Prices are subject to change without notice.
Please check your order immediately upon receipt.If there is any discrepancy in your order, you must notify Highwater Clays within 5 business days. If you need to return an item you have purchased from Highwater Clays, a return request must be made within 30 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 not able to accept returns on books, special orders, weighed-out oxides and chemicals, jars of opened glaze, or opened bags of dry materials. Returns are subject to a 15% restocking fee. Credit for returns will be issued after items are received in good, resellable condition at Highwater Clays.
Most orders go out the day after they are received. However, it is always helpful to give us as much time as possible to process your order.
DAMAGED UPS AND FEDEX PACKAGES
Leave carton as is, with packing material intact, for the carrier to come out and inspect it. We will re-ship replacement for the damaged merchandise to you and file a claim, but you must notify us of the damage within 5 business days of delivery.
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 Saint Petersburg, 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).
Highwater Clays takes great care to insure 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.
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. If you discover shortage or damage after the truck driver leaves, call the local terminal and Highwater Clays within 36 hours to initiate a claim. Request that the carrier inspect the shipment and keep your invoice, bill of lading, delivery ticket, 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 necessary arrangements.
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.