Freight Receiving Guide

Thank you for shopping with The Ceramic Shop!
It is very important that you read these instructions thoroughly before you receive your shipment.

Before Delivery:

Most kilns and equipment are made to order and can take anywhere from 2–20+ weeks to ship. Please let us know if you anticipate being out of town during the lead time noted on your items. When your order is ready to ship, you will receive a tracking link or PRO number (tracking number) with a link to the carrier’s website.

If the delivery location is residential, you should receive a call from the carrier to schedule an appointment. You may also contact the carrier directly and reference your shipment’s PRO number for more information on the expected delivery date. You must be home at the time of delivery to sign for the shipment.

All freight drop offs are curbside only. Freight drivers will not disassemble or transport equipment to your garage, house, or any location beyond the sidewalk or driveway. You must make arrangements if you are unable to bring the shipment in yourself.

If a staff member is not notified of any special delivery circumstances and the truck arrives and is unable to access your home or business, you will be subject to additional delivery charges. If the delivery address changes and The Ceramic Shop is not notified prior to the freight shipping, you will be subject to a reconsignment fee.

Freight carriers will typically give a 3-day window to schedule an appointment once they reach their final terminal. If you are unable to receive the shipment and we were not notified before shipping, you will be subject to storage fees as given by the carrier.

Upon Delivery:

This is a guide to help in the event of damage upon delivery. Equipment is carefully built and packed safely for shipping so it is meant as preparation for a worst case scenario — damage is not commonplace but should be dealt with accordingly:

1. Inspect the shipment immediately before signing for it.
2. Check the outside packaging for dents, tears, holes, or other visible damage.
3. Do not open the freight unless instructed — focus on the exterior condition.

If Damage Is Found at Delivery:

1. Take clear photos of the damage (multiple angles if possible).
2. Refuse delivery — if damage is severe, do not accept freight. If asked to sign a POD write “refused due to damage.” You do not need to specify the extent of the damage.
3. Notify The Ceramic Shop immediately with the following details:
   • Delivery date & time
   • Photos of the damage

Refusal of a shipment should be a last resort, and is not recommended unless the damaged goods are absolutely beyond repair. For example: kiln bricks, lids, floors, control boxes, etc. can all be replaced piece by piece. Damage to an individual component or cosmetic damage is not considered a total loss. Irreparable damage would leave the item non-functional.

If Damage Is Found After Acceptance:

The Ceramic Shop and/or the freight carrier cannot pay for any damages that were not noted on the driver’s paperwork. However, in order to best resolve any concealed damages please take the following steps:

1. Notify The Ceramic Shop within 24 hours of receipt of the damaged freight.
2. Retain all packaging materials (boxes, pallets, wrapping, etc.) for inspection.
3. Provide clear photos of the damage and the packaging.
4. Include shipment details (delivery date, carrier, and any reference numbers) when reporting.

If the receiver, or anyone acting on the receiver’s behalf, signs the delivery receipt without inspecting the freight and damages are noticed later, neither the product manufacturer, The Ceramic Shop, nor the freight carrier can 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 equipment.

If Damage is Negligible:

1. Notate damage on delivery receipt but accept shipment.
2. Retain all packaging materials (boxes, pallets, wrapping, etc.) for inspection.
3. Provide clear photos of the damage and the packaging.
4. Include shipment details (delivery date, carrier, and any reference numbers) when reporting.

*Negligible damage would relate to an accessory carton such as a kiln stand. If any high value items appear irreparably damaged please refuse the shipment.

**Soft brick is very fragile and it is common for hairline cracks to be present on day one. This is typical and will not affect the function of the kiln. Over time, your kiln will naturally develop cracks in your lid and floor from expansion and contraction of the brick. Crushed boxes and small tears in bags are also commonplace for clay and dry materials and do not fall under “damage” territory if the materials are still usable.

Contact Information:

FAQ

Q: Can the carrier deliver the freight inside my home or business?

A: All freight deliveries are curbside only. Carriers are unable to move the freight inside due to liability issues. It is best to plan ahead for moving the pallet or crate to its final destination. Depending on size and weight, consider renting or using a dolly, pallet jack, or cart. Having an extra pair of hands is recommended.

Q: My shipping address will not accommodate a large truck. Are there alternatives?

A: Carriers can often use smaller trucks for residential deliveries. If not possible, we can locate the nearest freight terminal for pickup with a truck or van.

Q: Can someone else receive the delivery on my behalf?

A: Yes, as long as they can inspect the freight for damages and sign the delivery receipt.

Q: I will be out of town when it’s estimated to be delivered. What should I do?

A: The carrier typically provides a 3-day window to schedule delivery. After that, storage fees may apply. You may have someone else receive it or pay a reconsignment fee to reroute the shipment.

Q: My order is shipping to a freight forwarder. What should I know?

A: Inform the freight forwarder of these receiving policies. We are not liable for missing items or damages occurring after delivery to the freight forwarder. They must report issues immediately upon initial receipt.

Q: Will I get a call to schedule delivery?

A: Shipments are booked with delivery appointments required. However, monitor tracking closely and contact the carrier directly with any concerns.