1Do you take custom orders?
Sometimes I accept a limited number of custom orders!! I share all the details on my Instagram. I also use my newsletter to announce shop updates, if you don't want to miss them sign up to my mailing list to be the first to hear about commissions and stock drops <3
2Do you ship internationally?
I ship to USA. I work with Fedex and ship your orders with Fedex Express. For Canada, European Countries, UK, Norway, Australia and New Zealand I can take your order via Etsy because Etsy collects certain taxes at checkout. I also ship your packages with Fedex as well. etsy.com/shop/TubyCeramics
3Will you be making more of ___ mugs/ramen bowls?
I get this question often after hand painted pieces sell out. I take pre-orders for many pieces. If I take a pre-order for the piece you want, you can see it in the shop section. If you can't see it, it means I don't take pre-orders for that mug/bowl.
4When will my order ship?
Any orders listed as “Ready to Ship” will generally be packed and shipped within 3-5 business days from the time of purchase except in cases of holidays. Orders marked “Made to Order/Pre Order” will be made and shipped within 2-6 weeks from the time of purchase. In some cases it may be longer, for all made-to-order pieces, you can see the production and shipping time in the information part. If you need your orders by a specific timeframe, please order ahead by at least two weeks to allow time for processing or shipping and contact me before place your order. So I can try my best for you <3
5How do I track my package?
Once your order ships, you will receive a shipping confirmation email with your Fedex tracking number. It can take up to 24-hours before shipment tracking information posts.
6Can I cancel my order?
Order cancellations must be notified by email to [email protected] within 2 hours of purchase.
7I would like to send someone a gift from your shop. How should I create my order?
When sending a gift, please make sure that you put the address details you want the item shipped to when you pay for it.
8How do I add a note when sending someone a gift from your shop?
You can write the note you want me to add to the package in the check out section.
9I entered the wrong shipping address. What should I do?
If you need to make an address change after you’ve placed your order, please send me an email at [email protected] or send me a message on Instagram @tubyceramics and let me know as soon as possible! Any packages sent due to incorrectly entered address are not refundable because I am not responsible for undeliverable packages due to incorrect address. Please double check that your address is correct before you checkout and that you include house/apartment or unit numbers. *Fedex does not ship to PO box*
10How do you package your items to ensure that they are safe in transit?
All orders are packaged with love and care. Every piece is protectively wrapped in triple bubble wrap, surrounded by water soluble peanuts into a cardboard box to ensure no movement during transit. I try my best to package everything using environmentally friendly and recyclable materials.
11Do you accept returns or refunds?
I do not accept returns or refunds, however, if your item does arrive broken or damaged, you will be able to get a replacement. It's very unlikely but if your piece/pieces arrive broken or damaged please send me an email at [email protected] or contact me on Instagram with some pictures and your order number. I will do my best to resolve this issue for you with a replacement piece.
12Who is responsible for duty fees and taxes?
Many countries charge value added taxes (VAT) or duty fees on internationally purchased merchandise. You, the buyer, are responsible for covering any duties and taxes incurred, due upon the receipt of your order. Duties and taxes are usually charged if the value of your items is over a certain threshold. It is the buyer’s responsibility to be aware of their resident country’s fee thresholds and taxes surrounding the purchase of international goods. I am in no way responsible for VAT charges or duty fees. Unfortunately, I have no control over these charges as customs policies vary by country. If you have any questions related to customs charges you are advised to contact your local customs.
13How much are your pieces?
All my mugs, bowls and incense burners are hand-created/hand painted that take many hours/days to complete. My time and attention is devoted to each piece. The price range depends on size, time spent making, drawing and how much gold or other extra processes I have applied to the piece. Typically the range of pricing is between $70-$200+ USD. All my prices included shipping.
14Do you offer wholesale?
I don't do wholesales.
15Are your mugs/bowls food safe?
All of my ceramics are handmade and hand glazed/painted by me. All glazes are LEAD FREE and FOOD SAFE.
16How can I care this handmade piece?
I always recommend hand washing your pottery products to extend the life of the piece. Treat your new art pieces with care! You can see the details of their use under all the pieces.
17Are your mugs and bowls dishwasher and microwave safe?
Most of my products are microvave and dishwasher safe! You can see the specific details of their use under all the pieces. ANY PIECE WITH GOLD or OPALESCENT LUSTER IS NOT MICROWAVE and DISHWASHER SAFE. The luster is 22k or 24k gold. Gold is a metal and it will reacted in the microwave! Gentle hand washing is recommended to preserve the gold/opalescent finish.
18Why do you have two shops, both Etsy and your own website?
Etsy collects some Canadian, Australian, European Union and UK etc. taxes from the buyer at checkout. However, Etsy takes %20 commission and fees from my sales. Since I sell all my pieces including shipping, I have to pay a lot of fee. That's why I keep Etsy open for the countries I've mentioned. All the prices will be 20% more there. Sorry! :(( Etsy does not collect taxes if the amount of your cart is more than the following. In this case, if you contact me, you can also place your order on my own website. EU - €150 UK - £135 AUS - 1,000 AUD NORWAY - 3,000 NOK
19My question isn't listed, what is the best way to contact you?
For any other questions, please message me on Instagram @tubyceramics or email me at [email protected] Thank you!