Shipping policy
SHIPPING AND FREIGHT POLICY
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 to freezing as many products are affected by freezing temperature. Please be aware of outside temperature when you place your order.
SHIPPING CHARGES & SHIPPING QUOTES
Shipping charges are manually calculated based on weight and distance. We will calculate the best shipping rates before final processing and shipping your order. You may also request a shipping quote by calling us at (828) 252-6033, or by entering the request in the Special Requests section on the Shopping Cart page.
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 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).
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(s) 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 damaged merchandise as soon as possible. If damage is not reported at receipt, the purchaser assumes all liability.
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.
PICK-UPS
If you prefer to pick up your purchase at our Asheville retail store, please select "Pick up" under Delivery method when you check out on our web page.
To order directly from our
Clearwater, Florida location
contact them at hwcflorders@gmail.com
For all other questions, give us a call at
(828) 252-6033.