Shipping, Cancellations & Returns

Free Shipping For Orders >$50

At Soul Ceramics, we know how annoying it can be when you are hit with hidden costs and fees when you purchase items online. That's why we offer FREE SHIPPING* on all standard orders over $50 through Soul Ceramics.

We even cover extra costs such as lift gate service, so the price you see is the price you pay!

If your order is less than $50, our shipping cost is a low flat rate of $10.

* Non standard orders include shipments outside of our standard shipping range. Soul Ceramics reserves the right to inform you of shipping costs before orders are finalized.

Order Confirmation

Immediately after placing your order you will receive an order confirmation email from Soul Ceramics, which means we received your order in our system and pre-authorized your credit card for the purchase. We will confirm that the item is in stock and available for immediate shipment.  If your item is out of stock or otherwise unavailable we will void the pre-authorization and contact you immediately. If your item is in stock and available we will process the payment and submit the order for shipment.

Order Tracking

Immediately after your order is shipped you will receive an email containing shipment tracking information. This can be used to follow your shipment on the carriers website.

Track USPS Order

Track UPS Order

Track FedEx Order

Track R+L Carriers Order

Track SAIA LTL Freight Order

Order Shipment

We Ship UPS, FedEx, USPS Priority, R+L Carries, & SAIA LTL Freight

Orders are shipped via UPS Ground, FedEx Group, USPS Priority Mail, R+L Carriers, & SAIA LTL Freight to street addresses in the USA. Please allow an additional 2-5 days for transit time. We will determine the best carrier for the products you order and ship accordingly.  We're sorry, but we do not ship outside of the USA. UPS does not deliver to PO Boxes, and all orders going to a PO Box must be shipped via USPS Priority Mail. 

In most cases, we will automatically request the shipping company to require a valid signature at delivery. If signature is not required at delivery, we will not be held liable for shipments after they are confirmed delivered by the shipping company. We will notify you of any delays to your order as soon as we are aware of them. 

Changes to shipping address

The customer is solely responsible for providing Soul Ceramics with an accurate shipping address and contact information upon order placement. The customer will have an opportunity to correct this information as needed at any time prior to our shipping of your order.

If a change to the shipping address is needed, the customer will be solely responsible for any additional charges related to rerouting or reshipping the order as needed.

Freight Deliveries

Larger products such as most kilns and production pottery wheels will be shipped via freight. Your phone number will be provided to the freight shipping company. Once your kiln has shipped and has arrived at the destination terminal, the freight company will call you to arrange a delivery window that works for you.

If you are unreachable for more than 5 days, the order will either need to be shipped back to the manufacturer or held for storage. At Soul Ceramics, we are happy to provide the initial shipping for free on many orders; however, if this situation arises where you are unreachable - you will be responsible for whatever the extra charges (eg: Storage fees, extra shipments, etc.) amount to.

If you have any upcoming travel plans, please let us know and we'll be happy to work with you to ensure your order ships out after you have returned.

To ensure a smooth delivery experience, kindly note that it's important to inform us of any unavailability to receive your order. If we're not informed and your package needs to be returned, it may be subject to a reshipment fee.

Shipping Speed

The arrival date listed on our product page is for informational purposes only and is not guaranteed. While we will make every effort to have the product delivered on this date, we cannot guarantee timing due to events that may occur outside of our control.

For freight deliveries, please note that an appointment is always required. If the carrier has not yet called you to schedule a delivery appointment, you will not receive your order. In order to make the process smooth for yourself, please do not make any arrangements with third-parties (Contractors, movers, electricians, time-off with work, etc.) until an appointment has been made and confirmed by the carrier.

Soul Ceramics will not be held responsible for carrier delays or missed appointments as these are entirely out of our control. We are happy to assist you in any way possible to ensure your delivery is made in a timely manner or to facilitate any other communication to the carrier.

Specific shipping policies and times will depend on the manufacturer and warehouse location. Please contact our customer support to get the most accurate information on the current lead-time.

Damages

Please inspect the packaging of your items when they arrive - on occasion, damage does happen on a freight shipment and it is important that you refuse shipment and make a note of all of the damage. If your items do arrive damaged, please send photos to team@soulceramics.com and we will process an insurance claim on your behalf. If shipment is not refused on sight of damage, we are unable to process a claim with the manufacturer. Do not sign for damaged goods. All kilns are FOB origin, meaning the carrier has ensured the product left the origin in good condition. If you sign for damaged goods, you are assuming responsibility - Open all containers and inspect your packages before the carrier leaves and you sign!

