FREQUENTLY ASKED QUESTIONS
& COMPANY POLICIES
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Shipping
How long will it take for my order to reach me?
I selected Economy shipping, why is it taking so long?
I need my order faster, can you overnight it?
How is shipping calculated?
Can you ship with my UPS account number?
Do you offer free shipping?
Do you ship via USPS?
Do you ship orders on the weekend?
I live in Hawaii and shipping is so expensive! Can you ship in a flat rate box?
Can you ship to a hotel?
Which shipping option is right for me?
Local Services
What does the “Pick Up In Store” option mean?
What do you consider “local delivery”?
Can you fire my work for me?
Can I pick up my kiln, wheel, or other equipment from your Pennsylvania location?
Order Issues and Returns
I got my package but not everything I ordered is here. Why?
What if there actually is an item missing from my package?
What does “ready to order” mean on your website?
I got my order and it’s damaged. What do I do?
What if my tracking info reads “Delivered” but I can’t locate it?
What if my package is “returned to sender”?
I want to return an item that I ordered. How do I return an item that I no longer want?
This glaze didn’t turn out how I wanted it to. Can I return it?
How long will it take until I receive my refund?
Can I cancel my order?
Can I return clay?
An item I want is out of stock. Can I call and order it?
Can I add an item I forgot to my order?
I ordered a kiln and I don’t have it yet. Why was my card charged?
Can I change my shipping address once my order has shipped?
What if I need my order by a specific date but it doesn’t arrive in time?
International Orders
What does it cost to ship packages internationally?
How fast will I receive my order if I’m an international customer?
Do you ship kilns and equipment internationally? What does it cost?
Can you ship to a hotel?
Does the shipping cost include the duties and taxes?
Ordering and Pricing
Do you price match?
Can I place a phone order?
What forms of payment do you accept?
Will I be charged sales tax?
What is a tax ID?
I have a tax ID. How can I place an order using my Tax Identification Number?
Schools and Wholesale
Do you accept Purchase Orders?
How do I receive a quote for my school order?
I’m a school/art center/artist/volunteer. Do you offer any special discount pricing?
What if I have a larger school order?
TheCeramicShop.com
Is ordering on your website safe?
Is there a minimum order?
Can I order an item that I don’t see on your website?
I am having problems checking out on your website. What if I have trouble checking out on your website?
Kilns & Equipment Orders
Can you install my kiln?
I ordered a kiln -- now what?
Do you keep kilns in stock?
Do kilns ship direct from the manufacturer?
Will the trucking company put my kiln inside of my house?
I live on a dead end street/narrow road/top of a mountain. Will a truck be able to get to me?
I live in a limited access area. What do I do?
What is a lift gate and do I need one?
How do I receive my freight delivery?
What if there is damage to my freight delivery?
What if I notice the damage after the driver has left?
How can I save on freight costs?
Miscellaneous Questions
Do you offer Gift Certificates?
Do you ship kiln shelves?
What is the best way to reach you if I have a question?
What extension should I call?
What are your hours?
Do you ship to hotels?
How do I order clay on your website?
Do you ship clay and glaze in the winter?
What about warranties?
Vendor Terms & Policies
Terms and Policies for Ceramic Shop's Vendors
How long will it take for my order to reach me?
We offer two shipping options on our website, UPS Ground as well as an Economy shipping option for smaller, lightweight packages. UPS ground takes approximately 5-7 business days to reach the west coast from our Location in Pennsylvania, but only 1 business day to reach New York. If you choose the economy option and you are on the west coast, your package will likely take anywhere from 8-12 business days.
I selected Economy shipping, why is it taking so long?
“Economy” shipping is either through the US Post Office or a UPS service called Surepost. Essentially, UPS picks up your package from our warehouse and delivers it to your local post office, which in turn will deliver to your address. This transition from UPS to the post office can and will add a few additional days to the transit time.
I need my order faster, can you overnight it?
We do our best to accommodate customers who need items shipped faster than the shipping options we offer online. Our ability to do this will depend on the items that need to be expedited, as well as the time of day we receive your call. Feel free to call us at 888-457-4236 and we will do our best to help you.
How is shipping calculated?
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 once your billing and shipping addresses are entered. The Ceramic Shop and it's affiliates reserve the right to charge additional shipping costs as well as reduce rates. While very infrequent, our online shipping calculator can have erorrs and we will contact you if your ship to destination may incur additional charges. The Ceramic Shop is more than willing to refund your purchase in the event additional shipping charges are neccesarry and the customer is unwilling to paid said charges. The Ceramic Shop reserves the right to cancel any order for any reason.
