SHIPPING | CANCELLATIONS | DEFECTS + DAMAGE | RETURNS + EXCHANGES | CERAMIC CARE | PRIVACY + SECURITY | WHOLESALE + TRADE | CUSTOM PROJECTS

SHIPPING OVERVIEW

In-stock items ship within 3 business days. Our work is generally made-to-order and ships out as quickly as we can make it, but always within 15 business days. You will receive an email notification with a tracking number when your order ships. 

Please call us if your purchase is time-sensitive. We will do our best to accommodate expedited requests and can quote faster delivery options over the phone. 

Locally, studio pickup is available free of charge. Please select that option on the shipping page at checkout and we will send you an email when your order is ready to be picked up at our studio. We will hold purchased product in our studio for 30 days before we consider it abandoned. Abandoned merchandise is subject to a 25% restocking fee. There will be no refunds on made-to-order ceramics unclaimed after 60 days.

Pigeon Toe is not liable for lost or stolen packages and releases responsibility upon transfer of order to the shipping carrier. Pigeon Toe will not be held responsible for additional shipping charges incurred if packages are returned to our store due to customer absence, errors in shipping addresses or package refusal. If you refuse any shipments from Pigeon Toe, you remain responsible for all original shipping charges, and the cost of returning the package to us. We will subtract this amount from your merchandise credit, if any.


Domestic Shipping

Orders shipping to addresses within the continental United States are sent UPS Ground. PO Boxes, Alaska, Hawaii, and any US Territories are shipped Postal Mail.  All retail orders in the continental United States over $100 qualify for free ground-speed shipping.


International Shipping

International orders are shipped via Postal Mail and insured for full value. Orders can take anywhere from 1-3 weeks for delivery depending on the speed of your local post and customs office. Please note that your order may be subject to import duties and taxes, which are levied once a shipment reaches your country, and you will be responsible for paying all additional charges for customs clearance. You should contact your local customs office for further information. We cannot mark merchandise shipped overseas as a gift or otherwise lie about the product’s value to skirt or reduce customs fees.

For items shipped outside of the United States, you accept the risk of loss and title for that merchandise upon our delivery of your package to the carrier. Pigeon Toe is not liable for lost or stolen packages and releases responsibility upon transfer of order to the shipping carrier. Pigeon Toe will not be held responsible for additional shipping charges incurred if packages are returned to our store due to customer absence, errors in shipping addresses or package refusal. If you refuse any shipments from Pigeon Toe, you remain responsible for all original shipping charges, duties, taxes, customs incurred on the package (original and return shipments) and the cost of returning the package to us. We will subtract this amount from your merchandise credit, if any.


CANCELLATIONS

Since our work is made to order and will enter into production quickly after order receipt, orders can only be canceled within 24 hours of purchase – please email customer service.


DAMAGED ITEMS

If you receive an item broken or otherwise damaged in shipment, please contact our Shipping Department via email within five days. We will handle the claim with the shipping carrier and arrange sending a replacement out to you free of charge as soon as possible. Please retain the packaging and broken product until notified. Occasionally (especially for larger orders) the shipping carrier will want to collect and inspect the damage prior to approving a claim.


DEFECTS + WARRANTY

We inspect every piece by hand for flaws before it leaves our studio, and warranty our pieces to be free of manufacturing defects for a year after purchase. Please note, all products are handmade, and slight variation in clay or glaze color, texture, finish and size are to be expected and are not considered flaws. We hope you agree that these minor irregularities contribute to the over-all uniqueness and beauty of the piece. In the event you feel you have a defective item, please contact customer service with a description of the problem. We’ll diagnose the issue, and then offer to either replace the item or issue you a store credit upon determination of a defect (your choice). Shipping for damaged items is free.


RETURNS + EXCHANGES

We accept returns for exchange or store credit only within 14 days of receipt of goods. Due to the made-to-order nature of our work, we regret we cannot offer refunds. All sales are final on seconds, custom designed or custom glazed work, and sale items. Please note, shipping charges are non-refundable. To be eligible for a return, your item must be unused, in the original packaging and in the same condition that you received it. Customers must email us within the 14-day return window to receive a return authorization before shipping back. Goods must be received back at our studio within 14 days of the RA number being issued to be eligible for exchange or credit. Items received without an RA or outside the return window will be refused and/or returned to sender at the customer’s expense. Buyer is responsible for return shipping costs to our studio. Pigeon Toe is not responsible for any damage or loss that occurs when return shipping, so we strongly encourage you to pack the items well and ship via a trusted carrier.

