Policies

Prices are subject to change without notice.

 

RETURN POLICY

Please check your order upon receipt. If there is any discrepancy in your order, you must notify Highwater Clays immediately. If you need to return an item you have purchased from Highwater Clays, a return request must be made within 7 days of purchase. When calling or writing, please provide your customer ID number, invoice number and a brief description of the problem. We will issue an authorization number for return. 


Merchandise may not be returned without prior authorization. Any parcels sent to us without an authorization number will be refused by our Receiving Department and automatically returned to you. We are unable to accept returns on books, special orders, weighed-out oxides and chemicals, jars of opened glaze, or opened bags of dry materials. All returns are subject to a 15% restocking fee. Credit for returns will be issued after items are received in good, re-sellable condition at Highwater Clays.

 

TIMING

Please allow 1-2 business days to process and ship all small package orders, and 2-3 days for freight orders (subject to availability of inventory).  Although most orders go out the day after they are received, it is always helpful to give us as much time as possible to process your order. 

NOTE:  Shipping may be delayed when temperature drops below zero as many products are affected by freezing temperature.  Please be aware of outside temperature when you place your order.  

 

DAMAGED SHIPMENTS

Leave the damaged package(s) as is, with packing material intact, and notify us immediately at (828) 252-6033.  Take photos of the package and damage for claim processing. The carrier may come out and inspect it. We will file a claim with the carrier on your behalf and ship replacement for the damage as soon as possible.  If damage is not reported at receipt, the purchaser assumes all liability.

 

ABOUT OUR FREIGHT RATES

Our common carrier freight rates are very competitive. We have established freight discounts with many carriers and pass these savings on to our customers. We ship F.O.B. Asheville, NC or Clearwater, Florida and will be glad to get you your freight rate before we ship. In most cases, we can arrange to get you your shipment on the day you choose (Monday-Friday).

 

FREIGHT DELIVERY

Highwater Clays takes great care to ensure that your order will arrive in good condition. We check and double check the orders before they leave our warehouse. All shipments leave our warehouse in good condition. Each carrier signs a receipt indicating what they have picked up. All freight shipments require a signature at delivery.

It is your responsibility to inspect the order to be sure all packages are accounted for and in good condition. This should be done immediately upon receipt before signing the delivery ticket from the driver. 

If there is any shortage or damage, make a note of it on the freight bill. Take photos of packages and damage for claim processing. If you discover shortage or damage after the truck driver leaves, call the local terminal and Highwater Clays immediately to initiate a claim. Request that the carrier inspect the shipment and keep your invoice, bill of lading, delivery ticket, photographs, and inspection report to properly support your claim. 


It is the driver’s responsibility to bring your shipment to the back of the truck. It is your responsibility to unload it. Pick-up from the terminal and notification before delivery are available with additional charge.  If you need additional assistance, please let us know and we can make the necessary arrangements. 

 

Shipping Rate Increase Notice:  Effective December 28, 2019, an additional fee of $24 has been added by the carriers we use on all small ground packages of 50 pounds or more. 

 

WARRANTIES 

Highwater Clays makes every effort to sell the finest quality raw materials, and to blend clays that give consistent results. However, because of the many variables involved, we cannot accept responsibility for unsatisfactory results. Highwater Clays’ only obligation will be to replace such quantity of product proved to be defective by standard and accepted test methods for the ceramic industry. Highwater Clays is not liable and shall be held harmless for loss and/or damage, direct or indirect, arising from the use or misuse of products we provide. We carry no warranty other than the warranty provided by the original manufacturer. Please take care to determine the suitability of any product for your intended use before you buy.

 

 

BACKORDER OR REORDER

Although we strive to keep a full inventory, occasionally some items may be out of stock.  We do not backorder off of website orders. If you would like for us to backorder items for you, please indicate that in the customer comments section when you check out. Your invoice will indicate if we have backordered an item for you.  Backorders are automatically shipped when we receive new stock and will incur additional shipping charges, although no handling fee. Most customers prefer to reorder the item(s) with their next order or wait until the order can be shipped complete.

 

Out of stock items on a school purchase orders will be canceled unless the purchase order states that backorders will be accepted.