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Shipping Procedures

When shipping and receiving kilns, it is important to ALWAYS INSPECT YOUR SHIPMENT BEFORE SIGNING FOR IT!!! 

Take pictures... multiple images of the freight delivery, from multiple angles.

Kiln Frog, LLC. cannot be held responsible for visibly damaged freight that has been signed for by the consignee (person, company receiving the freight or person acting on behalf of the consignee). 

This is very important, please see below for more details...

What if my shipment is damaged or something is missing?

All merchandise is closely inspected prior to shipping. Damage in transit is the responsibility of the carrier. So, please read the following information carefully -- it could save you a lot of hassle! 

VISIBLE DAMAGE

  • When your freight shipment is received it is important that the shipment is inspected for visible damage BEFORE signing for the delivery. If the visible damage is noticed and is found to be unacceptable by you or your designated proxy, Kiln Frog REQUIRES that the freight delivery must be refused and not signed for.
  • If freight is refused (not signed for) the shipping company will not deliver it and must take it away. In this way, financial responsibility for the damaged freight does not become the responsibility of the customer. Please notify us so IMMEDIATELY, so that we can inform the manufacturer to expect the return shipment. 
  • If the customer does sign for visibly damaged freight during delivery, it is understood that the shipment is acceptable as delivered. The consignee (person to whom the freight is delivered) is entirely responsible for the costs of repairs, replacement, and any associated shipping costs.
  • Kiln Frog, LLC., as well as the kiln manufacturer, will not be held financially responsible for any visibly damaged freight that is signed for by the consignee.
  • In the event that someone, other than the consignee, accepts delivery and signs for the shipment: spouses, friends or the business next door, It doesn’t matter, once it’s signed and released, it’s signed.

Kilns are generally shipped in double-wall, fiberboard containers that are strapped to a pallet. Visible damage includes (but is not limited to) container punctures, crushing, apparent re-packaging, pallet damage, and water damage.

CONCEALED DAMAGE

  • It’s possible that damage to the shipment is concealed without any noticeable damage to the shipping container. In this instance, the customer (consignee) must report any concealed damage to the freight company, Kiln Frog and the kiln manufacturer within a time period of 5 business days.
  • It is also possible to receive freight that shows wear or damage to the shipping container without having damage to the kiln itself. In this case, you may accept the freight as delivered while also noting the packaging damage on the delivery receipt at the time of delivery.
  • Some freight companies will divide concealed damage financial responsibility as 1/3 to freight company, 1/3 to the shipper (manufacturer) and 1/3 to the customer (consignee). It is much better for you if images of the freight delivery are taken at the time of delivery, before signing. If concealed damage is claimed and the shipping container looks fine, you are in a much better position.

MISSING ITEMS

    If your freight shipment is missing any of the boxes as indicated on the freight bill, Please write, “This shipment is short by X packages.”  This is very important as the freight company, Kiln Frog, and the kiln manufacturer will not be responsible if you sign the Freight Bill without noting any shortages. 

      What happens if I want to return my purchase?

      Before returning merchandise, YOU MUST call us for authorization and instructions as we will need to obtain a "Return Goods Authorization" from the manufacturer. No cash refunds.

      All returned merchandise is subject to a restocking charge. Kilns may only be returned within 5 days of delivery, after 5 days no returns will be processed.

      There is a 25% restocking fee + shipping and handling both ways for returned or refused shipments on the following products:
      • All non-kiln products
      • Kiln models that are built in 120V or 240V single phase design (except as noted below)

        There is a 50% restocking fee + shipping and handling both ways for returned or refused shipments on the following products:

        • Operating voltages other than 120V and 240V (this means 208V, 100V, 200V, etc.)
        • Multi-phase, non-single phase designs (this means 2 phase, 3 phase, 380V, 400V, 415V, etc.)
        • Special/Custom features
        • 29” diameter models
        • Oval ceramic models
        • Evolution models
        • Manually operated models

        Restocking fees do not include shipments that are refused for damage that isn't signed for by the consignee. However, if freight is refused for damage and there is none, restocking fees will apply. This determination will be at the sole discretion of the manufacturer.

        What happens if I want to cancel my purchase?

        There is a 50% cancellation fee for canceled orders that contain the following features. Cancellation fees are subject once the order moves to the production floor.

        • Operating voltages other than 120V and 240V (this means 208V, 100V, 200V, etc.)
        • Multi-phase, non-single phase designs (this means 2 phase, 3 phase, 380V, 400V, 415V, etc.)
        • Special/Custom features
        In addition, there is a 50% cancellation fee for the following Evenheat models regardless of features:
        • 29” diameter models
        • Oval ceramic models
        • Evolution models
        • Manually operated models

        Freight shipped inside vs. outside the Contiguous U.S.

        We ship freight only to the 48 interior states. The advertised shipping rates only apply to the 48 interior states. Anything shipped outside of that area must be delivered to a freight forwarder that you must set up. Once the freight is delivered to the freight forwarder of your choosing, Kiln Frog is no longer responsible for your delivery

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