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Customer Service

Our Customer Service team are real people to help answer your questions seven days a week in Northern California. We’ve pulled together some of the most frequently asked questions below; for specific products, select from the menu on the right. If you don’t find your answer, give us call, start a chat, or send us an email.

Heath Dish Bank and Fire Relief programs: learn more

Customer FAQ

Where can I buy Heath Ceramics products? 
We sell our products in our four California Showrooms and through our website.


The item I want to purchase is out of stock. When can I expect it to be available? 
Items come back into stock in usually 2–3 weeks. This time frame may be longer during the month of December.


Where can I find more information about Heath history?  
Check out our timeline of Heath history here.


Can you tell me what my vintage Heathware is worth?  
We do not offer appraisals for vintage items. We suggest looking at Laguna Pottery, eBay, and 1st Dibs for comparison of vintage Heath sales.


Can I take a tour of your factories?  
Yes! We offer tours in Sausalito and San Francisco


What’s your warranty on Heath Ceramics products? 
We warranty our ceramic tabletop products for up to one year from purchase for proven defects in manufacture. If you encounter issues with your Heathware, please email or call Customer Service with details and we will help resolve the issue.

For information about quality and care of our ceramic products, click here. To learn more about Product Safety for our ceramic products, you can read more here.


Shipping Overview

How do you ship? 
Orders are shipped via UPS Ground and ship within 2–3 business days, with exceptions for furniture, rugs and wallpaper. Expedited orders placed on Saturday & Sunday will ship on Monday, and are dependent on inventory. You will receive an email notification with a UPS tracking number when your order ships. We do not ship to APO or PO Boxes due to UPS shipping restrictions.

Do you ship internationally? 

Yes! International shipping rates vary according to destination country. International tax and duties are not included in our shipping cost; the recipient is invoiced for this once the shipment reaches its destination. Contact us with your shipping address, order details, and estimated cost for a shipping quote


What about shipping for furniture, rugs, or wallpaper?  
Due to the made-to-order nature of most furniture, rugs, and wallpaper, lead times vary (listed in their product descriptions). Take a look at the FAQ for the Nomad Collection and Heath for Hygge & West wallpaper (wallpaper samples ordered online ship for free). Don’t hesitate to call us if you still have questions.


How do you pack my order?   
We use fully recyclable ExpandOS for our packaging to eliminate plastic and Styrofoam waste (you can recycle ExpandOS with your regular paper or cardboard recycling). Sensitive hands, be mindful — some ExpandOS have sharp edges.


What if something in my order broke during shipping?  
Any breakage in shipment must be reported to Heath Ceramics within 5 days of receiving the shipment. Please email Customer Service with your transaction number or packing slip number and a photo of the breakage. A photo is necessary to reship your product.


Can I receive my order through the UPS Access Point network?  
In major metropolitan areas, the UPS Access Point network now offers local parcel retrieval if UPS is unable to deliver on the first attempt. UPS will leave a note indicating location and time for pickup (customer photo ID is required). You can also enroll in UPS’s free My Choice program to reroute your packages to an Access Point site in advance.


Exchanges

What’s your exchange policy? 
We are happy to exchange items within 30 days of purchase for store credit or exchange only, with some exceptions (see below). We cannot offer refunds. Please ensure items show no signs of use. 

Please note that all web specials, furniture, and rug sales are final sales and cannot be exchanged. For wallpaper queries, please contact Hygge & West directly. 

We are unable to process exchanges during our Open Studios and Annual Sale event in late November (sign up for our newsletter to receive updates about Open Studios). Items brought in for exchange or store credit during this period will be issued an exchange authorization number and a store credit will be mailed to you within 3–5 business days.


How do I complete my exchange? 
All exchanges sent back to Heath Ceramics must be accompanied with a receipt or original packing slip and this EXCHANGE FORM. Please contact Customer Service to request your Return Authorization number and have your proof of payment handy. 

Exchanges in store must be accompanied by proof of payment. Exchanges without proof of payment will be processed at factory seconds pricing.


What if my exchange breaks during shipping? 
Heath is not responsible for any damage that occurs when return shipping so we strongly encourage you to pack the items well and ship via a trackable carrier. Please note shipping costs are non-refundable.  


