Shipping & Exchanges
We’ve gathered some frequently asked questions about shipping and exchanges, but don't hesitate to call us at 415 361 5552 x12, start a chat, or email customerservice@heathceramics.com.
Customer Service
Live Chat
In a hurry? Click on the chat icon in the bottom right corner to reach us. We're available Mon–Fri from 8–4 PT.
CONTACT CUSTOMER SERVICE
customerservice@heathceramics.com
415 361 5552 x12
Mon–Fri from 8–4 PT
For press inquiries, please contact Hello PR at heath@helloprgroup.com
Shipping Overview
How have shipments been impacted by Coronavirus and California's Shelter in Place order?
The safety of our team is our number one priority. While we're doing everything to ensure packages arrive to our customers in a timely manner, we do so only with great precaution. Entering our facility, our employees wash hands, record their temperature, and put on face masks and gloves. While inside, surfaces are sanitized frequently and individuals remain 6 feet apart. We're pleased that these procedures allow us to continue shipping orders with minimal delays of roughly 1 week. Thank you for your patience and support.
How do you ship?
Orders are shipped via UPS Ground and ship within 2–3 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.
Domestic Shipping Fees:
$10 ground on orders up to $75
$14 ground orders $76 to $150
$18 ground on orders $151 to $450
$30 ground on orders $451 to $750
$45 ground on orders $751 to $1000
$75 ground on orders $1001+
Wallpaper samples and gift cards ship free, and occasioally,lightweight items may incur a lower shipping rate.
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 at customerservice@heathceramics.com 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.
Will you gift wrap my order if I include a gift message?
We don’t offer gift wrapping for shipped orders, since the safety of your products is our number one priority in how we design our packaging for traveling. To securely pack shipments, we use Expandos, which are triangular box fillers made from post-consumer chipboard. They’re fully recyclable, as are the cardboard boxes used to ship your order. Expandos work exceptionally well to deliver ceramics safely, with minimal waste, but don't mix so well with gift wrap—one cuts the other. Read more of our Shipping Philosophy here.
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 an EXCHANGE FORM. Please contact Customer Service to request the exchange form, 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.