shipping & Returns policy

Effective Date: 09.06.2025

At Potted Earth, each piece is handcrafted with care, so no two items are exactly alike. We want your experience to be as joyful as our creations, so here's what you need to know about shipping and returns.

Processing & Shipping

Processing Time:

  • Standard orders typically ship within 5-7 business days

  • Custom or personalized orders may require 4-8 weeks (we'll let you know the timeline when you order)

  • During busy seasons or pottery market events, processing may take a bit longer - we'll keep you updated

Rush Orders:

  • Have a special deadline? Just leave a note with your order and we'll do our best to help

  • We may be able to offer expedited processing for an additional fee, depending on our current workload

  • Please contact us before placing urgent orders to confirm timing

Shipping Methods & Times:

  • Standard shipping: 5-7 business days via USPS or UPS

  • Expedited shipping: 2-3 business days (additional cost)

  • Express shipping: Next-day or 2-day delivery available for most locations

  • Shipping costs are calculated at checkout based on your location and order size

What We Can't Control:

  • Weather delays, carrier issues, or holiday slowdowns

  • International customs processing (for international orders)

  • Delivery delays due to incorrect addresses

International Shipping:

  • We ship internationally! Processing time remains the same, but delivery typically takes 1-3 weeks

  • International customers are responsible for any customs duties, taxes, or fees

  • We're not responsible for delays caused by customs processing

Packaging & Care

Our Promise:

  • Every piece is carefully wrapped and packed with protective materials

  • We use eco-friendly packaging when possible

  • Each order includes care instructions for your pottery

Your Responsibility:

  • Please double-check that your shipping address is accurate and complete

  • Include apartment numbers, gate codes, or any special delivery instructions

  • Be available to receive packages containing fragile ceramics

Returns & Exchanges

Our Policy: Because each item is lovingly handmade and unique, all sales are final under normal circumstances.

Damaged Items: If your order arrives damaged during shipping:

  • Contact us within 7 days of delivery

  • Include clear photos of the damaged item(s) and original packaging

  • Provide your order number and description of the damage

  • We'll work with you to resolve the issue promptly

Our Solutions for Damage:

  • Store credit for the full value of damaged items

  • Replacement of the damaged piece (when possible)

  • Partial refund if a replacement isn't feasible

Wrong Item Shipped: If we send you the incorrect item:

  • Contact us within 7 days of delivery

  • We'll arrange for return shipping at no cost to you

  • We'll send the correct item or provide a full refund

What's Not Covered:

  • Normal variations in handmade ceramics (size, color, texture differences)

  • Damage that occurs after delivery

  • Items damaged due to misuse or accidents

  • Change of mind or buyer's remorse

Custom & Personalized Orders

Special Considerations:

  • Custom orders require approval before production begins

  • All custom work requires a 50% non-refundable deposit

  • Custom orders cannot be returned or exchanged

  • Processing time for custom pieces is typically 4-8 weeks

Approval Process:

  • We'll send photos or mockups for your approval

  • Minor adjustments are included in the custom price

  • Significant changes may require additional fees

Lost or Stolen Packages

Delivery Confirmation:

  • All orders include tracking information

  • You'll receive email updates with tracking details

  • Delivery confirmation protects both you and us

Missing Packages:

  • Contact us if your package shows as delivered but you haven't received it

  • We'll help you file a claim with the shipping carrier

  • Resolution depends on carrier investigation results

Contact & Support

We're Here to Help: Questions about your order, shipping, or returns? We want to make things right.

Email: pottedearthstudio@gmail.com
Response Time: We typically respond within 48 hours (Monday-Friday)

When Contacting Us, Please Include:

  • Your order number

  • Photos (if applicable)

  • Clear description of the issue

  • Your preferred resolution

Holiday & Seasonal Considerations

Busy Seasons:

  • Holiday seasons may extend processing times

  • We'll post any seasonal delays prominently on our website

  • Place holiday orders early to ensure timely delivery

Gift Orders:

  • Include gift messages in your order notes

  • We can include a handwritten note with your pottery

  • Gift recipients can contact us directly for any issues

Updates to This Policy

We may update this shipping and returns policy occasionally. Any changes will be posted on this page with a new effective date. Your continued use of our website after changes constitutes acceptance of the updated policy.

Questions? We're always happy to chat about our pottery, shipping, or anything else. Reach out anytime at pottedearthstudio@gmail.com.

Last updated: 09.06.2025