Privacy Policy

Heath Ceramics respects privacy and your rights to control your personal data. Our principle guidelines are simple. We will be clear about the data we collect and why. We take the protection of your data very seriously. We do not and will not sell your data to third parties. This Privacy Policy explains the personal information we collect from you as either users of Heath's website, visitors of the Company’s retail outlets or purchasers of Heath's products, either directly or indirectly, and how we use it. Personal information is any information that can be used to identify you or that we can link to you. The prime purpose of collecting your data is to improve and enhance your shopping experience with us. When you purchase any of our products, we retain some of your personal information such as name, phone number, address so that we can process the transaction, create an order form, answer your queries relating to our products and process returns and refunds. If you give us your consent, we may also use your personal information to send you updates about our products through our newsletter or through emails. The privacy policy also covers the choices you can make about the data we collect, and how you can control these decisions. Please read this privacy policy carefully to understand how we may collect, use and share your personal information.


Agreement to terms of privacy policy and terms of use
All activities in which you may engage on this website, or at one of our retail outlets are voluntary. You are not required to provide any personal information to us unless you choose to access features on this site which require the information or choose to voluntarily provide us with the information at one of our retail outlets. If you do not agree with the terms of this policy or other terms of use on this website, then you should immediately exit this website and discontinue using the site. The terms of use of this site are expressly incorporated herein by reference and made a part of this policy. By using Heath's website, you signify that you agree to the terms of this privacy policy as well as to our terms of use.


Effective date and changes to privacy policy
This privacy policy is effective as of June 22, 2018 and will remain in effect except with respect to any of its provisions that are changed in the future, in which case the changes will become effective on the date they are posted on the website or we otherwise notify you of the changes. We reserve the right to change this privacy policy at any time. Changes, modifications, additions, or deletions will be effective immediately on their posting to this site. You should check this policy periodically as its terms may change from time to time. Your continued use of the site after we post any such modifications will constitute your acknowledgment of the modified policy and your agreement to abide and be bound by the modified policy. We will also revise the “last updated” date found at the beginning of this privacy policy when we post changes to it.


Personal information we may collect
We may ask you for certain personal information which includes information that pertains to your identity. Such information may include, but is not limited to, items such as your name, address, date of birth, age, gender, e-mail address, telephone number, credit card or debit card number or Internet Protocol (IP) address. You may be required to provide personal information to access or use certain parts of our website or features of the site. If you do not provide the requested personal information, you may not be able to access or use the features of the site where such information is requested. You may also be required to provide personal information if you consent to receive Heath's emails or newsletters on the website or at one of Heath's retail outlets.
We may also use cookies to gather information about your visits to our website and enhance your experience.

More information on how we use cookies is available in the section “Use of Cookies.”


Personal information of children
We do not and will not knowingly allow anyone under 13 years of age to provide us any personal identifying information. Users of the services will be deemed to have full control over their products and user accounts, and must ensure that no children under the age of 13 use our services in any manner which would provide us or any third party with any personal information of a child. If we learn that we have collected personal information from a child under age 13, we will delete that information as quickly as possible. If you believe that we might have any personal information about a child under age 13, please contact us using the contact information provided below.


How to access or control your information
The General Data Protection Directive (GDPR) provides individuals in the EEA certain rights with respect to their information. These include the right to request a copy of your information, to object to our use of your information (including for marketing purposes), to request the deletion or restriction of your information, or to request your information in a structured, electronic format. You can exercise these rights by contacting us at the address in the Contact Section below.

The GDPR provides that we may limit or deny your requests in certain cases. For example, if fulfilling your request would reveal information about another person, or if you ask to delete information which we have compelling legitimate interests to keep, including as required by law. You may have the right to complain to a data protection authority in the country where you live, where you work or where you feel your rights were infringed if you have concerns about your rights.


Use of personal information
We will primarily use the personal information you provide to provide products and services to you, including, but not limited to, the following:

  • To send you information or materials via our newsletter or e-mail about products, offers, and news we think might interest you. This information may relate to products, offers, and news of Heath. We send you this only if you have voluntarily consented to receive emails or newsletters from Heath. If you no longer wish to receive any e-mails or newsletters from us, or if you want to modify your personal data or want your personal data to be deleted from our database, please contact us.
  • Process payment, shipping, return or refund transactions when you purchase our products.
  • To analyze visits to the website and learn about the interests of our visitors in aggregate and also on a personal level to better understand your interests and needs, so we can improve our products and services and deliver to you the type of products, features and promotions that you are most interested in.
  • Perform any other function that we believe in good faith is necessary to protect the security or proper functioning of our website or to provide access to Heath's products and services.


