Shipping & Returns

The following are the last dates to place your order to ensure your package arrives on time. However, the earlier you get your order in, the better!


Shipping Order-By Dates
Please refer to the zoning map above.

New Year's Eve
Hawaii, Alaska, US Territories & East: December 17
West: December 18
CA: December 19

In-Store Pickup Order-By Dates
Please note that In-Store Pickup is not available in Austin and the Ferry Building.

Christmas
Sausalito: December 22
San Francisco: December 22

New Year's Eve
Los Angeles: December 26
Sausalito: December 29
San Francisco: December 29

Orders in the 48 contiguous United States are shipped via UPS Ground, usually within 5-7 business days, with exceptions for furniture, rugs, and made-to-order tile. You will receive an email notification with tracking information when your order ships. We do not ship to APO or PO Boxes due to UPS shipping restrictions.

Gift cards ship free, and occasionally, lightweight items may incur a lower shipping rate. Our mainland US shipping rates are determined by the order's subtotal (before any discounts) and what region it is shipping to. Please note that orders shipping to Hawai'i, Alaska, US Virgin Islands, Guam, and Puerto Rico are calculated using overseas shipping rates. Also note that shipping rates for Heath Tile (both made-to-order and ready-to-ship) are calculated based on order weight.



California Shipping Rates:
$14 ground on orders up to $150.00
$20 ground on orders $150.01 to $400.00
$35 ground on orders $400.01 to $800.00
$48 ground on orders $800.01 to $1,500.00
$80 ground on orders $1,500.01 to $3,000.00
$110 ground on orders $3,000.01 to $5,000.00
$145 ground on orders $5,000.01 to $7,500.00
$216 ground on orders $7,500.01 to $10,500.00
$300 ground on orders $10,500.01 to $15,000.00
$648 ground on orders $15,000.01+

West Shipping Rates:
$16 ground on orders up to $150.00
$24 ground on orders $150.01 to $400.00
$36 ground on orders $400.01 to $800.00
$50 ground on orders $800.01 to $1,500.00
$85 ground on orders $1,500.01 to $3,000.00
$160 ground on orders $3,000.01 to $5,000.00
$245 ground on orders $5,000.01 to $7,500.00
$358 ground on orders $7,500.01 to $10,500.00
$470 ground on orders $10,500.01 to $15,000.00
$872 ground on orders $15,000.01+

East Shipping Rates:
$18 ground on orders up to $150.00
$28 ground on orders $150.01 to $400.00
$40 ground on orders $400.01 to $800.00
$52 ground on orders $800.01 to $1,500.00
$90 ground on orders $1,500.01 to $3,000.00
$185 ground on orders $3,000.01 to $5,000.00
$296 ground on orders $5,000.01 to $7,500.00
$437 ground on orders $7,500.01 to $10,500.00
$613 ground on orders $10,500.01 to $15,000.00
$1,354 ground on orders $15,000.01+

Yes! Overseas shipping rates vary according to the destination country and are calculated after you enter your 'ship to' address during checkout. Hawai'i, Alaska, US Virgin Islands, Guam, and Puerto Rico are calculated according to overseas shipping rates. 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 customerservice@heathceramics.com.

Due to the made-to-order nature of most furniture, or rugs, lead times vary (listed in their product descriptions). Take a look at the FAQ for the Nomad Collection. Don’t hesitate to call us if you still have questions.

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.

Learn more about how we ship, with sustainability in mind.

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.

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.

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.

Heath will gladly exchange, provide store credit, or refund merchandise to the original form of payment within 30 days of the purchase date. Proof of purchase is required and the returned item(s) must be new, in original condition, with the original tags or stickers. Any cash refunds over $200 will be refunded via mailed check. Returns without proof of purchase will be reviewed. If accepted they will be processed at factory seconds pricing for store credit or exchange only. No returns will be accepted if merchandise has been used. Gift returns are eligible for exchange or store credit only. Shipping costs are non-refundable, and customers are responsible for return shipping. Other restrictions may apply. Contact our customer service team at: customerservice@heathceramics.com

Missed your return window? Good news: you can conveniently list pre-owned Heath on our vintage and resale platform, Pass the Plate.

*Please note that all second-quality items, Overstock Tile, Ready-to-Ship Tile, Final Few, Furniture, and Rug sales are final sale and are not eligible for returns or exchanges. Products from the Herman Miller collection purchased through Herman Miller cannot be returned to Heath.

Please visit our Dinnerware Quality & Care page for usage questions. If shipping your return, please contact Customer Service for your Return Authorization Number.

If you’re near a showroom, we're happy to assist you in person to complete your return or exchange of online or showroom purchases following the guidelines in our Return Policy above.

Please email Customer Service to request your Return Authorization Number (RMA#), and have your proof of purchase handy. Customers are responsible for return shipping. All returns/exchanges shipped back to Heath Ceramics must be accompanied by your original order #, your RMA#, and a completed Return Form. Exchanges may take up to 2 weeks to process. Refunds may take up to 7 days to process. Please note shipping costs are non-refundable.

Heath is not responsible for any damage that occurs when shipping back an item for return or exchange. We strongly recommend that you pack the items well and ship via a trackable carrier. Please note shipping costs are non-refundable.

In-Store pickup is available at our San Francisco, Los Angeles, and Sausalito locations.

San Francisco: Monday–Friday 10am–6pm, Saturday–Sunday 10am–5pm.
Los Angeles: Monday–Friday 10am–6pm, Saturday–Sunday 10am–5pm.
Sausalito: Monday–Sunday 10am–5pm.

During online checkout, you’ll have the option to choose your delivery method. Select UPS shipping or In-Store Pickup. Note that certain “Special Order” items are not currently eligible for In-Store Pickup, because they ship directly from our vendors, not from our warehouse. If you have any Special Order items in your cart, In-Store Pickup will be disabled as a Delivery Option.

There’s no additional cost for In-Store Pickup, and it saves the cost of shipping (for you and the environment).

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 In-Store pickup. You can stop by anytime during our open hours.

We’ll hold your order for two weeks at our pickup location, and if we don’t hear from you we’ll give you a few reminders before we refund any abandoned orders and return the merchandise to our warehouse.

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 Los Angeles pickups, navigate to 7525 Beverly Blvd, 90036.


For Sausalito pickups, navigate to 400 Gate 5 Road, 94965.

Once in the showroom, please provide your name and order number to any sales associate and we will promptly pull your order. Your order will be packed securely in sealed boxes or bags, ready for transport.

If you’re near a showroom, we're happy to assist you in person to complete your return or exchange of online or showroom purchases following the guidelines in our Return Policy below. If shipping your return, please contact Customer Service for your Return Authorization Number.

Heath will gladly exchange, provide store credit, or refund merchandise to the original form of payment within 30 days of the purchase date. Proof of purchase is required. The returned item(s) must be new, in original condition, and with the original tags or stickers. Any cash refunds over $200 will be refunded via mailed check. Returns without proof of purchase will be reviewed. If accepted they will be processed at factory seconds pricing for store credit or exchange only. No returns will be accepted if merchandise has been used. Other restrictions may apply.

*Please note that all 2nd Quality dinnerware, Overstock Tile, Final Few, Furniture, and Rug sales are final sale and are not eligible for returns or exchanges. For wallpaper returns, please contact Hygge & West directly.
Please visit our Dinnerware Quality & Care page for usage questions.

It takes us a few days to process your order depending on how many other orders are in progress. Because orders are fulfilled in our warehouse, not in our showrooms, they must be brought to the pickup location, which takes extra time.

All orders, In-Store Pickup 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.

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 In-Store 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.