Shipping & Returns
UPDATES
All of our pottery is MADE TO ORDER and our current production time is 6-8 WEEKS. We are experiencing a huge influx in orders and delays in receiving supplies so things are taking a little longer than normal.
Thank you for your patience and understanding!
HOLIDAY ORDER DEADLINES
FOR DELIVERY BY DECEMBER 24th
MADE TO ORDER 5-8 WEEKS - US ONLY - ORDER BY OCTOBER 18
READY TO SHIP - US ONLY - ORDER BY DECEMBER 1
Shipping Information
Most of our pottery is MADE-TO-ORDER and takes 6-8 weeks to make. Depending on the size of the order it can take longer. Please contact me if you have any questions.
READY TO SHIP ITEMS HERE - If your WHOLE order is READY TO SHIP your order will ship out within 3-7 business days. Please don’t order READY TO SHIP Items along with MADE TO ORDER Items.
If you would like to be the first to know when we restock the web shop please join our mailing list for occasional updates.
We offer FREE Shipping for all US orders.
✦ If you live or are visiting San Luis Obispo county you are welcome to come pick up your order at our studio. We would love to meet you and show you around! Just send us a message.
All domestic orders are shipped via United States Postal Service by either First Class, Retail Ground, Priority Mail, or UPS Ground depending on weight. Orders will generally arrive within 2-9 business days (depending on proximity to our pottery studio in CA)
International Shipping
International Orders ship via Priority Mail or USPS First Class International depending on weight.
The shipping price is based off of the size and weight of the items you are ordering.
You can add the items you want to your shopping cart and view the shipping price in your cart.
The "average" transit time for International delivery is about 2-8 weeks, however shipping times vary greatly depending on your location, the time of the year, and your local postal service...In some cased it can take up to 10 weeks for your order to be delivered. It just depends on customs.
Because of this we can NOT give you an exact delivery date nor promise that your package will arrive by a certain day, as there are no guarantees made by the postal service due to possible delays in customs at the borders.
*Tracking information is not available for international orders.
CUSTOMS / DUTY FEES
Depending on your country, additional customs charges, fees or taxes may be due when you receive your package. You are responsible for these fees and are not included in item and shipping price.
**WE DO NOT REFUND for any international shipments that are lost in transit.
Returns & Exchanges
At Back Bay Pottery, we take pride in the quality and craftsmanship of our products. All of our pieces have a unique story and handmade character that represent the hands that made it. It is important to us that our customers are happy with our products. If you are not satisfied with your purchase, we will work to find you a perfect replacement. Please contact us WITHIN 10 DAYS of receipt of package.
Any returns or order cancellations must be authorized first and returned items must arrive back to us in original condition (unused and in original packaging).
We do not refund postage for unclaimed or undeliverable packages.
FOR RETAIL AND ONLINE PURCHASES:
We will refund your purchase, minus the cost of shipping and a 20% restocking fee.
All items must be must be sent back to us in the same condition you received it and within 14 days of the date it was delivered to you.
All returns must include proof of purchase in the form of a receipt or shipping slip. Please ensure items show no signs of use.
Return shipping is the responsibility of the customer.
FOR GIFTS AND GIFT CERTIFICATES:
Gifts can be returned for store credit or exchanged within 14 days of purchase only if accompanied by a proof of purchase. Gift cards are non-returnable, and non-refundable.
FOR CUSTOM DESIGN WORK:
No returns or exchanges. All custom work is made to order and will not be returnable under any circumstances.
SALE, SECONDS AND CLEARANCE ITEMS:
No returns, no exchanges.
DAMAGED ITEMS:
We will gladly accept the return of any merchandise that may have been damaged during shipping. Any item damaged from use, general wear and tear, we do not accept. All items must be returned in showroom condition.
➤➤ INSURANCE
Insurance and tracking is provided on all packages.
>>> If an item arrives damaged please contact us immediately. <<<
Claims must be filed WITHIN 30 days.
If you received something damaged or items are missing from a package, please hang on to the contents you received and all the associated packing materials until your claim is settled. You may be asked to take them to your local Post Office for inspection later.
➤➤ Please send a picture of the broken item as soon as possible to info@backbaypottery.com It is required to file an insurance claim.
Additional Policies
PLEASE READ EACH ITEM LISTING CAREFULLY.
Because of the nature of ceramics there can be a delay. If this happens I will send you a message and let you know. If you need your item sooner please contact me and I will let you know if I can make it happen.
Due to the amount of orders I receive I CANNOT ACCEPT RUSH ORDERS.
WRONG ADDRESS -
Please double check your address at checkout. Customers who enter an incorrect address at checkout will be responsible for all costs associated with re-shipment.
If you have a problem with an order that needs immediate attention please contact us here with the subject line URGENT in caps.