About Our Shipping & Delivery

Shipping something as large and fragile as a custom glass door might sound a little intimidating — but don’t worry, we’ve got it down to a science! Below you’ll find answers to our most frequently asked questions about shipping, delivery, and caring for your frosted glass door upon arrival. From how your order ships, to what to expect at delivery, and even tips for painting and finishing your door, this guide will help ensure everything goes smoothly from our studio to your doorstep.

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📦 1. How will my order ship?

Your order will ship fully insured, via Freight Curbside Delivery.

“Curbside” means the driver will lower the shipment to the ground and place it in the area immediately adjacent to the delivery vehicle. This ensures a safe, contact-free delivery and allows you or your installer to move the shipment into your home or job site at your convenience.

💡 Did You Know? We Pack & Ship Everything In-House — with Expert Care

At Sans Soucie Art Glass, we’ve been working with architectural glass since 1976. For many years, we installed every order ourselves, right here in the Coachella Valley. But as the internet opened up new opportunities, we began shipping glass nation and worldwide — and we quickly realized we could provide a better, safer shipping experience by handling it ourselves.

Since 2010, we’ve packed and shipped all orders in-house, using custom materials and methods we developed specifically for our doors and glass. We’ve partnered with:

• A corrugated cardboard manufacturer
• A pallet maker and distributor
• A custom crate fabricator

This allows us to create packaging tailored to each type of product — whether it’s a slab door, a prehung door, or a single panel of decorative glass. Over time, we’ve perfected our system and are proud to say we maintain an extremely low damage rate, even for large, fragile pieces.

Our decades of experience working with and handling glass gave us the knowledge to do it right — but it took years of hands-on testing, trial and error, and collaboration to get to the level of excellence we’ve reached today.

So while “glass shipping” might sound risky, rest assured: your order is in expert hands from the moment it leaves our studio to the moment it reaches your door.

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⏱️ 2. How long will it take to receive my order once it ships?

Transit time is typically between 2–5 business days, depending on your location. Keep in mind, transit times are approximate and may vary slightly due to carrier scheduling or unexpected delays.

✅ Your local freight terminal will call you ahead of time to set up a delivery appointment, so you’ll know exactly when your shipment is scheduled to arrive.

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🏠 3. Do I need to be home for delivery?

Yes, you do! You’ll need to be present at the time of delivery so you can:

✔️ Sign for your shipment

✔️ Inspect your glass and door for any signs of damage

✔️ Move the shipment into your home or garage

Since Freight Curbside Delivery does not include placement inside your home, having someone available to receive and move the shipment is essential.

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❗ 4. What if my shipment is damaged?

Damage is very rare — in fact, we have a less than 1% damage rate, and your shipment is fully insured. But in the unlikely event that damage occurs, here’s what to do:

🛑 If the box or pallet shows any visible damage, open the box immediately with the driver present.

If the product itself is damaged:

1. Write “DAMAGED” on the delivery receipt
2. Refuse the shipment
3. Take clear photos of the damaged glass, box, crate, and/or pallet
4. Notify Sans Soucie immediately by:
   • 📧 Emailing: [email protected]
   • 📲 Texting photos to: (760) 558-5081
   • 📧 Or emailing the photos to [email protected]

🟢 Once refused, the driver will return the shipment to us. We’ll prioritize your replacement order right away. Please note that lead times may still apply if your door material is not a stock item from the manufacturer.

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🎯 5. Don’t forget to remove the protective film!

All our frosted glass products ship with a protective film applied to the sandblasted surface. This film keeps the frosted finish safe during handling, staining, or painting.

🔍 While the film is on, the glass may appear “see-through.”

Once removed, the glass will return to its intended, fully obscure privacy level.

🛠️ When should you remove it?

👉 After painting or staining your door. This protects the frosted surface from paint or stain splatters.

✂️ To remove the film, use a razor blade to carefully score around the perimeter of the glass, right up against the wood stop holding the glass in place. Then simply peel it away.

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🎨 6. Recommendations for painting or staining your door frame

When finishing your door, follow these tips to keep your frosted glass in pristine condition:

🟦 Leave the protective film on while you paint or stain the frame. It shields the sandblasted surface from splatters and smudges.

🟦 Mask over the film, not directly on the sandblasted surface. Applying tape to the frosted glass can leave residue, and paint may wick under the edges.

🟦 Avoid taping directly to the sandblasted area — instead, carefully cut in with a small paintbrush around the molding.

🟦 If paint does get on the frosted glass, wipe it off immediately with a damp, soft terrycloth towel.

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What to Expect

When your order ships you will receive an email with the tracking number. You’ll also receive a phone call explaining the process and what to expect. Your delivery will be “Curbside”. Curbside means the driver will lower the shipment to the ground, and will place it in the area immediately adjacent to the delivery vehicle. For liability reasons, the driver, under no circumstances, is permitted to transport the shipment beyond this point. They are not permitted to bring it into your garage, home or building.

Be prepared to move your shipment from the drop off location into your home, garage or business.

If the shipment is in good condition sign and accept the shipment. All deliveries require a signature.

Open shipment within 24 hours of delivery to inspect for concealed damage. Deliveries occur on weekdays only.

Damaged Shipments

Your shipment is fully insured! WE HAVE A LESS THAN 1% DAMAGE RATE! Damage is very rare, but should you experience it, here’s what you need to know, and what to do:

1. All damages must be reported to Sans Soucie within 24 hours of delivery to qualify for a replacement order.
2. If the box or pallet show any damage whatsoever, open the box immediately with the driver present.

If product is damaged:

1. Write DAMAGED on the delivery receipt and refuse the shipment.
2. Take photos of the damaged product, this can help expedite your remake.
3. Notify Sans Soucie immediately by emailing: [email protected]
4. Send us photos by text or email. Text: 760-558-5081 – Email: [email protected]

Driver will take shipment back and return it to Sans Soucie.

Replacement orders take top priority and we will fulfill asap, however lead times may remain the same if your door material is not a stock item of the door frame manufacturer.

Upgrades & Fee’s

Due to liability issues, we are unable to offer Delivery upgrades. As mentioned above, the driver CANNOT bring the shipment into your home or garage.

If you miss your delivery appointment the fee is $100 for a redelivery at another time.

If you need to change your delivery address after the order has shipped, you will be charged an additional fee of $100.