Frequently Asked Questions

Please check out our lead time page linked here.

Shipping costs are calculated based on weight and distance. Once you add items to your cart and proceed to checkout, the shipping cost will be calculated for you once your billing and shipping addresses are entered.

There are some items on our website that qualify for free shipping, including select kilns and equipment. However, we do not offer free shipping for UPS or Economy packages. It is important to note that the items that do ship for free are for the contiguous United States only. For equipment items shipping to HI, AK, PR, etc., our website will provide an approximate shipping cost at the time of placing your order. Additional shipping charges may be due per current courier rates. We will contact you prior to your order shipping if additional shipping charges are necessitated.

Yes! In fact, our freight receiving guide is available right here! The Ceramic Shop reserves the right to charge additional fees associated with freight shipping. We will reach out to you before any additional charges are applied.

The Ceramic Shop may sometimes offer an EXPEDITED option on our site and over the phone. This service offers a faster processing time, ensuring you receive your package quicker than our standard shipping options. This service often involves prioritizing the package in the processing and/or shipping process, which can include faster transit times and enhanced packaging and handling. Use the expedited shipping option when time-sensitive deliveries are necessary. While it typically costs more than standard shipping, it provides a quicker solution for getting items to their ultimate destination. The Ceramic Shop cannot guarantee an exact delivery date and exclusions apply. Expedited items will ship from our warehouse only. If we are unable to expedite your order due to stock issues, a refund will be provided. Expedited orders will not be shipped on Saturdays or Sundays and Holiday hours may delay expedited services. Expedited services are non-refundable.

Choosing this option allows you to conveniently shop and pay for your items online and pick up your order in our walk-in showroom in Norristown, Pennsylvania at your convenience. Please allow a minimum of 24 hours for us to gather your order. You will receive a second confirmation email once your order is ready to be picked up. If you choose to visit before you have received this email, we cannot guarantee that your order will be fullfilled. Our Pick Up In Store hours are Wednesday-Saturday 9:30am-3pm. Pick Up In Store orders have a 1-4 day processing time. Pick-Up is located on Markley & Basin St dock.

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Yes, you can pick up your kiln yourself. You will be responsible for taking all the packaging. Please be aware this includes the skid, a huge box, and 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 to schedule your pick up.

Once you fill out your billing information, put the store address,1200 Markley St. Norristown, PA, 19401, as the shipping information. The shipping will calculate at the bottom. The first one should be In Store Pick Up, and it will be free.

There are a few reasons why your order did not ship as complete. If you open your package and not everything is included, you will find a paper notice explaining that your order either contains a back order or a drop shipped item. Back Orders: Given the current supply chain issues and worldwide material shortages, The Ceramic Shop will no longer be backordering items that are out of stock with no ETA from the manufacturer. You will see the cost of the out of stock item(s) returned to your account within 1 to 4 business days of the invoicing date. Drop Ships: We have items on our website that we do not regularly stock in our warehouse. Instead, we will drop ship them from the manufacturer. Drop shipped items will come in a separate package, and can be delivered after the package from our warehouse arrives. We do our best to provide you with the tracking number for these packages. Drop ship items will usually be indicated with "ready to order" on our website.

If you receive your package and there is a wrong or missing item you must let us know within seven business days of your package being delivered. We are only human, so mistakes can happen. We will do our best to correct the issue. Please fill out this form if there is a wrong or missing item in your order.

To be notified when something is back in stock, please click to “Notify me!” button on the item page.

Ready to order means that we do not have an item in stock and it will need to be special ordered for you.

We take great care in packing your orders, however damages can occur during transit. All packages leave our warehouse in perfect condition, so it is important that you inspect your order immediately after receiving it so that we can file a claim with the courier as soon as possible. You must inform us within seven business days of your package being delivered of any UPS damages. If there is damage to your order please be prepared to send us photos of both the damaged product as well as the box so that we can properly process your claim. UPS may require an inspection of the damages for items exceeding $100, so please hold onto the original box and packing materials for 7 business days. If you are receiving your order by freight, you may ask the driver to wait while you inspect the kiln or wheel. We have chosen carriers who are very safe with your items but always inspect your delivery. You should also take a look at the packing list to make sure the order is correct. By signing the BOL (Bill of Lading) you are waiving your rights to claim any damages in the future. If you suspect damages (for instance, if you saw a small puncture in the side of the box or a corner crushed) you can reserve the right to inspect the box later by simply indicating on the bill of lading that you were unable to inspect at time of delivery, damages may have occurred but are unseen until further inspection. If you deny any shipment, and have the box returned and there are NO damages to be found, you will be responsible for any additional handling fees as well as return shipping costs. Do not deny shipment unless you have inspected the contents and can prove damages. For more information about kiln deliveries, check out our Kiln Checklist by clicking here.