Can you ship with my UPS account number?
Sure. Just add your UPS account number in the comments box at checkout and we can refund you for the shipping charge that is automatically calculated.
Do you offer free shipping?
There are some items on our website that qualify for free shipping, these items will be indicated with a free shipping icon. It is important to note that the items that do ship for free are for the contigious United States only. We cannot ship free UPS Ground or UPS Freight to AK or HI, or US territories.
Do you ship via USPS?
We do ship with the Unied States Post office and often times they will delivery a leg of a UPS delivery. Most of the time by choosing economy, No Rush shipping we will use USPS for the carrier, however The Ceramic Shop reserves the right to ship with whatever carrier deemed suitable. Please note that depending on your order we many need to charge you if there is a dramatic difference in shipping cost. You will be contacted to confirm the additional cost. Important to know that we more often return shipping money when the opposite occurs.
I live in Hawaii and shipping is so expensive! Can you ship in a flat rate box?
We definitely understand that shipping can be expensive outside of the continental United States. That being said, we definitely do our best to figure out a more affordable shipping option for you. Please note that not all items can fit into a flat rate box and arrive to you safely and in tact.
Do you ship to hotels?
We can do our best to accommodate you while visiting the US. UPS does not always deliver on Saturday or Sunday. You can place your order on our website as soon as possible to insure getting the items you want. Any out of stock items will be refunded. When ordering, please give us as much information as possible for the shipping address: Hotel name, address, name of receiving guest, room number, any confirmation numbers. List the dates you will be at the ship to address in the comments when checking out. Please select UPS ground for shipping option as this is our fastest option. We have had some trouble in the past with unexpected delays via UPS, due to weather or inaccurate shipping addresses with not enough information, sometimes driver error as well. We have also seen hotels refusing packages. Because of this we cannot guarantee that your order will arrive on the date the tracking info gives us. Any refused or returned packages will be refunded for the items only if they arrive back to us, and may be subject to a 15% restocking fee. Please make sure the hotel knows to expect a package as well.
Which shipping option is right for me?
We offer multiple shipping options through our website including free freight (when applicable), in store pick up, local delivery, and UPS Ground. We may choose to ship with a different shipping carrier then what you have chosen or from what was indicated at the checkout to ensure the safe delivery of your items.
UPS Ground is the quickest and most popular option. Orders on the US west coast typically arrive within 5 days of the order leaving our warehouse, and in as little as 2 days if you're in the northeast.
Economy (No Rush) Shipping is ideal for orders that weigh under 10 pounds if you're okay with waiting a bit longer. This option typically means the order will ship via the United States Postal Service or UPS SurePost, which is a combination of UPS and USPS. Orders are processed in the same amount of time regardless of your shipping option; the orders just take a few days longer in transit.
Free Freight and Flat-Rate Freight options are available on select large items such as kilns, wheels, and other large equipment.
Freight and Ground and Freight and Economy options combine the choices listed above. For example, if you are purchasing a kiln that ships for a $149 flat rate as well as a 50-pound box of clay, the Freight and Ground option is right for you!
If you are ordering a freight item, please make sure your order qualifies for free freight shipping before selecting the "free shipping" method. Failure to choose the accurate shipping method will result in a delayed shipment of your order. If you are unsure of which shipping option to select please contact us at 888-457-4236 or contact us via email.
What does the “Pick Up In Store” option mean?
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. Feel free to call before coming in to assure your order is ready. Our regular store hours are Wednesday - Saturday 9am-5pm.
What do you consider local delivery?
We do deliver in our trucks locally with a $300 order requirement (roughly 500 pounds of clay). Minimum order to Brooklyn and beyond is $400. Customers located more than 2 hours away should call for rates. The Ceramic Shop Delivery Truck can deliver up to 9,000 lbs per delivery. We currently have 2 delivery trucks: one 10' box truck with a 3,000lb limit, the other is a 16' truck with a commercial lift gate. Orders under $300 within Philadelphia area delivery would cost $49 and up to 1 hour away would cost $69. Call for details. Consult the chart for your local shipping charge.
What if I have a larger order?
On larger orders, like school orders, we may need to ship via freight companies. Any extra costs incurred from these companies may be passed on to the school. For example, limited access or special services such as in-building delivery would result in an additional fee. Please call for large shipments, 6 plus pallets or full truck loads so we can quote you an accurate price.
