Shipping and Return Policy
Shipping & Returns Policy
Shipping is automatically calculated prior to submitting your payment information. Add items to your cart and proceed to the Checkout page where you will be offered Shipping Method choices. We ship via UPS and USPS.
Our Standard Free Shipping offer is available on orders placed online that are over $150.00. Not available for orders shipped outside the continental United States, for wholesale orders, or orders placed by phone. Click here for complete details about our Free Shipping offer.
Alaska, Hawaii, and Puerto Rico Shipping
We have recently updated our policies and now ship free to Alaska, Hawaii and Puerto Rico on orders over a $150.00, otherwise USPS and UPS rates apply.
We ship to nearly every location on the globe. Live shipping rates are available in our cart system, and we are also happy to quote a shipping cost to any location not listed. Please contact our customer service department with your specific needs. Please see the international orders details below for more information. Fill your cart up with at least $150 in products and enter code "INTL5" during check out to get $5.00 off your order. This discount does not apply to wholesale accounts or orders shipping to the U.S. Offer valid only at time of order.
Most kilns we offer are shipped directly from the manufacturer to assure the safest arrival and may take up to 2 weeks during peak times. If the delivery date is critical or if you require expedited shipping service, be sure to check with our Customer Service Department at 888.478.5060 (International customers - 323.386.2323) for current lead times before finalizing your order. Most kilns will ship separately from the rest of your order and a separate tracking number will be sent to the email address associated with your account. Please see additional information below on high-value order shipping.
It's important to provide us with an accurate email address when placing your order so we can send you your tracking number for your shipment. The moment you check out, an email confirmation of your order is sent to you. If you do not receive a confirmation via email, call us at 888.478.5060 ext.1 if you believe you successfully placed an order but did not receive a receipt.
When your order is shipped, an email with your tracking number is automatically generated and sent to you (if your package is shipped using a track-able method). The email contains a link to track your package. This is the easiest and fastest way to track your order. There is also a link on your account available by logging in. After logging in, you will be shown a welcome screen with various account maintenance links. Click on the link to check the status of your orders. Be advised that shipped orders are usually updated the day after shipping, therefore the shipping information may not be up to date for several hours after we've shipped. Should your package be lost during transit, we will gladly assist you in recovering your goods by initiating a trace from our end, however we will not replace lost packages at our expense. Insurance is recommended on all packages. Please indicate in the notes during checkout that you would like insurance included in your shipment.
Time in Transit
We offer UPS and USPS shipping options for domestic and international orders. How long it will take to receive your order depends on the shipping method you've selected and your delivery address. For US deliveries going UPS Ground, the time in transit is shown in the map below. This map is a general representation of UPS Ground transit times. For service availability and to calculate the delivery time for a package shipped between a specific origin and destination worldwide, click here and enter Jefferson, WI 53549 as the Ship From address. You can also calculate time and transit for USPS shipments to your destination by clicking here.
All high value items, including kilns, will require an adult signature on delivery. When your order is shipped, a UPS or USPS tracking number is automatically emailed to the email address you provided for your account. Be sure to read this important email for the delivery date for your package and be sure you are available to sign for the package. If you are not available, UPS will make up to 3 attempts to deliver. If you are not able to accept the delivery within the 3 day period, the package will be returned to the delivery facility and a notice left at your delivery address. You will then need to arrange pickup at the facility. If arrangement is not made by the date given on the delivery notice, the shipment will be returned to Cool Tools along with our original shipping costs and the return fees will be deducted from the payment made and the difference refunded to you. Please be sure that you will be available for delivery to avoid costly reshipping and return fees. We do not deduct anything more than the costs imposed on us. USPS delivery is different. If you are not available for signing, a notice will be left and you will need to arrange pickup at the Post Office. If the package is returned to us as unclaimed, the shipping costs we incurred (even if the item was shipped free) will be charged from your payment and the balance refunded to you. We stock most of the kilns we offer, however some kilns are shipped directly from the manufacturer due to their heavy weight. Please check with us before ordering if the delivery date is critical.
UPS includes $100 dollars in insurance coverage on all shipments. Amounts over $100 for UPS shipments and insurance on a shipment by any other carrier is at your option. We recommend you purchase insurance to protect against loss or damage. Please contact us before placing your order so we can arrange insurance coverage.
Expedited Shipping & Delivery Times
Overnight shipping is available on web orders placed before 12 noon, CST, Monday through Friday. (Overnight orders placed on a weekend will be shipped after entry on Monday.) We can ship USPS Express or UPS Overnight. Both of these services will require a signature. UPS does not deliver on Saturdays with exception to UPS Worldwide Express, UPS Next Day Air and UPS 2nd Day Air, if specified. (Note: UPS charges a $15 fee for special Saturday deliveries. Please see UPS.com for additional information.) 2nd and 3rd day shipping is also available and must be placed before 12pm to ship the same day. Keep in mind that UPS 2nd day will arrive 2 days AFTER the order is shipped and 3 day is 3 days AFTER the order is shipped. We do not guarantee same day shipping on orders arriving after 12pm. Please contact our shipping department directly (920-541-3510) to find out if your package can be shipped the same day. International orders with expedited shipping must receive a quote prior to shipping. Please allow time to calculate shipping rates. Some kilns we offer are shipped directly from the manufacturer and may not be available for expedited shipping. Please check with us before ordering to verify.
