Policies & Shipping

Damages & Shortages

Damages

We will no longer issue credits on damages but instead issue a refund on your payment method used at checkout.  We simply ask that you fill out the webform found on this website here --> Customer Care Web Form. It can also be found on the home page under Customer Care.  Please select the "damage" category, fill out completely, and include photos. We ask that all damages are reported within 1 week of receiving your order. We will refund you within 24 hours Mon-Fri. after receiving your request.  You will receive an automated email with the refund details. Please allow 2-4 days for the credit to appear back on your account. If we feel a customer is taking advantage of this policy we reserve the right to change on a customer to customer basis.

Shortages

If for some reason we are unable to fulfill an item or items in your order we will issue a refund back to your original payment method.  You will be notified automatically by email.

Shipping

Local Pickup

Local pickup orders require 24 hours for processing as noted on the order confirmation sent by email immediately upon check out.

FedEx Freight or FedEx Ground

We will determine between shipping FedEx Freight or FedEx Ground based on many factors.  If you prefer FedEx Freight delivery we recommend ordering $800 or more.  Orders less then $800 will sometimes ship FedEx Ground instead of freight.

Costs & Fees

We do not have a minimum order dollar amount.  We will ship your order free of charge for all orders* over $599 for continental USA and all orders over $1,000 for Canada.  When your order is fulfilled you will receive an automated email with tracking information.  Please check your spam or junk email. All orders under $599 will be charged the following:  

$0-$50 ... $15

$50.01-$100 ... $20

$100.01-$200 ... $25

$200.01-$300 ... $30

$300.01 - $400 ... $40

$400.01 - $598.99 ... $50

*Note: Free freight applies to bisque, color, and most accessory items. Kilns do not qualify for free freight and a shipping charge will be assessed and communicated to you prior to shipping.

Shipping Times

All orders received by 12pm EST will ship the same day. During heavy sales and/or volume periods, shipments can be delayed.  We ship orders out Mon. - Fri.

Express Shipping

There will be an option at checkout for FedEx Express Shipping.  The options and charges will be visible to you at checkout.  It is important to note that these express options do not deliver on weekends but instead Mon.-Fri. All Express orders placed before 12pm EST will go out the same day.  FedEx definitions of their Express options:

FedEx 2 Day Am - You get delivery in 2 business days by 10:30 a.m. to U.S. businesses and by noon to residences.

FedEx Priority Overnight® - You get delivery the next business day by 10:30 a.m. to most businesses in the contiguous U.S. and by noon to residences and 4:30 p.m. to some rural areas.

FedEx First Overnight® - You get delivery the next-business day by 8 a.m., 8:30 a.m., 9 a.m. or 9:30 a.m. to most areas. Additional extended delivery locations are guaranteed up to 2 p.m.

Special Orders

We no longer special order items with the exception of Kilns and Kiln Parts.  Please email Dean Saether at Dean.Saether@ChesapeakeCeramics.com

Restocking Fee

A 25% restocking fee will be assessed on all canceled orders that have been pulled and processed for shipping prior to cancellation. A Restocking fee will be applied to returned items at the discretion of Chesapeake Ceramics.