Our Customer Service team are real people to help answer your questions seven days a week in Northern California. For questions on specific products, select from the menu on the left (if viewing on a mobile device, click the dropdown menu above). If you don’t find your answer, call us at 415 361 5552 x12, start a chat, or email email@example.com.
And, welcome to our newly redesigned website! As with anything new, kinks are inevitable. We apologize in advance for any glitches, and promise that we're working hard to rectify these issues ASAP. Thanks for your patience!
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 to 3 weeks. This time frame may be longer during the month of December.
I noticed that some of the Coupe dinnerware glazes are no longer available. Why?
Our Coupe glaze palette was refreshed in September 2018, for the first time in 15 years! The collection still has the same phenomenal 1940s shapes, now in a host of classic and new colors that connect our past with our future. This is very exciting stuff. As part of the refresh, a selection of glazes have simultaneously been archived and phased out of production. Click here to learn about the new glazes, and which ones have been archived.
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.
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.
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.
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.
Last updated: July 10, 2018
To begin, thank you for being here, for supporting Heath. We’re truly grateful for our customers. Because you’re so important to us, we treat your personal data as if it were our own, carefully, securely, and transparently handling it, in-line with our guiding values of Making it Honest and Making it Responsibly.
In a nutshell: We, Heath Ceramics, Ltd., respect privacy and your rights to control your personal data. After all, we’re human too. We would not, could not, share your information with third parties or use it in any way other than to fulfill orders, and keep you up to date with Heath. Period!
The following policy, while long and a bit legal sounding, is very important and provides you with explanation about your rights, the personal information we collect from you, why, and how we may use it, as either visitors to our website, Showrooms, or purchasers of our products.
What’s considered personal information, you ask? Anything that can be used to identify you or be linked back to you. The prime purpose of collecting data is to enhance your shopping experience with us. When you purchase any of our products, we retain your name, phone number, and address so that we can process the transaction, create an order, answer queries, and manage returns and refunds. With your consent, we will send you updates about our products and events through our newsletter or emails, of which, you may unsubscribe from at any time — we won’t be offended.
Choices, choices, choices. You have them.
Ch-ch-changes. You can make them.
The Personal Information We May Collect
We may ask you for information which pertains to your identity. This may include, but is not limited to, your name, address, date of birth, age, gender, email, telephone number, credit or debit card number or Internet Protocol (IP) address. You may be required to provide personal information to access or use certain parts of our website or features. If you do not provide the requested information, you may not be able to access these areas. You may also be required to provide personal information if you consent to receive emails from Heath and/or our newsletters.
Personal Information of Children
Majoring in minors. We take this seriously.
We do not and will not knowingly allow anyone under 13 years of age to provide us any personal identifying information. Users of the services will be deemed to have full control over their products and user accounts, and must ensure that no children under the age of 13 use our services in any manner which would provide us or any third party with any personal information of a child. If we learn that we have collected personal information from a child under age of 13, we will delete that information as quickly as possible. If you believe that we might have any personal information about a child under age 13, please contact us using the contact information provided below.
Access To and Control of Personal Information
Who’s in charge, here? You are.
If you set up an account or a gift registry at our website, you can access, review and/or update your profile and settings at www.heathceramics.com, which will allow you to modify or update certain information. You may delete your account or gift registry by contacting firstname.lastname@example.org — our team is standing by. You may opt out of receiving future emails or newsletter by Heath, by clicking on the opt-out/unsubscribe link available in our emails and newsletters. We encourage you to update your personal information promptly when it changes.
Use of Personal Information
We primarily use the information you provide to offer products and services to you, including, but not limited to, the following:
- To send you information or materials via our newsletter or email about products, events, and news we think might interest you. If you no longer wish to stay connected in this way, or if you want to modify or delete your data from our database, please contact us at email@example.com.
- Process payment, shipping, return, refund, or registry-related transactions when you purchase our products.
- To review visits to the website and learn about the interests of our visitors, in aggregate, and to better understand your interests and needs, so we can improve our products and services and deliver to you the type of products and events that you’re most interested in.
- Perform any other function that we believe, in good faith, is necessary to protect the security or proper functioning of our website or to provide access to Heath’s products and services.
Not of the chocolate chip variety.
- Essential Cookies: these are essential in order to enable you to move around the website and use its features, such as accessing secure areas of the website. (Aren't all cookies essential?)
- Performance and Analytics Cookies: these include Google Analytics and they keep track of the pages that you visit and the content you access, so we can determine which content is most popular and improve the performance of our website. These cookies primarily record aggregate and anonymous statistical data, but do capture a minimal amount of identifiable information such as order IDs.
