In-stock items ship within 48 hours, with few exceptions. 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 custom-made ceramics unclaimed after 30 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.
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 $200 qualify for free ground-speed 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.
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.
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.