How to make a return or exchange

1. Verify that your order qualifies for a return, then email us to request an RA number. We will respond within 2 business days if your order qualifies for a return.

2. Write the RA # on the exterior of the box, fill out the form included in your original shipment, and enclose the receipt or other proof of payment inside.

3. Pack them item(s) well and ship back to us using a trusted carrier. Items must be received within 14 days of the RA issue date. Items that arrive damaged, without original packaging or previously used will void the RA- we reserve the right to deny any returns that we feel do not meet our criteria for exchange.

4. You will receive a confirmation email when your return is successfully processed with instructions to redeem your credit on our website, or a new tracking number for the exchanged items. Store credit is valid for one year from issue date.


CERAMIC CARE

Our ceramics are handcrafted in a durable, high-quality porcelain clay body and glazed with certified food safe, lead-free glazes. Every piece is oven, microwave, and dishwasher safe; however, hand-washing will always prolong the life cycle of your pottery. Dirt and stains on unglazed surfaces can be removed with a scrub brush and a bit of baking soda. For stubborn stains, gently sand the surface in a circular motion with a fine-grit sandpaper . Metal marks from silverware (due to the ceramic being harder than the metal) can be easily removed with Bar Keeper’s Friend. Do not expose the wares to sudden, dramatic shifts in temperature (e.g. place into a hot oven from the freezer) or place over an open flame.


PRIVACY + SECURITY

When you purchase something from our store, as part of the buying and selling process, we collect the personal information you give us such as your name, address and email address.

When you browse our store, we also automatically receive your computer’s internet protocol (IP) address in order to provide us with information that helps us learn about your browser and operating system.

Email marketing: With your permission, we may send you emails about our store, new products and other updates.

To protect your personal information, we take reasonable precautions and follow industry best practices to make sure it is not inappropriately lost, misused, accessed, disclosed, altered or destroyed.

If you provide us with your credit card information, the information is encrypted using secure socket layer technology (SSL) and stored with a AES-256 encryption.  Although no method of transmission over the Internet or electronic storage is 100% secure, we follow all PCI-DSS requirements and implement additional generally accepted industry standards.

Cookies may be used to enhance users browsing experience. A cookie is a small text file stored on your computer that contains information that helps the website to identify and track the visitor. Cookies do no harm to your computer, consist only of text, can not contain viruses and occupies virtually no space on your hard drive.

Prices for our products are subject to change without notice.

We reserve the right at any time to modify or discontinue the Service (or any part or content thereof) without notice at any time.

We shall not be liable to you or to any third-party for any modification, price change, suspension or discontinuance of the Service.


WHOLESALE + TO THE TRADE

New Accounts: Wholesale + Trade 

Wholesale pricing is available to brick and mortar or online stores only-- companies with both sales channels must apply for each seperately. We’re always on the lookout for new retail partners, but recommend viewing our current stockists to make sure we don’t over-saturate your city or region. We regret we are unable to work on consignment, and we are currently not accepting drop ship accounts. Please see the last page of our linesheet for detailed terms and conditions- including product and order minimums, returns and exchanges, + other details. You can download our current catalog here; please contact us for pricelist password.

If you are an interior designer, architect or member of the hospitality industry, we offer tiered trade discounts off our product line based on order total, beginning at 10% off. 

By submitting this inquiry, you consent to us adding your email address to our wholesale/trade mailing list. We promise infrequent, relevant emails only regarding new collections or upcoming trade events. You can unsubscribe at any time. Once we have received your inquiry, and if approved, you will receive a confirmation e-mail within 48 business hours. This e-mail will contain details and instructions for logging into your new trade or wholesale account online.


CUSTOM DESIGN

We accept custom design and fabrication commissions as well as freelance design or licensing jobs when the fit is right. Please see our private label page for more information.

We are unable to provide personalization of our work at this time.