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By clicking the agree statement on the order confirmation page, you agree to the terms noted here.

All orders will be shipped UPS, or US Post Office whenever possible or as chosen upon checkout. Larger items will shipped via LTL trucking. Read more about Trucking below.
 
By Choosing the type of shipping for your order, you agree to the policies concerning delivery of your order as stated by the carrier's website. Saturday delivery is not available.

Remember, UPS WILL NOT deliver to P.O. Boxes and must have a physical street address.  A full street address and phone number is always required. 

Customer will be charged actual UPS/postal shipping rates plus a $2.95 order packing & handling fee.
 

Shipping & Handling charges are all non-refundable.


Address correction charges by UPS are the responsibility of the person supplying the ship to address. a $12.00 per package correction charge will be charged to the credit card used to make the purchase. Incomplete, missing apartment #, incorrect street number or zip codes will all incur this fee.

All international orders and their shipping charges must be prepaid in U.S. funds. Call, write, or Fax in advance to obtain a quote for the total cost of the order and shipping. All duties/import fees/border fees are the sole responsibility of the customer.

 

If you receive the wrong item in error, we will send a replacement by UPS Ground, and include a pre-paid label to return any incorrect items.

Backorders -

While we maintain a large inventory, some items may be out of stock and will require backordering.  We will notify you, the customer of the situation, so that a choice can be made to ship the full order or partial shipment. We may bill backorders separately, and bill what is shipped.

 

Shipping/Freight Damage -

Clay Planet’s responsibility for damage to your shipment ends when the shipping company accepts the shipment/package for transport. Examine your order for loss or damage immediately upon receipt - in the presence of the delivery company if at all possible. If loss or damage is determined, notify the shipping company immediately, and request a claims adjuster to make an immediate inspection if needed. Clay Planet will support your efforts, but we do not freely replace product lost or damaged by a shipping company. This is the shipping company’s legal responsibility to replace.

 

Refused & Returned Shipments

All shipping returns must be pre-approved by Clay Planet. The return will be inspected by Clay Planet and if in satisfactory condition, we will issue a credit within 72 hours. A 20% restocking charge will be charged on all returns due to a customer ordering error or any issues not caused directly by Clay Planet.
 
The customer is responsible for freight (both ways) on any shipment refused or returned for any reason. All “collect” shipments to Clay Planet will be refused.

What You Need to Know about Trucking Companies

1) LIFT GATES

Shipments to residences usually require a lift gate, as most houses do not have high freight loading docks or forklifts. You will be charged for the liftgate fee when you order a kiln or large equipment, and this will be noted on the bill of lading. If it is not noted on the bill of lading and you need the lift gate, there will be an additional redelivery charge.

Will you need help unloading the kiln upon delivery? Freight companies do not normally offer any such uncrating or merchandise, so make sure you have enough people to help unload the kiln from the pallet or crate it arrives in.

2) DIFFICULT ACCESS LOCATIONS

Do you live where a large tractor trailer would have difficulty maneuvering? Examples: a half-mile gravel driveway, narrow or dead-end streets, sharp turns, power lines too low for a truck to get through. Notifying the trucking company of this in advance will prevent extra costs and headaches. They WILL charge you a limited access fee if too difficult.

There are several options for a delivery to a difficult location: 1) Meet the tractor trailer at the end of the street. 2) Pick up the kiln yourself at the freight terminal, which will also save you the residential delivery fee. 3) At the time of order, specify that you will need a small box truck for delivery.

3) DELIVERY POINT IS THE CURB

Most trucking companies will deliver a crate only to the curb. It is the customer’s responsibility to move the crate into the house or garage. Most companies offer inside delivery for an extra charge. With a little kindness and monetary appreciation, the driver may place the crate closer to the house or garage.

RECEIVING FREIGHT SHIPMENTS

We pack all our kilns for truck shipment in carrier-approved crating. We ship hundreds of kilns a year, and only a small percentage may be damaged in shipment. Our terms of sale are F.O.B. shipping point, meaning that title to these goods passes to you when the carrier receives the goods at our plant. If any part of the shipment is damaged, report the damage immediately to the transportation company. Here are some tips on how to receive freight shipments:

1) COUNT THE NUMBER OF PIECES.

The number of pieces in the shipment is noted on the bill of lading. Make sure you received all items.

2) IMMEDIATELY INSPECT THE KILN AND CRATE FOR DAMAGE.

3) DO NOT SIGN THE BILL OF LADING CLEAR UNLESS YOU HAVE UNCRATED THE KILN AND INSPECTED IT.

The driver is normally in a hurry and puts the paper in front of the customer to sign. Signing it clear with no damage noted makes any freight claim difficult to process. If the driver will not wait for you to open and inspect the kiln, sign the bill of lading with the notation “SUBJECT TO INSPECTION. DRIVER REFUSES TO WAIT.” This statement offers you more protection if hidden damage is discovered later. Then inspect the kiln completely as soon as possible so if there is damage, the trucking company can be notified quickly.

VISIBLE DAMAGE FOUND AT TIME OF DELIVERY

You have the choice of refusing or accepting a damaged shipment. If the damage is major, refuse the shipment. Have the driver note the nature and extent of damage on the carrier’s copy and the delivery copy of the freight bill. Save your copy. We will file the damage claim for refused shipments and arrange to send you another kiln.

If the damage is minor and you can arrange to have damaged parts replaced, consider accepting the shipment. If you do accept it, you will be responsible for filing a damage claim.

Note the shipping damage on the bill of lading. Do not write "Carton damaged." Instead, describe the damage. For example, “Wood on left side of crate completely broken.” You must leave the damaged goods in the original shipping container. Do not unpack the crate or fire the kiln.

Then notify us immediately. We will either complete the claims process ourselves or assist you with it. Take pictures of the damage and send these to Paragon so we can assess the damage.

Contact the carrier immediately for an inspection of the goods. Write down the name of the person you speak to and the time and date of your phone call. After the inspection, carefully read the inspection report. Get a copy to support your claim. File the claim as quickly as possible, even if you have to estimate the dollar amount of damage.

You must request an inspection within 24 hours. If you call the carrier later than 36 hours, they may deny your claim.

CONCEALED DAMAGE FOUND LATER

When you find concealed damage after the driver leaves, the trucking line ordinarily pays only a fraction of the cost of shipping damage. This is why it is important to inspect the kiln while the driver is waiting or to include the notation “SUBJECT TO INSPECTION. DRIVER REFUSES TO WAIT” with your signature on the bill of lading.

Note the shipping damage on the bill of lading. Do not write "Carton damaged." Instead, describe the damage. For example, “Wood on left side of crate completely broken.” You must leave the damaged goods in the original shipping container. Do not unpack the crate or fire the kiln.

Then notify us immediately. We will either complete the claims process ourselves or assist you with it. Take pictures of the damage and send these to us so we can assess the damage.

Contact the carrier immediately for an inspection of the goods. Write down the name of the person you speak to and the time and date of your phone call. After the inspection, carefully read the inspection report. Get a copy to support your claim. File the claim as quickly as possible, even if you have to estimate the dollar amount of damage.

File the claim as quickly as possible, along with a copy of the carrier’s inspection report. If necessary, estimate the amount of damage. After reporting the damage, the claim must be filed within 14 days, depending on the carrier.

You will need these documents to file the freight claim: 1) carrier’s damage claim form 2) Our invoice 3) bill of lading showing the notation describing damage 4) paid freight bill 5) carrier’s inspection report 6) invoice for repair.

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