Residents of Alaska, Hawaii, Puerto Rico, Guam, and the US Virgin Islands will be contacted if a shipping adjustment applies. Items such as kilns and heavy packages must be verified for cost. We will provide you a quote prior to shipping if required.
Address Corrections + Undeliverable Packages
If we receive a shipment back due to an incorrect address entered by you, you will be charged for the cost to re-ship the package. If there is a charge by the carrier to return the package to us, you will also be charged for the cost of the return. If you choose to cancel the order for non-delivery due to an incorrect address entered by you, you agree that the charge for original shipping and return costs (if any) will be deducted from the refund amount. If a package is returned due to an error on our part, we will reship the package at no cost to you.
Due to the nature of shopping carts, sometimes an item on our website will appear available although is actually out of stock. If this occurs, we will apply a store credit to your Cool Tools account or issue a refund through Paypal or credit your credit card.
We currently accept Visa, MasterCard, Discover Card, PayPal, e-Checks, bank drafts, wire transfers, money orders and Cool Tools Gift Certificates for online orders.
If you check out using PayPal, you will still receive a receipt from Cool Tools. A receipt from us does not mean the order was successfully completed. Only when you receive a payment receipt directly from PayPal is your payment completed. If you do not receive a receipt from PayPal showing your payment was completed, the order is unpaid and it will not ship until payment is completed successfully. When we find an order that shows PayPal as the payment method and the payment is not compete, we send a request for payment through PayPal. It is the responsibility of the customer to make sure their payments are complete. We are not responsible for technical difficulties through PayPal. The best way to be certain that the order is successfully competed is to go to your PayPal account and check. You can also go to your Cool Tools account and look at the current order to verify the balance. We will not be held liable for orders that are not shipped due to incomplete payments.
Payment can be made by check or money order by selecting your option at checkout. A payment address will be displayed. Do not send cash as payment. Orders paid by check will ship after check has been received and cleared. Make all checks and Money Orders payable to Cool Tools. Mail checks to:
Cool Tools Order Dept
If your payment is returned unpaid by your financial institution, you will be assessed a fee of $20 or the maximum amount allowed by state law. You further authorize the collection of your payment and a returned item fee to be withdrawn from your account via EFT or draft.
We are required to collect sales tax for deliveries to the following states: WI. Application of sales tax may be subject to change.
Prices and availability are subject to change.
Canceling & Modifying Orders
To modify an order you have recently placed, go to login / my account, then click on "Change an order". Orders can be cancelled or changed until they are printed by our shipping staff. Please call our shipping department at 920.568.5830 if you need to cancel an order that is in processing. If shipped, please obtain an RMA for return or refuse delivery. We are not able to combine orders. If you have any questions or concerns about your order, please contact Customer Service at 888.478.5060, 9am-4pm CST (International Customers - 323.386.2323) or email us.
All international orders receive live shipping rates at checkout. We use UPS and USPS shippers. Parcel, flat rate and expedited services are available. We look for the least expensive shipping options and pass along our discounted rates. International packages are track-able only when shipped via USPS International Express or UPS and are fully insured. A broker fee may be charged upon delivery for UPS shipments.
Packages shipped via an untraceable method (Priority, First Class International) is at the buyers risk. Indemnity varies from country to country and is calculated by weight. Ownership of the goods passes to the customer upon shipment. Should your package be lost during transit, we will gladly assist you in recovering your goods by initiating a trace from our end, however we will not replace lost packages at our expense. Insurance is recommended on all non-traceable international packages. Please indicate in the notes during checkout that you would like insurance included in your shipment. To place a phone order or to inquire about international ordering, please call 323-386-2323.
We accept most items back for a refund or store credit. To initiate a return or exchange, click here and select Returns. We'll provide you with a return merchandise authorization (RMA) number for your return. Returns are accepted without an RMA, however; a restocking fee of 15% will be applied. RMA's are available for 30 days after your invoice date. Some items are non-returnable: all metal clay products including gold, silver, copper, bronze and steel, anything sold by the foot (including wire, bezel wire), opened or used items, kilns, torches, Flex Shaft Machines, books, DVDs, special orders and sale items. For items shipped using our Free Shipping offer, a restock fee for the cost of the original shipping will be applied. Shipping charges are not refundable. No cash refunds. Store credits expire 1 year from date of issue. Please be sure to double check your order to assure accuracy at checkout.
A store credit can be used toward anything in our store. Store credits expire 1 year from date of issue.
Damaged Merchandise, Missing or Wrong Items
If something arrives with concealed damage or is missing a product, please notify us within 7 days of shipment. Do not discard any packaging and make sure to refuse any shipment that is obviously damaged. Acceptance of a damaged shipment voids all claims. Click here to initiate a claim / choose the Customer Service Dept in the drop down menu or call us at 888.478.5060 and we'll snap into action to fix the problem.
Updated June, 2017