With very few exceptions, just about everything we send from The Ceramic Shop comes with a tracking number using reputable delivery services such as the United Parcel Service or the United States Postal Service. We assume you are having the item sent to an address at a secure location. In the rare occurrence in which a package has been marked as Delivered and you haven't received it, we can not be held responsible. We will be happy to help you open a claim with UPS, when applicable, in the event of a lost or stolen package, but we cannot simply refund or resend items in the event it goes missing after a successful delivery. Please do not attempt to file a claim on your own. Contact syd@theceramicshop.com with your order details and someone will get back to you.

The Ceramic Shop can take returns on items, with some exceptions. Kiln furniture, equipment, kilns, wheels, parts, custom ordered glazes, custom decals, special order clay bodies, special order items, dry materials, etc. cannot be returned. Please make sure you are ordering the correct item by checking the part number, model, voltage, phase, size etc. The Ceramic Shop reserves the right to charge a restocking fee of 15% on returned products. If a return is necessitated as a result of The Ceramic Shops error, there is no restocking charge. A return must be requested within 30 days of receiving your package. If you would like to return an item, please fill out this form and someone will get back to you via email within a few business days. All items returned by mail must be returned using the shipping label provided to you via email. You, the customer, are responsible for the cost of return shipping if the return was not due to our error. After we inspect the item, which must be returned in new condition in the original packaging, we will issue a refund less any fees, the original shipping costs, and the cost of the return label. We will issue the return back in the form of the original payment. The Ceramic Shop is not responsible for items damaged during return shipping so please ensure the return items are packed safely.

All sales are final of any product that has been opened or used. The Ceramic Shop reserves the right to refuse returns that are not defective, faulty, or as pictured.

Returns are processed with 5-7 business days of receiving the item.

We will do our best to cancel your order in the event you have made an error, but we cannot make any guarantees. We strive to get your order processed and packed as soon as possible and if the order has already been packed we may be unable to retrieve it before it has been shipped. If we are able to cancel your order, there may be a 15% restocking fee. Refunds will be issued back by means of the original source of payment. Alternatively, we are happy to refund you in the form of store credit. No fees will be deducted if you choose to receive your refund in the form of a store credit. You can submit a request to cancel your order on our website here.

We are unable to add items to orders that have already been placed at this time. If you place a new order, it will ship separately. You will be charged shipping for the second order. You can submit a request to cancel your order on our website here. You can then replace your order with all of the items needed. Please note that submitting the cancellation form is not a guarantee and we will do our best to accommodate your request if possible.

Kilns are made to order based on electrical specifications and upgrades/add ons, and as a result have an extended lead time. We require all orders, kilns, equipment, or otherwise, be paid for before we can place your order with the manufacturer. We ask that you are patient, as this extended lead time is customary.

If you realize after your order has been placed that you used the wrong shipping address, you can submit a cancellation request, and we will do our best to accommodate your request. We cannot make any guarantees. The Ceramic Shop assumes that the correct shipping address is entered during checkout, and will not assume any responsibility for packages delivered to the wrong address.If your package does go to the incorrect address, we cannot refund you unless we receive the package back to our warehouse. UPS MyChoice is a service that allows a consignee to change the date or location of a package's delivery. Historically, we have seen an increase in damages and losses when using this service. As a result, The Ceramic Shop waives all responsibility for damages or losses to packages that have been changed via UPS MyChoice. If you need to request changes be made to your order prior to shipping please contact us via our Order Change Form. Feel free to use the 'comments' box at checkout to include special delivery instructions and we will do our best to accommodate your request.

International shipping costs will vary depending on your country and what it is you would like to purchase. To see what it costs to ship to your country, simply add the items you would like to purchase to your cart and select your country at checkout.

