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Metal Clay Alchemist Frequently Asked Questions

General

How can I can contact you?

You can contact customer support by phone at 780-761-0322 or toll free at 1-877-410-CLAY (2529). You can also contact us through the “Contact Us” hyperlink found at the bottom of the site or directly at carrie@metalclayalchemist.com. Generally, you can expect a response within 24 hours of us receiving your message. 

Pricing

What methods of payment do you accept?

We currently accept Paypal, Mastercard, Visa, American Express, bank transfers and Metal Clay Alchemist gift certificates.

How do I change the currency?

To switch the site currency from either US dollars to Canadian dollars or vice versa, click on the USD/CAD drop-down menu located in the top black menu bar near the sign in link. You can change your currency any time at your convenience while browsing the site. 

Change Currency from US to Cad

For mobile customers, the process is essentially the same, except the drop-down menu is at the bottom of the page.

Currency Change on Phone or Tablet

Browsing 

For your browsing convenience, you can sort items by: Product Name A-Z, Price, In Stock and Relevance. 

Order Status

Has my order shipped?

You can check the status of your order once you have signed in under “Order History”. You will also receive an email notification once your order ships that (may) includes tracking information.

How do I change quantities or cancel an item(s) in my order?

Email us at carrie@metalclayalchemist.com 

My order never arrived.

Please confirm that your order has shipped. Then, check the status of your package on the Canada Post web site. If the status displayed is “delivered”, please contact customer service for assistance as soon as possible. 

There is an item missing from my shipment.

Please inspect the contents of your package thoroughly as we often staple smaller products to your invoice to ensure their safe arrival. If an item is missing, please contact customer service for assistance. 

My Account

How do I create an account?

  1. Click the “Sign in” link at the top right side of our site.
  2. Enter your email address into the “Create an Account” box.
  3. Then follow the prompts to finish setting up your account. Your information is secured and private. 

How do I edit my account information?

Sign into your account through the top right-hand sign in link to edit your saved information. 

I can't seem to make my delivery address different from my billing address. How can i do this?

Make sure the little box is NOT checked next to the "Use my delivery address as the billing address.

Having a different shipping address from billing address

Shipping Inquires

Shipping Options

By default, we ship through Canada Post. A different carrier (such as FedEx, UPS, etc.)  can be arranged on request by contacting us by phone or email. While other carriers are often costlier than Canada Post, we are happy to give you a quote for a different shipping method.

Free Shipping

We offer free standard shipping on all orders placed that total over $175.00 within Canada. Please note that we do not offer free shipping if you choose a different carrier or want express shipping. (Some restrictions may apply.)

International Shipping

Currently, we only ship to Canada and the United States. 

How do I track my order?

You can track your order under “Order History” in your account or through the Canada Post site with the tracking number we provided. You will receive an email upon shipment that includes tracking information. 

How long will it take for my order to arrive?

Based on the Canada Post Delivery Standards, Xpresspost shipments generally take 1-3 days and Expedited Parcel shipments generally take 1-7 days. If you need an order as soon as possible, please try to order at least a week before you need the order as Canada Post’s is not always reliable. You can consult the Canada Post exceptions here. Insurance

As per your request, you can purchase extra insurance to cover any losses or damages that might incur during transit.  

Stock Status

If you order an item that is out of stock, we will refund you for the item.

our guarantees

We guarantee to provide you with the best tools and materials and the best price possible. Sometimes certain items seem more expensive from Canadian suppliers because we purchase from the US. Benefit from our expertise importing. If you find something cheaper, we will do our best to match or beat us. Send us an email.

We guarantee you free shipping on orders over 200$

We guarantee to offer you free support for your projects or troubleshooting with your clay endeavors.

Payment and delivery

Orders are generally shipped next day. We work hard to get your product to you fast.

Free shipping method is our choice.