- Functionality Cookies: they remember the choices you make, such as language options or the region you are in. These cookies help to make your visit more personal and are deleted automatically when you close your browser or the session expires.
You can turn off all cookies, in case you prefer not to receive them. You can also have your computer warn you whenever cookies are being used. For both options you have to adjust your browser settings (such as Chrome, Safari, Firefox, Internet Explorer, or other browser). There are also software products available that can manage cookies for you. Please be aware, however, that when you choose to reject cookies you may limit the features and functionality of our website.
Third Party Access to Your Information
When three’s company.
Links to Third Party Websites
It’s not our party, it’s theirs.
Facts are helpful.
It’s important to us.
We use reasonable security controls to protect your data and information from loss, misuse, unauthorized access, disclosure, alteration, and destruction. The personal information you provide us is stored on computer systems located in controlled facilities which have limited access, and only authorized personnel have access to unencrypted user information. When collecting or transferring sensitive information such as credit card information, we use a variety of additional security technologies and procedures to help protect your personal information from unauthorized access, use, or disclosure. When we transmit sensitive information over the internet, we protect it through the use of advanced encryption techniques, such as the Secure Socket Layer (SSL) protocol, and have firewalls protecting our critical systems. Additionally, as part of real-time payment processing, we may subscribe to fraud management services. These services provide Heath with an extra level of security to guard against credit card fraud and to protect your financial data. Despite these precautions, no security safeguards guarantee 100% security all of the time, and no guarantees are made with respect to the same.
How Long We Keep Your Personal Information
Let’s talk duration.
We retain your personal information in accordance with our data retention policies and practices.\u00a0 The length of time we keep your information depends upon a number of factors, including the type of information. In general, we retain personal information for as long as we have an ongoing business need to retain it. Following that period, we will delete it.
Users from the European Economic Area
LEGAL BASIS FOR PROCESSING.
If you are an individual in the European Economic Area (EEA), we collect and process information about you only where we have legal bases for doing so under applicable European Union laws. The legal bases depend on how you use the website or Heath’s products and services:
- We need to collect and use the information for you to use the website;
- Our collection satisfies a legitimate interest (which is not overridden by your data protection interests), such as for research and development, to market and promote our products and services and to protect our legal rights and interests;
- You give us informed consent to do so for a specific purpose; or
- We need to process your data to comply with a legal obligation.
If you have consented to our use of information about you for a specific purpose, you have the right to change your mind at any time, but this will not affect any processing that has already taken place.\u00a0 Where we are using your information because we or a third party have a legitimate interest to do so, you have the right to object to that use though, in some cases, this may mean no longer using the website.
How to Access or Control your Information
The General Data Protection Directive (GDPR) provides individuals in the EEA certain rights with respect to their information. These include the right to request a copy of your information, to object to our use of your information (including for marketing purposes), to request the deletion or restriction of your information, or to request your information in a structured, electronic format.\u00a0 You can exercise these rights by contacting us at the address in the Contact Section below.
The GDPR provides that we may limit or deny your requests in certain cases. For example, if fulfilling your request would reveal information about another person, or if you ask to delete information which we have compelling legitimate interests to keep, including as required by law.\u00a0 You may have the right to complain to a data protection authority in the country where you live, where you work or where you feel your rights were infringed if you have concerns about your rights.
Your California Privacy Rights (for California Residents Only)
Section 1798.83 of the California Civil Code requires select businesses to disclose policies relating to the sharing of certain categories of customers’ personal information with third parties. These businesses are required to accept requests for disclosures of these policies from customers but are only required to honor one request per calendar year. Businesses have thirty (30) days to respond to each inquiry to the designated address. Each inquiring customer will receive an explanation of the categories of customer information shared and the names and addresses of any third-party businesses. In limited circumstances, customers' failure to submit requests in the manner specified will not require a response from the business.
If you are a California resident, you may request such information from us by sending a letter to the address listed below. In your letter, please provide your name, address and email address, as well as a request that we provide such information to you, by using the following or similar language, “I request that Heath Ceramics provide its third-party information sharing disclosures required by section 1798.83 of the California Civil Code.”
Attn: Customer Service
2900 18th Street
San Francisco CA 94110
Email: Customer Service@heathceramics.com
Enforcement and Dispute Resolution
We hope you don’t, but if you have any questions, complaints or disputes regarding the manner in which we use or protect your information, please contact us using the contact information provided below. We will investigate and attempt to resolve any complaints and disputes in a reasonable time and in a manner that complies with the principles described in this Policy. For the protection of all our customers, we retain the right to verify the identity of any person making a request for data or processing related to any provision of this policy.
Again, thank you for being here. We have your best interest in mind!