When can I expect to receive my order?
If the item you are ordering is in stock, it will ship within 5 business days, but made-to-order pieces can take several weeks. I will confirm your order and let you know an approximate shipping date. However, due to the nature of ceramic work, it's impossible to guarantee a ship date 100%. If you need an item by a certain date, please contact me before placing your order.
Orders within Canada and to the US usually arrive within 1-2 weeks of shipping.
International orders generally take 3-4 weeks from the date they are shipped.
What if I want something that's not in your store, or would like to discuss a custom order with you?
I do a lot of custom orders and am happy to discuss various options with you. Please contact me and I am happy to work with you on a special order to fit exactly what you need. I do many custom gifts that can include inscriptions on the bottom of the pot (a wedding date and the bride and grooms names, for example), special sets, etc. Please just get in touch!
Who do you use for shipping?
Generally I use Canada Post for all my packages. However, depending on how fast you need something I may use another express shipping company. My goal is to always get customers their pots in the fastest, most economical way possible.
Why is shipping so high? Is there anything you can do about it?
Unfortunately shipping from Canada can be quite expensive. Shipping charges in the store reflect the average cost of shipping by weight. At times I may be able to ship your items for less than the cost of shipping indicated on your order. If that is the case I will email you to let you know and refund the difference. My goal is to always get customers their pots in the fastest, most economical way possible.
What if I want to return or exchange something?
All sales are final, but an exchange can be made for an item. Store credit for the original amount of the item(s), (excluding shipping) will be held for 4 months to be put towards a future purchase. Please note that as each item is handmade, the exchanged piece might differ slightly in feel and appearance due to glazing and firing techniques.
Once you receive your package you have 3 days to notify me and 7 days to return the package at your expense, including coverage of tax and duties should this be applicable to cross border sales. The item must be unused and returned in its original packing material in order for me to exchange it or give you store credit.
My pot arrived broken :( What do I do?
I have many years of experience packing and shipping items worldwide and breakage is rare. However, postal services and shipping companies are tough on packages, so sometimes breakage happens. If you receive a broken item, here is what you need to do:
1. Immediately photograph the package and the broken piece(s).
2. Contact me within 7 days (14 days for EU countries due to regulations) to let me know about the breakage.
3. Keep the packaging AND broken pieces on hand.
4. I will arrange to send a replacement asap.