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FAQ
HOW LONG DO CUSTOM ORDERS TAKE?
Custom orders can take anywhere between 9-10 weeks to complete before shipping. This is to accommodate the extra time and care needed to perfect the custom design while I tend to other career obligations. Please note that custom orders cannot be created by any specified date, so order early!
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I will contact you if I need more time to fulfill your order. I apologize for any inconvenience. Your business is greatly appreciated!
WHEN CAN I SUBMIT A CUSTOM ORDER?
Custom order forms can be found for "sale" on the shop page. They do not cost anything to "purchase". This simply lets you reserve your spot as I can only allow so many custom orders at a time. I also announce when orders can be placed on Instagram. Custom orders are taken periodically throughout the year due to current full-time career obligations. Most custom orders will be accepted during the summer months of June, July, and early August. During the months of September through the end of May, I will accept few orders as to not overwhelm myself. Check the Shop page to view if orders are available to be taken. If there are no forms in stock, that means I cannot accept any more at this moment in time. I want you to receive a quality product that is not rushed to be finished, that is why I close down orders. If I take on too many at once, I may become overwhelmed and the product will suffer. So in the end, I believe less is more.
HOW DO YOU PRICE YOUR MUGS?
Each mug's price is based on a few factors like, material cost, time, or custom order requests. I have done endless research on competitive pricing for my mugs so that people can enjoy my artwork and I can cover my production costs. I tried to achieve a good range of lower cost to higher cost mugs, to provide something for everyone, without selling myself short.
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My mugs can range as low at $30 all the way up to $100+ depending on how customized the piece is.
ARE THE POTS I PURCHASE DISHWASHER AND MICROWAVE SAFE?
Yes, all items are dishwasher safe. The only mugs that are NOT microwave safe are the barrel mugs. Barrel mugs are stained with Iron Oxide which can damage your microwave. All other standard glazed mugs are safe for microwave use.
HOW SHOULD I CARE FOR MY MUG?
Every mug can be hand washed or placed in the dishwasher. For mugs with gold or silver luster, handwashing is preferred to preserve the longevity of the the luster. Mugs that have recently been washed should be given an opportunity to dry fully before being placed in the microwave. Although clay is vitrified and does not absorb a lot of water, the water that is absorbed, into exposed (unglazed) clay, can stress fracture the clay if heated rapidly.
FAIR DEALING AND PRIVACY
I have the right to refuse service. Rudeness or harassment may result in the termination of a transaction, custom order or otherwise.
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Inquiries related to the questions on the FAQ page may go unanswered. While I do appreciate them, they simply take too much time to respond.
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Any questions not seen on the FAQ page, feel free to contact me!
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For Privacy reasons, I cannot give out customer information. If you receive a piece of pottery you did not order it may have been purchased for you. I cannot give out any details of who sent it unless they specifically give me instructions to do so.
CAN I RETURN MY MUG IF I NO LONGER WANT IT?
I do not accept returns, exchanges, or cancellations, but always want to make sure my customers are 100% happy so please contact me if you have any problems with your order.
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If an order is to be returned, the customer will be responsible for return shipping costs.
Please email me at mountain.harvest.pottery@gmail.com if you wish to discuss your options.
DO MUG PRICES INCLUDE SHIPPING?
No, mug prices do not include shipping. Shipping is calculated at check out and is done through USPS. I also try to ship in batches to save time at the post office. I will alert you in an email when your package has been shipped.
WHAT IF MY MUG IS BROKEN WHEN IT ARRIVES?
If your mug is broken when it arrives at your home, please email mountain.harvest.pottery@gmail.com with a picture of the broken pot and damaged packaging up to 7 days after shipping. (This is required by USPS to recover the loss from handling) You may request a new mug of equal value.
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For Custom Order mugs, if a piece arrives to you severely damaged, (broken rim, broken handle, cracked open bottom, etc.) you may decide to ask for one redo of your original custom piece, with photo evidence of the damage to the packaging and item (this is required by USPS to recover the loss from handling). Once I receive the image of the custom, broken, pot and determine it is not fit for use, I will issue one free replacement. After 7 days, I cannot issue any free replacements for any pot, custom or otherwise.
By submitting the order, the customer understands and agrees that there is a large amount of heart and work put into each piece. Therefore there will only be one replacement given for a remake of a damaged piece. No returns will be given for damaged pieces after the 7 day shipping period.
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Failure to provide the above details/requirements during the 7 day shipping period may result in a remake/exchange refusal of a damaged piece.
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DO YOU HAVE A LOYALTY PROGRAM?
At this time no. I would love to have a loyalty program eventually, but I do not have the capabilities at this stage in my ceramics career.