Online shop FAQ
☕ CUSTOM/WHOLESALE ORDERS
We are not able to take on any custom or wholesale orders at the moment!
☕ HOW TO BUY
We release a new batch of work every 1-2 months. You can join our mailing list to get an email on restock days! If you are trying to get an item right at release time, we recommend using Apple Pay, PayPal, Shop or Google Pay so your address is pre-entered for fast checkout! Especially around the holidays when pieces can sell quickly!
📦 MULTIPLE ORDERS / SHIPPING REFUNDS
We automatically pack orders under the same name and address together and refund shipping overages if the label ends up being cheaper! You can send and email to cedarwoodceramics@gmail.com if you need to combine orders with different names or addresses.
*If the order is large we may need to split it into multiple boxes so everything has enough padding*
♻️ OUR SHIPPING MATERIALS
All of our ceramics are packaged in strong corrugated boxes. We use recycled paper, natural rubber tape, biodegradable corn starch peanuts, and occasionally cellulose wadding (recycled paper padding) to wrap large items.
🇨🇦 SHIPPING PRICES AND CARRIERS: CANADA
The shipping price for a 1-2 mug box within Canada is approx. $12-$25 CAD depending on how close you are to us in Nelson, BC. We ship our packages with tracking using Canada Post, Purolator or UPS.
🇺🇸 SHIPPING PRICES AND CARRIERS: USA
The shipping price for a 1-2 mug box is approximately $28-$35 USD. We now ship all of our USA orders with UPS. Clearance fees and taxes are included in the shipping price, so you don't have to worry about any surprise charges when your box arrives!
🌏 SHIPPING PRICES AND CARRIERS: INTERNATIONAL/OVERSEAS
We offer worldwide shipping with Canada Post or UPS tracked air mail (5-10 business days) Shipping for a mug box is approx. $45-55 CAD. We try to ship the boxes for the lowest rates possible, we will refund any overages if shipping to your country ends up being cheaper!
*Depending on your country there could be a VAT or duty charge on ceramic imports from Canada. This tax will be charged when the item is delivered to you.
📦 LOCAL PICK UP & DELIVERY
We offer free delivery within 10km of our studio in Nelson, BC! If you are eligible for this option, it will pop up at checkout automatically. We also offer pick-up at our studio, please send an email to cedarwoodceramics@gmail.com - we can refund your shipping costs and arrange that :)
🤍 CARE INFO
All of our ceramics are handmade with stoneware clay and dinnerware-safe glazes. They are all microwave safe and we recommend hand-washing them!
☕ RETURNS/EXCHANGES
We usually do not accept returns or exchanges - but if there is a problem with your order please reach out to us so we can fix it for you!
☕ CANCELLATIONS
An order may be cancelled within 12 hours of purchase - As long as the item has not been shipped. Please email us at cedarwoodceramics@gmail.com or through our "contact us" page!
📦 DAMAGED OR LOST PACKAGES
Damaged packages are extremely rare! We haven't had this happen in the last couple years- but if your box arrives damaged please take photos of the damage and the shipping label, we need photos to submit an insurance claim! We will also submit a claim for you if your package is missing!
✉️ OTHER QUESTIONS
If your question was not answered, feel free to send us an email at cedarwoodceramics@gmail.com or send us a message through the form here: