Ordering, Returns and Damaged Arrivals
All of our items can be shipped right to your doorstep. You can also pick up at our shop – please contact us driving a long distance to check availability.
Orders may be placed on line, via telephone or e-mail. When you contact us regarding placing an order, we will check shipping options based your shipping address and the item(s) being ordered to find the lowest shipping cost option. Please review our shipping details for information about how your item(s) will be shipped.
We accept PayPal, Visa or Mastercard. Please note that 6.75% sales tax will be added to North Carolina orders.
On Line Orders
You may place your order on line. Payment will be securely processed through PayPal, Visa or Mastercard.
To place an order via telephone, call us at 828-295-6690. If calling outside of normal business hours, please leave a message with your name and a phone number where you can be reached. Your call will be returned the next business day.
To place an order via e-mail, please e-mail us at firstname.lastname@example.org and include your contact information, billing address, shipping address, and e-mail address. We will contact you within one business day to provide a total and confirm your order. You may also use our: Contact Form.
Order Cancellation Information
Orders may be canceled any time prior to shipping. Once shipped, orders may not be cancelled. Shipping charges are not refundable as the shipper will require payment.
Return Policy & Damaged Shipments
United Parcel Service (UPS) Shipments
Items shipped via UPS may be returned within 5 days of receipt in their original condition and packaging. A credit (refund) in the original form of payment will be issued upon return. UPS charges are not refundable. Please call us at (828) 295-6690 for authorization. You may also use our: Contact Form.
Damaged UPS shipments must be reported to us within 5 days of receipt. Please retain the shipment and packing materials for 5 business days, as required by UPS. We will file a claim and promptly send out a replacement. Call us at (828) 295-6690 for assistance. You may also use our: Contact Form.
The cost to return a large chiminea will be higher than your merchandise credit. Due to the high cost of return shipping and palletized packaging (required to ensure safe delivery of the merchandise), freight shipments may not be returned. Please be advised that large chimineas cannot be returned via UPS. Please be sure about your purchase.
Damaged freight shipments must be reported to us within 48 hours of receipt. Although we pack your shipment for safe arrival, accidents sometimes happen. We recommend that items shipped via freight be inspected upon delivery. Prior to signing to accept your delivery, open the package and inspect your item(s). If there is damage, refuse the shipment, indicate the breakage on the bill of lading, and then contact us. We will ship out a replacement to you and handle the freight claim. If you have a driver that will not allow you to inspect the item(s), please indicate on the bill of lading that the package was accepted without inspection. If there is damage after the driver leaves, contact us within 48 hours of the delivery – the sooner the better, as freight companies require quick notice.
Every chiminea that we ship is insured; however, a claim could be rejected by the freight company unless damage or non-inspection is indicated. Otherwise, the freight company will consider the freight to have arrived safely. In this case, we will be happy to assist you in filing a freight claim, but are not responsible for filing the claim or replacing the merchandise.
* A damaged chiminea is one that is cracked or broken in pieces. Small dents or slight imperfections in the clay are not damages; rather they are natural characteristics of hand crafting that add uniqueness to each individual piece. Shipping charges are not refundable.