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Welcome to KilnParts.com, your source when you need parts or just help fixing your kiln

Customer Service

  • Shipping & Delivery Policies

  • FLAT RATE SHIPPING

    Save yourself some money and choose "Flat Rate" when you checkout. We will ship your order through the US Mail or UPS system. One flat price regardless of what you order as long as it ships to the Contiguous United States. You will still receive a tracking number when your order ships.
  • UPS SHIPMENTS

    KilnParts.com ships small orders by UPS. UPS picks up from our store once daily (Monday-Friday) between 4 - 4:30PM CST. We strive to ship orders the same business day they are placed (next business day for orders placed during off hours), but unfortunately we cannot guarantee order processing times. If you are placing a TIME CRITICAL order please call us to discuss transit times and guaranteed shipping options. Orders placed before 3PM CST normally leave our store at 4:30PM CST and enter the UPS system. Shipping Times and Transit times, refer to the number of business days your shipment is expected to take once it enters the UPS system. The shipping day is NOT counted in the transit time. 

    UPS Ground - One to Five day delivery time depending on destination. (Typically one day in the St. Louis, MO vicinity) 

    UPS 3 Day Select - Delivers by the end of the third business day  

    UPS 2nd Day Air - Delivery by the end of the second business day 

    UPS Next Day Air Saver - Next business day delivery by 3:00 or 4:30pm where UPS Next Day Air delivery is committed by 10:30am or Noon, respectively 

    UPS Next Day Air - Next business day delivery by 10:30am, 12:00 noon, or end of day depending on destination. 

    If you place an order online or by phone we will email you a tracking number when your order ships so you can track it's progress!

    UPS Shipping DAMAGE

    Although we package items as carefully as possible, damage does occur occasionally. If you receive a damaged shipment from UPS and the damage is obvious, make a note when signing for the shipment and inspect the merchandise for damage. If damage occurs save all packaging materials and contact us ASAP!

    LTL (TRUCK) SHIPMENTS

    KilnParts.com is able to ship larger orders on pallets by truck, so if you place a large parts order or some of the items are too heavy to ship by UPS your order will ship by truck. Just select "Flat Rate" as your shipping method and we will take care of the rest!

    Back Ordered Items

    Although we try to keep enough items on hand to fill orders we do occasionally run out of an item. If we do not have an item in stock at our store one of two things will happen depending on the cost of the item(s):

    - If the item(s) that are out of stock amount to less than $20 we will not back order them. Please reorder on a future order.

    - If the item(s) that are out of stock amount to $20 or more we will either back order the item(s) and ship them from our store when they arrive or ship them directly from the manufacturer at no extra cost to you.

  • Privacy Policy

    We have a fairly simple privacy policy.

    - We will not share, rent, sell or give away your personal information unless it is necessary to fulfill your order or process your payment.

  • Returns & Replacements

    Items returned with a receipt

    Items can be returned for a full refund as long as the item(s) are in new and sellable condition and the items were bought within 45 days. Items can be returned for store credit as long as the item(s) are in new and sellable condition and the items were bought within 90 days.

    Items returned without a receipt

    Items can be returned for store credit as long as the item(s) are in new and sellable condition. Store Credit will be issued at the current item pricing. No returns or exchanges will be accepted on items without a receipt after 45 days.

    Clearance/Sale Items

    No returns will be accepted on clearance or sale items.

    Special Orders

    Returns will be accepted on special order items however a restocking fee applies for all non-stock items. The restocking fee varies depending on the policies of the vendor the item is purchased from, but it will not exceed 20% of the item price.

    Defective Merchandise

    If you feel something you purchased from us is defective in any way please contact us as soon as possible and we will, at our discretion, either refund the purchase price or replace the product. We want you to get quality merchandise and we will work hard to rectify any problems with the items you have purchased if the situation ever arrises.

    Return Shipping Fees

    All shipping fees to return merchandise to Krueger Pottery Supply are the responsibility of the customer except in the case of defective or damaged merchandise.

    Shipping Insurance

    If you must return an item to kilnparts.com please insure it for the purchase price.

    Shipping Damage

    If an item is damaged in shipping please contact us as soon as possible after receiving the item. If the packaging is damaged please note the damage with the carrier when receiving the package.

    Shipping Errors

    If you receive an incorrect item please contact us as soon as possible so we can rectify the error.

    Refused Shipments

    Once an order has shipped kilnparts.com is unable to recall it. If you choose to refuse a shipment you will be responsible for shipping charges for the original shipment and the return shipping fee. We will issue a credit for merchandise that is refused once it is received.

    Return Shipments

    If you choose to return an item within our above guidelines please ship it back insured using a carrier or your choice. Some carriers offer insurance up to a certain dollar amount free of charge, but it is your responsibility to verify that the insurance offered covers the cost of the item(s) being shipped. Customers who choose to return items that are not defective are responsible for shipping charges. You do not need to contact us before returning an item(s) unless you are returning a defective item. Please include a copy of your receipt with the shipment.

  • Ordering

    Orders can be placed online at KilnParts.com, they can be phoned in to either 314-963-0180 or 800-358-0180, they can be faxed to 314-963-7712.

  • Payment

    KilnParts.com accepts payment by Visa, MasterCard, American Express, Discover, Checks and Money Orders. When checking out please select the appropriate payment method. Orders paid for by check or money order must be paid before the order ships. Please send payment to:

    Krueger Pottery Supply
    8153 Big Bend Blvd.
    Saint Louis, MO 63119

    Checks and Money Orders may be held for 7-10 days until they clear.

  • Purchase Orders

    KilnParts.com accepts purchase orders from schools and businesses. If you would like to setup an account please contact us at 314-963-0180 or 800-358-0180.

  • Viewing Orders

    To view your current and past orders please select "My Account" at the top left of any page and login using your email address and password. Once logged in you can click "My Orders" on the left side of the page to view orders.

  • Updating Account Information

    To view your current account information please select "My Account" at the top left of any page and log in using your email address and password. Once logged in you can click "Edit" next to the information that needs to be changed. Make sure to click "Save" after editing your information to update our system.