Store Terms + FAQ
Please allow up to 14 days for shipping, as our work is generally made-to-order.
In-stock items ship within 3 business days. Some of our work is made-to-order and ships out as quickly as we can make it, but usually within 14 business days unless otherwise noted on the product listing. Have a question about in stock work? Email us! email@example.com. You will receive an email notification with a tracking number when your order ships.
Please email us if your purchase is time-sensitive. A written record of correspondence ensures your request is noted! We will do our best to accommodate any expedited requests, because we love you.
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.
Orders shipping to addresses within the continental United States are sent either USPS or UPS Ground. PO Boxes, Alaska, Hawaii, and any US Territories are shipped Postal Mail.
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.
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.
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.
We want you to love your new pottery. We accept returns for refund or store credit within 14 days of receipt of goods. Due to the made-to-order nature of our work, all sales are final on seconds, custom designed (including lighting) 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.
Goods must be received back at our studio within 14 days of return approval to be eligible for refund or store credit. Items received without approval or outside the return window will be refused and/or returned to sender at the customer’s expense. 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
1. Verify that your order is eligible for return (no returns on sale, lighting or custom work).
2. Decide to: ship back with your own shipping label OR ship back with a pre-paid return label with the cost ($9.99, US-only) deducted from your refund. Email us at firstname.lastname@example.org for the return label option.
3. Pack the work well and send back promptly.
4. You will be notified via email when your return is received and processed.
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.