RETAIL/WHOLESALE CERAMIC DISTRIBUTORS
American Ceramic Supply Shipping Notes
All information below and shipping costs shown throughout our site are for continental or lower 48 United States. If you need quotes for Hawaii, Alaska or other countries, please e-mail us. We ship overseas freight and can gladly give you lots of options via ocean or air, door to door or door to port. We can ship ceramics via freight, Fedex and USPS.
USPS or FED EX - Daily Shipping
When you order color, tools, books and other accessories, we ship pottery most of the time, via USPS or FedEx. Costs to ship ceramics is based on weight of shipment, size of box(es) and your zip code. If you want us to figure the USPS or FedEx shipping costs on your order, simply e-mail us with order and your full address - name and address. FedEx will not deliver to PO boxes. If the address you give us is your home, FedEx will charge a residential fee, as well. This is usually only a couple of dollars more than if to a business address. Gallons of slip, whether earthenware, stoneware or porcelain, and gallons of glaze or dipping glaze do not ship well using USPS or FedEx. Most of the time, these will need to ship via freight or a truck. When an order HAS to be delivered quickly, USPS Priority Express can be an option. Just let us know if you need us to figure your freight this way. We may send Signature Required when shipping to your home especially during the holidays.
Freight
Most equipment - Medium and large kilns, some potter's wheels, slab rollers, pug mills, large orders of colors or molds, clay, tiles and dipping glazes will usually ship via freight. Here are some issues you should be aware of when we quote you freight. As with above modes of shipping, we need your name and full address and the actual order to figure the freight for you.
When a freight shipment leaves our warehouses, we track the shipment for you. We will call, fax or e-mail you with a tracking number, approximately when you can expect the shipment and a way to call your local terminal to find out exactly what day it will come to your business or home. Business to business freight will not call in advance of delivery. Residential freight will call for appointment.
1) The least expensive way to ship freight is business to business. The equipment or order leaves here on a pallet - wrapped, strapped, labeled and with signs saying DO NOT STACK, FRAGILE, DO NOT FREEZE (if color, glaze or slip). Our forklift drivers load the pallet(s) onto the back of a freight truck. It is assumed by the freight company that the destination has some way of taking the shipment off the back of the truck. Sometimes these trucks are the smaller variety, however sometimes they are the large eighteen wheelers. Sometimes, if you get a nice driver that has had a pretty good day, they will be nice enough to bring the shipment into your business, however they are not required to do this service. Be aware if they offer to do this for you and the freight bill comes back to us with this additional service, we reserve the right to charge you for the additional service. The freight company does not call first before they deliver to a business address. If you request a call prior to delivery from the freight company, they will charge an additional fee.
2) If you do not have a way to take the equipment off the back of the truck, you can request a liftgate truck. This is a freight truck with a hydraulic lift that can lower the shipment down off the back of the truck. Usually with this service, the freight company will ONLY take it off the truck and set it `curbside'. There are some rural parts of the country where this would be considered an up-charge of anywhere between $35.00 and $75.00. And liftgate services for overseas shipments will be quoted individually.
3) If you have a shipment delivered to your home, even if your business is in your home, there is an additional charge. It is called Residential Delivery. This service can be as low as $25.00 and as high as $75.00. Again, as with the liftgate fee, it is based on where you live. Notification for Delivery will be added to the freight charges. Once the freight gets to the terminal closest to you, their dispatch will call you to make an appointment for the delivery.
4) WHITE GLOVE SERVICE - This service is not available at this time.
If you would like Inside Delivery of your shipment, the freight company also charges extra for this service. They will usually only bring it into the first floor, like a garage or large door opening. You need to be aware that if you are ordering a large kiln or other very heavy piece of equipment, asking them to bring it into the garage is your best bet on this service. Freight drivers are not familiar with kilns and other such ceramic equipment. You don't want them to take your kiln apart to get it through a door. You should be prepared and have help on your end to help you do this.
When you request a freight quote from us, please let us know:
If business to business
If you need a liftgate truck
If you need residential delivery. This service USUALLY requires appointment for delivery, as well.
We can quote all for you as options, and then you can decide what you need/want.
If you have other questions, please inquire via email.
Kiln and Equipment Deliveries - How to Receive - Very Important!
