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I have lost my operating manual, who do I talk with about a new one? 

Contact Customer Service at 800-223-4524 and they will be happy to send you a new one. Also, many of our manuals can be found in the Download section of this Tech Support module of our website in Adobe Acrobat format.

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I need a piece of glass for my project and I can't find it in the catalog, where do I go? 

Call Ace Glass Customer Service at 800-223-4524 or e-mail your request to design@aceglass.com. You can also visit our Custom/OEM page -- there is an on-line form there that you can fill out and submit directly to our Engineering Department to get a custom quote.

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I'm an international customer, how do I buy from Ace Glass? 

 
For best service, call us at 856-692-3333 and ask for the Export Sales Representative, or via e-mail at export@aceglass.com. Payment is due in advance either by approved credit card, certified letter of credit, or wire transfer (in U.S. dollars only). Freight is FOB Vineland; however, we will use your specified carrier if you so desire. If contacting us via email, please include your phone number with country code.
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My merchandise was damaged in shipment, what do I do ? 

  In case of shortage, damage or loss, contact Ace Glass immediately at 1-800-223-4524 or 1-856-692-3333. All breakage and shortages must be reported to Ace Glass within two weeks of receipt.
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The most asked question: Why are there so many glass companies in the Vineland, NJ area? 

 
Most people think it’s because of the sand, and yes, that is partially true: there was indeed an abundance of pure sand available in the area. But there were also other resources readily available, including pine trees for the fires, pitch from the pine trees, and the big reason — the first commercial factory in the U.S. was placed here in the early 1700s, and it used oyster shells from the oyster fishery in the Delaware bay. The source of lime was from ground-up oyster shells. There was also a lot of open land and easy access to Philadelphia, New York and Washington. There was also easy access to a major port in Philadelphia. The first commercial factory was in Alloways in Southern New Jersey, and it was built by Casper & Richard Wistar (of Wistar Institute fame) in 1723. All the other companies came later from this base, as many glassblowers were brought in from Europe and stayed here to work. Many started their own factories in the area. There are three and four generations of glassblowers right here at Ace Glass.
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The prices in my catalog differ from the on-line price, which is correct? 

 
Manufacturer's Suggested Retail Prices are updated on a continuing basis on our website. Hence the on-line price will be more accurate. Please remember that your discounted price may be significantly less than our published suggested retail price. All prices are in U.S. dollars.
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What are our standard shipping methods? 

 
Ace Glass ships by various carriers, depending on the size of product and shipment. Normally, domestic shipments are made via either FedX or UPS Commercial Ground unless other arrangements have been made in advance. International shipments are normally shipped by air.
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What are our standard terms? 

The standard terms for Domestic Customers:

  • Net 30 days for payment.
  • Shipments are FOB our plant in Vineland, NJ.
  • Payment is in U.S. dollars only.

See International FAQ for terms for International customers.

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What are the accepted payment methods? 

 
Payment may be made via company check, credit card or Electronic Funds Transfer. We accept Visa, Mastercard and American Express. Payment must be made in U.S. dollars. Internationally, we accept Irrevocable Certified Letters of Credit, wire transfers or payment in advance via check or money order, in U.S. funds only.
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What are the warranties? 

 
Warranties vary by product. Ace grants the same warranties as the manufacturer on resale products. Our equipment product line generally carries a two-year warranty. Heidolph products carry a three-year warranty. IKA carries a two-year warranty for most of their products. Glas-Col warrants their products for one year. Please contact Ace Customer Service directly for the exact wording and warranty information on specific products.
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What is the minimum order amount? 

Our minimum order amount is $25.00 for domestic orders.

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When is payment due on my order? 

  Our payment terms are Net 30 days. International customers using check or money order (U.S. funds only) must pay in advance of shipment.
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