General Policies

 

Warranties:

Warranties on kilns and equipment are standard to the manufacturer's listing. We provide warranty services for many of the manufactures we represent. In the case you did need something covered under warranty please feel free to give us a call and we will work with the manufacturer to resolve the issue. For the products we manufacture (Hydro-Bats, stilts, glaze, chemical tables, and small tools) we do not provide any additional warranties. We do stand by our products and are willing to work with any legitimate issues.

 

Kiln Installation:

If you purchase a kiln and are within 2 hours of Philadelphia, we can deliver and install the kiln ourselves! Check our shipping policies page for our local delivery prices. Kiln installation starts at $39 for top-loading kilns under 18" inner diameter. Kilns with an inner diameter of 18" and up to 28.5" can be installed for $69.  Call us for pricing on installation of oval top-loading, front loading, and other kilns.  Kiln installation includes unpacking and assembling the kiln, a short tutorial on how to use your new kiln, and removal of packing crate and materials. There may be additional charges for certain destinations.

 

Ordering:

There is a $5.00 online minimum order, you will be informed that you are not meeting the minimum. When ordering online with us we guarantee that all transactions are completely safe. We use the SSL (secure sockets layers) on our host server to assure safety. Credit cards are automatically charged by our safe host.  Orders are typically processed and shipped out within 5 business days. We make every effort to ship out online orders the same day we receive them. Our UPS pick up is at 3:00 pm each day so any orders received after 11:00 am will most likely be processed the following day. In the event we do not have every item in your order, we will contact you and let you know the estimated shipping date for the back ordered items. Wholesale accounts should contact us to inform us of your back order wishes. Large equipment (kilns, pug mills, chemical tables, etc) are made per order and can take approximately 1-4 weeks for delivery. Most wholesale orders ship within 2 weeks. 

 

We do accept Purchase Orders from businesses, schools, government agencies and art centers. Typical terms are net 30 days. Please feel free to fax or email your orders. We cannot be held responsible for any mistakes in phone orders or phoned in add ons to existing orders. Add on orders may need to ship seperate from initial order, additional shipping fees may apply. For schools and businesses with a tax id, please email, fax or mail us your order. We are unable to adjust taxes once your order is processed through our website.   

 

Payment:

We accept Visa, MasterCard, Discover, and PayPal through our site. We can take American Express over the phone and in our store, with Square. Checks, money orders, direct bank transfer and of course good old cash are also accepted. Sales tax is applied to all showroom sales and shipments made to an address within the state of Pennsylvania except for resellers for whom we have on file a valid Reseller Exemption Certificate and exempt governmental agencies for which we also have an exemption certificate. The appropriate sales tax will be charged unless we have a copy of you or your agencies certificate in our possession. In the event we end up owing the customer back money we may choose to issue a credit towards future purchases at www.theceramicshop.com.

 

Pricing:

Prices and webstore discounts are valid for online purchase only, showroom retail prices may differ from our webstore sale prices. You may place an order through our webstore and choose to pick up your order in store. We will contact you by email when your order is ready for pick up. 

 

We reserve the right to change prices at any time. The Ceramic Shop is not responsible for any grammatical or typing errors on our website that results in inaccurate pricing and we reserve the right not to sell the product at the listed price. If the price of the item is greater then the listed price we will contact you for your approval of the updated price before processing the order. Although it is rare, occasionally manufacturers change their prices to us without notice causing a need to adjust our sale prices. You will be notified of any price changes prior to completing your order. We honor our prices to our wholesale resellers through Dec 31st of each year. We do not always change our prices for the things we make, but if we do, those prices go into effect January 1st of each new year. 

 

For those competitive items online, yes we do price match. You will need to provide a quote including the total price for the item/items. Make sure you have done all your research. Some companies have additional shipping and handling fees that should be included in the total price.

 

Taxes/ Tax Exemption: 

Orders placed in Philadelphia will be taxed the standard 2% Philadelphia tax and 6% Pennsylvania tax. Customers outside of Pennsylvania will not be charged tax. Tax is automatically applied to your order during webstore checkout. If you are tax exempt and place an order through our website, you will still be charged tax. Schools and non-profit organizations with a TIN (tax identification number) should email or call us to set up a tax exempt account. If you would like to place your orders through our website, we will send you a username and password that can be used for future tax free webstore orders. 

 

Purchase Orders / School Orders / Art Center Orders:

We accept purchase orders from schools, art centers, and non profit organizations. Purchase orders are a binding contract between The Ceramic Shop and purchaser that guarantees payment within 30 days of the invoice date. Purchase orders can be emailed to victoria@theceramicshop.com, faxed to 419-735-1063 or mailed to 3245 Amber St. Philadelphia, PA 19134. 

 

Quotes: 

Price quotes for clay, glazes, equipment, and shipping are available upon request. Due to fluctuating shipping costs our quotes are good for 30 day terms. Prices are subject to change in January of the new year. We do our best to notify our customers of any upcoming price changes, especially during the holiday season.  

 

Discounts:

We pride ourselves on having very competitive prices, and often times provide the lowest price in the country. Schools may qualify for additional discounts on items like glaze and bulk tool orders. Our clay is already marked at bulk discount pricing.  

