Help with choosing equipment, ordering and delivery. Call +1 (855) 785-5407 or email sales@potterykilndirect.com, Monday–Friday, 9am–6pm Eastern Time.
Choosing your equipment
How do I choose the right kiln?
Start with the material you fire and its required temperature, then compare chamber dimensions, loading access and your electrical supply. Use the filters in All Kilns & Ovens. Check your largest piece and allow room for shelves, posts and the clearances specified by the manufacturer.
How do I choose voltage and phase?
Your kiln must match the supply at its installation location. Have a qualified electrician confirm voltage, phase, circuit capacity and the manufacturer's installation requirements before ordering. A 120 V kiln may require a dedicated circuit; 208 V and 240 V are not interchangeable.
Are accessories included?
The product page identifies included equipment and optional upgrades. Paid options change the configured total. Choose the electrical configuration, controller and compatible accessories before adding the item to your cart. Package contents differ by model; contact us if you need help avoiding duplicate accessories.
Orders and availability
What currency are prices in?
Prices are in US dollars. Shipping charges and applicable taxes are shown at checkout.
When will my order ship?
Dispatch timing depends on the model, selected options and preparation or production requirements. Dispatch time is separate from carrier transit.
- Durston equipment and accessories: currently in stock. See our Shipping Policy for dispatch and delivery estimates.
- Hot Shot ovens and kilns: currently available, with estimated dispatch within 14 business days. Carrier transit time is additional.
- Olympic custom builds: the supplier advised in August 2026 that these can take up to 12 weeks. This is not a universal lead time for every Olympic model.
Carrier transit is estimated at 3–7 business days after dispatch. Estimates may change; contact us if you need a current estimate for your selected model and configuration.
Can I change an order or address?
Contact us promptly with your order number and requested change. Configuration changes depend on the production stage. Address changes may require carrier approval after dispatch; contact us so we can confirm arrangements.
Can I cancel or return an order?
Standard orders can be cancelled free of charge before dispatch. Custom or made-to-order orders cannot be cancelled for a change of mind once production begins. Request an eligible return by email or our contact form within 30 days of delivery; items must be unused and unopened. Change-of-mind returns incur a 25% restocking fee and customer-paid return shipping, and original shipping is not refunded. Once an eligible return has been approved and received, refunds are issued within 20 working days to the original payment method. Read the Return & Refund Policy for product exclusions, damage claims and delayed-order cancellation rights, and obtain authorization before sending anything back.
Shipping and delivery
How is shipping charged?
Checkout calculates the shipping charge using your merchandise total and delivery region. We honour the amount paid for the selected delivery service and do not add a further freight charge after ordering. Contact us before ordering for special delivery requirements. See the Shipping Policy for the rate schedule and included services.
Where do you deliver?
Checkout shipping rates cover the contiguous United States and Washington, DC. Contact us before ordering for Alaska, Hawaii, US territories or international destinations.
Will the carrier bring equipment inside?
Standard kiln freight includes curbside delivery to residential or commercial addresses and liftgate service when needed, within the shipping amount shown at checkout. There is no additional residential-delivery or liftgate charge after ordering. Inside placement, installation, stairs, cranes and other special services are excluded unless agreed in writing. Tell us whether your address is residential or commercial, whether a dock or forklift is available, and whether you need liftgate service or special access arrangements.
How do I track an order or report damage?
Tracking is provided when available after dispatch. Inspect packaging and equipment on arrival, note visible damage with the carrier, take photographs and contact us promptly, ideally within 24 hours. Carrier and manufacturer requirements apply. The 24-hour request is not an automatic cutoff for your rights; report concealed damage as soon as you discover it. Keep the packaging while the issue is investigated. For confirmed delivery damage, an item supplied incorrectly, or a defect present on arrival, we cover the necessary return shipping and charge no restocking fee. Contact us for written return instructions before sending anything back. Later problems follow the applicable manufacturer warranty and its transport terms, without limiting your consumer-protection rights.
What if my order never arrives?
Contact us by email or our contact form with your order number if delivery is overdue, tracking has stopped or a delivered parcel cannot be found. We investigate with the supplier and carrier. If your order is confirmed lost or we cannot complete delivery, we arrange a replacement at no additional cost or a refund for the undelivered goods and their delivery charge. No restocking fee applies. An agreed refund is issued to the original payment method within 20 working days, without waiting for the carrier to reimburse us; any shorter legal deadline takes precedence. See our Return & Refund Policy.
Support
Is there a warranty?
Yes. Equipment purchased from Pottery Kiln Direct is covered by the applicable manufacturer warranty, subject to the manufacturer’s terms for the model, components and intended use. Coverage periods, exclusions and any transport responsibilities follow those terms. Contact us with your order number, model, serial number and a description of the issue so we can help direct your claim.
Do you offer price matching?
See our Price Match Policy for qualifying offers, exclusions and how to submit a request.