Frequently Asked Questions

Placing an Order

  1. Can I place orders for Internationl addresses?
  2. Do you offer gift boxes?

Product Information

  1. How do I know if an item is in stock?

Website Information

  1. Is your website secure?

Shipping Information

  1. What about shipping to Alaska or Hawaii?
  2. How do I check my order status or track my order?
  3. What are your shipping costs?
  4. What shipping methods do you use?
  5. When can I expect my expedited shipment to arrive?

International Orders

  1. What are my internation shipping options?
  2. How long will it take for me to recieve my international order?
  3. What are shipping charges for international orders?

Payment Information

  1. Can I place an order now and send you a check?
  2. Can I use a gift card or coupon as payment?
  3. Which credit cards do you accept?
  4. Why are orders shipped to some states taxed?

Returns and Exchanges

  1. Am I billed for shipping on an exchange order?
  2. How do I return a gift?
  3. How do I return an item?
  4. How long do I have to return an item?
  5. What about a damaged item?
  6. How long will it take to get a credit?
  7. What is your return policy?
  8. What about exchanges?


Placing an Order

  1. Can I place orders for Internationl addresses?
    Yes, in step 1 of our check out process there are plenty of fields for extended addresses as well as a pull down menu listing all countries we ship to.

  2. Do you offer gift boxes?
    Yes, we offer gift boxing of Wearable Claywork items such as necklaces, earrings or sets. On the item's page and in step 2 of the check out process you will be given the option to add a gift box and/or gift messaging to all applicable items. There is an additional charge of $6.00 for gift boxing.
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Product Information

  1. How do I know if an item is in stock?
    The inventory on our site is always up-to-date. Items not available are marked as Sold.
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Website Information

  1. Is your website secure?
    Yes, our website is secure. To protect your personal information, we take reasonable precautions and follow industry best practices to make sure it is not inappropriately lost, misused, accessed, disclosed, altered or destroyed. If you provide us with your credit card information, the information is encrypted using secure socket layer technology (SSL) and stored with a AES-256 encryption. Although no method of transmission over the Internet or electronic storage is 100% secure, we follow all PCI-DSS requirements and implement additional generally accepted industry standards.
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Shipping Information

  1. What about shipping to Alaska or Hawaii?
    We offer Gound, Second Day and Next Day shipping to Alaska and Hawaii. Ground service takes up to 7 days. Second Day and Next Day may take an additional day.

  2. How do I check my order status or track my order?
    If you have an account with us, you can login to your account to review your order history and track the status of a specific order. If you do not have an account, we will send you emails to update you on the status of your order. You can also call us at 1-610-566-1394 to request order status. If you decide to call, please have your order number(s) available.

  3. What are your shipping costs?

    Standard Ground Shipping (continental US)

    If Your Order Weighs Add If Your Order Weighs Add
    Less than 1 lb $7 20 lbs to 29.9 lbs $21
    1 lb to 4.9 lbs $9 30 lbs to 39.9 lbs $26
    5 lbs to 9.9 lbs $11 50 lbs to 49.9 lbs $30
    10 lbs to 15.9 lbs $15 More than 50 lbs $38
    Second Day delivery within the continental US is between $10 and $154. Next Day delivery within the continental US is between $40 and $308. Shipping to Alaska or Hawaii is $24 to $197 for Ground, $37 to $308 for Second Day and $61 to $621 for Next Day delivery.

  4. What shipping methods do you use?
    Our packages are sent via FedEx, UPS or USPS.

  5. When can I expect my expedited shipment to arrive?
    We have two expedited options, Next Day service and Second Day service. Next Day delivers the following business day (Monday - Friday) after shipment. Second Day delivers two business days (Monday - Friday) after shipment. Orders typically ship the same day if we receive them by 3:00 p.m. Eastern time. If orders are received after 3:00 p.m. Easterm time, they wil be shipped the following business day (Monday - Friday). Orders placed on Saturday or Sunday will ship the following Monday.
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International Orders

  1. What are my international shipping options?
    We ship internationl orders (including US territories and Armed Forces overseas), up to 40 lbs, using USPS Priority Mail International.

