General Info: All Two Ridges Pottery is handmade, microwave & dishwasher safe, and lead & toxin free (aka: they are all food safe). Handmade pottery is fragile! Pieces should not be placed in the freezer, on open flames or stovetops, or brought from very cold to very hot (or vice versa) too quickly, as this can cause thermal shock and often cracking. Serving ware can be preheated WITH the oven if desired for baking/warming purposes.
Every piece is made by hand and therefore one of a kind. Expect small differences between pieces of the same kind, such as the layout of the mountains on a mountain mug, slight glaze color variations, or exact ounces held.
We do our best to reduce waste by using recycled newspaper & packing paper to ship our pottery. All pieces are wrapped securely in bubble wrap and newspaper, then adequately spaced from other items in the same box to ensure safe shipment. Most orders are shipped in USPS provided boxes or plain brown boxes.
Processing Time: For in-stock (non-preorder) items, please allow 2-3 business days processing time till your item is shipped, though it usually only takes us a day or two to ship your order. For preorder items (clearly noted in the product description), please allow for items to be made and shipped in the timeframe specified in the listing. You will receive an email notification when your order has shipped.
Shipping Time: For USPS orders, all pieces go out Priority Mail and should arrive to you in 2-3 business days of shipping time; for UPS Ground orders (large items or large quantities of items) please allow 3-4 business days. For international orders, please refer to the specific tracking information sent with your order, as shipping time varies from country to country; we are not responsible for any lost or delayed mail. These shipping timeframes are ESTIMATES and we cannot guarantee arrival by a specific date, other than estimate based on USPS and UPS guidelines. We are not responsible for any lost or stolen packages once they leave our doors and are in the carrier’s hands.
Excess or Insufficient Shipping Charges: All shipping charges are estimates provided to you via our shipping platform (USPS or UPS). Any excess shipping charges will be promptly refunded to your account, if applicable. We will, of course, combine orders if it is safe to do so (without the risk of damage to items during shipment). If there is insufficient shipping cost paid, we may request that amount from you via email or phone, to be paid before we can ship your order out; this is a rare occurrence. International orders may incur additional taxes & duties, which will be included in your shipping quote.
Returns and Exchanges: We do not accept returns or exchanges of items, due to the nature & process of handmade pottery, but please let us know if there are any problems or concerns with your order when recieved.
Cancellations: Non-custom orders can be cancelled within 24hrs of ordering, if before packing & shipment. For custom orders or wholesale orders, please refer to the Terms & Conditions on your Invoice.
Breakages During Shipment: Please report any damaged pieces to Tori (owner) via email (email@example.com) within 3 days. This is a rare occurence, as all items are carefully & adequately packed so they should arrive to you with no problem, but sometime things are handled roughly by the carriers and broken during shipment. If your pottery arrives broken, please take photos of the boxes (all 6 sides), packing material, and broken piece(s) all together, then keep it all on hand (for insurance claim purposes – UPS/USPS may need to inspect the box & contents); send those photos and a description of broken item(s) to us within 72 hours (firstname.lastname@example.org). We will refund you for pieces that were broken during shipment after a claim has been filed with all necessary information, or you can ask for a replacement (give us a few weeks to make it for you and you pay that shipping cost). If we do not have the necessary information to adequately and promptly file a claim, we cannot refund you or offer a replacement. Thank you for understanding.
Custom Orders: All custom and wholesale orders must be purchased in full up-front and usually have a time-frame of 4-6 weeks, unless otherwise explicitly communicated on the Invoice. By placing a custom order, you agree to the possible variations in glazes (as shared with you on our Glaze Color Sheet) and to the usual small artistic differences that handmade pottery brings. Invoice may be referenced throughout the creation process for all needed information, and any updates will be posted there/via email.
Gift Wrap: Packages noted to be gift wrapped will be packaged as usual (see above), then wrapped in tissue paper and topped with your personalized handwritten gift message.