Shipping Policy & Terms of Purchase
We usually ship orders of inventoried wares within 48 hours Monday - Friday 8am - 5pm.
We usually ship made-to-order wares in four (4) weeks or less. The time to complete a made-to-order purchase can vary greatly. Especially when we develop custom colors / glazes for the order.
Potter’s Fire, LLC produces handmade pottery. Making wares by hand introduces randomness into the process. Most of the time this randomness produces a beautiful one-of-kind result for your enjoyment. At times it may require we start your order over. We will inform you of our progress along the way to completing your order. We only provide estimated shipping dates once your order has cleared the first firing, know as the bisque firing.
We use the following carriers to deliver our orders:
If a tracking # is provided by the shipping carrier, we will update your order with the tracking information. Please note that some orders using 1st Class USPS mail will not have tracking numbers.
The rate charged for the shipping of your order is based on the weight of your products, your location, the level of service requested, and the size of the box used for shipping. Before the final checkout page you will be shown the cost of shipping, and you will have a chance to not place your order if you decide not to.
Back Orders / Made To Order
Since we make all of the wares we sell, if we sell out of an item, you will have an option to purchase the item on a made-to-order basis. Should part of your order include both in stock and made-to-order items, we will ship you the part of your order that is in stock. When we finish producing the made-to-order item(s) we will ship you the rest of your order. You will not be charged any additional shipping and handling for the second shipment.
Returns, Refunds, Cancellations, Replacements and Exchanges
How To Return An Item
You may only return items purchase from our inventories. Your item must be in its original unused condition to be returned, unless there is a manufacturer defect. You must return the item within 30 days of your purchase.
- Please email email@example.com to request a refund and we will assign you a tracking #.
- Mail your returned item to: Potter’s Fire, LLC Returns Department Tracking 797B Center Street Herndon, Virginia 20170
- Include in your package a signed letter stating the reason for your return and the original receipt.
Made-to-order items are not eligible for any return or refund.
Merchandise that has been used or altered will not be accepted for return or exchange.
All items are subject to a 10% restocking fee, this will be deducted from your refund. We also do not refund the original shipping and handling that you paid on the order.
You may cancel the purchase of any inventoried item until it ships. After it ships, you may return it in accordance with our Returns Policy. To cancel your order send an email to firstname.lastname@example.org and place “CANCELLATION OF ORDER# _(put your order number here)_” in the subject of your email.
Cancellation of made-to-order items may occur up and until we release your order to our production department. Cancellations before production begins will receive a full refund. Cancellations after production begins and before we finish assembling your item will receive a 50% refund. Once your order has completed assembly we will no longer provide a refund upon cancellation of the order.
Potter’s Fire provides replacements to all of our wares should they ever crack, chip, or break. We provide replacements regardless of the reason for the damage. To request a replacement, send an email to email@example.com. You must attach a photograph of the damaged item. You do not need to pay the base price of any item we replace, but you will need to pay for:
- Shipping charges to send you the replacement,
- Any engraving charges to personalize the replacement, and
- Any optional embellishments, such as extra insignia tiles.
All exchanges are performed in accordance with our Returns Policies.
Made-to-Order, Custom Orders, Custom Glaze / Colors, and Engraving
Made-to-Order / Custom Orders
We use the terms made-to-order and custom order interchangeably, and for the purpose of these policies they mean the same thing.
All orders, even if they look exactly like an inventoried item, which we make to order are custom orders / made-to-order.
We usually release custom orders to production within 48hours after your purchase. However, should we have production delays we may hold your order for a few more days before releasing it to production.
Should we be designing a custom item for you, the design process may include up to three (3) iterations of design concept development. These occur after the order is placed, and before we release the order to production. For these orders, we will not release the order to production until you approve the design. Approval of the design requires you send an email to firstname.lastname@example.org indicating your approval. We do not accept verbal / telephone approvals of designs.
Custom Glazes / Colors
Custom glaze and color development takes considerable time and cost. We provide custom color development for an hourly rate. Developing custom colors and glazes may take as little as 8 hours or more than 40 hours of time. With firing schedules occurring between iterations of glaze development, these hours may occur over 3 to 4 weeks of elapsed time. This development time may or may not overlap with your production time line.
Should you require a custom glaze or color developed for a food bearing surface, we will include additional time (30 days) to send samples to our laboratory for food safety testing. The cost of these tests will be added to the cost of your order.
We provide engraving by hand on most of the items we sell. Our engraving is not surface etching, but rather deep carving into the surface of your item. Engraving services does not include relief sculpting or carving not related to applying text to your purchase.
The amount of space available for engraving varies from one item to the next. There are character limits for each line of engraving, and for the number of lines of engraving available on any given surface of an item. We publish these limits on the listing of each item on our website where we offer engraving.
We offer a standard set of fonts for you to choose. Prices for engraving will vary based on the font you choose. Monograms have a completely different pricing schedule from standard engraving text.
Engraving services will increase production timelines. Because we glaze over the engraved surface, engraving increases the probability of production failure during the glaze firing. In the case of production failure, your item may have to be remade.
We do not provide proofs of your engraving text. It is essential that you key the engraving text exactly as you want it to appear on your item. If we have any questions, or need to edit the text, we will contact you with suggested changes and options.
Engraving results vary, we will not ship any illegible text. There is no relationship between the look or appearance of engraving on one item an that of another. There can be considerable variation in the outcome given we make our wares by hand, and glaze them by hand as well.
Handmade In America
Every item we sell handmade wares. This means no two products will have the exact same look, feel, or precise shape. Variations from one item to the next occur frequently, and they make your purchase a one-of-a-kind piece. And, while we attempt to match sets, there will always be variations. These variations may include colors, shapes, sizes, and actual versus estimated volumes. We consider these variations as part of the character of a handmade item.