American Ceramic Supply How to Order

Never ordered from us before? What??! Read this first!
We are launching our NEW 21st century on line shopping cart for your convenience. Our new site should be fully operational by early to mid March.
You certainly don't need to wait until then to shop with us! And we totally understand - many folks are still not comfortable with on line carts due to how much fraud there is these days. If you are one of those folks, you can simply email us with your wish list and account. OR we will have a quote feature on the new site - you can fill everything in, except your cc information - we will respond as soon as we get to your order and let you know your total, shipping or which location you can pick up your order at for your convenience.
 

In the United States: To Order:

For BEST service, email us with name, address, phone number and your wish list. We will respond and let you know we received it, how soon it may be ready for you for pick up or ship.

E-mail: sales@AmericanCeramics.com
For pick up orders, please email 24 hours in advance.
Orders emailed on Sunday may not be available until Tuesday.

Include brand, model, size, quantity, description and order number if applicable.
Be sure to include your shipping address. We will call, fax or e-mail you back with your total and secure order process.
or
Send check or money order to: Or we can provide you with our bank wire transfer information.
American Ceramic Supply Co.
2442 Ludelle St., Fort Worth, Texas  76105.

Mastercard, Discover and Visa are accepted.
Sorry, we no longer accept Paypal or Amex.
Orders must be paid in full before shipping.
First time wholesale customers, please request our sales tax form or sales tax exemption form via email.
All orders are shipped priority mail, USPS, Fedex or by freight. See Shipping Notes.

Mexico and South America International Orders -
     If you are located in Mexico, for very small orders, we use USPS to ship if the entire order can fit into the prescribed box dimensions and weights for USPS. For all other orders that may require a pallet - such as kilns, pottery wheels, slab rollers, larger amounts of clay, brushes, tools, glazes, etc. American Ceramic Supply Co. has an exclusive Mexico freight agent that can handle all your requirements for customs, taxes and direct delivery to you in Mexico. Or let us know if you have your own freight agent in Mexico that you regularly use.
Please contact us via email if you would like to place an order or have questions. You can send your name, city, brief description of products you are interested in and we can let you know if the order can ship via USPS or will need to go freight.

     All other International Orders - International USPS orders are not available at this time, until further notice. Yes, we are still shipping via ocean freight.
For all other countries -  For very small orders, we use USPS to ship if the entire order can fit into the prescribed box dimensions and weights for USPS. For all other orders that may require a pallet - such as kilns, pottery wheels, slab rollers, larger amounts of clay, brushes, tools, glazes, etc. American Ceramic and Glass Supply Co. has an exclusive international freight agent that we use to ship overseas. Or let us know if you have your own freight agent that you regularly use. Please keep in mind, due to fraud and scams that are so prevalent, you can not pay us for the shipping and have your freight company pick up and us pay your freight company. Your choice is to either pay us for the shipping and we have our freight company pick up and ship to your port or city, and we assume the responsibility for the order getting to you OR you pay your freight company and have them pick up the order here once it is ready. We will send you pallet dimensions, classes and weights when the order is ready. The entire shipment will be your responsibility for it getting to you intact.
     Please contact us via email if you would like to place an order or have questions. You can send your name, city, brief description of products you are interested in and we can let you know if the order can ship via USPS or will need to go freight.

Full Line Catalog - We have discontinued our full line printed catalog due to how many manufacturers we represent. And most of our manufacturers have also discontinued printing catalogs. Price increases from manufacturers are spread out over the year, consequently as soon as we have a new catalog put together, it is obsolete. New and/or discontinued products from our manufacturers are also spread out over the year, again making any attempts at new and current printed catalogs an impossible task. We do make great efforts to keep our web site as current and updated as humanly possible. But it is always a good idea to check with us via email or phone call just in case when you are ordering.

Return Policy, refunds, charge back fees - If a product is damaged in shipment, take a picture and e-mail to us. Keep the box until the matter is resolved in case FEDEX or the freight company that delivered it chooses to examine the box(es). Once we have the picture, we will then determine if we will send you a replacement or refund or credit the item - depending on item and manufacturer. Each manufacturer has a different way of handling any returned or defective items. We adhere to each manufacturer’s policies. We do not ship ANY product we deem to be defective.
If you wish to return a product because you simply no longer want that item or ordered the wrong item, we have a 25% return policy. Once we receive the item back from you in good order, we will then refund less 25% of your purchase price. Shipping is not refundable.
     For ANY products that are special ordered for you, once we have deposit or payment, special ordered equipment or product for you, there are no refunds. And at this time, if we take a deposit on equipment or products that are on order, there are NO refunds.
There are some items, such as kiln or wheel parts, and if an item is drop shipped from the manufacturer, that will require a Return Authorization Number or RMA. Please check with us before an item is sent back to us or to the manufacturer in case an RMA is required.
NOTE - There are some items such as bisque, glaze, stains, clay, slip, cones and others that can NOT be returned due to our manufacturer’s policies unless defective. Please check with us before you order and please be sure you have correct sizes and colors before you order. Please measure your kiln interior and make sure a piece or mold or kiln shelf will indeed fit before placing your order.

Non Sufficient Funds - should your check to us for payment of product be returned to us from our bank for insufficient funds, a $35 returned check fee will be assessed and you may lose your ability to pay us with a bank check.

See Shipping Notes - How to Receive a Kiln Shipment regarding any warranty or damage issues on kilns - very important to follow our directions which are our manufacturers directions on receiving kiln or wheel shipments. If you do not follow these instructions, we will not be able to assist with any claim processes.