 

Kiln Firing Service:

The Ceramic Shop is not responsible for any damages to your work while in our possession. However, if you bring in work and it melts down in our kiln, you the customer are responsible for all damages to our equipment and property. This may mean you will have to pay for kiln shelves or a repair to the soft brick. Over the last 9 years we have a very good track record when firing customer work, which is why we load and fire the kilns ourselves. If you are unsure of the clay body or glaze, we reserve the right to not fire your work. 

 

Sales Tax ID's:

Resale certificates are used by purchasers, when acquiring property for resale in its present form or as components of other property. They are also used to purchase taxable services that become a part of property for resale in some states. States that allow for resale exemptions either accept a state issued resale certificate or, in some cases, a multi-state certificate. A business which is registered for sales and use tax can use a resale certificate only when the merchandise being purchased is to be resold by the business. A business cannot use a resale certificate to purchase merchandise that they will use and consume in the conduct of business. Any merchandise obtained upon resale certificate is subject to sales and use tax if it is used or consumed by the purchaser in any manner, and must be reported and the tax paid thereon direct to the appropriate jurisdiction.

 

Shipping Services:

The Ceramic Shop is not responsible for any damages to your work while in transit. We may choose to ship with a different shipping carrier then what you have choosen or from what was indicated at the checkout. For example, you may choose UPS ground at checkout but we may ship with Eastern Connection. See our shipping services page to learn more about our policies.

 

Returns / Cancellations

All sales on kilns, wheels, equipment, replacement parts, and custom products are final!

If a return is necessitated as a result of The Ceramic Shop, there is no restocking charge. Otherwise, a 15% restocking fee may be charged to returned certain items. If you cancel an order before receiving your shipment's tracking number, which would mean it has not left our facility there can be a 3% cancelation fee. Most likely we have already picked and packed your items which is the reason for the fee. Refunds will be issued back by means of the original source of payment.  If you paid with a credit card we will refund that card, if you paid via check we will refund you via check, etc.

 

Before the return process begins you must contact us by email to receive a Return Number. Items returned by mail must include this Return Number, your name and your order number (listed on your invoice). Clearly mark the outside of the return box with this information.  After we inspect the item, which must be returned in new condition in the original packaging, we will issue a refund less any fees and the original shipping costs. The Ceramic Shop is not responsible for items damaged during return shipping and the customer is responsible for the return shipping costs. We do not accept returns on items that have been custom ordered, including custom decals and custom-mixed glazes. Please make sure you are ordering the correct item by checking the part number, model, voltage, phase, and size. A return must be requested within 30 days of receipt. All sales are final of any product that has been opened and we can not repackage. Glazes and dry materials are not be refundable if they have been used or the seal has been broken. All kiln part sales are final, if you are not sure which part or brick to purchase, please call us or include your serial # in the comments section of the order. We are happy to refund you in the form of store credit, this is the best way to handle a refund as you will not be charged any fees. A web coupon can be created for you to use on our site.

 

International refunds on sales are rare but would work the same way as non-international sales. Occasionally the wrong shipping total will show up for Interbational sales, for example a kiln may show up as only costing $16.00. This is not accurate and we clearly state on our shipping policy page to confirm shipping totals of kilns and equipment before checking out - you can do this by contacting us at 215-427-9665. Customer will be responsible for additional shipping charges. If the customers decides that they want a return, we will gladly issue a refund. If we do not hear back, in a reasonable time period, from any customer in regards to additional shipping expense,The Ceramic Shop reserves the right to refund the sale without customer authorization or notification.

 

Returns on Clay:

Every once in a while we get a call that the clay our customer has received is too hard or may have some other issue. In this event, we will make every effort to resolve the issue. If the manufacturer will not or can not resolve the problem, which most of the time they do, we can replace the clay. If we come out to swap it out we will check every bag with our pentometer. If the clay meets the standards of the manufacturer, ie the original stifness, you will be charged a delivery fee for the return vist. So please make sure you are confident that all of the clay is indeed too stiff. Most of the time it is just one or two boxes. Please take note of the batch number.  

 

Kiln Shelf Sales:

A word about kiln shelf sales: Kiln shelves are manufactured all around the globe - China, Mexico, here in the US,etc. Consequently, they are shipped long distances by the time they find their way to our shop and your studio. We do the best we can to inspect every crate to assure we are not selling any cracked shelves. The shelves are made of clay and other refractories and are fragile, just like fired ceramics. For these reasons we have a no return policy or refund for a shelf that cracks in the kiln. We can not be responsible for the item once it leaves our shop. You should know that we will replace any shelf that has been clearly damaged in shipping, simply take a photo and make sure you inform us the same day you recieved it.  

 

In-Store Kiln Pick-ups:

Yes, you can pick up your kiln yourself. You will be responsible for taking all the packaging. Please be aware this includes the skid and a huge box and often large foam insulation pieces. Plan on one hour to do this job. If we can forklift it into the back of your pick up or large van, we will. However, we can not provide unpacking assistance, as it is a bit of a job, especially for the standard 3 ring, 5-10 cubic ft kilns. Please call 215-427-9665 to schedule your pick up.