Use of cookies
A cookie is a small string of information that the website you visit transfers to your computer for identification purposes. Cookies can be used to follow your activity on the website and that information helps us to understand your preferences and improve your website experience. Cookies are also used for such activities as remembering your user name and password, if you use such a feature on this website. In addition to the cookies used by Heath and our service providers, some cookies are placed by third parties such as Google (for analytics, described below). These third party cookies are not under our control so you should check the website of the third party service providers for more information regarding these cookies. By using this website you agree to the use of cookies for the following purposes:

  • Essential Cookies: these are essential in order to enable you to move around the website and use its features, such as accessing secure areas of the website.
  • Performance and Analytics Cookies: these include Google Analytics and they keep track of the pages that you visit and the content you access, so we can determine which content is most popular and improve the performance of our website. These cookies record only anonymous statistical data and do not collect any personal information that could identify an individual visitor.
  • Functionality Cookies: they remember the choices you make, such as language options or the region you are in. These cookies help to make your visit more personal and are deleted automatically when you close your browser or the session expires.
  • You can turn off all cookies, in case you prefer not to receive them. You can also have your computer warn you whenever cookies are being used. For both options you have to adjust your browser settings (such as Chrome, Safari, Firefox, Internet Explorer, or other browser). There are also software products available that can manage cookies for you. Please be aware, however, that when you choose to reject cookies, this choice may limit the functionality of the website you visit and you may lose access to some of its features.


Third party access to your information
We may delegate our authority to collect, access, use, and disseminate your information. For example, our web host stores the information that you provide us, and we may hire outside contractors to perform maintenance or assist us in securing our website. We may also release certain information to our attorneys, accountants and professional advisors in order to help us comply with applicable laws. It is therefore necessary that you grant the third parties we may use in the course of our business the same rights that you afford us under this privacy policy. For this reason, you hereby agree that for every authorization which you grant to us in this privacy policy, you also grant to any third party that we may hire, contract, or otherwise retain the services of for the purpose of operating, maintaining, repairing, or otherwise improving or preserving our website or its underlying files or systems. You agree not to hold us liable for the actions of any of these third parties, even if we would normally be held vicariously liable for their actions, and that you must take legal action against them directly should they commit any tort or other actionable wrong against you.


Links to third party websites
For your convenience and to improve the usage of the website we may insert links to third parties on this site. This privacy policy does not apply to such third party websites. These links take you outside our service and off Heath's website and are beyond our control. This includes links from partners that may use Heath’s logos. The website those links can take you to have their own separate privacy policy and although we seek to protect the integrity of our website, Heath is not liable for the content and activities of those sites. Your visits and access to such websites is at your own risk. Please note that those other sites may send their own cookies to users, collect data, or solicit personal information.


Analytics
We may implement analytics programs such as Google Analytics to track your use of our website. These analytics programs may collect certain information about you. We will use such information in accordance with this Privacy Policy, but make no representations or warranties as to the use of this information by our analytics service providers.


Security
We use reasonable security controls to protect your data and information from loss, misuse, unauthorized access, disclosure, alteration and destruction. The personal information you provide us is stored on computer systems located in controlled facilities which have limited access, and only carefully selected, authorized personnel have access to unencrypted user information. When collecting or transferring sensitive information such as credit card information, we use a variety of additional security technologies and procedures to help protect your personal information from unauthorized access, use, or disclosure. When we transmit sensitive information over the internet, we protect it through the use of advanced encryption techniques, such as the Secure Socket Layer (SSL) protocol, and firewall. Additionally, as part of real-time payment processing, we may subscribe to fraud management services. These services provide Heath with an extra level of security to guard against credit card fraud and to protect your financial data. Despite these precautions, no security safeguards guarantee 100% security all of the time, and no guarantees are made with respect to the same.


How long we keep your information
We retain your personal information in accordance with our data retention policies and practices. The length of time we keep your information depends upon a number of factors, including the type of information. In general, we retain personal information for as long as we have an ongoing business need to retain it. Following that period, we will delete it.