We ship international packages through the post office, either with First Class service or Priority International. For Canadian and Puerto Rican customers, we typically ship via UPS. The Ceramic Shop is not responsible for shipments lost in transit if you choose First Class.First Class service can take up to 30 days for you to receive your package, and does not come with full visibility with the tracking number. Priority International is usually delivered in 7-10 business days, and comes with a tracking number. We strongly suggest choosing Priority International. The Ceramic Shop is not responsible for shipments lost in transit if you choose First Class. International orders may experience extended delays due to factors that are out of our hands such as postal service issues and customs delays. Because of this international orders can take much longer than anticipated.

No, the shipping cost that we provide for you does not include any additional duties, taxes, or fees. You are responsible for any additional fees incurred. If you do not pay the duties and taxes charged by your country and the shipment becomes abandoned, we will not refund you for your order.

We are unable to ship large orders, equipment, or anything that requires a freight shipment internationally and do not allow third party pick ups from our warehouse, but we can ship to a U.S. based freight forwarder of your choosing. You will be responsible for the shipment from the forwarder to the final destination. You will need to enter the forwarder's company name and terminal address as the shipping address at checkout.All lead times for made-to-order equipment can be found here. Please be advised: We are unable to calculate the duties and taxes for your shipment. You will be responsible for all duties and taxes, as well as the shipping costs from the freight forwarder to your location. We cannot provide customs documentation for the shipment beyond a commercial invoice. The Ceramic Shop is not liable for any shipping damages incurred between the freight terminal and the final destination. If there is damage to the freight upon arriving at the U.S. terminal, it must be noted on the delivery receipt in order for The Ceramic Shop to file a claim. We can not assist with any damages that are not recorded. When ordering equipment, please confirm the voltage/phase and plug style listed on our website is accurate for your area. All equipment is final sale and cannot be returned should the power source not be compatible. Any items purchased that are out of stock will be refunded to the original payment method when the order is processed/shipped. If you decide to place your order, please enter the freight forwarder's U.S. address as the shipping address at checkout. You will receive freight tracking via email once the shipment leaves our warehouse.

If an international order is returned to our warehouse, we will work on investigating and resolving this issue. If we are able to reship the order there could be additional shipping costs due. It could encounter the same issues or delays upon reshipping.

If an item in an international order is found damaged upon arrival, you will be refunded for said item. It may not be possible to refund shipping costs. We are unable to send a replacement due to the high costs of international shipping.

We reserve the right to refund any out of stock items at our discretion. Note: We will always do our best to fulfill orders for equipment replacement parts.

We do not accept international returns, all international sales are final. If you have received an incorrect item or have a missing item, you will be refunded for said item. All refunds for purchases made using any currency other than US dollars will be processed in US dollars and exchanged at the current exchange rate at the time of the refund being processed.

We pride ourselves on having the most competitive prices that you'll find, and we will do our best to match any competitor if possible. Give us a call and let us know what you've got your eye on, along with the total published price including shipping, fees, or any other additional charges.

If you are not a tax exempt entity: sales tax is applied to all showroom sales and shipments made to an address within the state of Pennsylvania. We also collect tax in Arizona, Arkansas, California, Colorado, Connecticut, Florida, Georgia, Idaho, Illinois, Indiana, Kentucky, Louisiana, Maine, Maryland, Michigan, Minnesota, Nevada, New Jersey, New York, North Carolina, Ohio, Rhode Island, Tennessee, Texas, Utah, Vermont, Virginia, Washington, West Virginia, and Wisconsin. Tax will be automatically applied to your order during webstore checkout.

Schools and non-profit organizations with a TIN (tax identification number) can submit their Tax Exemption Certificate here. Once this form has been submitted we can send you a username and password that can be used for future tax free webstore orders. You will not be able to place an order with your Tax Idenfitication Number without first filling out that form and hearing back from us.

If you are with 2 hours of The Ceramic Shop, we can install your kiln! Please email repairs@theceramicshop.com for a quote.

All online orders, including equipment purchases, are charged at the time the order is placed. Most kilns are made to order and will have a lead time noted on the item page. Please note that lead times are an estimate, and kilns may ship sooner or later than expected. You will receive a tracking number for your kiln along with an instruction guide on how to receive it once it has been shipped. Please let us know if you are unable to receive a freight shipment for any period of time. If the anticipated lead time has passed and you are looking for an update on your order, please contact us.

