We typically prepare and pack orders within 2-4 business days (Monday to Friday, excluding statutory holidays). Every piece is carefully wrapped and packaged by our studio team before heading out the door.

During busier periods, particularly around the holidays, processing times may be a little longer. If there's a significant delay with your order, we'll do our best to let you know.

Delivery within Canada typically takes 3–10 business days, depending on your location.

Please note that our 2–4 business day processing time is in addition to the estimated delivery time. Once your parcel is on its way, factors such as weather, holidays and unexpected carrier delays may occasionally affect its arrival.

For now, we're keeping things close to home and shipping orders within Canada.

While we're not currently offering international shipping through our online shop, you're welcome to get in touch if you have a special request.

We currently offer Canada-wide shipping for a flat fee of $20.00 with the exception of single orders for earrings which we can ship as a smaller package for $5.00. 

At this time we are using Canada Post for our packages. 

Glass may be delicate, but packing and handling it safely has been part of our daily work for decades.

Each order is packed with attention and plenty of protective cushioning, using paper and other padding materials to help keep everything secure during its journey.

Yes, once your order is on its way, you'll receive a shipping confirmation email with tracking information so you can follow its journey to your doorstep.

Absolutely! If you're in the Elora area or planning a visit, we'd love to see you.

You can place your order online choosing the "Pick Up in Store" option at checkout. Once we have received and prepared your order you will be notified by email. After this you can collect your online purchase directly from Hanscomb Glass Studio (40 Church Street in Elora, Ontario) during our opening hours. 

Need something in a hurry? Please contact us before placing your order and we'll see what's possible.

Express shipping availability and additional costs depend on your location and the shipping provider.

If you've made a mistake with your shipping address, please contact us as soon as possible with your order number and the correct information.

We'll do our best to update it before your parcel ships. Once it's been handed over to the shipping company, changes may no longer be possible.

We take great care in packing every order, but occasionally accidents can happen along the way.

If your glass arrives damaged, please contact us as soon as possible (ideally within the first 48 hours) with your order number and a few photos of the damaged item, along with its packaging.

We'll review what happened and help arrange a replacement. If your piece is one of a kind, we'll discuss the best available solution with you.

Sometimes tracking information takes a little time to update after your package has been collected.

We recommend allowing 24-48 hours for the first update. If your tracking hasn't changed for several business days or your parcel appears stuck, get in touch and we'll help look into it.

We're sorry your parcel hasn't arrived yet! Delivery estimates are provided by shipping carriers, and occasional delays due to weather, busy shipping periods or other disruptions are outside our control.

Start by checking your tracking information. If your parcel is significantly delayed or you're concerned it may be lost, please contact us so we can help investigate.

First, check around your delivery area, including your porch, mailbox, parcel locker or any sheltered spots where a courier may have left your package. It's also worth checking with other members of your household or neighbours.

If you still can't locate it, please contact us with your order number. We'll help you review the delivery information and determine the next steps with the shipping provider.

Oops! If we've mixed something up, please get in touch with your order number and a photo of what you received.

We'll work with you to correct the mistake as quickly as possible.

All sales are final, and we do not offer refunds. However, we understand that sometimes you might change your mind or a piece just isn't quite what you expected!

We're happy to accept eligible returns in exchange for store credit, which can be used across our entire online shop. 

Simply get in touch with us before sending anything back so we can help arrange your return. Please note that return shipping costs are the responsibility of the customer, and all items must be returned unused, in their original condition and securely packaged to prevent damage in transit.

The return window is open for 14 days after you have received your item(s) after this time period we can no longer accept returns or exchanges. 

We do not offer refunds for change-of-mind purchases. Instead, we're happy to offer store credit for eligible returns, which you can use toward something else you love in our online shop.

If your order arrives damaged, defective or incorrect, please contact us so we can make things right. These situations are handled separately from our standard return policy.

If you need to make a change to your order, please get in touch as soon as possible. We'll do our best to accommodate your request before your parcel has been packed or shipped.

Once your order has shipped, our standard return policy applies.

Most of our glasswork is designed and made right here at Hanscomb Glass Studio in Elora, Ontario.

We also feature work from other talented artists, primarily from Canada, alongside a small selection of international makers.

Yes, our studio-made glass pieces are shaped, cut, fused, assembled and finished by hand right here on location! 

Our shop also features handmade work by other artists. Each piece has its own story, and that's part of what we love about working with glass.

We do our best to photograph our pieces as accurately as possible, but handmade glass naturally has a little personality!

Subtle differences in shape, texture, colour and size are normal. Tiny bubbles or other small variations can also occur during the glassmaking process.

These characteristics are part of what makes handmade glass special, and mean that no two pieces will necessarily be identical.

We do! Much of our work incorporates upcycled or repurposed glass, including float glass that might otherwise go to waste. Finding creative new uses for existing materials has long been part of our approach to glassmaking.

Not every product uses reclaimed glass, and the materials and techniques can vary from one collection to another.

You can read more about our approach on our Sustainability page.

Many of the smaller pieces in our online shop are available and ready to pack.

For small custom designs or pieces that need to be made specifically for you, production times will vary depending on the work involved. We'll discuss the expected timeline before proceeding.

Care instructions depend on the individual piece, its finish and its intended use.

Please check the product description for any specific recommendations. When in doubt, we suggest gently washing glass by hand and avoiding sudden temperature changes.

If you're unsure whether a particular piece is suitable for food, hot liquids or dishwasher use, please contact us before using it that way.

Not quite! Our online shop features a selection of what you'll find in our physical store.

We carry many more pieces in Elora, including one-of-a-kind glasswork, artwork and jewelry from our featured artists. Our in-store collection is always changing, so if you're in the area, it's certainly worth stopping by.

You'll find us in the heart of beautiful Elora, Ontario, at 40 Church Street.

Our shop is connected to our working glass studio, so a visit offers a chance to browse our collection and see where much of the work comes to life.

Our currently published shop hours are:

Monday–Saturday: 10 AM–5 PM
Sunday: 11 AM–5 PM

Holiday hours may vary, so it's worth checking before making a special trip.

Of course! You're always welcome to visit our Elora shop to see our available pieces in person.

Glass has a way of looking different as the light moves through it, so we understand wanting to take a closer look.

If you're travelling to see something specific, we recommend contacting us first to check that it's available.

Possibly! We have a much larger selection in our physical shop than online.

If you've seen something during a visit or have a particular piece in mind, please get in touch. We're happy to check availability and discuss your options.

Absolutely! You can enter the recipient's address as the shipping destination at checkout. Please note we do not giftwrap items for shipping, rather we make sure they are well-packed and arrive safely. If you are intending on sending as a gift please leave us a note at checkout and we can send you the packing list/receipt rather than including it in the parcel.

That depends on the piece and the techniques involved.

We're always happy to hear your ideas and discuss what's possible. Customization may involve additional costs and production time.

With a little care, handmade glass can be enjoyed for many years.

We generally recommend handling pieces gently, cleaning them with a soft cloth or washing by hand where appropriate, and avoiding sudden changes in temperature.

Different glass techniques and finishes may require different care, so always follow the individual product recommendations.

We currently do not offer any glass working workshops or courses at this time.