Users from the European economic area
Legal basis for processing:

If you are an individual in the European Economic Area (EEA), we collect and process information about you only where we have legal bases for doing so under applicable European Union laws. The legal bases depend on how you use the website or Heath’s products and services:

  • We need to collect and use the information for you to use the website
  • Our collection satisfies a legitimate interest (which is not overridden by your data protection interests), such as for research and development, to market and promote the company’s products and services and to protect our legal rights and interests
  • You give us informed consent to do so for a specific purpose, or we need to process your data to comply with a legal obligation.

If you have consented to our use of information about you for a specific purpose, you have the right to change your mind at any time, but this will not affect any processing that has already taken place. Where we are using your information because we or a third party have a legitimate interest to do so, you have the right to object to that use though, in some cases, this may mean no longer using the website.


How to access or control your information
The General Data Protection Directive (GDPR) provides individuals in the EEA certain rights with respect to their information. These include the right to request a copy of your information, to object to our use of your information (including for marketing purposes), to request the deletion or restriction of your information, or to request your information in a structured, electronic format. You can exercise these rights by contacting us at the address in the Contact Section below.

The GDPR provides that we may limit or deny your requests in certain cases. For example, if fulfilling your request would reveal information about another person, or if you ask to delete information which we have compelling legitimate interests to keep, including as required by law. You may have the right to complain to a data protection authority in the country where you live, where you work or where you feel your rights were infringed if you have concerns about your rights.


Your California privacy rights (for California residents only)
Section 1798.83 of the California Civil Code requires select businesses to disclose policies relating to the sharing of certain categories of customers’ personal information with third parties. These businesses are required to accept requests for disclosures of these policies from customers but are only required to honor one request per calendar year. Businesses have thirty (30) days to respond to each inquiry to the designated address. Each inquiring customer will receive an explanation of the categories of customer information shared and the names and addresses of any third-party businesses. In limited circumstances, customers' failure to submit requests in the manner specified will not require a response from the business.

If you are a California resident, you may request such information from us by sending a letter to the address listed below. In your letter, please provide your name, address and email address, as well as a request that we provide such information to you, by using the following or similar language, “I request that Heath Ceramics provide its third-party information sharing disclosures required by section 1798.83 of the California Civil Code."

Heath Ceramics
Attn: Customer Service
2900 18th Street
San Francisco CA 94110
Email: [email protected]


Enforcement and dispute resolution
If you have any questions, complaints or disputes regarding the manner in which we use or protect your information, please contact us using the contact information provided below. We will investigate and attempt to resolve any complaints and disputes in a reasonable time and in a manner that complies with the principles described in this Policy.

We want to address your concerns without a formal legal claim. Before filing a claim against us, you agree to try to resolve the dispute informally by contacting us in accordance with this Privacy Policy. We’ll try to resolve the dispute informally by contacting you via email. If a dispute is not resolved within ninety (90) days of submission, either you or the company may begin formal legal action, subject to the terms of this Privacy Policy.

The validity, performance, construction, regulation and interpretation of this Privacy Policy shall be governed under the laws of California.


Contact us
Any questions or complaints about this Privacy Policy should be addressed to
[email protected]

 

 

PRODUCT FAQS

DINNERWARE

DINNERWARE

TILE

TILE

WALLPAPER

WALLPAPER

RUGS

RUGS

JACOB MAY FURNITURE

JACOB MAY FURNITURE

HEATH-MADE BAGS

HEATH-MADE BAGS

REGISTRY

REGISTRY

 

LIVE CHAT

In a hurry? Click below to chat with us. We're available 7 days a week during the hours listed below. 

 

CONTACT CUSTOMER SERVICE

customerservice(at)heathceramics.com
415 361 5552 x12

Mon–Fri from 9–5 PT
Sat–Sun from 8–4 PT

 

MEET THE TEAM

We love what we do and we’re here to help. Our knowledgeable Customer Service team works hard to connect you to the information you need.

 

PRESS INQUIRIES

For press inquiries, please contact Hello PR.
heath(at)helloprgroup.com

 

Heath Dish Bank and Fire Relief programs: learn more

 

 


new & noteworthy

Winter Seasonal Collection

October 1, 2017 — March 31, 2018

Winter Seasonal Collection

Heath Reversible Totes

Now available online and in stores

Heath Reversible Totes

Dinnerware Sets

Fresh glaze and dinnerware combinations

Dinnerware Sets