Shipping & Returns

Estimated Delivery Time

Region	Processing Time*	Shipping Time*	Time* to Receive Your Order
Southern California** (red region)	1-2	1	2-3
West Coast (blue region)	1-2	2	3-4
Midwest (orange region)	1-2	3	4-5
Mideast (green region)	1-2	3-4	5-6
East Coast (green region)	1-2	4-5	6-7
Northeast (pink region)	1-2	5-6	7-8

*Time in Business Days: Monday-Friday, excludes all national holidays
The above figures are our best estimates based on the shipping time provided by FedEx Ground shipping from zip 90601. Trucking carrier shipping time usually takes at least 1-2 business days longer. Weather conditions and other unpredictable factors may delay the delivery time. Please call (562) 699-1481 if you'd like to upgrade the shipping method for urgent orders.

**We welcome local pickups in our Southern California warehouse so you can save on the shipping cost.

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Order Processing

Most orders received before 1PM Pacific Standard Time would be processed and packaged the same day Mondays-Fridays during business hours, unless otherwise noted.
Some products may not be available for same day processing.
Rush orders may require additional processing fees and shipping costs.
Please call (562) 699-1481 to get shipping quotes for urgent orders.

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Damage Policy

What Constitutesas Damaged or Defective

Items that are significantly cracked, chipped, or shattered are eligible for damage claim.
Small variations in product size (within 1/2 of an inch) do NOT constitute as damaged or defective and will not be eligible for damage claim.
Slight imperfections in the glass (such as dimples, bubbles, and variations in glass thickness) do NOT constitute as damaged or defective and will not be eligible for damage claim.
Eligibility of an order's damage claim is ultimately determined by CYS Excel's Returns and Damages Dept. team after review.

15 Days to Request Refunds on Shipping Damages

Due to the fragile nature of our products, any item(s) damaged during shipping must be notified by email within 15 days of delivery*
*Delivery is defined as when the Carrier tracking shows package(s) as "Delivered"
Take pictures of ALL the damaged items (in the original box) and email to [email protected] to initiate your damage refund.
You may submit multiple pictures to show the damage. However, one image(1) MUST clearly show all damaged items together. For example, if you received 6 damaged containers, one photo must include all 6 damaged containers in the same image.
You may also submit a video that clearly shows all damaged containers.
If you do not provide one clear image showing all damaged items, your claim may be denied.
Email should include original order number, SKU of the product, and quantity that is damaged or missing.

1-2 Days to Process

Damage refund requests are normally processed in 1-2 business days for most products. Exclusions may apply.

Refunds

For orders where only some items per SKU are damaged, refunds are only issued for the broken items.
How refunds are calculated: Refunds will be issued based on the Damage Rate of the items.
Damage Rate is calculated based on total quantity of items damaged per SKU ( i.e. [QTY DAMAGED] ÷ [TOTAL QTY ORDERED] ).

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Return Policy

If your purchase does not fully meet your expectations, we are happy to offer a refund or an exchange for defective items only, excluding delivery charges and any applied discounts, provided the request is made within 15 days of delivery. All returned or exchanged items must be unused, undamaged, and in their original packaging.

Any damage incurred during shipment must be reported within 7 days of delivery. Claims for lost or stolen items must be submitted within 48 hours via our claim portal. All claims require photo documentation of the damage.

If a delivery is refused and returned to us, the customer is responsible for all shipping costs both to and from our facility. The actual shipping fees charged by the carrier will be deducted from the refund. In addition, a 15% restocking fee will apply to refused deliveries to cover inspection and handling.

Return Procedures

To initiate a return or exchange, please email [email protected]. A customer service representative will review your request and issue a Return Merchandise Authorization (RMA) number via email.

Once you receive your RMA, please follow these steps:

Step 1: Carefully repack the item(s) in the original packaging, including both internal and external materials. Clearly include the RMA number inside the carton.

Step 2: Ship the package using a prepaid, insured, and traceable method to ensure safe and documented delivery. Items must be unused, undamaged, and in original packaging to qualify for a refund.

Step 3: After the return is received and inspected, a credit will be issued for all eligible merchandise that meets the 15-day return policy requirements.

Return Via FedEx, UPS, USPS or Other Shipping Carriers

Customer is required to pay for return shipping

Return Address:
Ref: RMA XXXXX (Returns will not be accepted or processed without a valid Return Authorization - RMA number)
CYS Excel, Inc
14850 Don Julian Rd, Ste A,
La Puente, CA 91746

Delivery is defined as when the carrier's tracking shows package(s) as “Delivered”

The original shipping charge for any returned merchandise will be deducted from the refund.

