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RoClayCo

PO Box 204 Land O Lakes, FL 34639

 

Frequently Asked Questions

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  • Do you ship internationally? What is the cost?

    -Yes, we ship worldwide. Our international shipping fee is $17.50 USD. The ship time is between 30-90 days for international orders. We do offer expedited shipping, which is more reliable and insured. Most orders will arrive within one week with expedited shipping.

  • How quickly do you ship? What are transit times?

    -We aim to ship within 24 hours, with the exception of product launch days. During earring launches, please allow 7-10 business days for shipping. Typical transit time is 5-7 days with USPS First class, and 2-3 days with USPS Priority. However, we can not guarantee these timeframes.

  • What do I do if my package is being returned due to an incomplete address?

    -Please email us, in most cases we can reship immediately, after reshipment fees have been paid by the customer.

  • What do I do if my tracking hasn’t updated?

    -According to USPS, we must wait 45 days for domestic orders before filing a claim for the lost package. International orders must wait 90 days before we are able to file a claim. It is common for packages to stop tracking while your item is processing through your country’s customs. Please email us if you have not seen any movement on the order within this time frame, so we can find a solution.

  • What if my package says it was delivered but I never received it?
    -We are not responsible for lost packages. Unfortunately it is out of our control, and you will need to contact your local postal service for further information regarding your package. In most cases, it was delivered to a neighbor or marked as delivered early and will arrive a few days later.

  • Are there customs charges for international orders?

    -International orders are subject to customs fees. USPS does not provide us with information on which countries charge customs, or how much the fees are. Please use a customs calculator to estimate duty fees in your country.

  • Do you offer custom orders?

    -We do not offer custom cutters or earring orders at this time.

  • What if my package is lost?

    -We are not responsible for lost packages. Please reach out via email regarding filing a lost package claim with the appropriate postal service. However, please note first class shipments are uninsured. If you wish to insure your package, you must choose Priority or UPS express. Shipping fees are non-refundable.

  • How do I prevent clay from sticking to my cutters?

    -Work a glossy tile (ceramic, glass, or marble. Do not use a matter surface)

    -Use an acrylic roller to make sure the clay is really stuck to the tile

    -You can lightly coat your cutter in cornstarch to prevent it from sticking to the clay. Just be sure to wipe it off with a clean, soft brush (ie makeup brush) to remove the material pre-bake, or it will bake into the clay

    -You can dip your cutter in water to prevent sticking

    -Use the 1/2 cut method (cut 1/2 way through the clay, lift the cutter entirely, then cut through the remaining 1/2).

  • What do I do if clay gets stuck in my cutters?

    -You can use a toothpick or needle tool to gently push the clay out. Do not wiggle to press with any force, as the cutter may become damaged. Please see my RoClayCo instagram cutter Q/A saved to highlights for visual tutorials.

  • What do I do if my silk screen pattern no longer shows up, is my silk screen faulty, can I get a replacement?

    -In this case the silk screen has most likely become clogged. Unfortunately, at this point there’s not much you can do to reverse the issue. Please refer to the care instructions provided with the silk screen for proper cleaning and handling. Unfortunately, we do not offer refunds for clogged silk screens.

  • What is the best paint to use for my silk screen?

    -I recommend Liquitex Heavy Body Acrylic paint.

  • How do I clean my clay cutters?

    - You can use alcohol on a q-tip to remove debris. It is normal for the filament to become stained from the pigment of clay over time.

  • My transfer sheet washed away. What did I do wrong?

    -CLICK FOR VIDEO TUTORIAL

    -1. Leave ~1 inch excess clay around the edges of the transfer sheet, do not cut the clay right at the edge of the paper.
    2. Use an acrylic roller over the entire slab, and your fingers around the edges, to make sure all edges of the paper are sealed to the clay
    3. Leave your slab on the tile when rinsing, do not lift clay from tile to rinse
    4. Use a very gentle stream of water, if your image still washes away with these tips, follow the next step:
    5. Instead of a faucet, try dampening a paper towel and lighting blotting your image, then take it to the sink after to rinse away excess.

    6. OR- spritz the clay with a light mist spray bottle, let it sit for 5 seconds, and then take it to the sink like normal.

    -If your pattern is “fuzzy”, this means the paper was not removed completely

    -If your pattern smears, try cutting the pattern while it is still wet. I find that the longer you wait for the pattern to dry, the more it smears, due to the oils in the clay.

    -Pattern shows up best on white clay.

    -We do not offer refunds on transfer sheers, however, if you have any questions about the process, feel free to e-mail roclayco@gmail.com and we would be happy to help.


RETURN/CANCELLATION POLICY

  • If the package is returned to sender, or needs to be re shipped for any reason, the customer is responsible for reshipment fees.

  • Earrings are final sale. If your earrings arrive broken, or break within one week of purchase we will replace them (depending on the style of earring) or refund you the price of the earrings. Please note: we do our best to provide quality earrings. However, because polymer clay earrings are made by hand, minor imperfections are inevitable. We do not refund or exchange earrings for minor imperfections, but know we wouldn’t send something that wasn’t up to our standards. We are unable to cancel any orders once they are processed.

  • We do not accept returns on clay cutters. All sales are final. If they arrive damaged or break within one week of receiving them, please contact us. If your package arrives later than expected, we will not accept a return.

  • We do not accept returns on texture mats, rollers, hair clips, or silk screens.

  • We do not accept returns on brass charms. Please be aware of the materials listed in the description when ordering. Please note that brass can tarnish. We will not replace or refund items for tarnishing, or for allergic reactions to metals. If an item arrives damaged please e-mail us within one week and we can replace the item.

