FAQ’s

Online Orders 

Shipping

How long will it take for my order to reach me? 

We strive to have your order shipped within 1-3 business days from the day your order is placed and you will receive a tracking number via email. Expedited shipping options are available for a higher shipping fee. Please know that once the order leaves our warehouse, we have no control over its transit or delivery time.  

How is shipping calculated? 

Shipping costs are calculated based on weight, volume, and distance. Once you add items to your cart and proceed to checkout, the shipping cost will be calculated for you once your billing and shipping addresses are entered. 

Do you offer free shipping? 

Although we cannot offer free shipping, we do discount many items that we sell to help keep your overall cost down. 

Can you ship large quantities of product? 

Yes! If your order requires a pallet(s) we will create an LTL (Less Than Truckload) request through one of the multiple couriers we work with. We will always look for the lowest price, but we cannot apply any discounts for freight. 

Local Services for Online Orders

What does the "Pick Up in Store" option mean? 

Choosing this option allows you to conveniently shop and pay for your items online and pick up your order at our store. Please allow 1 business day for us to gather your order. You will receive a second confirmation email once your order is ready to be picked up. If you choose to visit before you have received this email, we cannot guarantee that your order will be fulfilled. 

 

Order Issues

I got my package but not everything I ordered is here. Why? 

If we are out of an item you purchased we will attempt to contact you to see if you would like a refund or place the item on a back order. If you choose to create a back order, we will send the item that you already paid for once it’s received. If we are unable to connect with you within 48 hours, we will issue a refund for the out-of-stock item and ship the rest of your order.

What if there is an incorrect item in my package? 

If you receive your package and there is an incorrect item, you must inform us within 7 business days of your package being delivered. We are only human, so mistakes can happen and we will do our best to correct the issue. Please send your request to [email protected]. 

I got my order and it’s damaged. What do I do? 

We take great care in packing your orders, however, damage can occur during transit. All packages leave our warehouse in perfect condition, so it is important that you inspect your order immediately after receiving it so that we can file a claim with the courier as soon as possible. You must inform us within 48 hours of your package being delivered of any damages. If there is damage to your order, please be prepared to send us photos of both the damaged product as well as the box so that we can properly process your claim. New Mexico Clay reserves the right to review photos and determine if the order is damaged due to insufficient packaging on our part or if it was damaged by the courier. If we deem that it was properly packaged, we cannot refund or replace the items at our cost. UPS may require an inspection of the damages for items exceeding $100, so please hold onto the original box and packing materials for 7 business days.  

 If you are receiving your order by freight, you may ask the driver to wait while you inspect the pallet. We have chosen couriers who are very safe with your items but always inspect your delivery. You should also review the packing list to make sure the order is correct. By signing the BOL (Bill of Lading) you are waiving your rights to claim any damages in the future. If you suspect damages (for instance, if you saw a small puncture in the side of the box or a corner crushed) you can reserve the right to inspect the box later by simply indicating on the BOL that you were unable to inspect at time of delivery, damages may have occurred but are unseen until further inspection. If you deny any shipment, and have the pallet returned and there are no damages to be found, you will be responsible for any additional handling fees as well as return shipping costs. Do not deny shipment unless you have inspected the contents and can prove damages.  

What if my tracking info reads "Delivered" but I can’t locate it? 

Every order we send comes with a tracking number using reputable delivery services such as UPS or USPS. We assume you are having the item sent to an address at a secure location. In the rare occurrence in which a package has been marked as ‘delivered’ and you haven't received it, we cannot be held responsible. We will be happy to help you open a claim with the courier, when applicable, in the event of a lost or stolen package, but we cannot refund or resend items in the event it goes missing after a successful delivery. For UPS shipments, please do not attempt to file a claim on your own. Contact [email protected] with your order details and we will help you submit the claim.  

If an order is returned due to an incorrect or incomplete shipping address (including missing apartment or unit numbers), the customer is responsible for any additional shipping charges. 

If a return or replacement is required due to an error on our part, we will cover the cost. 

International Orders

What does it cost to ship packages internationally? 

International shipping costs will vary depending on your country and what it is you would like to purchase. To see what it costs to ship to your country, simply add the items you would like to purchase to your cart and select your country at checkout. For military addresses, shipping costs can vary and we may have to adjust to those prices set by the courier.  

How fast will I receive my order if I’m an international customer? 

We ship international packages through USPS, either with First Class service or Priority International. We are not responsible for shipments lost in transit if you choose First Class. First Class service can take up to 30 days for you to receive your package and does not come with full visibility with the tracking number. Priority International is usually delivered in 7-10 business days and comes with a tracking number. We strongly suggest choosing Priority International.  New Mexico Clay is not responsible for shipments lost in transit if you choose First Class. International orders may experience extended delays due to factors that are out of our control such as postal service issues and customs delays. Because of this, international orders can take much longer than anticipated.  

