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Customer Service

Our Customer Service team are real people to help answer your questions seven days a week in Northern California. We’ve pulled together some of the most frequently asked questions below; for specific products, select from the menu on the right. If you don’t find your answer, give us call, start a chat, or send us an email.

 

Customer FAQ

Where can I buy Heath Ceramics products? 
We sell our products in our four California Showrooms and through our website.


The item I want to purchase is out of stock. When can I expect it to be available? 
Items come back into stock in usually 2–3 weeks. This time frame may be longer during the month of December.


Where can I find more information about Heath history?  
Check out our timeline of Heath history here.


Can you tell me what my vintage Heathware is worth?  
We do not offer appraisals for vintage items. We suggest looking at Laguna Pottery, eBay, and 1st Dibs for comparison of vintage Heath sales.


Can I take a tour of your factories?  
Yes! We offer tours in Sausalito and San Francisco


What’s your warranty on Heath Ceramics products? 
We warranty our ceramic tabletop products for up to one year from purchase for proven defects in manufacture. If you encounter issues with your Heathware, please email or call Customer Service with details and we will help resolve the issue.

For information about quality and care of our ceramic products, click here. To learn more about Product Safety for our ceramic products, you can read more here.


Shipping Overview

 

How do you ship? 
Orders are shipped via UPS Ground and ship within 1–2 business days, with exceptions for furniture, rugs and wallpaper. Expedited orders placed on Saturday & Sunday will ship on Monday, and are dependent on inventory. You will receive an email notification with a UPS tracking number when your order ships. We do not ship to APO or PO Boxes due to UPS shipping restrictions.

 

Do you ship internationally? 

Yes! International shipping rates vary according to destination country. International tax and duties are not included in our shipping cost; the recipient is invoiced for this once the shipment reaches its destination. Contact us with your shipping address, order details, and estimated cost for a shipping quote


What about shipping for furniture, rugs, or wallpaper?  
Due to the made-to-order nature of most furniture, rugs, and wallpaper, lead times vary (listed in their product descriptions). Take a look at the FAQ for the Nomad Collection and Heath for Hygge & West wallpaper (wallpaper samples ordered online ship for free). Don’t hesitate to call us if you still have questions.


How do you pack my order?   
We use fully recyclable ExpandOS for our packaging to eliminate plastic and Styrofoam waste (you can recycle ExpandOS with your regular paper or cardboard recycling). Sensitive hands, be mindful — some ExpandOS have sharp edges.


What if something in my order broke during shipping?  
Any breakage in shipment must be reported to Heath Ceramics within 5 days of receiving the shipment. Please email Customer Service with your transaction number or packing slip number and a photo of the breakage. A photo is necessary to reship your product.


Can I receive my order through the UPS Access Point network?  
In major metropolitan areas, the UPS Access Point network now offers local parcel retrieval if UPS is unable to deliver on the first attempt. UPS will leave a note indicating location and time for pickup (customer photo ID is required). You can also enroll in UPS’s free My Choice program to reroute your packages to an Access Point site in advance.


Exchanges

What’s your exchange policy? 
We are happy to exchange items within 30 days of purchase for store credit or exchange only, with some exceptions (see below). We cannot offer refunds. Please ensure items show no signs of use. 

Please note that all web specials, furniture, and rug sales are final sales and cannot be exchanged. For wallpaper queries, please contact Hygge & West directly. 

We are unable to process exchanges during our Open Studios and Annual Sale event in late November (sign up for our newsletter to receive updates about Open Studios). Items brought in for exchange or store credit during this period will be issued an exchange authorization number and a store credit will be mailed to you within 3–5 business days.


How do I complete my exchange? 
All exchanges sent back to Heath Ceramics must be accompanied with a receipt or original packing slip and this EXCHANGE FORM. Please contact Customer Service to request your Return Authorization number and have your proof of payment handy. 

Exchanges in store must be accompanied by proof of payment. Exchanges without proof of payment will be processed at factory seconds pricing.


What if my exchange breaks during shipping? 
Heath is not responsible for any damage that occurs when return shipping so we strongly encourage you to pack the items well and ship via a trackable carrier. Please note shipping costs are non-refundable.  


Privacy Policy

What happens to my personal information? 
When you submit the order form and the contact form, we collect personally-identifiable information to help us fulfill your order and help serve you better. Information we collect includes your name, e-mail address, physical mailing address, phone number, and order history. We do not maintain a record of your credit card information.

We also use your personal information to communicate with you, including our newsletters and event invitations (from which you may opt out) and other communications related to your order.


Do you share my personal information? 
Heath Ceramics does not share your personal information with any outside parties. If you have any questions, please contact Customer Service. 

 

 

PRODUCT FAQS

DINNERWARE

DINNERWARE

TILE

TILE

WALLPAPER

WALLPAPER

RUGS

RUGS

JACOB MAY FURNITURE

JACOB MAY FURNITURE

HEATH + STEIN BAGS

HEATH + STEIN BAGS

REGISTRY

REGISTRY

 

LIVE CHAT

In a hurry? Chat with us. We're available 7 days a week, from 9 am – 4 pm PST. 

 

CONTACT CUSTOMER SERVICE

customerservice(at)heathceramics.com
415 361 5552 x12
Mon–Fri from 9–5 PST
Sat, Sun from 8–4 PST

MEET THE TEAM

We love what we do and we’re here to help. Our knowledgeable Customer Service team works hard to connect you to the information you need.

 

PRESS INQUIRIES

For press inquiries, please contact
Olivia Lugarini, PR Consulting LA.
olivia(at)la.prconsulting.net
323 461 1400


new & noteworthy

Heath + Stein

Introducing the softer side of Heath

Heath + Stein

Winter Seasonal Collection

September 29, 2016 — April 1, 2017

Winter Seasonal Collection

Skinny laMinx Dimensional Collection

Inspired by Heath’s iconic tile shapes

Skinny laMinx Dimensional Collection