  • We do not offer refunds on digital purchases. Color recipes and video tutorial purchases are final sale. Please do not share, or reproduce the content in these files, as they are intellectual property of RoClayCo.

  • We are unable to cancel any orders once they are processed and/or shipped.

  • First Class and standard international shipping are uninsured. Please note, if your package becomes lost with one of the economy shipping options, we are not responsible for refunding/canceling the order. You will need to reach out to your local postal service to locate your package.

  • Expedited shipping options (UPS/DHL and Priority) all come with insurance. If your package becomes lost with an expedited shipping option, it would be best to reach out to the carrier to process a claim.

Privacy Policy for RoClayCo

At RoClayCo, accessible from www.roclayco.com, one of our main priorities is the privacy of our visitors. This Privacy Policy document contains types of information that is collected and recorded by RoClayCo and how we use it.If you have additional questions or require more information about our Privacy Policy, do not hesitate to contact us.This Privacy Policy applies only to our online activities and is valid for visitors to our website with regards to the information that they shared and/or collect in RoClayCo. This policy is not applicable to any information collected offline or via channels other than this website. Our Privacy Policy was created with the help of the Privacy Policy Generator and the Generate Privacy Policy Generator.

Consent

By using our website, you hereby consent to our Privacy Policy and agree to its terms.

Information we collect

The personal information that you are asked to provide, and the reasons why you are asked to provide it, will be made clear to you at the point we ask you to provide your personal information.If you contact us directly, we may receive additional information about you such as your name, email address, phone number, the contents of the message and/or attachments you may send us, and any other information you may choose to provide.When you register for an Account, we may ask for your contact information, including items such as name, company name, address, email address, and telephone number.

How we use your information

We use the information we collect in various ways, including to:Provide, operate, and maintain our websteImprove, personalize, and expand our websteUnderstand and analyze how you use our websteDevelop new products, services, features, and functionalityCommunicate with you, either directly or through one of our partners, including for customer service, to provide you with updates and other information relating to the webste, and for marketing and promotional purposesSend you emailsFind and prevent fraud

Log Files

RoClayCo follows a standard procedure of using log files. These files log visitors when they visit websites. All hosting companies do this and a part of hosting services' analytics. The information collected by log files include internet protocol (IP) addresses, browser type, Internet Service Provider (ISP), date and time stamp, referring/exit pages, and possibly the number of clicks. These are not linked to any information that is personally identifiable. The purpose of the information is for analyzing trends, administering the site, tracking users' movement on the website, and gathering demographic information.

Cookies and Web Beacons

Like any other website, RoClayCo uses 'cookies'. These cookies are used to store information including visitors' preferences, and the pages on the website that the visitor accessed or visited. The information is used to optimize the users' experience by customizing our web page content based on visitors' browser type and/or other information.For more general information on cookies, please read "What Are Cookies".

Google DoubleClick DART Cookie

Google is one of a third-party vendor on our site. It also uses cookies, known as DART cookies, to serve ads to our site visitors based upon their visit to www.website.com and other sites on the internet. However, visitors may choose to decline the use of DART cookies by visiting the Google ad and content network Privacy Policy at the following URL – https://policies.google.com/technologies/ads

Advertising Partners Privacy Policies

You may consult this list to find the Privacy Policy for each of the advertising partners of RoClayCo.Third-party ad servers or ad networks uses technologies like cookies, JavaScript, or Web Beacons that are used in their respective advertisements and links that appear on RoClayCo, which are sent directly to users' browser. They automatically receive your IP address when this occurs. These technologies are used to measure the effectiveness of their advertising campaigns and/or to personalize the advertising content that you see on websites that you visit.Note that RoClayCo has no access to or control over these cookies that are used by third-party advertisers.

Third Party Privacy Policies

RoClayCo's Privacy Policy does not apply to other advertisers or websites. Thus, we are advising you to consult the respective Privacy Policies of these third-party ad servers for more detailed information. It may include their practices and instructions about how to opt-out of certain options. You can choose to disable cookies through your individual browser options. To know more detailed information about cookie management with specific web browsers, it can be found at the browsers' respective websites.

CCPA Privacy Rights (Do Not Sell My Personal Information)

Under the CCPA, among other rights, California consumers have the right to:Request that a business that collects a consumer's personal data disclose the categories and specific pieces of personal data that a business has collected about consumers.Request that a business delete any personal data about the consumer that a business has collected.Request that a business that sells a consumer's personal data, not sell the consumer's personal data.If you make a request, we have one month to respond to you. If you would like to exercise any of these rights, please contact us.

GDPR Data Protection Rights

We would like to make sure you are fully aware of all of your data protection rights. Every user is entitled to the following:The right to access – You have the right to request copies of your personal data. We may charge you a small fee for this service.The right to rectification – You have the right to request that we correct any information you believe is inaccurate. You also have the right to request that we complete the information you believe is incomplete.The right to erasure – You have the right to request that we erase your personal data, under certain conditions.The right to restrict processing – You have the right to request that we restrict the processing of your personal data, under certain conditions.The right to object to processing – You have the right to object to our processing of your personal data, under certain conditions.The right to data portability – You have the right to request that we transfer the data that we have collected to another organization, or directly to you, under certain conditions.If you make a request, we have one month to respond to you. If you would like to exercise any of these rights, please contact us.

Children's Information

Another part of our priority is adding protection for children while using the internet. We encourage parents and guardians to observe, participate in, and/or monitor and guide their online activity. RoClayCo does not knowingly collect any Personal Identifiable Information from children under the age of 13. If you think that your child provided this kind of information on our website, we strongly encourage you to contact us immediately and we will do our best efforts to promptly remove such information from our records.