Does the shipping cost include the duties and taxes? 

No, the shipping cost that we provide for you does not include any additional duties, taxes, or fees. You are responsible for any additional fees incurred. If you do not pay the duties and taxes charged by your country and the shipment becomes abandoned, we will not refund or replace your order. 

What happens if my international order is returned to sender? 

If an international order is returned to our warehouse, we will work on investigating and resolving this issue. If we are able to reship the order there could be additional shipping costs due. It could encounter the same issues or delays upon reshipping. 

I received a damaged item. Will you replace it? 

Depending on the item, if an international order is found damaged upon arrival, you may be refunded for said item. It may not be possible to refund shipping costs. We are unable to send a replacement due to the high costs of international shipping. 

Do you accept international returns? 

We do not accept international returns, all international sales are final. If you have received an incorrect item or have a missing item, you will be refunded for said item. 

Shipping Box Charges

Orders are packed using the number and size of boxes selected at checkout. If an order requires additional or different boxes due to item size, weight, fragility, or packing requirements, the customer is responsible for the cost of the additional boxes and any associated shipping adjustments. 

If extra boxes are required, we will contact you before shipping to confirm the additional charges. Orders may be delayed until payment for the additional boxes is received. 

Returns & Exchanges

We’re happy to help with returns on eligible items. If you’d like to return an item you no longer want, please review the guidelines below to see if your item qualifies. 

Return Eligibility 

Returns are accepted on most unused, standard-stock items. However, the following cannot be returned:  

• Special order items of any kind  

• Custom-ordered glazes, decals, or clay bodies 

• Dry materials unless it is unopened, unused, and in its original bag 

• Items damaged due to incorrect ordering (wrong part number, model, voltage, phase, size, etc.) 

Please double-check all specifications before ordering to ensure compatibility. 

Glaze Returns (Limited Exception)

This glaze didn’t turn out how I wanted it to. Can I return it? 

All sales are final of any product that has been opened or used. New Mexico Clay reserves the right to refuse returns that are not defective, faulty, or as pictured. We will provide a refund if the manufacturer confirms that there is a defect with the product. 

Unused, unopened glazes may be returned within 30 days of purchase, provided: 

• The glaze is still in production (not discontinued). 

• The customer covers return shipping costs. 

• A refund will be issued once the product is received and inspected to ensure it can be restocked.

Return Process

All other items return requests must be submitted within 7 days of receiving your package. To start a return, please contact us at [email protected] and our team will guide you through the process. 

All mailed returns must be sent using the return shipping label provided via email. If the return is not due to a New Mexico Clay error, the customer is responsible for the cost of return shipping. 

Once we receive and inspect the item—returned unused, in new condition, and in its original packaging—we will issue a refund to the original form of payment. Refunds may include the item price minus applicable shipping costs in cases where the return is the result of our error. 

Please note that New Mexico Clay is not responsible for items damaged during return shipping, so we strongly recommend packing return items securely. 

How long will it take until I receive my refund? 

Returns are processed with 5-7 business days of receiving the item. 

Can I cancel my order? 

We will do our best to cancel your order in the event you have made an error, but we cannot make any guarantees. We strive to get your order processed and packed as soon as possible and if the order has already been packed we may be unable to retrieve it before it has been shipped. Refunds will be issued back by means of the original source of payment. Alternatively, we are happy to refund you in the form of store credit. 

Can I add items to an existing order? 

Requests to add items to an existing order can be accommodated only if the original order has not yet shipped. 

• If a single additional item is requested and it fits within the original shipment, we may add it to the existing order. The additional item will be billed separately. 

• If multiple items are added or if the addition requires a larger box or additional packaging, any additional shipping and packaging costs will apply and will be billed with the added items. 

All add-on requests are subject to availability and may affect processing time. 

What if I have trouble checking out on your website? 

If you are getting a "decline" message on our website checkout page, the most common error message refers to "fraud services" because the billing address you entered is different than the address registered on your debit or credit card. If you are still having issues, please call us so we can help resolve the problem. 

Restocking Fee

We reserve the right to charge a 20% restocking fee on approved returns. This fee is waived if the return is the result of a New Mexico Clay error. 

Clay – Final Sale Policy

All clay sales are final. Due to the nature of clay materials and the variables involved in storage, handling, moisture content, firing conditions, and use, clay cannot be returned or refunded for any reason, including dissatisfaction with performance, workability, shrinkage, firing results, or finished appearance, unless it is determined by New Mexico Clay that there is a defect with that clay body. 

