Shipping policy

 PARTS ORDER POLICIES:

Parts orders will be shipped USPS, UPS, or FEDEX based on best practices and availability. Shipping will be calculated at time of check out for most items. Special items or difficult to calculate shipping items will have the shipping charges billed to the customers credit card once the item has shipped - this will be noted at time of checkout.  Parts shipments will include tracking information for the customer. Please note that once your parts leave our facility or one of the manufacturer's for whom we distribute parts facility, we do not have control of the outcome. Please let us know ASAP of any shipping/delivery issues and we will do what is fair and try to make it right.

KILN ORDER IN FAQ/ POLICIES:

Does All Kiln Services or All Kiln Parts install kilns and vent systems?

• Yes. Installations are quoted additionally to the equipment. Almost all of our pricing is standard and line-itemized. Please let us know if you need a quote for any instalation from simple to complex

I ordered a kiln – what happens next?

• All online orders, including kiln purchases, are charged at the time the order is placed. Most kilns are made to order and will have a lead time noted on the items page. Please note that lead times are an estimate, and kilns may ship sooner or later than expected. You will receive a tracking number for your kiln along with an instruction guide on how to receive it once it has been shipped.
  
  Please let us know if you are unable to receive a freight shipment for any period of time.
  
  If the anticipated lead time has passed and you are looking for an update on your order, please contact us.

Do kilns ship from All Kiln Services/AllKilnParts.com or from the manufacturer

Many kilns ship direct from the manufacturer, while others will ship from our warehouse in Huntingdon Valley, PA.

For residential deliveries, the freight carrier is expected to to call to set up a delivery date, but this is not something to rely on – we suggest tracking your shipment and contacting the carrier directly. For commercial deliveries, please note in the comments section at checkout if you have specific receiving hours or if you need a liftgate service or “carrier call before delivery”.

It is important to note that if you are not available to receive the kiln when the freight company is able to deliver it, the freight company will charge additional storage fees, and you will be billed for the costs. When you are getting ready to receive your kiln, we recommend having a box cutter, drill, hammer, and at least one other person to help unbox and set up your kiln. Remember, a 7-10 cubic foot kiln packaged on a pallet with a furniture kit could weigh up to 500lbs.

Does the freight carrier place my kiln in my house?

NO. the freight carrier will only leave your kiln at the curb of your property. You will be responsible to move the kiln indoors, rain or shine. This process may be involved and require disassembly of your kiln. 

All Kiln Services offers total “white glove” delivery and installations for customers in Eastern PA, NJ, DE, Norther MD and parts of NYC. Please let us know if you are interested in a quote for this service.

I live in a tricky location/remote location/dead end street/narrow city street

If your location is inaccessible by a standard size freight truck(18 wheel, tractor trailer) we recommend picking up your shipment at the nearest carrier terminal in a box truck or pick up truck. We are happy to help you with this process, just reach out to info@allkilnservices.com with any questions.

Liftgate? Do I need that?

Probably.

A lift gate is the part of the truck that lowers the freight down to the ground. If you are having your kiln delivered to a residential address, or to a business without a loading dock or without a forklift, you will need a lift gate. Delivery drivers do not get pallets on the ground to you without a liftgate. There will be an additional charge in addition to the shipping cost if you need a truck with a lift gate.

How do I “receive” my kiln from the freight carrier?

Once the carrier arrives with your kiln you will need to carefully inspect the freight for any damages.  Check the outside of the packaging for visible damage: plastic is torn or missing, crunched or torn cardboard, brick pieces or excessive white brick dust and a top that look crushed in and/or things are protruding from packaging are all signs of damage. Kilns are never to be stacked on top of. If damage is seen, you will need to unwrap your kiln/furniture to check for concealed damage, while the delivery driver waits .  Due to changes in the law, carriers will no longer pay claims on concealed damage. If you suspect interior damages to the package- by law, It is the responsibility of the receiver to inspect the freight fully inside and out before signing off on the delivery.

I found damage at delivery – now what should I do?

If the damage is minor and repairable- ie chipped or cracked brick**- make sure to clearly notate the damage on the driver's copy of the delivery receipt. Write a description of the damage- such as "cracked bricks" or "broken brick" and clearly document the delivery with photographic evidence while the truck is still there.  Any damage MUST be notated on the driver's copy of the delivery receipt or the damages will not be addressed. After the driver has left- you can send any documentation, i.e. pictures and  delivery receipt to the equipment manufacturer AND All Kiln Services/AllKilnParts.com

**It is important to note that the soft brick that kilns are made from is just that – soft . Some chips and cracks are to be expected, it is brick after all and is not perfect. These minor imperfections are typical and will not effect the kilns function. Kilns always crack as they are fired, the process is normal and to be expected. If you are ever unsure if a crack is normal or a hazard that needs to be addressed please do not hesitate to contact us.

Please use common sense when assessing the damage. If the kiln is damaged to the point that you cannot or do not want to repair the damage, it is advisable to refuse the shipment. Write a description of the damage on the carrier receipt or “bill of laden” ie. "lid cracked through" "kiln arrived with pallet stacked on top" "pallet has been dropped, large visible damages" “severely bent/torn sheet metal” accompanied by "REFUSE SHIPMENT DUE TO DAMAGE". Once you have refused the shipment, your responsibility is over. We will be contacted by the carrier and kiln manufacturer at which point we will contact you to make things right.

I found damage after the kiln was delivered now what?

If the damage is not noted on delivery receipt or “bill of laden”, then any damage discovered later is considered suspect and likely will not be covered. Concealed damages have a reporting period of two business days after delivery date. If a concealed damage claim is approved, the freight company is only liable for a minimum of 30% of the damage and the process often takes months to be resolved at only 30%. If the kiln/freight receiver, or anyone acting on the receiver’s behalf,  signs the delivery receipt without inspecting the freight and damages are noticed later, neither the product manufacturer, All Kiln Services/Allkilnparts.com or the freight carrier will accept liability for the damages. Both the kiln manufacturer and All Kiln Services will be work with the purchaser to assist in repair of the damage kiln or parts as much as feasible.