If your order was sent with Free Shipping, the shipping cost CYS EXCEL, INC paid for will be deducted from your refund.

Refund will not be issued if the original order and RMA number is not included with the return package(s).

Returned Item Conditions

Returned item(s) must be in new, unused, and sale-able condition with the original packaging to qualify for a merchandise refund. Any returned items arrive broken at our warehouse will be deducted from the refund.

Return Processing Time

CYS Excel will issue credit after we receive the item(s) and process the return. Returns are processed normally within 14 business days.
Credits normally may take 3-5 business days to show on your account depending on your credit card company.

Wrong Items Shipped

Return Shipping will be paid for paid by cysexcel.com for items shipped in error.

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Sales Policy

Cancellations

Call us immediately if you want to cancel your order before the carrier picks up the shipment.
Orders cannot be cancelled if the packages are already confirmed as shipped.
Email cancellations will not be honored.

Sales Tax

Sales tax may be exempted for shoppers in California with a Seller’s Permit. In order to attain this particular benefit, you have to create a wholesale account. Please see our wholesale instruction page and call us before submitting your order.

All Sale Items & Special Orders

Special order items are considered final sale. No refunds or exchanges will be given.

We reserve the right to refuse sales.

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Shipping Info

You will receive your order's tracking number via email after the shipment is created.

Where do We Ship to

Shipping is available to the 48 contiguous states and APO/FPO addresses (may take an additional 7-14 days)
Shipping is not available to PO Box Addresses.
International Orders: If you are located outside the US, please contact us at (562) 699-1481.

When are Items Shipped

Orders are shipped out on Mondays-Fridays during business hours by reliable carriers.
Orders are normally shipped out by the next business day after payments are received.
We reserve the right to refuse to ship any unpaid orders.

Shipping by Truck / Freight

For high-volume shipments, LTL freight is a more economical shipping option and helps prevent damage to your order. If we ship your order by freight, you will be notified by email and phone. There is no additional cost to switch to freight; however, services such as inside delivery and lift gate service are not included in the standard shipping cost.

If your order(s) is shipped by truck/freight, there are a few things you need to know before your shipment can be delivered:

If we decide to ship by truck, we will call you to confirm the details. Please make sure your phone and/or email on the order is accurate and reachable.
The truck driver will call you 2 days before delivery, so make sure someone will be available to answer the phone.
Make sure that someone will be present at the shipping location to sign for the shipment when it arrives.
Trucker drivers are only responsible for driving to the shipping address. Customers are responsible for unloading the shipment. Extra charges will be incurred if services such as inside delivery or lift gate are requested. If additional services are needed, please contact us by phone(562)699-1481 or email [email protected] for more information.

Shipping Options: Regular Ground and Expedited 2-Day

CYS Excel offers regular ground shipping by default. Order processing, shipping, and delivery time will depend on the size of your order and your shipping location. Please see the Estimated Delivery Time chart at the top of the page for more information.

We do not recommend expedited or 2-day delivery at this time. Many of our products are made of heavy, fragile materials. Expedited shipping is costly and puts these items at HIGH RISK of damage during transit. However, if you still need to upgrade the shipping method for urgent orders, please see the Expedited Shipping procedure below.

Expedited Shipping or 2-Day Delivery Procedure

The only way to receive an order by expedited delivery is for the customer to purchase their own shipping label(s) from their choice of carrier (FedEx, UPS, USPS, etc.). CYS Excel will provide package weight and dimensions and will accept all shipping labels provided by customers.

Step 1. Select your items and add them to your cart.
Step 2. When viewing your cart, please select “Southern California Customer Local Pickup”, click “update total”, and complete the check-out process. You will not actually be picking up the order. This simply ensures that you will not be charged additional shipping costs.
Step 3. Notify us by email ([email protected]) or by phone ((562) 699-1481) that you have placed an order for local pick-up, but would like to offer expedited shipping label(s) for your purchase. Our customer representative will measure the packages and get back to you by phone and/or email within 2 hours to provide you with the weight and dimensions of each parcel.
Step 4. Once you have the weight and dimensions of each package, you can generate the labels online and email the label(s) to ([email protected]. Please include your name and order number in the email.
Step 5. Schedule a pick-up time. For all expedited orders, CYS Excel is guaranteed to ship out within 24 hours. To ensure that your packages are shipped out in time, you must speak to our representative to decide on a specific time for the shipment to be sent out. Once you are given a time, you must contact your carrier and schedule for the carrier to pick up your shipment from the CYS Excel warehouse per the agreed date and time.

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