You may return most new, unopened items within 15 days of delivery for a full refund of product costs (not including shipping/handling). We'll also pay the return shipping costs if the return is a result of our error (you received an incorrect or defective item, etc.).
You should expect to receive your refund within four weeks of giving your package to the return shipper, however, in many cases you will receive a refund more quickly. This time period includes the transit time for us to receive your return from the shipper (5 to 10 business days), the time it takes us to process your return once we receive it (3 to 5 business days), and the time it takes your bank to process our refund request (5 to 10 business days).
If you need to return an item, please be sure to Contact Us with your order number and details about the product you would like to return. We will respond quickly with instructions explaining how to return items from your order. If you we have not communicated your return may not be credited.
Shipping costs to return polymer clay will not be paid by Poly Clay Play because you may assume it is bad clay when, in fact, it has to be conditioned properly. Each clay brand reacts differently and has to be conditioned accordingly. Please read this article by Ginger at TheBlueBottleTree.com for conditioning tips and information: https://thebluebottletree.com/how-to-condition-pardo-translucent-art-clay "Fimo Professional, Cernit and Pardo are naturally crumbly but this goes away with conditioning." Please take a look at this video. https://polyclayplay.com/how-to-condition-all-pardo-clays/
Product Quality - Please know, I ship product that I have every reason to assume is in the best quality condition. Since I cannot open products to check them before they are shipped, I have no way of knowing there is a problem. In my effort to ship the freshest products, I don't keep a large quantity of perishable products. I ship products that I have received from my supplier recently.
Shipping - NOTICE: I ship to the US. I have had several shipments to Canada stuck in Customs for weeks and weeks so I will no longer offer shipping to Canada. I am sorry but I am not set up with the required VAT# to ship elsewhere.
Free Shipping - Poly Clay Play offers free shipping for orders over $100 - USA customers only. Note: There will still be a small handling charge. In the case of out of stock items, orders that receive free shipping may be held until all items can ship together. If you are in a hurry for an item in your order, please send me a note and every effort will be made to get it to you quickly. Please note: there are a handful of items that have specific shipping charges and those will not ship for free in most cases. I have made every effort to make notice in the product description.
Handling Charge - There is a small handling fee added to every order, including orders qualifying for free shipping. Rather than raise the prices on every product, I have opted to keep prices low and add a small handling fee to help cover expensive shipping supplies I use to keep your perishables temperature controlled and other supplies to keep your items safe during shipping. It also covers the times when the USPS program doesn't charge quite enough for shipping. This handling charge is returned in the form of an automatic discount. Please continue to read Automatic Discount for details.
Automatic Discount - If you continue to shop at Poly Clay Play, on your 3rd order you will automatically receive $1 off, on your 6th, $2 off and your 9th and from then on, $3 off. That negates the handling fee.
How much does shipping cost? - To get an estimate of shipping, please add items to your cart and then click the little suitcase at the top right of the page. Click View Cart. Scroll down and click Estimate to the right of Shipping. Add your Info and you should get an estimate.
Shipping is charged by weight in most cases so please realize, clay and other supplies are heavy! Orders weighing 15.9 ounces require Priority Mail packaging by the USPS. Also remember, Priority has better tracking and faster delivery.
In stock items - Normally ship by USPS First Class or Priority Mail within 48 hours after your payment is received and cleared, excluding weekends and holidays.
If your order has been delayed, please check the home page for a possible Delayed Shipping Notice. You may have missed this notice at the top of the box you are required to check when you placed your order. Delayed shipping notices will be displayed in a box just below the product carousel.
Shipping Times - Orders ship Monday through Friday (and sometimes Saturday) excluding USPS holidays. It's just lil 'ol me here and I visit my kids as often as possible. If I am out of town, there will be notice at the top of the box of terms you have to agree to on the check out page as well as on the Home Page. I usually offer a coupon code in appreciation for your patience. I also try to send a note in a newsletter so sign up today! It's free.
In a Hurry? - If you are in a hurry for items, please send me a note or add a note to the comments on your order. Every effort will be made to get your order shipped in time to arrive when you need it. Please try to plan ahead in case an item you want is out of stock. I can usually get items back in stock in about a week.
Perishables (Clay, Paint, most liquids) - We take precautions to avoid issues but cannot control shipping temperatures between us so please consider this for your location and time of year when ordering perishable items. If they are exposed to extreme heat, they may be damaged. We are not responsible for "Mother Nature". Please consider Priority Mail for these orders because they should get to you more quickly than 1st Class Mail packages. I ship clay in extreme temperature resistant envelopes year round.
Back Order (Out of Stock) Policy - If a product is out of stock, I will either issue store credit for the missing item and then ship the rest of your order in an effort to get your order to you as quickly as possible or I may send an email with other options. If you need a product in a hurry or by a specific date, please contact us to ensure that it is in stock and can reach your location by your desired date.
You can always check the status of your order by signing into your account. Please click the Managing Your Account link for more details about what the various order status terms mean.
NEVERKnead Machines - They ship directly from my supplier. If your order contains other items, they will come directly from Poly Clay Play so please expect two different deliveries.
Coupon codes are available as a courtesy. ONLY ONE COUPON CODE can be used PER ORDER.
I like to help you save when I can! Most coupon codes won't work for polymer clay because I have discounted clay as much as possible already.
If you have any questions or concerns, please send me a note using the form below.
Thank you for visiting Poly Clay Play!