Helpful answers about products, orders, shipping, care, and the Eco Forma process.
Customer Service & Orders
Use the Contact page, or reply to your order confirmation or shipping email.
support@ecoformaclay.com. Support hours: Mon–Fri, 9am–5pm MT. We typically respond within 1 business day.
Most orders ship within 1–2 business days (Mon–Fri).
You’ll receive tracking as soon as your label is created (and again when the carrier scans it in). During launches or restocks, processing may take a little longer.
If extreme heat or freezing conditions could affect water-borne liquids/finishes, we may place a short climate hold and will email you with next steps.
If your order hasn’t entered fulfillment yet, we may be able to modify or cancel it.
Contact us as soon as possible with your order number and the requested change. Once an order has been fulfilled or shipped, we’re unable to make changes or cancellations.
Sometimes—if neither order has entered fulfillment yet.
Email us as soon as possible with both order numbers. If we’re able to combine them, we will. If a shipping adjustment applies, we’ll confirm the updated total before processing.
We accept major credit/debit cards and express checkout options shown at checkout (Shop Pay, Apple Pay, Google Pay).
PayPal and buy-now-pay-later options may appear if available.
Sales tax is collected where required by law and is calculated automatically at checkout based on your shipping address.
Shipping
We ship with major carriers (USPS and UPS, and occasionally FedEx).
Delivery time depends on the service you select at checkout and your location. You’ll see an estimated delivery window at checkout, and tracking is emailed once your label is created.
Yes—PO Boxes and APO/FPO addresses are supported where the selected shipping service allows it.
If an item can’t be delivered to a PO Box due to size or carrier requirements, we’ll contact you to confirm an alternate address or the best next step.
Yes—expedited options may appear at checkout, depending on your location and the items in your order.
Some Eco Forma™ liquids are water-borne. In periods of extreme heat or freezing, we may pause shipment to protect product integrity.
If your order is placed on a climate hold, we’ll email you and release it at the earliest safe shipping window.
Shipping is calculated at checkout based on your order weight, destination, and selected service.
You’ll see available options and pricing before you place your order.
Yes—to select destinations.
Available countries, rates, and delivery estimates will appear at checkout. Duties and taxes (if applicable) are shown at checkout or collected on delivery depending on your location and carrier.
International orders typically ship DDU (Delivered Duties Unpaid).
If duties, taxes, or import fees apply, they’re assessed by your local customs authority and collected by the carrier on delivery (or at checkout when available).
International delivery time varies by destination and carrier service.
Customs processing can add time, and tracking may pause while a parcel clears customs. You’ll see estimated delivery windows at checkout when available.
Returns & Exchanges
Unopened, unused items in original packaging may be returned within 30 days of delivery.
For product integrity, opened clay or opened liquids/finishes aren’t returnable unless there’s a defect or transit damage.
Email support@ecoformaclay.com with your order number and the item(s) you’d like to return.
We’ll confirm eligibility and send return instructions. Return shipping options and any costs (if applicable) are provided during authorization.
Once your return is received and inspected, refunds are issued to the original payment method.
Most refunds process within 3–7 business days, depending on your bank or payment provider.
Problems with Your Order
Please take clear photos of the outer box, inner packing materials, and the affected item.
Email support@ecoformaclay.com with your order number and photos within 72 hours of delivery. Once we review the details, we’ll arrange a replacement or refund as appropriate.
First, check around your delivery area (front/back door, porch, garage), with household members, and with neighbors/building staff. Carriers sometimes mark “Delivered” a bit early or leave packages in an alternate spot.
If it still hasn’t turned up after 24–48 hours, email support@ecoformaclay.com with your order number and we’ll help you take the next steps with the carrier.
Email support@ecoformaclay.com with your order number and a clear photo of what you received (plus the packing slip if available).
We’ll review and correct it as quickly as possible.
Once a package is in transit, reroute options are limited and handled by the carrier.
If you need to request a change, contact the carrier directly using your tracking number. If you’re unsure which option applies, email support@ecoformaclay.com and we’ll help point you in the right direction.
For craft use. Use with adult supervision around children. Not for food contact. Do not ingest. Keep materials out of reach of children and pets. Wash hands after use.
Every jar and bottle includes a Best By (Peak Freshness) date.
Store upright, tightly sealed, and at room temperature, away from heat, direct sun, and freezing.
Yes. Water-borne systems can separate over time. Stir gently until smooth.
For dome and finishing liquids, avoid vigorous shaking to minimize bubbles.
Let it come to room temperature first. Add a light mist of water and knead.
If it still feels firm, seal it in a bag or container and let it rest for 10–15 minutes, then knead again.
Wipe with a soft, damp cloth. Avoid soaking or prolonged water exposure.
Allow finishes toreach full cure before regular wear.
