Order Process

Bisque Imports is a leader in the ceramic industry and it is our mission to supply quality bisque at competitive prices, expand our product offerings to meet market demands and provide superior customer service. As a wholesale company, we understand the unique needs of our wholesale customers and strive to provide an efficient ordering process. We do not sell to the public and pricing on our website is password protected. Only qualified buyers may access pricing and purchase from Bisque Imports. Office hours are Monday – Friday 8am – 5pm EST. Orders may be placed online at www.bisqueimports.com, by phone (888-568-5991) or by fax (877-829-9294).

Our website is continually updated with our latest product offerings – including innovative Bisque shapes, Tag-Alongs, Tots, Mighty Tots, Bisque Beads, Duncan products and Warm Glass fusing and slumping supplies. Our print catalogs are updated several times a year so be sure to register for an online account for quick access to the latest and greatest! Online orders are eligible for internet-only sales and promotions. Submitting your order online also allows you to check the availability of an item and update your account information. Online customers also have the option to sign up to be automatically notified when out of stock items are returned to stock.

Once submitted, your order is final and any additions will be left to the discretion of Bisque Imports. The addition to the order will not be shipped with the original order. We accept Visa, MasterCard, and American Express. If you prefer to pay with a check, your order will be pulled and shipped once the check has been received. If there are any items that are out of stock, your in-house account will be credited. A $30.00 fee will apply for any returned checks.

Once your order has been submitted, it will be entered into our accounting system. You will be notified by email of any out of stock or discontinued items. If your order was originally over $500 net you will be given the opportunity to add to the order to ensure you are not charged the 10% shipping charge. If we do not receive a reply by the 3:30pm EST that day, your order will include the 10% shipping charge.

Small Package Shipments

Bisque Imports ships orders within 24-48 business hours and only charges 10% for basic shipping to business locations anywhere in the continental USA. Orders over $500 receive free freight – additional charges may apply as described below.

Delivery Area Surcharges may apply to your shipping address. If UPS charges us a delivery area surcharge for your shipping address, we will flag your account, and all subsequent orders shipped to that address will receive an additional $5 flat rate per order to help cover what UPS charges us. UPS charges a delivery area surcharge based on zip code. Delivery areas impacted include residential, rural, some urban areas and any delivery area that poses additional challenges for the delivery driver. The Delivery Area Surcharge fee is in addition to the standard 10% shipping charge.

For a complete zip code listing or to learn more visit: UPS ZIP CODE LISTING

Your initial order must meet a $100 minimum. All subsequent orders are required to meet a $50 minimum.  Orders over $500 net will not be charged the 10% shipping fee. All small package deliveries are shipped via UPS Ground (1-800-PICKUPS). Tracking information is included in the body of your emailed invoice. You can track your shipment at www.ups.com.

Motor Freight Shipments

Bisque Imports strives to ship palletized orders within 72 business hours or less. Due to the large volume of orders placed during trade shows, shipments will be sent in the order received and may require additional time for fulfillment (usually 24-48 hours). Shipping costs are subject to change and without notice.

Bisque Imports retains complete discretion in determining the most efficient and cost effective method of shipping. Pallet shipments are subject to additional charges based on specific delivery needs. Bisque Imports will absorb these charges for orders over $2000 net (this does not include any out of stock or discontinued items).

Depending on your location and specific needs, the following motor freight charges may be incurred:

• Residential Delivery - Delivery to a non-commercial location.
• Inside Delivery - Driver unloads and moves shipment into your facility.
• Lift Gate Service – Required for locations unable to provide storefront parking for the delivery truck. Also required for locations that will receive two or more pallets and do not have a dock, forklift, or pallet jack.
• These rates often fluctuate and in many cases are determined by the weight of the pallet. Shipping charges are subject to change and without notice.

Please use the following list as a guide to determine any motor freight charges that may apply. These charges will be applied to invoices prior to shipping when required by the customer and/or shipping company when the order total is less than $2000 net. If we do not know that you are in need of these services until after we receive a revised bill from the shipping company, you will be notified and invoiced according to the additional services provided. Your account will be noted for any future pallet orders.

