24-Hour Cancellation Grace Period
We offer a 24-hour grace period on new orders.
If you cancel your order within 24 hours of placing it, there are no cancellation fees. Your payment will be refunded in full.
This gives you time to review your order, confirm specifications, check lead times, or contact us with any questions before the order moves forward.
Cancellations After 24 Hours
Orders canceled after the 24-hour grace period may be subject to administrative fees to cover non-refundable payment processing costs.
Cancellation fees after 24 hours:
- 3% for standard payments, including credit card, debit card, and PayPal
- 9% for financed payments, including Affirm, Shop Pay Installments, or similar financing options
These fees help cover processing costs that are not returned to us when an order is refunded.
Made-to-Order Equipment
Many kilns and equipment items are made to order or submitted directly to the manufacturer after purchase.
If production has already begun on your made-to-order kiln or equipment, cancellation may also incur a manufacturer cancellation fee of 25% to 50% of the purchase price depending on the build status.
We will always work to minimize these fees whenever possible, but manufacturer fees are outside of our control once production has started.
24-Hour Review Window for Made-to-Order Items
For made-to-order equipment, we provide a 24-hour grace period before submitting your order for production whenever possible.
This allows time to confirm:
- Lead time
- Voltage
- Phase
- Options and upgrades
- Delivery details
- Any questions before production begins
After this window, the order may be submitted to the manufacturer and cancellation fees may apply.
Orders Canceled After Shipment
Orders canceled after shipment will be treated as returns.
The customer is responsible for any applicable:
- Original freight costs
- Return freight costs
- Carrier fees
- Storage fees
- Redelivery fees
- Restocking fees
- Damage or repair costs
Promotions and Discounted Orders
If your order included a free or discounted item as part of a promotion and you cancel the qualifying item, the value of the promotional item may be deducted from your refund.
This includes promotions such as bundle discounts, free add-ons, or buy-one-get-one style offers.
Returns on Equipment and Large Items
Kilns, pottery wheels, furniture kits, vents, controllers, and similar equipment are reviewed for return eligibility on a case-by-case basis.
Because of manufacturer policies and the nature of freight-shipped equipment, returns are limited and must be approved before anything is shipped back.
Return Request Window
Return requests for equipment must be submitted within:
- 15 days of purchase, or
- 2 days after delivery
whichever comes first.
Submitting a return request does not guarantee approval. Returns are subject to manufacturer policy, product condition, packaging condition, and order type.
Return Authorization Required
All returns must be approved and issued a Return Authorization number before being sent back.
Returns sent without authorization may be refused and may not be eligible for refund.
Restocking Fees
Approved equipment returns are subject to restocking fees.
A minimum 25% restocking fee may apply.
Some items may be subject to higher restocking fees, up to 50%, including but not limited to:
- Custom-configured products
- Large models
- Oval kilns
- Large-capacity kilns
- Gas kilns
- Non-standard voltage orders
- 3-phase orders
- Made-to-order equipment
- Items with low resale demand
Shipping Costs and Condition Requirements
Customers are responsible for all outbound and return freight charges.
Original shipping costs are non-refundable, even when shipping was included in the product price.
To be eligible for return, items must be:
- Unused
- In original packaging
- In new, resellable condition
- Approved for return in writing
- Returned with a valid Return Authorization number
Any damage, missing parts, repackaging costs, repair costs, or loss in value may be deducted from the refund.
Refused Shipments
Do not refuse a shipment unless it is visibly damaged or we have instructed you to refuse it.
If a customer refuses delivery for reasons unrelated to freight damage, the order may be treated as a return.
The customer will be responsible for:
- Original freight costs
- Return freight costs
- Carrier fees
- Storage fees
- Redelivery fees
- Restocking fees
- Any other costs incurred
If the shipment is refused due to visible damage, write “Refused due to damages” on the delivery receipt and contact us immediately with photos.
Damaged Shipments
If your order arrives visibly damaged, inspect it before signing the delivery receipt.
If the damage is serious, refuse delivery and write “Refused due to damages” on the delivery receipt.
If the damage is minor or you are unsure, note the damage clearly on the delivery receipt before signing and contact us immediately with photos.
Do not sign the delivery receipt as clean if damage is visible.
Freight damage claims may be denied if damage is not properly noted at delivery.
Non-Returnable Items
The following items are not eligible for return:
- Clearance items
- Factory refurbished units
- Open-box items
- Final-sale items
- Used or installed equipment
- Fired kilns
- Custom or modified items
- Consumables and supplies, including clay, glaze, chemicals, and similar items
Factory refurbished units are sold as-is unless otherwise stated, but may still include the applicable manufacturer warranty.
If we made an error with your order, we will work to correct it.
Chargebacks
If there is an issue with your order, please contact us first so we can help resolve it.
Choosing to file a chargeback without contacting us first may delay resolution and may affect eligibility for returns, refunds, or support.
Refunds
Approved refunds are issued to the original payment method only.
Applicable fees may be deducted from the refund total, including:
- Cancellation fees
- Restocking fees
- Original freight costs
- Return freight costs
- Carrier fees
- Storage fees
- Damage-related costs
- Missing parts
- Repair costs
Once your return is received, inspected, and approved, we will process your refund as quickly as possible.
Questions About Returns or Cancellations
If you have questions about returns, cancellations, lead times, freight delivery, or product configuration, please contact us before placing your order.
We want you to feel confident before your order moves forward.