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 ounces held, etc.
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. For preorder items (clearly noted in the product description), please allow a few weeks (4-6) for the items to be made and then they will be shipped to you.
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 late 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 shipping charges: 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 risk of damage during shipment).
Returns and Exchanges: We do not accept returns or exchanges of items, but please let us know if there are any problems or concerns with pieces when recieved.
Cancellations: Non-custom orders can be cancelled within 24hrs of ordering, if before shipment. Custom orders cannot be cancelled at any time, but may be refunded on a case-by-case basis.
Breakages during shipment: Please report any damaged pieces to Tori via email (firstname.lastname@example.org) within 3 days. All items are carefully & adequately packed so they should arrive to you with no problem, but sometimes 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 (email@example.com). 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 offers a replacement. Thank you for understanding!
Custom orders: All custom orders, including wholesale, must be purchased in full up-front and usually have a time-frame of 4-6 weeks, unless otherwise 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.