I got my package but not everything I ordered is here. Why?
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: When an item that you ordered is out of stock we will back order it and ship it at a later date. Our web team will reach out and let you know that it will be shipping separately and what the expected lead time is. We will usually ship backordered items through the post office. If you do not want to wait for a backordered item we can refund the amount back to your original method of payment. Backordered items will ship at no extra cost to you. The Ceramic Shop reserves the right to refund you for a back ordered item at our discretion.
Drop Ships: We have items online that we do not always 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. If you need tracking information feel free to give us a call and we will reach out to the manufacturer to get it for you. Drop ship items will usually be indicated with “ready to order” on our website.
What if there actually is an item missing from my package?
If you receive your package and you do not see a slip explaining that your order included either a back order or drop ship, 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.
What does “ready to order” mean on your website?
Ready to order means that we do not have an item in stock and it will need to be special ordered for you or drop-shipped from the manufacturer to you. It may also mean that we are currently out of stock, but the item is a frequently restocked or can be drop-shipped from the manufacturer.
I got my order and it’s damaged. What do I do?
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 is 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.
What if my tracking info reads “Delivered” but I can’t locate it?
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 or USPS 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.
What if my package is “returned to sender”?
If we receive your package back at our warehouse we will contact you to see how you would like to proceed. If you want us to resend it, you will be recharged for shipping costs. If we do not hear back from you within 7 business days, we will refund you for the goods less the cost of original shipping.
Do you ship internationally?
What does it cost to ship packages internationally?
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. If you would like a quote, please reach out to Deanna@theceramicshop.com with your full address, and we will do our best to provide you with one. In cases where the shipping cost is less than what you were charged, we will happily refund you the difference.
How fast will I receive my order if I’m an international customer?
We ship international packages through the post office, either with First Class service or Priority International. 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 be responsible for shipments lost in transit if you choose First Class.
Do you ship kilns and equipment internationally? What does it cost?
Yes, we can ship larger equipment internationally. The shipping price will vary depending on your country. Please email Deanna@theceramicshop.com with the item you would like to purchase and your full address and we will do our best to provide you with a quote. It is important to note that while we can provide you with the shipping cost, we cannot calculate the cost of duties, taxes, or any additional fees that may come up once your shipment has landed in your country, as each country has its own regulations for importing.
Does the shipping cost include the duties and taxes?
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.
Do you ship kiln shelves?
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 take great care in packing kiln shelves to ship, and 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 receive it.
I want to return an item that I ordered. How do I return an item that I no longer want?
The Ceramic Shop can take returns on items, with some exceptions. Equipment, kilns, parts, custom ordered glazes, custom decals, 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, you must call and get a return number. All items returned by mail need to include this number on the outside of the package. 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 and the original shipping costs. 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.
This glaze didn’t turn out how I wanted it to. Can I return it?
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. The Ceramic Shop reserves the right to refuse returns for items that are not defective, faulty, or as pictured.
How long will it take until I receive my refund?
Returns are processed with 5-7 business days of receiving the item.
Can I cancel my order?
If you cancel an order before receiving your shipments tracking number (meaning that it has not yet left our facility) there can be a 3% cancellation 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. We are happy to refund you in the form of store credit. This is usually 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.
Can I return 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. Please call us if you feel that there is a problem with your clay. Most of the time it is just one or two boxes. Please take note of the batch number.
An item I want is out of stock. Can I call and order it?
Yes, you can call and order items that are out of stock online. We will ship it to you once the item is available again. You will be charged shipping. We will try and give you the best estimated lead time as to when the item will be back in stock, however we cannot guarantee the exact date we will have the items available again.
Can I order an item that I don’t see on your website?
Feel free to call us if you want to order something but you do not see it online. We will do our best to see if we can get it for you.
Do you price match?
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.
Can I add an item I forgot to my order?
If your order has not yet shipped, we should be able to add an item that you may have forgotten to order. There may be an additional shipping charge, in which case you would be responsible for the cost. If your order has already shipped out of our warehouse, you will need to pay for shipping. We cannot be held responsible for any mistakes called in to add to existing orders.
Can I place a phone order?
Yes, we are happy to take orders over the phone. We will not be held responsible for any mistakes in orders phoned in.
What forms of payment do you accept?
We accept Visa, MasterCard, Discover, American Express, and PayPal through our site. In our walk-in store, we accept these as well as cash and checks. As of 2018, we are no longer accepting electronic checks (e-checks).
Will I be charged sales tax?
