Shipping policy

Refractory materials are heavy, and how an order ships changes what it costs and how long it takes. This page sets out how we quote, pack and dispatch freight so there are no surprises on the dock.

Orders under 150 lb normally move as parcel freight and the price you see at checkout includes delivery within the continental United States.

Orders over 150 lb, and anything sold by the pallet - castables, plastics, hard brick and precast shapes - move as pallet freight. Freight on those items depends on quantity and delivery address, so we quote them with delivery included rather than guessing at checkout.

Stocked items ship in 1 to 2 business days. Made-to-order shapes, non-stocked densities and mixes prepared to a specification are quoted with a lead time at the time of order.

Lead time runs from the day the order is confirmed, not the day the enquiry arrives. If something on your order will hold the rest of it up, we will tell you before we ship and you can choose to split the delivery.

Tell us at the time of ordering if the delivery site has no forklift, no loading dock, restricted access hours, or needs a liftgate or a call before delivery. These are chargeable accessorials on a freight bill, and adding them after dispatch costs more than declaring them up front.

Inspect the shipment before you sign for it. Note any damage, shortage or broken banding on the delivery receipt at the time of delivery and photograph the pallet before it is broken down.

A clear delivery receipt makes a freight claim very difficult to win, so this one step matters more than any other. Contact us within 5 business days of delivery and we will file and pursue the claim on your behalf.

We ship throughout the continental United States. For Alaska, Hawaii and export shipments, contact us for a quote before ordering.