Shipping & Exchanges
We’ve gathered some frequently asked questions about curbside pickups, shipping, and exchanges, but don't hesitate to call us at 415 361 5552 x12, start a chat, or email firstname.lastname@example.org.
Shipping Order-By Dates
When should I order by to receive my package before February 14th?
February 2 - East
February 4 - Mid
February 5 - West
When and where is Curbside Pickup available?
Curbside pickup is available at our San Francisco and Sausalito locations.
San Francisco: 2900 18th St, between Florida St. and Alabama St. Tuesday–Saturday, 12–4pm.
Sausalito: 400 Gate 5 Road, 94965. Wednesday–Sunday, 12–4pm.
Pickups will still be possible outside of curbside hours, if the showroom is open, but you will need to enter the showroom to retrieve your order. Please read our guide about what to expect before visiting a showroom.
How do I select Curbside Pickup?
During online checkout, you’ll have the option to choose your delivery method. Select UPS shipping or Curbside Pickup. Note that certain “Special Order” items are not currently eligible for Curbside Pickup, because they ship directly from our vendors, not from our warehouse. If you have any Special Order items in your cart, Curbside Pickup will be disabled as a Delivery Option.
What is the cost for Curbside Pickup?
There’s no additional cost for Curbside Pickup, and it saves the cost of shipping (for you and the environment).
How will I know when it's time to come pick up my order?
You’ll receive email notifications about each step (three in total). First, you’ll get an order confirmation after you place your order. Next, you’ll be alerted that your order’s being carefully packed in our warehouse. Finally, we’ll email you once you’re able to swing by curbside pickup. You can stop by anytime during our open hours.
How long do I have to pick up my order?
We’ll hold your order for two weeks at our pickup location, and if we don’t hear from you we’ll refund any abandoned orders and return the merchandise to our warehouse. Before refunding any orders, we'll reach out via phone and email.
Where do I pick up my order?
Pickup locations are designated for each showroom and will be included in your purchase confirmation emails.
For San Francisco pickups, navigate to 2900 18th Street, 94110.
For Sausalito pickups, navigate to 400 Gate 5 Road, 94965.
What happens once I get to the designated pickup spot?
Pull your car up safely to the curbside pickup loading zone and call the number on the sign (when we email you that your order is ready for pickup, we'll include the phone number). Let the curbside pickup team know you’ve arrived and they will pull your order for you to load into your vehicle. Your order will be packed securely in sealed boxes or bags, ready for transport. The entire pickup experience will be outdoors, contactless, and prompt, for everyone’s safety and well-being. Don’t forget your mask!
How do I exchange an item received through Curbside Pickup?
Unfortunately we can’t currently process any exchanges at your pickup. Customer Service is your resource to help identify the best way to complete a return or exchange. We have extended our exchange window to 45 days to give you some extra time during this period. Please reach out to them at 415 361 5552 x12 or email@example.com.
Why are Curbside Pickup orders not available immediately?
It takes us a few days to process your order depending on how many other orders are in progress. Our factory and warehouse team are moving as quickly and carefully as possible while following a new set of safety guidelines. Because orders are fulfilled in our warehouse, not in our showrooms, they must be brought to the pickup location, which takes extra time.
Where are Curbside Pickup orders fulfilled?
All orders, curbside and otherwise, are fulfilled directly from our warehouse, not from our showrooms. The occasional large or bulky item may need to be picked up directly from our San Francisco warehouse. If this is the case for your order, our Customer Service team will reach out directly.
Are any items not eligible for Curbside Pickup?
Special Order items (any product with a shipping lead time, like 6-12 weeks) are typically made-to-order and ship directly from the maker, so we are not able to offer them for Curbside Pickup. Additionally, certain bulky items may need to be picked up directly from our warehouse, rather than from a showroom. If this is the case for your order, our Customer Service team will reach out directly.
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 safely ship orders within 3 days of being placed. 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 and are calculated after you enter your 'ship to' address during checkout. International tax and duties are not included in our shipping cost; the recipient is invoiced for this once the shipment reaches its destination. If you do not see your country on our list of 'ship to' destinations, contact us at firstname.lastname@example.org.
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.
What’s your exchange policy?
We are happy to exchange items within 60 days of purchase for store credit or exchange only, with some exceptions (see below). We do not offer returns or refunds. Please ensure items show no signs of use.
Please note that all Final Few, furniture, and rug sales are final sales and cannot be exchanged. For wallpaper queries, please contact Hygge & West directly.
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.