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. Tax will be automatically applied to your order during webstore checkout.
What is a tax ID?
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.
I have a tax ID. How can I place an order using my Tax Identification Number?
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 are tax exempt and would like to place an order through our website,we can send you a username and password that can be used for future tax free webstore orders.
Do you accept Purchase Orders?
Yes, we do accept purchase orders from schools, art centers, and government agencies. Typical terms are net 30 days. Purchase orders are a binding contract between The Ceramic Shop and purchaser that guarantees payment within these 30 days. Contact our school accounts department at 888-457-4236 ext. 403, and they will be able to set you up with an account. Purchase orders can be emailed to victoria@theceramicshop.com, faxed to 419-735-1063, or mailed to 1200 Markley Street, Norristown, PA 19401.
Payment Terms:
Customers will have to qualify for terms and can be revoked at the descretion of The Ceramic Shop LLC. Typical Terms are Net 30 Days and a Late Fee of 1.5% will be charged on day 31 and again every 30 days after until payment has been received. The finance charge will be on the entire outstanding invoice, including but not limited to all goods and services and taxes when applicable. The interest rate will not be compounding. Th
How do I receive a quote for my school order?
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. We do our best to notify our customers of any upcoming price changes, especially during the holiday season.
I ordered a kiln and I don’t have it yet. Why was my card charged?
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.
I’m a school/art center/artist/volunteer. Do you offer any special discount pricing?
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. Our prices online are very competitive and we usually cannot mark down our prices any further.
Is ordering on your website safe?
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.
Is there a minimum order?
There is a $5.00 online minimum order. You will be informed if you are not meeting the minimum.
I am having problems checking out on your website. What if I have trouble checking out on your website?
If you are getting a “decline” message on our website’s checkout page, there are a few reasons why this could happen. All credit and debit card transactions are processed through PayPal, so if your card is declined, unfortunately there’s nothing we can do to “push” the order through. We suggest you contact your financial institution. If you are getting an error message referring to “fraud services”, the most likely reason is because the Billing Address you entered is different than the address registered on your debit or credit card.
Do you offer Gift Certificates?
Yes, we do! We offer many different amounts, and you can order your gift certficate(s) by clicking here!
What is the best way to reach you if I have a question?
Emails or phone calls are the best way to reach us. While we do our best to respond to messages on social media like Facebook or Instagram, sending an e-mail tends to get a much quicker response.
What extension should I call?
Kiln Sales - 402
School Accounts - 403
Web Orders - 404
Kiln Repair - 405
Store/General Inquiries - 406
Wholesale - 407
Accounts Payable - 408
What are your hours?
Our store is open Monday through Friday, 9AM-5PM and Saturday 10AM-4PM. We are closed on Sundays and federal holidays. Our website is always open.
Do you ship orders on the weekend?
Our web team works Monday through Friday, 9AM-5PM, and as a result we do not ship orders on the weekends.
Can I change my shipping address once my order has shipped?
Once the package has left our facility we cannot change the delivery address. If you realize after your order has been placed that you used the wrong shipping address, please call us as soon as possible. If the package does go to the incorrect address, we cannot refund you until we receive the package back to our warehouse. 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.
What if I need my order by a specific date but it doesn’t arrive in time?
If you need your items by a certain date, please call us to confirm that your order can be delivered in that time, or let us know by using the “Comments” field during online checkout. If you decide to return the items because they did not arrive when you needed them, you will be responsible for the return shipping. We will refund you for the goods, less the cost of the original shipping.
Do you ship to hotels?
Yes, we can ship to hotels. Make sure that the hotel can accept guest packages. Let us know in the comments section of our checkout how long your stay will be, and we will do our best to make sure your order arrives in time. If there are any problems we will reach out to you for further instruction.
Can you fire my work for me?
Yes, we can fire work for our local customers! The Ceramic Shop has kilns specifically for firing customer work. All you need to do is bring in everything you want fired. We will load it into the kiln that everything fits best in, and then we will call you once it’s ready to be picked up. For more information about our firing service, click here! Our kilns are fired on a first come, first serve basis. If you need your pieces by a certain date, please call us and see if we have a kiln available.
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. Unfortunately, we are not able to fire work for customers that are not able to travel to our Norristown location to drop off their pieces.
How do I order clay on your website?
We sell clay in 25 pound increments. To order clay on our website, you must add a minimum of 25 pounds to your cart by entering “25” in the box next to the “Add To Cart” button. If you order less than 25 pounds we will refund you and ask that you order again. The exception to this is Amaco and SIO 2 clay, which are sold by the unit.
