Shipping policy
Shipping Information
Place of Clay specializes in authentic handmade Mexican tile and stone products. We intend to make every attempt to ship your order within a few business days; however, this can not always be guaranteed due to inventory constraints. Once your order has been carefully boxed and is ready for pickup by the designated shipping company, you will receive an Order Status email with information about how to track it on your computer.
We do not ship on the following holidays: New Year’s Day, Memorial Day, Independence Day, Labor Day, Thanksgiving Day, Day after Thanksgiving, Christmas Day, and New Year’s Eve. Holidays will delay delivery of items.
All orders from Place of Clay are shipped via UPS or a reputable LTL freight company, depending on the order size, weight and destination to ensure that our customers receive the best shipping rates possible. Upon delivery to our shipping partner, Place of Clay has no control over how long the order spends in transit, however estimated delivery times are available at checkout. Please feel free to contact us at (602) 252-1506 for any special requirements or additional information you may need.
OTHER SHIPPING QUESTIONS:
How will my order be shipped and how much will it cost to ship?
U.S. Shipping:
At checkout, the customer will be presented with our available shipping options. Please select the shipping option that best meets your needs for cost and delivery. Shipping costs are calculated based on the weight and size of the carton and the shipping destination. Please note due to the nature and size of our products, shipping costs are not included on the product prices listed on the website. We are unable to offer “free shipping” due to the size and weight of these products. At Place of Clay, we try to offer a number of shipping options to allow our customers to find the best price to meet their needs and time constraints. If you have any concerns regarding shipping costs, please contact Place of Clay directly by phone at (602) 252-1506 and we will do our best to ensure you have the best shipping rates possible.
Place of Clay will make every effort to ship all orders within 2 business days of when an order is placed, unless the item is a RUSH order, or is out of stock. All orders placed weekends or holidays will be shipped within the next two following business days. Please note that holidays will also likely delay the delivery of your purchase.
Please note that our tiles are handmade and hand packed, as a result they are susceptible to damage and sometimes items get damaged during shipping. It can be expected that a very small percentage of your tile will arrive chipped or scratched, however these pieces can usually be used for cuts. In particular for terracotta flooring due to the size, weight, and brittle nature, we suggest accounting for breakage around or up to 15% of your total order.
If your order arrives and the packaging is visibility and excessively damaged, please ask the delivery driver to note the shipping ticket with a description of the damage and it is to your benefit to return to us. Also, for claims submission, take pictures of the damaged shipment prior to unpacking the order and of any broken materials. In most cases, we can replace the damaged tiles immediately at no additional cost as long as proof of damage is provided.
Returns/Damaged Goods:
If your order arrives damaged, incorrect or defective, please take pictures of the damaged shipment prior to unpacking the order and of any broken materials and then notify us via email at info@placeofclay.com or contact Place of Clay directly by phone at (602) 252-1506 within 2 business days of receiving the products. (The proof must be included)
The customer is responsible for the inspection of all material when received. Place of Clay will require pictures to assist in any claim for damage material. In addition, please note any damage on the freight company Bill of Lading at the time of delivery. No claim for damage will be accepted if it is not noted at the time of delivery and notification must be sent to us within the following 48 hours.
If you find damaged goods, missing material, or incorrect quantities accept the shipment and note the issues in detail on the receipt with the driver. Please do not refuse the shipment, if damage is properly noted, we can begin the process of getting replacement material to you.
Rush Orders:
For all rush orders, please contact Place of Clay directly by phone at (602) 252-1506. If same day shipping or Saturday Delivery is required, Place of Clay will work to the best of our ability to meet these requirements. Our business hours are weekdays between 8:00 a.m. and 4:00 p.m. and Saturdays between 8:00 a.m to 2:00 Arizona Time.
Large Orders:
Large orders may ship on a pallet via a freight company. If necessary we will contact you before we prepare your order, with an updated shipping cost and advise you to expect a call from the freight company to confirm delivery of your order. If you request (or your delivery requires) additional services, such as the use of a forklift or inside delivery, these additional charges will be incurred to you. Place of Clay reserves the right to charge your account for such charges made above the paid shipping on order.
International:
For all international orders, please contact Place of Clay directly at (602) 252-1506. Place of Clay will work with you directly to ensure the best possible shipping pricing and help handle any issues regarding importing our products.
Address Accuracy and Address Correction:
Our systems will always ship to the address provided during check out. At this time, Place of Clay is unable to ship to P.O. Boxes, APO's, or FPO's. Please ensure that the address is entered correctly, an incorrectly entered address can be an expensive mistake. For this reason, please double check that it is accurate! We reserve the right to charge for any additional fees or costs that result from an incorrect, or changed address and any additional time/costs spent searching for and correcting an incorrect address once your shipment leaves our facility. Shipping costs will not be refunded. If your package is refused or returned for any reason that is not the fault of Place of Clay and the carrier assesses a charge to return the item to us, these costs will be passed on to you. Place of Clay has a strict no refund policy due to the nature of our hand made, one of a kind products. If you would like us to re-ship your item, any shipping costs will be charged to you. If you do not want it re-shipped, we will treat your package as a return.
How do I track my order?
Orders placed with UPS will issue a tracking order for you that you can track online or by phone to find out when your order will arrive. Freight orders will also come with tracking options depending on the carrier. Please do not hesitate to call Place of Clay with any questions regarding an order.
How can I ship to an address other than my own?
During the checkout process customers can choose any delivery address which can be different from the billing address.
What if my order is BACK ORDERED or OUT OF STOCK ?
We intend to make every effort to always have a complete inventory in stock. However, because our products are hand made and imported from Mexico, sometimes due to reasons beyond our control, an item may be temporarily out of stock. If this happens, we will notify you as soon as possible, at which time you may cancel the order or place it on backorder. Please call Place of Clay with questions regarding this policy. We will keep you updated on the status of your order. You may also choose to receive a portion of an order that is available while you wait for the remainder, or you may choose to wait for a single consolidated order. We promise to notify you and ship your order as soon as the product(s) arrive(s) at our warehouse.
Hopefully, the following will answer any questions you have. If not, please visit the Contact Us section and we’d be happy to answer it in an email or on the phone.
Do you ever offer FREE SHIPPING?
Due to the nature of our handmade products, including the size and weight of these products, we are unable to offer free shipping at this time. Please contact Place of Clay directly at (602) 252-1506 with any questions or concerns.