Shipping policy
The following outlines Jen-Ken Kilns’ shipping procedures, costs, delivery guidelines, and customer responsibilities for receiving and returning shipments.
Shipping Costs & Calculations
Shipping costs at Jen-Ken Kilns depend on factors such as order value, carrier rates, package size and weight, and selected shipping methods.
Motor Freight Shipping Costs (Kilns & Heavy Items)
Shipping rates fluctuate due to factors like carrier pricing, fuel surcharges, and market conditions. Because these changes are beyond our control, shipping fees for kilns and other freight-shipped items are paid separately over the phone once the order is ready to ship. Customers may call anytime for a shipping estimate before placing an order.
Other Factors Affecting Shipping Costs
• The total value of your order
• Carrier rates at the time of shipment (rates may vary daily)
• Size and weight of the package
• The carrier selected (e.g., UPS, USPS, motor freight, etc.)
Shipping Cost Discrepancies & Adjustments
Shipping costs may vary due to carrier rate fluctuations or website shipping calculator inaccuracies. If a discrepancy occurs between the shipping cost paid on the website and the actual cost, Jen-Ken Kilns will notify the customer and handle adjustments as follows:
Overpayment:
A refund will be issued.
Underpayment:
We will contact you for the remaining balance.
Shipping Payments (Orders & Returns)
Shipping processes may vary. If you have questions about estimated shipping costs or believe the shipping price on the website may be inaccurate, we encourage you to call us before placing your order.
Phone Orders
Kilns
When you place a kiln order over the phone, we will begin processing the order. However, payment for both the kiln and shipping will not be processed until the kiln is ready for shipment.
Parts & Accessories
For parts and accessories orders, shipping fees will be paid at the time of the phone order, along with the cost of the item(s) you are ordering.
Website Orders
Kilns, Parts & Accessories (Motor Freight Shipments)
Large kilns and items that need to be shipped via Motor Freight will be paid for at the time of order on the website. Shipping fees will be charged separately over the phone once the items are ready for shipment.
We recommend requesting a shipping quote before placing your order, as Motor Freight charges can be significant. This ensures you are fully informed of the shipping cost upfront and will be processed separately over the phone.
Kilns, Parts & Accessories (Standard Shipments):
Shipping costs for smaller kilns, parts, and accessories that can be shipped by USPS or UPS will be paid in full at the time of checkout on the website in a single payment.
Returns
Customers are responsible for return shipping costs for all returns, including warranty returns. If the item is under warranty, only the return shipping costs will be covered by Jen-Ken Kilns. For additional details, please refer to the Returns & Warranty section below.
Shipping Methods & Carriers
Processing & Delivery Timeframes
Kiln Orders
Jen-Ken kilns are made to order, so shipping may take several weeks or months. For an accurate shipping date estimate, please call or email us.
Parts & Accessories Orders
Parts orders typically ship within 4 business days.
International Shipping
Currently, we do not ship certain products internationally. However, for inquiries about international orders, please email us at jenkenkilns@gmail.com for further details and available options. All international orders may be subject to customs duties and taxes, which are the customer's responsibility.
Expedited Shipping
For expedited shipping options not available at checkout, customers must contact Jen-Ken Kilns to confirm availability and arrange the fastest delivery option. Expedited orders must be placed by phone, with payment for both items and shipping processed together. Additional fees may apply.
Tracking Orders
Once your order is shipped, we will provide tracking information. You can track your package directly on the carrier's website. Please ensure you check your spam folder if you do not receive tracking details.
Order Modifications & Address Changes
Any modifications or address changes must be communicated immediately. Once shipped, these changes cannot be made.
Returns & Warranty
Return Shipping
Customers are responsible for the full cost of shipping any products returned to Jen-Ken Kilns. Kilns must be insured at full value for returns, with the cost of insurance paid by the customer. If the product is covered under warranty, Jen-Ken Kilns will cover the cost of shipping the repaired or replacement part back to the customer. Before returning any items, customers must contact Jen-Ken Kilns by phone or email for authorization.
Kiln controller warranty repairs may be handled by Jen-Ken Kilns, or in some cases, the controller may need to be sent directly to the manufacturer (Orton Ceramics for AutoFire series controllers or SDS Industries for TAP I & II controllers), depending on the nature of the issue.
Damaged or Lost Shipments
In case of damaged or lost shipments, please contact us immediately. We will assist with the claim process and, if necessary, a replacement order.
Receiving Motor Freight Shipments
Our goal is to ensure that your kiln arrives safely and on time. Please review our Kiln Delivery Day Guide & Motor Freight Considerations for important information about the delivery process, including what to expect on delivery day, how to inspect for damage, and considerations for motor freight shipments. This guide also includes details on location restrictions, liftgate service, and other shipping-related factors to help ensure a smooth and hassle-free delivery experience.
Customer Service & Contact Information
For any questions regarding shipping, payments, or to request a shipping quote, contact us at:
Jen-Ken Kilns
3615 Ventura Drive West
Lakeland, FL 33811
Phone: (863) 648-0585
Email: jenkenkilns@gmail.com
Business Hours: Tuesday–Friday, 8:00 AM–4:00 PM EST
Shipping Policy Effective Date: March 7, 2025