Do you ship clay and glaze in the winter?
Please take your location and climate into consideration before placing your order for freezable items such as clay, glazes, 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.
Can I pick up my kiln, wheel, or other equipment from your Pennsylvania location?
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.
What about warranties?
Warranties on kilns and equipment are standard to the manufacturer's listing. If there is a problem with equipment that you purchased from us, we will put you in contact with the manufacturer to move forward with your 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.
Can you install my kiln?
If you purchase a kiln and are within 2 hours of Philadelphia, we can deliver and install the kiln ourselves! For installation pricing, click here. Call us for pricing on travel time for installation, as well as installation of 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.
I ordered a kiln -- now what?
Flat Rate shipping: We charge a flat rate to you to make things easy. The actual charge is typically more than what we have charged, however, we pay the difference. There are times when additional charges may be required. If your address is extremely rural and freight companies can not get to you, you may be charged extra or have to pick up your kiln at the nearest freight dispatch center. There will be additional charges when your ship to destination is not within the contiguos United States. You will have additional charges when living on an Island. The flat rate will cover the cost to the nearest freight shipping point for your specific address. Typically freight forwarders are used to bring the shipments onto your island via ferry. We can help facilitate this. Obviously, Hawaii and Alaska require additional shipping costs.
Most kiln manufacturers build kilns to order based on the electrical specifications and upgrades that you need. If you order a kiln online, you will be charged when you click “submit order.” Many of the popular kilns we may have in stock and will contact you ASAP to let you know. You can also call us directly to confirm our inventory. If it is not in stock - On average you can expect your kiln to be ready anywhere from 4 weeks to 6 weeks (approx.). While it would be wonderful if we got weekly updates about the status of your kiln, our kiln manufacturers do not offer us such a luxury. If you do not hear from us in the allotted 4-6 weeks, that does not mean that something is wrong. Additional shipping charges can occur for numorous reasons, one being redelivery. Addresses that are determined by the freight company to be difficult can be charged additional .
Do you keep kilns in stock?
Yes we do! The Ceramic Shop has the most popular kilns in stock in our warehouse. If you are in a hurry to get a kiln, feel free to call us and see what we have available, and we can ship it to you with far less of a lead time.
Do kilns ship direct from the manufacturer?
Some kiln manufacturers ship directly to us, and some drop ship directly to your address. Regardless, you will be notified when your kiln ships with the Pro Number (tracking number) and instructions on how to receive your delivery. The freight company will contact you to set up a delivery date and time. It is important to note that if you do not schedule your kiln delivery in a timely manner and the freight company charges additional storage fees, 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.
Will the trucking company put my kiln inside of my house?
It is not the responsibility of the trucking company to do anything but deliver the kiln to your address at the curb. Some companies will offer an option for inside delivery, however, this would really only apply to bringing it inside your garage, not carrying it down into a basement. Our shipping rates/flat rate options on our website are for drop-off only. If you want your kiln delivered inside your home or studio, you are responsible for any additional costs.
I live on a dead end street/narrow road/top of a mountain. Will a truck be able to get to me?
Any address that a tractor trailer could not get to is considered limited access, meaning that special accommodations may need to be made by the shipper as well as the trucking company.
I live in a limited access area. What do I do?
If you know that your address is a limited access address, meaning that a tractor trailer would not be able to fit, please let us know when when you place your order. There may be additional shipping charges for this circumstance.
What is a lift gate and do I need one?
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.
How do I receive my freight delivery?
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.
What if there is damage to my freight 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.
What if I notice the damage after the driver has left?
If freight damage is not noted on delivery receipt, then any damage discovered later is considered suspect and will likely NOT be covered. Concealed damages have a reporting period of five business days after delivery date. In the instance a concealed damage claim is approved, the freight company is only liable for a minimum of 30% of the damage and it can take up to 80 business days to be reimbursed for the claim amount. 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 receiver in any way possible with recommendations on repairing damages to the kiln.
How can I save on freight costs?
The Ceramic Shop will offer a $100 credit towards future purchases if you have your kiln or large equipment shipped to a business address with loading dock or forklift. Or, if you are shipping to a business but still need a lift gate, we will offer a $50 credit. If neither of these options are available to you, you can have your order shipped to your nearest freight dispatch terminal and pick it up yourself with a pickup truck or large utility vehicle, and we will happily give you the $100 credit. For more details, click here.