Residential Delivery: $35.00

Inside Delivery: $40.00

Lift gate: $55.00

Damaged Shipments

If your boxes or pallets arrive visibly damaged but you cannot determine if the contents are damaged, notate on the delivery receipt and report it to the carrier immediately. If the damage is severe, refuse delivery of the boxes or pallet and notify Bisque Imports immediately.

Special Orders

If you order items that are marked as special order, this may delay the shipment of your order. If you would like special order items shipped separately from the rest of your order, please note this in the shipping notes of your order.

Missing and Broken Pieces

Once you receive your shipment, use the packing list as a check list to ensure everything was properly delivered. Out of stock and discontinued items will be listed at the bottom of the packing list. If you have missing or broken items, they must be reported to Bisque Imports within 10 days of receiving your order to receive an in-house credit.

Credit and Return Policy

Once reported, a credit is issued and will be placed on your in-house account to be applied towards your next order. A credit memo will be emailed within 48 hours of receiving the report. Credit amounts are indicated but not deducted on the emailed invoice. The difference will be reflected on your credit card statement.

If, for any reason, you are not satisfied with our products, you may return it at your own cost within 30 days of the purchase date to receive credit. Pack well, as we only apply credit for unbroken pieces. Include an itemized list of what is being returned and the reason for the return. Please notify us by phone (888-568-5991) prior to returning the product. A 20 % restocking fee will be deducted from the amount to be credited. Credit will not be issued until the return has been received and itemized at Bisque Imports. All credits are applied to your in-house account. Once processed, you will receive a copy of the credit via email.

Rush Order Processing

You can expect your order to be processed within approximately 24-48 hours, provided the items are in stock and there are no problems with payment verification. We do not guarantee same day-shipping. Orders are not processed on weekends and holidays.

We will rush process your order for an additional $3 fee provided that the following conditions are met:
- Order is submitted before 1 pm EST.
- Your transaction and credit card authorization is successfully completed before 4 pm EST.
- Rush Processing may not be available for large orders or international shipment expecially if it is necessary to send via freight carrier.

In all circumstances, our maximum liability is limited to this rush order fee only. While we cannot guarantee same day shipment for all orders, we will put forth our best effort to ship all rush processing orders the same business day if the above conditions are met. Otherwise, your $3 Rush Processing Fee will be refunded.

Express Shipping

This service is available for customers who need their product quickly. The shipping charge for express shipments is determined by the shipping method, zip code and total cost of the order. A $50 minimum does not apply to express orders and the customer is responsible for the total cost of shipping.

Express Options

Next Day Air – next business day typically by 10:30am

Next Day Air Saver – next business day typically by 3:00pm

2 nd Day Air – two business days by the end of the day

Ground – 1-5 days based on distance

*Express shipping with Saturday delivery must be requested and various services are only available in certain areas.

International Distributors

Bisque Imports is committed to supplying bisque throughout the world, and in doing so, we have aligned ourselves with distributors that will support that goal.

Canada
ChromaColour International

John Munro

5, 1410 - 28th St. NE

Calgary, AB T2A 7W6

(403) 250-5880

www.chromacolour.com

Provides excellent pricing, direct shipping and no Customs fees throughout Canada.

Sial Poterie Ste Catherine

Dina Cesari

2860 Le Corbusier

Laval, QB H7L 3S1

(450) 687-4046

Supplies bisque in Eastern Canada.

Europe

Bisque Imports Europe

Julia Grant

Moulin de Chambon

Genouillac, Creuse 23350

Leader in supplying bisque throughout the UK and Europe.

International Shipments

If you have been pre-approved to order directly through Bisque Imports and you are not located in the continental U.S., you are required to provide your freight forwarding company’s shipping address and Customs broker’s name and phone number at the time of order. All taxes, duties, and/or other fees associated with international shipping are the responsibility of the customer. Any charge backs from the shipping company to Bisque Imports will be passed on to the customer.