Shipping policy
Shipping & Delivery Policy
We want you to know exactly what to expect after you place an order on clayaw.com. Below are our shipping regions, processing and delivery times, costs, tracking details and our commitments if anything goes wrong in transit. Estimated times are given in good faith and reflect our actual carrier performance.
1. Shipping Regions
We currently ship to the United States. We do not ship to P.O. boxes, APO/FPO/DPO addresses or U.S. territories unless the carrier confirms delivery to your address; orders to unsupported destinations are cancelled and refunded in full before shipment.
2. Where Orders Ship From
Orders are fulfilled from the United States, China and the European Union, depending on the product and stock location closest to you. Some items are dispatched directly from our partner warehouses abroad; these shipments take longer to arrive and travel through international customs — the delivery estimate shown at checkout already accounts for this. We ship with USPS, UPS and JS Express and comparable carriers. Orders containing several items may be shipped in separate parcels, each with its own tracking number, at no extra cost to you.
3. What Shipping Costs
We offer two shipping options at checkout:
- Standard Shipping — USD 7.99, estimated delivery 9–16 business days after dispatch. Free on orders of USD 169 or more.
- Fast Shipping — USD 20.90, estimated delivery 7–11 business days after dispatch. Not eligible for free shipping.
The shipping cost is shown in your cart and at checkout before you pay; the total displayed at checkout is the total charged to your card, with no handling fees added later. Import duties and taxes, where they apply, are explained in the "Customs, Duties and Taxes" section.
4. How Long Delivery Takes
Transit time depends on the service you choose: 9–16 business days for Standard Shipping, 7–11 business days for Fast Shipping, both counted in business days from the day the parcel leaves the warehouse. Including processing, expect a standard order in about 10–18 business days. We publish the timeframes we actually achieve, not a best case; holidays, severe weather, customs inspections and address errors can add time, and if a delay affects our promised date we contact you with your options.
5. Processing Time
Once your payment is confirmed, we need 1–2 business days to verify, pack and hand your order to the carrier. This is counted in business days (Monday–Friday, excluding federal holidays), so an order placed on Friday evening starts processing on Monday. As soon as the parcel is with the carrier you receive a shipping confirmation with the tracking number.
6. Customs and Import Charges
Because some orders travel from our warehouses abroad, they pass through customs on entry to the United States. U.S. duties now apply regardless of parcel value (the de minimis threshold ended in 2025). We ship duties-paid: the price you see already covers any U.S. import duties and taxes, and no payment is requested at your door. Should a carrier ask for one in error, tell us before paying. For U.S. orders, sales tax is calculated at checkout based on the shipping address.
7. Delays
In the rare event that we cannot dispatch your order within the timeframe promised, we notify you by email before that deadline. The notice tells you the new shipping date (or that we cannot set one) and gives you a free way to cancel for a full refund, paid within 7 business days. Where the new date is within 30 days you may simply wait, or reply to cancel; where the delay is longer, indefinite, or a second delay, we cancel and refund unless you confirm in writing that you still want the order. Delays that occur after dispatch, while the parcel is in the carrier's network, are tracked and followed up by us with the carrier; if a parcel is confirmed lost, we reship or refund.
8. Shipment Tracking
Every order ships with a tracking number, sent to you by email as soon as the carrier scans the parcel. You can follow your delivery at any time at clayaw.com/apps/parcelpanel. Tracking may take 24–72 hours to show the first scan, and international parcels can show no movement for a few days while in customs — this is normal. If tracking has not updated for 10 business days, contact us and we will open an inquiry with the carrier.
9. Lost or Damaged Shipments
We are responsible for your order until it is delivered. Parcels that are lost in transit — no delivery scan and more than 10 business days beyond the estimate — are reshipped or refunded in full after we confirm the loss with the carrier. For parcels shown as delivered but missing, tell us within 7 days and we will investigate; please also check with neighbors and the local carrier office. Damaged deliveries are replaced or refunded when reported within 7 days with photos of the item and its packaging.
10. Address Accuracy
We deliver to the address you provide at checkout. Address changes are possible only before dispatch, so contact us right away if something is wrong. Where a delivery fails because the address was incorrect, incomplete or the parcel was not collected, and the carrier returns it to us, we can reship it (a reshipping fee may apply) or refund the order less the shipping costs we incurred.
11. Shipping Questions
For any question about shipping or a delivery in progress, email contact@clayaw.com, call +1 (518) 241-0982 or use the contact form, quoting your order number. We are available Monday to Friday, 9:00 AM – 6:00 PM (Eastern Time (ET)) and reply within 2 business days.
This Shipping Policy was last updated on September 17, 2026 and applies to all orders placed on or after that date.