Shipping policy

Shipping Policy

All orders from The Phoenix Kiln are shipped from our U.S. studio with full insurance and tracking.
Every piece is carefully inspected, securely packaged, and protected for transit.

Domestic Shipping (Continental U.S.)

We offer free insured shipping within the 48 contiguous United States and Washington, D.C.
Orders are shipped via UPS Ground and typically arrive within 3–6 business days after dispatch.

All shipments include signature confirmation upon delivery to ensure safe receipt.
Tracking information will be provided by email once the order ships.

Non-Continental U.S. and International Shipping

Shipments to Hawaii, Alaska, Puerto Rico, Guam, the U.S. Virgin Islands, and American Samoa, as well as all international destinations, are fulfilled via UPS Worldwide Saver or UPS Worldwide Express, depending on location and service availability.

Shipping rates for these regions are calculated automatically at checkout.
All international shipments are fully insured and include door-to-door tracking.

Customers are responsible for any applicable import duties, customs fees, or taxes imposed by their destination country.
These fees are not included in the product price and are non-refundable once the order has shipped.

Processing Time

Orders are processed within 2–3 business days of confirmation.
You will receive an email with tracking information as soon as your item has shipped.
During new kiln release periods or collector events, processing times may extend slightly due to order volume.

Delivery and Signature

To protect collectible works, signature confirmation is required upon delivery for all shipments.
If no one is available at the delivery address, UPS will attempt redelivery or hold the package for pickup at a local UPS facility.

Damaged or Lost Shipments

All shipments are fully insured.
If your order arrives damaged or appears lost in transit, please contact support@phoenixkiln.com within 48 hours of delivery (or expected delivery date).
Please retain all original packaging and provide photographs of the item and box for insurance processing.
We will assist with an insurance claim or arrange a replacement when possible.

General Terms

• Free insured shipping applies only to the 48 contiguous U.S. states.
• All orders include signature confirmation.
• The Phoenix Kiln is not responsible for delays caused by customs, carrier issues, or weather events.
• Once an order has shipped, address changes cannot be guaranteed.