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Shipping, Cancellations & Returns Policy

Shipping, Cancellations & Returns

Free Shipping on Orders Over $50

At Gaia Ceramica, we believe in transparent pricing and service. That’s why we offer free shipping on all standard orders over $50 within the contiguous U.S., including liftgate service when needed. For orders under $50, a flat $10 shipping rate applies.

Note: Non-standard deliveries (e.g. remote locations, limited-access areas, or special handling) may incur additional charges. We’ll always contact you first before processing any extra fees.

Order Process

  • Order Confirmation: Once your order is placed, you’ll receive an email confirmation. This confirms we’ve received your order and your payment method has been pre-authorized.

  • Processing: If the item is in stock, we’ll process your payment and ship it promptly. For custom, made-to-order, or backordered items, we’ll notify you of the expected lead time.

  • Tracking: When your order ships, we’ll send tracking info via email. We work with UPS, FedEx, USPS, R+L Carriers, and SAIA Freight depending on item size and weight.

Track your shipment here:
Track USPS | Track UPS | Track FedEx | Track R+L Carriers | Track SAIA

📦 We do not ship outside the U.S. or to P.O. Boxes via UPS or FedEx.

Shipping Details

  • Signature Requirements: Some deliveries require a signature. If your shipment is marked "delivered" by the carrier and no signature was required, we are not liable for theft or loss.

  • Freight Appointments: If your item ships by freight, the carrier will call to schedule delivery. Please provide an accurate phone number and be available to accept delivery. Delays may result in storage or re-delivery fees.

  • Address Changes: Changes to the shipping address after the order is placed may result in additional charges. Please double-check your address before completing checkout.

  • Travel Notice: Let us know ahead of time if you'll be unavailable to accept your shipment.

Damaged Shipments

If your item arrives damaged:

  1. Do not sign for the package. Refuse delivery and note all visible damage with the driver.

  2. Take photos of all visible damage to packaging and product.

  3. Email us within 24 hours at info@gaiaceramica.com.

  4. Keep all packaging and do not dispose of the item.

  5. Request an inspection report from the carrier.

⚠️ Once a delivery is signed for, we cannot file a damage claim or offer compensation.

Faulty or Malfunctioning Items

If your item doesn’t function as intended:

  • Contact us immediately at info@gaiaceramica.com.

  • We’ll help troubleshoot and coordinate with the manufacturer.

  • Most items are covered under a manufacturer’s warranty (typically 1–5 years).

  • You may be eligible for replacement parts, repair, or a new unit depending on the situation.

Wrong Product Received

If you receive the wrong item:

  • Contact us within 7 days of delivery.

  • We’ll cover return shipping and send the correct product at no additional cost.

  • Please do not use or discard the incorrect item.

Cancellations

  • Before Shipping: Orders may be canceled before shipping with no penalty.

  • After Payment Processed: If your payment has been processed but the order hasn’t shipped, a 5% administrative fee applies.

  • Made-to-Order Items: Cannot be canceled once production has begun. Cancellation fees of 25%–50% may apply based on manufacturer policies.

  • After Shipping: The order will be handled as a return (see below).

Returns

We accept returns on many unused, non-custom items, but due to the nature of our products and manufacturer policies, some limitations apply.

Eligibility

  • Request a return within 15 days of purchase or 2 days of delivery, whichever comes first.

  • Email info@gaiaceramica.com for Return Authorization (RMA).

  • All returns must be unused, in original packaging, and in like-new condition.

  • Return shipping costs are the buyer’s responsibility.

Not Eligible for Return

  • Kilns, wheels, pug mills, slab rollers, and other electrical equipment

  • Custom or made-to-order items

  • Used, refurbished, or clearance products

  • Clay, glazes, tools, and other consumables (unless we shipped in error)

Restocking Fees

  • Returns may incur a 25%–50% restocking fee, depending on the manufacturer.

Exchanges

We do not offer traditional exchanges. If you'd like a different item, please return the original item (if eligible) and place a new order. Custom items and used products are not exchangeable.

Buyer’s Remorse

We understand that minds can change. However, buyer’s remorse is not grounds for return on:

  • Custom, special-order, or made-to-order items

  • Opened or used equipment

  • Electrical studio equipment (e.g., kilns, wheels)

Returns on eligible items due to buyer’s remorse are subject to all restocking and shipping policies above.

Refunds

Once we receive your returned item and inspect it:

  • A refund will be issued to your original payment method.

  • Please allow several business days for processing.

  • Original shipping fees are non-refundable.

Warranty Coverage

Many of our products are backed by manufacturer warranties. Gaia Ceramica assists with claims, but final decisions rest with the manufacturer.

Warranties do not cover:

  • Normal wear and tear

  • Improper use or installation

  • Unauthorized modifications or repairs

  • Accidental or freight damage after delivery

We recommend registering your product with the manufacturer when applicable.

Need Help?

We're here to support you every step of the way.

Contact Us:
Gaia Ceramica
450 Clinton Street
Brooklyn, NY, United States
Email: info@gaiaceramica.com
Phone: +1 833-927-3386
Website: www.gaiaceramica.com