Damaged, Lost, or Stolen Orders?
We’ve partnered with Route Protect to provide protection for “in-transit” related issues. Please file a claim with the Route team here for quick assistance with your order issue!
Returns and Refund Time Period
Issues regarding your order must be reported within 7 days of receiving the item(s) in the mail according to the tracking number provided by USPS (or other courier/mail service). After this 7-day period, the sale will be counted as final.
Help, My Clay Arrived Hard!: Warm Weather Shipping and Accidental Curing in Transit
We get our clay fresh from the manufacturer and test each new shipment for quality and softness. We keep our clay in optimal, temperature controlled conditions to ensure it remains as soft and fresh as possible.
However, once shipments depart our facility, they are officially in the hands of the shipping company (usually USPS but sometimes UPS or FedEx) and unfortunately we have no control over how the package is treated in transit.
In higher temperature months (i.e. during the summertime), there is a small risk of clay blocks accidentally curing and becoming hard in transit, for example, if the shipment was left in a hot place for too long.
In instances like these, clay that was fresh when it left our facility can get prematurely "cooked" and appear old and hard when it was previously fresh and soft.
When purchasing from our shop, the buyer assumes the risk of accidental curing.
If your clay has arrived damaged, please file a claim with Route, our package protection partner, here.
Returns: Sending Returns Through The Mail
If we determine that a return of products (without going through Route) is the next step, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
To keep our prices competitive, we require that the sender pay for return shipping to our facility. Depending on the situation, we may also apply a 10% restocking against your return amount.
- Open packs of clay
- Gift cards
To complete your return, we require a receipt or proof of purchase.
Returns: Refund Claim Inspection and Approval (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at email@example.com.
Sale items (if applicable)
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.
Exchanges (if applicable)
We only replace items if they are defective or damaged. Clay that arrives hard is most likely a case of accidental curing in transit during warmer weather months. This is a form of mishandling by USPS or the courier / postal service. For this, a claim must be submitted through our package protection partner, Route. Click here to file a claim.
We reserve the right to review orders accordingly and make a conclusion at our discretion.
Please contact us regarding exchanges by email at firstname.lastname@example.org.
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.
If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return.
To return your product, you should mail your product to: The Clay Republic, 1216 12th Terrace, Palm Beach Gardens FL 33418, United States
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
Depending on where you live, the time it may take for your exchanged product to reach you, may vary.
If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.