You have the option of refusing delivery if the freight appears to be damaged. Check the count of the items ordered, and note on the carrier's delivery receipt any shortages. If any damage appears on outside of package, have the driver inspect the packages and note on the carrier's delivery receipt the damage. Immediately after delivery, open all cartons to determine if there is any concealed damage.

Retain all damage items with their packaging.
Call carrier to report damage and request an inspection within 24 hours. If a call is made later than 36 hours, the carrier can deny your claim.
Confirm call in writing by registered mail and keep a copy for your records.

Make sure the damaged items have not been moved from the receiving area prior to discovery of the damage. Allow the inspector to inspect damaged items, cartons, inner packing materials and freight bill. Be sure to retain your delivery receipt, it will be required as supporting documentation when a claim is filed. Once the inspector has filled out the inspection report, read it carefully and make sure you agree with the report. Unless repairs will be completely satisfactory, be sure the inspector requests replacement on the inspection report otherwise a new item cannot be ordered to replace what can be repaired.

Continue to retain damaged merchandise even though the inspection has been completed. Damaged items cannot be used or disposed of without written permission from the carrier. Do not return damage items to the shipper without written authorization from the supplier. If damage items are picked up by the carrier for salvage secure the receipt.

If a shipment is refused and there is none, restocking fees will be incurred. This will be decided at the sole discretion of the manufacturer.

Soul Ceramics LLC and all manufacturers will not be held financially responsible for any damaged goods that have been signed for.

Cancellations

Upon charging an order, we are responsible for payment processing fees that are not returned to us if an order is refunded.

If you cancel your order prior to charging your payment method, we are able to void your payment and your card will not be charged.

Should you desire to cancel after your order has been charged, your refund will be less a 5% administration fee.

For orders that include a product with a lead-time, we provide a 24-hour grace period prior to charging your order so that you are able to review the most recent information regarding the lead-times and speak with our customer service.

For orders that include made-to-order items (eg: not in-stock kilns), there may be an additional fee from the factory to cancel your order if production has already begun. In this case, we will do our utmost to negotiate a reasonable cancellation fee, but it could be upwards of 25-50% of the purchase price.

Cancellations that are made after shipment, but before delivery will be treated as a return. Please see information regarding returns below.

Discounted / Promotional Items

If you've received a discounted or free item based on the purchase of other items (eg: Buy X Get Y Free), but cancel the item the discount was based on - your refund will be less the retail cost of the item(s) given for free.

Returns

Equipment + Their Accessories (Kilns, Pottery Wheels, Furniture Kits, etc.)

Because of differing warranties and manufacturer policies returns are reviewed on a case by case basis. Any concerns must be submitted to us by email or telephone within 15 days from the date of purchase or 2 days from the date of receipt, whichever comes first.

If a return is approved, the purchaser must obtain a Return Authorization number prior to returning the item. The customer will be responsible for all freight costs and a minimum of 25% restocking fees (Large models, oval models, non-standard voltage, 3-phase orders, or any custom features are likely to be 50% due to their low demand). All applicable freight charges, any damages incurred to product and all applicable repair charges are the buyers responsibility.

The buyer must ensure that the shipping address is correct when placing an order. The buyer will be responsible for items that are returned to the wrong location.

If you open a chargeback rather than communicating with us, you forfeit your right to return your order.

Please notify us of refused shipment so we may process your account credit once the item has been received in good condition in re-sellable packaging. Used items will not be considered for returns. If you fail to notify us of a return in writing, do not receive authorization to do so, or if the product is returned in unsatisfactory condition, we will not process the credit. If the purchaser refuses a shipment, the purchaser will also be responsible for the cost of the return shipping. No exceptions will be made. We will not refund packing or shipping charges. The buyer agrees to accept the seller's decision.

The purchaser agrees that they will abide by Soul Ceramic's decisions regarding any return, cancellation or damaged items matters and that any exceptions to the purchase agreement regarding such matters is the sole right of Soul Ceramics. 

Other Items (Glazes, Clays, Tools, etc.)

We do not accept returns on these items. If an error on Soul Ceramic's part has been made, we will issue you a full refund.

Refunds

We are happy to provide a refund whenever the need arises. Please see the above information regarding cancellation fees, restocking fees, and return shipping should they be applicable to your situation.

Refunds will only be issued to the original payment method that was used when placing the order.