Occasionally The Ceramic Shop will have kilns, wheels, and other equipment in stock in our warehouse. Please check out our Equipment in Stock page for what we currently have ready to ship!

Some kilns ship direct from the manufacturer, while others will ship from our warehouse in Norristown, PA. For residential deliveries, the freight carrier is expected to to call to set up a delivery date. For commercial deliveries, please note in the comments section at checkout if you have specific receiving hours. It is important to note that if you are not available to receive the kiln when the freight company is able to deliver it, the freight company can charge additional storage fees, and you will be billed for the costs. When you are getting ready to receive your kiln, we recommend having a box cutter, drill, hammer, and at least one other person to help unbox and set up your kiln. Remember, a 7 cubic foot kiln packaged on a skid with a furniture kit could weigh up to 500lbs.

It is not the responsibility of the trucking company to do anything but deliver the kiln to your address at the curb. Our shipping rates/flat rate options on our website are for drop-off only.

If your location is inaccessible by a standard size freight truck, we recommend picking up your shipment at the nearest carrier terminal in a box truck or pick up truck. We are happy to help you with this process, just reach out to logistics@theceramicshop.com with any questions.

A lift gate is the part of the truck that lowers the freight down to the ground. If you are having your kiln delivered to a residential address, or to a business without a dock or forklift, the truck that delivers your item will need to have a lift gate. There may be a charge of $40 in addition to the shipping cost if you need a truck with a lift gate.

Once the carrier arrives with your kiln/furniture you will need to carefully inspect the freight for any damages. Check the outside of the packaging for visible damage: plastic is torn or missing, brick chunks are laying on pallet around bottom of kiln, top looks mashed in and/or things are poking out of the wrapping at odd angles; if visible damage is seen, you will need to unwrap your kiln/furniture to check for concealed damage, while the delivery driver waits . Due to changes in the law, carriers will no longer pay claims on concealed damage. If you suspect interior damages to the package- by law, It is the responsibility of the receiver to inspect the freight fully inside and out before signing off on the delivery.

If the damage is minor and repairable- ie chipped or cracked brick**- make sure to clearly notate the damage on the driver's copy of the delivery receipt. Write a description of the damage- such as "cracked bricks" or "broken brick" and clearly document the delivery with photographic evidence while the truck is still there. Any damage MUST be notated on the driver's copy of the delivery receipt or the damages will not be addressed. After the driver has left- you can send any documentation, i.e. pictures and delivery receipt to the equipment manufacturer AND The Ceramic Shop. **It is important to understand soft brick is very fragile and is very common for hairline cracks to be present on day one. This is typical and the majority of the time will not affect the function of the kiln in any way. After time, your kiln will naturally develop cracks in your lid and floor, which can be easily patched if you choose to do so. Please use common sense when assessing the damage. If the kiln is damaged to the point that you cannot or do not want to repair the damage, it is advisable to refuse the shipment. Write a description of the damage ie. "control box is crushed" "kiln arrived on it's side" "pallet has been visibly dropped and equipment has been destroyed" accompanied by "REFUSE SHIPMENT DUE TO DAMAGE". Once you have refused the shipment, your responsibility is over. We will be contacted by the carrier and kiln manufacturer at which point we will contact you.

If freight damage is not noted on delivery receipt, then any damage discovered later is considered suspect and will likely NOT be covered. If the receiver, or anyone acting on the receiver’s behalf, should sign the delivery receipt without inspecting the freight and damages are noticed later, neither the product manufacturer, The Ceramic Shop nor the freight carrier will accept liability for the damages. Both the product manufacturer and The Ceramic Shop will be available to assist the receiver in any way possible with recommendations on repairing damages to the kiln.

Yes, we do! We offer many different amounts, and you can order your gift certficate(s) by clicking here! Gift certificates are valid for 5 years from purchase date

Our office is open Monday through Friday, 9am-5pm. Our retail store is open Wednesday through Saturday, 9am to 5pm. Our website is always open!

Please take your location and climate into consideration before placing your order for freezable items such as clay, glazes, slip, wax resist products, and so on. We will not hold your order in our warehouse if you order clay, glaze, or other freezable materials. The Ceramic Shop is not responsible for damages to shipped products due to extreme weather conditions. Just in case, Amaco has a great walkthrough on what to do if your glaze or clay freezes, which is available right here.

Our vendor policies can be found here!