  2. How long will it take for me to recieve my international order?
    The time frame for international order delivery is approximately 6-10 days. Delays in customs may affect these time frames.

  3. What are shipping charges for international orders?

    International Shipping (including US territories and Armed Forces overseas)

    If Your Order Weighs Add If Your Order Weighs Add
    Less than 4 lbs $25 20 lbs to 24.9 lbs $116
    4 lb to 9.9 lbs $70 25 lbs to 29.9 lbs $132
    10 lbs to 14.9 lbs $85 30 lbs to 34.9 lbs $147
    15 lbs to 19.9 lbs $100 35 lbs to 40 lbs $165
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Payment Information

  1. Can I place an order now and send you a check?
    No. At this time we do not accept checks.

  2. Can I use a gift card or coupon as payment?
    Yes! During your check out, you may enter your coupon number for easy payment. The dollar amount is already stored in our files and will be automatically calculated. We do not currently offer gift cards for sale on the site.

  3. Which credit cards do you accept?
    We accpet Mastercard, Visa, American express, Discover, JBC and Diners Club cards.

  4. Why are orders shipped to some states taxed??
    Shady Hill Clayworks is located in eastern Pennsylvania. Our physical presence in Pennsylvania requires us to collect sales tax on behalf of the Commonwealth of Pennsylvania. State laws require sales tax to be collected according to the address where the merchandise is shipped.
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Returns and Exchanges

  1. Am I billed for shipping on an exchange order?
    You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. You will not be billed for shipping if you are exchanging for an itme of similar or lower cost.

  2. How do I return a gift?
    Gift returns are simple, and are handled in a discreet manner. You may exchange for a similarly-priced item currently shown on our site as available. Please follow the return information listed below and note on your order paperwork that the item was a gift.

    Package the return item(s) securely and include the packing slip received with your order if you have it. Also include the following information:

    • Your name
    • Your current address
    • Your phone number
    • The itme you would like in return
    • Your email address if you want us to sent you tracking information
    • The reason for the return
    We will review your request and notify you to confirm availability of the itme you would like in return. Note that gift exchanges are processed in the order received and processing may take 2 to 10 days.

  3. How do I return an item?
    To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging. To complete your return, we require a receipt or proof of purchase. Package the items securely and include the packing slip received with your order. Seal the package properly for shipment and send the package to:

    Shady Hill Clayworks
    ATTN: Returns
    18 Shady Hill Rd.
    Media, PA 19063

  4. How long do I have to return an item?
    If within 30 days of the original purchase and for any reason, you do not feel that your purchase has lived up to your expectations, simply return it for an exchange or a full refund.

  5. What about a damaged item?
    We may offer an exchange or refund for any damaged item. Due to the unique design of our items, we may not be able to offer an exchange of an identical item.

    If the damaged item is a Wearable Claywork (earrings, necklaces, pins and jewelry sets), we may be able to replace a defective or damaged item with a duplicate item. Because of the unique nature of these items, there may be additional time needed to create the replacement item.

    Please contact us at 1-610-566-1394 to discuss options or send an email to refunds@shadyhillclayworks.com. If you email us, please let us know if you would like a duplicate item. We will review your request and contact you regarding options and timeframes.

  6. How long will it take to get a credit?
    Returns are processed in the order received and may take 2 to 10 days to be refunded once we receive them. Refunds are processed back to the original method of payment. Credit card refunds will be reflected on your credit card billing statement within one billing cycle.

  7. What is your return policy?
    If within 30 days and for any reason, you do not feel that your purchase has lived up to your expectations, simply return it for an exchange or a full refund. If 30 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange. To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging. Only regular priced items may be refunded, unfortunately sale items cannot be refunded.

  8. What about exchanges?
    If within 30 days of the original purchase and for any reason, you do not feel that your purchase has lived up to your expectations, simply return it for an exchange. Due to the unique design of our items, we may not be able to offer an exchange of an identical item, but a similary item only. Gifts may be exchanged for any item at the same price of the original purchase.

    If you would like to exchange an item, please contact us at 1-610-566-1394 to discuss options or send an email to exchanges@shadyhillclayworks.com. If you email us, please let us know if you would like a duplicate item. We will review your request and contact you regarding options and timeframes.
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