POLICY INFORMATION

Everything You Need to Know

TIER 1 CUSTOM ORDERS and ORDER DEPOSITS

Tier 1 Custom Orders may include, but are not limited to, non-personal items, i.e. stars, mushrooms, or fruit designs. Due to the nature of these custom orders, they cannot be fully refunded once the process has commenced. Each item is made for a specific person's tastes and therefor may not resell. To protect time and materials, I ask that all Tier 1 custom orders be paid a 50% NON-REFUNDABLE deposit up front and the remaining 50% of the total upon completion before shipping. If you paid 100% deposit up front for a Tier 1 custom order and then decide to cancel before I have shipped the item, you will receive 50% of your funds back. After reviewing your Custom Order request, I will alert you if the mug would be a Tier 1 or Tier 2 order. 

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TIER 2 CUSTOM ORDERS and ORDER DEPOSITS

Tier 2 Custom Orders may include, but are not limited to, personalized quotes, names, or artistic renditions of personal images. Due to the nature of Tier 2 custom orders, they cannot be refunded once the process has commenced. Each personalized item is made and tailored for a specific person and therefor does not resell. To protect time and materials, I ask that all Tier 2 custom orders be paid a NON-REFUNDABLE deposit of 100% total cost of the mug + tax/shipping up front. After reviewing your Custom Order request, I will alert you if the mug would be a Tier 1 or Tier 2 order. 

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RETURN POLICY IF DAMAGED

Up to 7 days after shipping, for CUSTOM ORDERS, if a piece arrives to you severely damaged, (broken rim, broken handle, cracked open bottom, etc.) you may decide to ask for a redo of your original custom piece. No remakes will be made for mugs whose glaze did not come out as desired. Photo evidence of damage is necessary (this is required by USPS to recover the loss from handling). Once I receive the image of the broken pot and packaging and determine it is not fit for use, I will create a replacement. After 7 days, I cannot issue any free replacements for any pot, custom or otherwise.

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By submitting a custom 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. If a non-custom mug is broken upon arrival, you may request an exchange with photo evidence. No returns will be given for damaged pieces after the 7 day period. 

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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.

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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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