In over 49 years of business, selling thousands of kilns, I can count on both hands how many kilns arrived with any damage to our customers. It rarely happens. Kiln manufacturers could not stay in business if in shipping the kilns, there was always damage. But upon those rare occurences, it is not a happy time for us or our customers. With some understanding of how freight companies operate and following some basic procedures, we can minimize the frustration and quickly resolve any issues.
Our kiln manufacturers do not ship kilns to us that are broken or damaged. When we receive a kiln, either shipped to us from the manufacturer or one that we picked up from the manufacturer, we inspect all the packaging and if ANYTHING is amiss, we take pictures immediately before we accept a shipment and sign the bill of lading. This is what you need to do, too.
We do not ship kilns that are broken or damaged. Even if we receive a kiln in perfect condition, we further wrap and strap it and put labels and signs on the pallet stating DO NOT DROP, DO NOT STACK, FRAGILE.
If a kiln is broken or damaged when you receive the freight shipment, it is safe to assume the damage occurred during transit.
Therefore, YOU must also inspect the kiln BEFORE you sign the bill of lading - once you sign it, the freight company assumes you received the shipment in good order. Any problems found AFTER they pull away, they will assume it is your problem.
This is the policy of ALL freight companies. When we quote a shipping price, we are usually looking at quotes from as many as 10 different freight companies. You might think we will always quote you the lowest price of those cut-rate shipping companies like some of our competitors, but we do not. We pick the SAFEST freight company first, THEN consider the lowest quote. Being in business for over 48 years now, we’ve learned to choose a freight company based on safety, customer service and then price. If we find, over a period of time, that a particular freight company is delivering with damage and making a claim process difficult, then we stop using them.
So - help us to help you.
What You Need to Know about Trucking Companies
1) LIFT GATES
Shipments to residences usually require a lift gate, as most houses do not have high docks. You must request the lift gate when you order the kiln so that this can be noted on the bill of lading. the freight company will arrive with a lift gate truck and lower the order off the truck and down to the street. If it is not noted on the bill of lading and you need the lift gate, there will be a redelivery charge.
Will you need help unloading the kiln upon delivery? With residential shipping, you will have notice of a window of time that the freight company will arrive so if you anticipate needing assistance getting the pallet into your garage or home, you can reach out to friends and family to be there to help you.
2) DIFFICULT ACCESS LOCATIONS
Do you live where a large tractor trailer would have difficulty maneuvering? Examples: a gravel driveway, narrow streets, dead-end streets, sharp turns, power lines too low for a truck to get through. Notifying the trucking company of this in advance will prevent extra costs and headaches.
There are several options for a delivery to a difficult location: 1) Meet the tractor trailer at the end of the street. 2) Pick up the kiln yourself at the freight terminal, which will also save you the residential delivery fee. 3) At the time of order, specify that you will need a small box truck for delivery.
3) DELIVERY POINT IS THE CURB
Most trucking companies will deliver a crate only to the curb. It is the customer’s responsibility to move the crate into the house or garage. Most companies offer inside delivery for an extra charge. With a little kindness and monetary appreciation, the driver may place the crate closer to the house or garage.
IF YOU HAVE RESIDENTIAL DELIVERY - IT WILL INCLUDE LIFT GATE AND DELIVERY ONLY TO THE STREET. IF YOU NEED INSIDE DELIVERY, YOU NEED TO DISCUSS WITH US IN ADVANCE to MAKE SURE DOORS ARE WIDE ENOUGH TO ACCOMMODATE PALLET AND KILN AND FOR US TO QUOTE YOU INSIDE PRICING.
RECEIVING FREIGHT SHIPMENTS
Paragon packs all kilns for truck shipment in carrier-approved wood crates. Skutt and L&L use injection molding on a pallet and around the kiln inside of a box with straps. So does Amaco. Some Olympic kilns are crated, but most have an upcharge for wood crating. American further wraps and straps the kilns, and places a DO NOT STACK cone on each pallet. If this cone is flat, then the freight company put something on top of the kiln pallet. Immediately take a photo, pick up the phone and call us. See below.
If any part of the shipment is damaged, report the damage immediately to the transportation company. Here are some tips on how to receive freight shipments:
1) COUNT THE NUMBER OF PIECES.
