For Our Clients
U.S. orders
Wool+Clay offers different shipping options for shipping addresses within the united states. We do not ship to PO boxes.
Sales tax
Applicable sales tax will be calculated during checkout based on your shipping address.
International orders - Customs fees, import tax & duties
All international orders (outside of the USA) may be subject to sales tax, import duties, and customs charges at the receiver’s expense. This rate is determined by the receiving country. We do not collect tax, duties and customs charges at the time of checkout. You should be prepared to pay these fees at the time you receive your order. Please contact your local customs for further information.
Order status
You will receive a shipping confirmation email, containing a tracking number once your order leaves our distribution center in St Petersburg, Florida. For additional inquiries about the status of your order, please contact us at connect@woolandclay.co.
Payment methods
Wool+Clay accepts Visa, Mastercard, Discover, American Express, Paypal, Apple Pay, and Android Pay. Please note only one (1) form of payment method may be used on a single order.
Payment troubleshooting
For the security of our shoppers, we have fraud protections in place during our checkout process. If you are attempting to checkout and receive the following error message "transaction cannot be processed" please contact your bank in order for them to authorize the transaction.
Charging your card
Once your order has been placed, your card is charged according to the amount and currency of your order, including any applicable taxes and shipping fees.
Refunds for full order or item cancellations
If we need to cancel your order due to lack of product availability, we will notify you by email and will refund the amount charged immediately. Please note that it may take up to 10 business days for the funds to reflect back on your bank statement.
Payment for preordered items
We collect payment for all items purchased on preorder at the time you place the order.
Personal information
All information shared with Wool+Clay when placing an order is confidential. For additional information please read our privacy policy.
International orders - customs fees, import tax & duties
All international orders (outside of the USA) may be subject to sales tax, import duties, and customs charges at the receiver’s expense. This rate is determined by the receiving country. We do not collect tax, duties and customs charges at the time of checkout. You should be prepared to pay these fees at the time you receive your order. Please contact your local customs for further information.
Pre-orders can take up to 3-4 months to get delivered to you. You will receive emails from us with updates throughout the process.
Wool+Clay collects payment for all items purchased on preorder at the time the order is placed. If you placed a preorder for any of the Wool+Clay items, you have 48 hours to make any cancellations to your order. Please contact connect@woolandclay.co.
Once an order is placed, you will receive an order confirmation email. Please note that once an order is placed it cannot be cancelled or changed.
We cannot change the shipping address or the shipping method selected.
We are unable to price match or make price adjustments.
Shipping and delivery information
Please allow 2-4 business days for your order to be processed and shipped.
Processing and shipping times may increase during holidays and other peak seasons.
Once an order has been shipped, an email will be sent to the email address provided on the order with your shipment's tracking information. Customers are responsible for monitoring the delivery of their shipment once an order has left our warehouse.
Please note that once an order is shipped it cannot be cancelled or changed. We cannot change the shipping address or the shipping method selected.
U.S. shipping options and costs
Wool+Clay offers standard ground shipping for orders shipping within the United States. Shipping costs will be calculated at checkout and will be based on your shipping address and estimated weight of your package.
Because of the valuable nature of these products, a signature for all shipments will be required.
We are unable to combine separate orders into a single shipment.
We do not ship to P.O. boxes.
International shipping options and costs
International shipping rates vary. During checkout we calculate shipping costs based on your location and estimated weight of your package.
Because of the valuable nature of these products, a signature for all shipments will be required.
Effective April 6 2021, Fedex has suspended signature required for most shipments. https://www.fedex.Com/en-us/coronavirus.html
Failed delivery / returned to sender / abandoned packages
If your package cannot be delivered to the given shipping address due to incorrect shipping address and/or phone number, the package will be returned to the sender (Wool+Clay) at the customer’s expense. If the receiver is absent upon all delivery attempts, your package will be held at a local courier center for pick up. If the customer fails to pick up the package for any reason, the package will be returned to the sender (Wool+Clay) at the customer’s expense.
For international customers, if you refuse receipt of your package, the package will be returned to Wool+Clay at your expense. The expense includes shipping costs and any duty and tax the package may have incurred; this amount will be deducted from the total of the amount to be refunded.
Packages will be held at customs for 30 days, after which it will be deemed abandoned. Customers who have abandoned a package will forfeit the right to an exchange or refund for their order.
Damaged / opened box
If you receive your package, and it is damaged and/or opened, please take a photo of the damage before checking the contents inside. Please submit a claim via the courier used to ship your order. Please also contact us at connect@woolandclay.co.
You have 15 days* after the date of the delivery to return an item that does not meet your needs. All sales are final on made-to-order custom items and limited selection of other items noted as "final sale".
*For purchases made online between November 1st and December 24th 2023, clients have until January 15th 2024 to request a return.
To request a return, please email us at connect@woolandclay.co, include the order number and the reason for your return request. On approved returns, the buyer is responsible for the full cost of return packing & shipping. Because of the fragile, unique and valuable nature of these products, we highly suggest to:
- Package using a strong double-walled box, and securing and protecting the item with the box. You can view fragile packaging guidelines on your courier's website.
- Purchasing shipping insurance
- Requiring delivery signature
Once we receive the item in its original condition, you will receive a full refund for the item value within 5-10 business days.
Important note: If the item does not arrive to us in its original condition, we will not refund the item. No shipping fees will be refunded.
We do not accept returns of Wool+Clay products purchased at our retailers partners. Please return your items to the original point of purchase.
The Wool+Clay Buyer Protection Guarantee ensures that you have complete peace of mind when making a purchase on our website in the event that your item:
- Does not arrive
- Is broken during transit
- Is entirely different than what you purchased
Read more on our Buyer Protection Guarantee in the tab below.
The Wool+Clay Buyer Protection Guarantee ensures that you have complete peace of mind when making a purchase on our website. Listings are reviewed by our curators to ensure compliance with our listing standards and we only work with top rated shippers. Our Buyer Protection Guarantee has you covered in the event that your item:
- Does not arrive.
- Is materially different than described.
- Is broken during transit.
In the event that you are not satisfied with your purchase for any other reason, our Return Policy provides you with 48 hours from the time of delivery (unless otherwise noted), to request a return. For Local Pickup and Local Delivery orders, all sales are final once the buyer, or the buyer’s agent, takes possession of the item. See the "Return Policy" tab above for more details on our return policy.
All sales are final on made-to-order custom items and limited selection of other items as noted in the Shipping & Returns section of the product description.
The Wool+Clay Return Policy and Buyer Guarantee apply only to purchases made using the Wool+Clay platform.
To get started, reach out to connect@woolandclay.co within 7 days of delivery. Our customer support team is here 7 days a week, and we will work with you to resolve any disputes as quickly as possible. Don't worry. We've got your back. ;)