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Next Drop December 6th at 12PM EST
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Shipping & FAQ

Shipping & FAQ

Frequently Asked Questions

At this point in time, I am only shipping within Canada.

All packages are shipped via Canada Post. Your items will be packaged and sent within 3-5 business days of receipt of your order. You will receive a shipment confirmation via email.

Most orders should arrive within 7-10 business days from the date of shipment. All orders ship from my home studio in Erin, Ontario. Tracking details will be provided via the email address provided on checkout. If your order hasn't arrived within the expected timeframe, please check the tracking information. There may be delays beyond my control once the package is with the shipping carrier.

Yes! I offer free contactless curbside pick-up at my home studio in Erin, Ontario Tuesday-Friday between the hours of 9am and 7pm. You can choose "pick-up" at checkout. I will send you the address and instructions in a separate email.

As pick-up occurs at my home, I ask that you please ensure you are able to pick-up during the days and times indicated. If you would be unable to pick-up during these times please select a different shipping option at check-out.

Unfortunately at this time I am not accepting pre-orders. However, this is something that I may introduce at a later date. In the meantime I suggest signing up to my newsletter at the bottom of this page to be the first to know about shop updates.

I will do my best to make sure your pottery is packaged and shipped safely. However, in the unfortunate event that your pottery arrives damaged please contact me within 48 hours of delivery at softfireceramics@gmail.com. I will ship a replacement at no additional cost to you. Please note that if I do not have a replacement in stock it can take 6-8 weeks for a replacement to be made.

In order to receive a replacement or refund please include photos of the packaging and damaged piece in your email as I will require this information in order to make an insurance claim with the shipping carrier.

I want you to be 100% happy with your order. That being said, I am also a small business and would ask that you make thoughtful purchases to avoid the need to return anything. However, If you're order arrives and it is not quite what you were hoping for you will have 14 days from receipt of your order to return your item for a full refund minus shipping costs.

A few things to note first:

1) Please contact me before returning your order so that I can provide you with the return address.

2) Please be advised that return shipping is your responsibility.

3) Ensure that your return items are packaged securely and the box is marked fragile. Items that arrive broken will not be eligible for a refund.

Please note that any Made-to-Order items will not be eligible for a refund.

At this point in time I am not taking on any custom orders or commissions.