Shipping & Returns

We make our pottery slowly and carefully, and we pack it with just as much care. Below you’ll find everything you need to know about how orders are shipped, what to expect on delivery, and how returns work. If you ever have questions, we’re always happy to help.

Shipping

Processing Time

All orders are packed and shipped within 3–5 business days of being placed.

Shipping Costs

The cost of shipping to Canadian addresses is included in all of our prices.

Where We Ship

Canada

  • Canadian orders are charged GST and applicable provincial taxes at checkout

United States

  • $20 flat rate shipping fee for US orders.
  • Any additional duties, taxes, or fees are the responsibility of the purchaser and maybe collected upon delivery.

International Orders

  • For international shipping outside Canada and the US, please contact us through our contact page and we’ll be happy to provide a shipping quote

Shipping Methods

We ship our orders using Canada Post or UPS.
All shipments are tracked and insured.

Estimated Delivery Times

Delivery times vary by location and season. All timelines below are estimates, not guarantees:

  • British Columbia: 1–5 business days after shipment
  • Rest of Canada: 3–7 business days
  • United States: 7–21 days

We are not responsible for shipping delays once an order has been handed off to the carrier.

Holiday & Seasonal Delays

During busy seasons—especially around holidays—delivery times may be longer than usual. We appreciate your patience during these periods.

Address Accuracy

Customers are responsible for providing a complete and accurate shipping address at checkout.
If a parcel is returned to us as undeliverable due to an incorrect or incomplete address, the customer will be responsible for any return shipping fees and reshipping costs.

Packaging & Sustainability

Our pottery is carefully wrapped and double-boxed to ensure safe delivery.

We use:

  • Paper and cardboard
  • Biodegradable packing peanuts
  • On rare occasions, clean reused packing materials

This helps protect your pottery while minimizing environmental impact.

Damage, Breakage & Lost Parcels

Damaged Items

If your order arrives damaged, please contact us within 1–3 days of receiving it.
Include clear photos of:

  • The damaged pottery
  • The internal packaging
  • The outer box

We guarantee our pottery against breakage or loss up until the time it reaches you. In the event of damage, we will offer a store credit.

Lost Parcels

If your parcel appears to be lost in transit, please contact us. We will assist with filing a claim with the shipping carrier.

Once the carrier completes and pays out the insurance claim to us, we will offer either:

  • A store credit, or
  • A refund, depending on your preference

Handmade Nature of Our Pottery

Our pottery is made by hand, one piece at a time. Because of this:

  • Variations in colour, pattern, texture, and form are normal and expected
  • Colours may appear slightly different in person than on your screen
  • Sizes and volumes listed on product pages are approximate

These natural variations are part of what makes each piece unique and are not considered defects.

Returns & Refunds

We accept returns under the following conditions:

  • Returns must be initiated within 7 days of receiving your order
  • Items must be unused, undamaged, and returned in their original packaging
  • Return shipping costs are the responsibility of the customer
  • The original cost of shipping will be deducted from the refund

Once we receive your return, we will process your refund within five days.

Refunds will be issued to the original payment method, or we can offer a store credit if you prefer.

Non-Returnable Items

The following items are not eligible for return:

  • Custom-made mugs (including custom wording or custom designs)
  • Sale or discounted items

Customs, Duties & Import Fees

  • Duties, import taxes, tariffs, and other fees are the responsibility of the customer
  • Customs delays are outside of our control
  • Refused packages due to unpaid duties are not refundable
  • Returned international parcels may incur deductions from any refund or credit

Contact Us

If you have questions about shipping, returns, or anything else, please contact us through this contact form. We’re always happy to hear from you.

Policy Updates

Policies may change without notice. Orders are governed by the policy in effect at the time of purchase.

Governing Law

This policy is governed by the laws of British Columbia, Canada.