Customer Service

If you have a question about an item, our friendly & knowledgeable Customer Service staff will be glad to assist you.

Hours of Operation:
Monday - Friday 9:00 am - 5:00 pm EST

Telephone Number:
(800) 582-7757 Fax Number: (540) 942-7272

Customer Service E-Mail Contact Form: Click here for Questions or Comments

Mailing Address:
The Brass Gallery
417 West Main Street
Waynesboro, VA 22980-4510

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Methods of Ordering Online Secured Ordering:

We use the latest technology in credit card protection and encryption. If you feel more comfortable doing so, you may place your order by telephone. Read the sections below for ordering instructions. Ordering By Telephone (Credit Card Only): If you would like to place your credit card order by phone, call us toll-free at 800-582-7757. Customer service is available Monday - Friday, 9:00 am - 5:00 pm EST. We will begin processing your order no later than the next business morning. Due to the handmade nature of these high-quality products, please allow 3 - 4 weeks for delivery - more time may be needed for some special order items. We will notify you via e-mail if there will be such a delay, or you may call Customer Service at (800) 582-7757 to check on the availability of an item before placing an order.

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Payment Options Credit Cards:

We accept MasterCard, Visa, American Express, and Discover. Please include the entire credit card number, cardholder name, billing address and expiration date.

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Personal Checks & Money Orders:

Make your check or money order payable to "The Brass Gallery." Personal checks must be imprinted with name, street address (No PO Boxes) and daytime telephone number. Without the proper information, your order may be held up to 14 for verification. PLEASE DO NOT SEND CASH!

Mailing Address:
The Brass Gallery
417 West Main Street
Waynesboro, VA 22980-4510

Sales Tax:

All orders shipped to Virginia will be charged a 5% sales tax. Shipping charges are not taxable.

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Shipping & Delivery Times

Orders are carefully packed by hand and shipped from Waynesboro Virginia. Some items are shipped directly from the manufacturers. UPS Standard Ground Service is used unless otherwise requested. Orders sent to APO and FPO addresses are shipped via US Postal Service Parcel Post. Since delivery tracking is unavailable for Parcel Post delivery, we are unable to guarantee receipt of your order.

Due to the handmade nature of these high-quality products, not all items are in stock at all times. If you would like to check the availability of an item before you order, please call our Customer Service Department at 800-582-7757 between 9:00 AM & 5:00 PM EST Monday - Friday. If your item is not in stock, we can give you more information regarding estimated manufacturing & delivery times. In most cases, we will notify you via e-mail if there will be such a delay.

Express or Expedited Delivery:

At this time, we cannot accept express or expedited delivery requests. If you need an item in a hurry, we strongly recommend calling Customer Service at 800-582-7757 to check availability of an item before ordering.

US Shipping Rates:

Order with confidence...The Brass Gallery offers FREE SHIPPING on all Continental US orders that are over $50!

Sorry, free shipping is not available for orders shipped to Alaska or Hawaii. Please contact us for shipping rates.

International Shipping:

Due to the delicate nature of our products, we can only ship to US addresses. All other orders will be automatically rejected by our system.

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Returns and Exchanges - Please Read Carefully:

Damaged or Defective Merchandise:
Upon receipt of your order, please open the package immediately and inspect the contents for damage or manufacturing defects. If any item in your order is damaged in shipping, or if you find any significant manufacturing defects, please call Customer Service within 14 days of receipt of your order at 800-582-7757 to request return authorization. We cannot accept any returns without prior approval. Upon receipt and inspection of your returned merchandise, we will either exchange your item or issue a full credit in the amount of the original purchase price. Returns requested after 14 days of receipt of an order will be considered on a case-by-case basis.

Once your return has been authorized, please re-pack your return items in the original packaging and include a description inside each package with the reason for returning the item(s), i.e. "product is damaged", "I am not satisfied", etc. Include your full name and address to ensure a timely refund or exchange. UPS will come to pick up your return within 7 - 14 business days. If you are not at home or the package is not available when UPS arrives, they will attempt to pick up your package two more times.

What if I don't like it or it doesn't fit?
Again, we encourage you to use care when ordering. However, we understand that sometimes things just don't work out. In this case, we will accept returns in saleable condition and refund your original purchase priceminus a 25% restocking fee. In every case, you must call us for return authorization - we cannot accept any returns without prior approval.

Once your return has been authorized, please re-pack your return items in the original packaging and include a description inside each package with the reason for returning the item(s). Include your full name and address to ensure a timely refund or exchange. Call us for the address to which you should send your return. Make sure to include the appropriate amount of insurance on the package. We cannot be responsible for returned items that are damaged in shipment.

If you have a question or comment, please use our Contact Form

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