Once clay has left our facility, we cannot verify storage conditions or handling and therefore cannot accept returns or exchanges. 

We strongly recommend testing clay bodies before committing to large quantities. If you have questions about suitability, firing range, or compatibility with your processes, our staff is happy to assist prior to purchase. 

Casting Slip – Final Sale & Shipping Policy

All casting slip sales are final. Due to the nature of liquid materials and the variables involved in handling, temperature exposure, transit conditions, storage, and use, casting slip cannot be returned or refunded for any reason, including dissatisfaction with performance, consistency, casting results, or fired outcome. 

We will not ship casting slip via USPS, FedEx, or UPS. LTL freight is the only option due to the high probability of damage, leakage, freezing, or loss that may occur during transit. Once casting slip leaves our facility, we cannot control shipping conditions or verify handling or storage and therefore cannot accept returns or offer refunds. 

We strongly recommend local pickup whenever possible. If shipping is necessary, the customer assumes all risk associated with courier transit. 

Our staff is happy to answer questions regarding suitability and use prior to purchase. 

Kiln & Special-Order Payment and Return Policy

All kilns and special-order items must be paid in full before the order is placed with the manufacturer. 

Once a kiln or special-order item has been delivered, returns are not guaranteed. If a return is approved and you choose not to keep the item, the customer is responsible for all return shipping costs, and a 20% restocking fee will apply. 

Prior to shipment, our team will provide a Voltage Guarantee Form that must be reviewed, signed by yourself and a licensed electrician, and returned. By signing this form, you acknowledge that you have confirmed the correct electrical requirements for the equipment you are purchasing. You may choose to waive the electrician’s signature and assume all responsibility, thus voiding the option to return the product.

If equipment is delivered and found to be incompatible with your electrical setup or site requirements, we are unable to accept returns or issue refunds. 

Additionally, all kilns that are not regularly stocked in our warehouse are special order kilns and are final sale. 

Because these items are custom-ordered and often ship directly from the manufacturer, we strongly encourage customers to confirm specifications, compatibility, and requirements prior to purchase. Our team is happy to assist with questions before an order is placed. 

Gold Luster – Final Sale Policy

All gold luster sales are final. Due to the nature of gold lusters and precious metal products, gold luster cannot be returned or refunded for any reason, including dissatisfaction with the fired result, color variation, surface appearance, or application outcome. 

Fired results can vary significantly based on firing temperature, kiln atmosphere, clay body, glaze surface, application method, and firing schedule. Because these variables are beyond our control, we cannot accept returns or offer refunds once the product has been purchased. 

We strongly recommend testing gold luster on sample pieces before applying it to finished work. If you have questions about compatibility, application, or firing recommendations, our team is happy to help prior to purchase. 

Please take the time to visit https://overglazes.com/ and learn how to apply different types of lusters.

School & Institutional Order Policy

Quotes 
All quote requests for school, institutional, or government purchases require a minimum of 24 business hours to process. Quotes are provided based on current pricing and availability and are valid for the time period specified on the quote. 

If you need the quote quicker, you may create an account but will need to call us so we can ensure you’re set up with the correct discount. 

Purchase Orders Are Required 
A valid purchase order (PO) is required before items are gathered, reserved, or prepared for pickup or shipment. We are unable to begin processing any order without an approved PO on file. 

Order Processing 
Once a purchase order is received, orders will be fulfilled based on product availability and processing timelines. Changes to quantities or items after a PO is submitted may require a revised purchase order. 

Payment & Billing 
All school and institutional orders must match the submitted purchase order exactly. Any discrepancies may delay processing. 

If you have questions about quotes or purchase orders, please contact us in advance so we can assist you efficiently. 

Pallet & Wrapping Fees for Walk-In/Pick-Up Orders

For walk-in or same-day pickup orders that require palletizing and/or shrink wrapping, a $25 service fee will be added to the order. 

If the order is arranged at least 24 hours in advance, a reduced $15 service fee will apply. 

To ensure timely service and avoid additional fees, we encourage customers to contact us in advance when palletizing or wrapping is needed.  

Gift Card Policy

All gift cards are non-refundable and non-returnable and cannot be redeemed for cash. 

Gift cards should be treated like cash. If a gift certificate is lost, stolen, or cannot be verified, it cannot be replaced without proof of purchase. We recommend writing the gift card number down or taking a picture. 

Gift cards may be redeemed for merchandise or services at New Mexico Clay, subject to any applicable terms or restrictions. 

If you have questions about gift card use, feel free to contact us before purchase.