Back-Orders and Out of Stock:
Our goal is to have all items in stock at our warehouse and ship all orders complete. However, there are times when we do not have a item in stock or becomes unavailable. We will contact you for a substitution or update you when the item is expected to be back in stock.
The Potter's Shop ships out small ground packages either UPS or USPS. We determine the carrier by the lowest costs and shortest transit time. Orders shipping through UPS or USPS will ship in 1-2 business days. Please contact us if you need an order expedited (additional charges may apply). Large and heavy pallet orders have a longer lead time dependent on available stock and delivery scheduling; please contact us if you need a specific delivery date.
Large and Heavy Pallet Orders:
For large and heavy orders, we ship anywhere in the US by freight truck (150-2850 lbs) or locally with our TPS sprinter van (150-2000lbs). Charges vary depending on location, and fork lift access. Residential orders shipped via third party freight will be delivered to the end of your driveway. It is best to contact us for shipping options and a delivery timeframe for large orders or big equipment.
Although we package items as carefully as possible, damage does occur occasionally. If your ground shipment is found to be damaged, please call or email us right away. Take pictures of the original packaging before unpacking your items. Damages MUST be reported to us within three (3) days of receiving your shipment NO EXCEPTIONS. We can not guarantee an insurance claim if these steps are not followed. Damage must be noted on the bill of lading before accepting the shipment. You will need to take detailed pictures of the damaged pallet right away. Do not let the truck driver leave without documenting the bill of lading and taking pictures. Let the driver know you want to file a claim on the spot. Your insurance claim will be denied by the trucking company if you do not follow these guidelines.
Kiln shelves, posts and large equipment are subject to a packaging fee to protect them during shipment.
We are not responsible for damage to products in cold climates. Shipping carriers do not offer protection against freezing on ground shipments. Please plan your orders accordingly to avoid freezing weather.
Return on all other items will be accepted within 30 days of purchase, with a receipt, unopened, and in good condition. No Returns or Exchanges after 30 days, this includes clay. Please inspect clay when you get home or receive shipment for any issues.
Any returns of merchandise purchased with a gift certificate will only be refunded in the form of store credit. No cash, check, or credit card refunds will be issued in exchange for merchandise returned on gift certificate/store credit funds. No Exceptions.
All kiln, pottery wheel, gift card, and special order sales are final. Any faulty equipment must be reported to the manufacturer for warranty service in 15 days.