The number of pallets in the shipment is noted on the bill of lading. Make sure you received all items.
2) IMMEDIATELY INSPECT THE KILN AND CRATE FOR DAMAGE.****
A new policy went into effect a few years ago and is now the STANDARD for all freight companies. Here is their process:
Noticeable Damage to Packaging: When any damage is noticeable to the packaging, the freight can be signed for as damaged. The customer has the option to sign as damaged and refuse the shipment or to sign and keep for further inspection. If the shipment is refused due to damage, the pallet will then be returned to the shipper free astray. If at any time the driver will not allow you to sign as damaged when it is visible to the outside, please notify us so we can contact the terminal manager. Do this before the driver drives away!
Unnoticeable Damage: If a shipment is received and there is not any noticeable damage to the outside of the packaging, the carrier will not allow the customer to inspect on site before signing. This is for liability reasons to the carrier. However, once the package is signed for the customer is able to complete an inspection. If any damage is noticed please report immediately to American so that we can notify the carrier of concealed damage. We have 5 days from date of delivery to notify the carrier, or the claim will not be reviewed. As long as we notify the carrier within this time frame and provide pictures of the damages, this will be equal proof to signing as damaged at delivery.
3) DO NOT SIGN THE BILL OF LADING CLEAR UNLESS YOU HAVE UNCRATED THE KILN AND INSPECTED IT IF THERE IN NOTICEABLE DAMAGE AS NOTED ABOVE.
The driver is normally in a hurry and puts the paper in front of the customer to sign. Signing it clear with no damage noted makes any freight claim impossible to process. If the driver will not wait for you to open and inspect the kiln, call us immediately so we can advise you and possibly speak with your driver or contact his dispatch/terminal.
VISIBLE DAMAGE FOUND AT TIME OF DELIVERY
You have the choice of refusing or accepting a damaged shipment. If you suspect damage, please pick up the phone and call our toll free number 1-866-535-2651. Have your camera ready and take a picture of the damage to e-mail to us at info@AmericanCeramics.com If the damage is major, refuse the shipment. Have the driver note the nature and extent of damage on the carrier’s copy and the delivery copy of the freight bill. Save your copy. We will file the damage claim for refused shipments and arrange to send you another kiln.
If the damage is minor and you can arrange to have damaged parts replaced, consider accepting the shipment. If you do accept it, you will be responsible for filing a damage claim.
Note the shipping damage on the bill of lading. Do not write "Carton damaged." Instead, describe the damage. For example, “Wood on left side of crate completely broken.” You must leave the damaged goods in the original shipping container. Do not unpack the crate or fire the kiln.
Then notify us immediately. We will either complete the claims process ourselves or assist you with it. Take pictures of the damage and send these to info@AmericanCeramics.com so we can assess the damage.
Contact the carrier immediately for an inspection of the goods. Write down the name of the person you speak to and the time and date of your phone call. After the inspection, carefully read the inspection report. Get a copy to support your claim. File the claim as quickly as possible, even if you have to estimate the dollar amount of damage.
You must request an inspection within 24 hours. If you call the carrier later than 36 hours, they may deny your claim.
CONCEALED DAMAGE FOUND LATER
When you find concealed damage after the driver leaves, the trucking line ordinarily pays only a fraction of the cost of shipping damage. This is why it is important to inspect the kiln while the driver is waiting or to include the notation “SUBJECT TO INSPECTION. DRIVER REFUSES TO WAIT” with your signature on the bill of lading IF THERE IS NOTICEABLE DAMAGE AS NOTED ABOVE.
Then notify us immediately. We will either complete the claims process ourselves or assist you with it. Take pictures of the damage and send these to us so we can assess the damage.
Contact the carrier immediately for an inspection of the goods. Write down the name of the person you speak to and the time and date of your phone call. After the inspection, carefully read the inspection report. Get a copy to support the claim. File the claim as quickly as possible, even if you have to estimate the dollar amount of damage.
After reporting the damage, the claim must be filed within 10 days, depending on the carrier.
You will need these documents to file the freight claim: 1) carrier’s damage claim form 2) American invoice 3) bill of lading showing the notation describing damage 4) paid freight bill 5) carrier’s inspection report 6) invoice for repair or replacement.
