FAQ

General 


Where are you located?

Our studio is located in Victoria, British Columbia on beautiful Vancouver Island, Canada. 


The item I want is sold out, will you be making more? 

We cannot guarantee that a sold out item will be restocked, but please feel free to email info@rachelsaundersceramics.com to be placed on an email waitlist. Also, if you join our mailing list, you can receive email updates regarding restocks, sample sales, and product launches. Simply go to our website, scroll down, and enter your email into the subscribe box. 


How do I care for my ceramics?

We urge customers to only hand wash their ceramics in lukewarm water, which is more gentle than a dishwasher. A dishwasher can permanently damage glazes and cause discoloration. We don’t recommend keeping ceramics outside during cold temperatures or placing them into freezers as they may crack or chip. 


Are the ceramics food safe?

Yes! All mugs, bowls, plates, and cups are food safe and you can drink hot/cold beverages out of them. 


Orders


Are orders “Final Sale”?

Since Rachel Saunders Ceramics is a small, independent business,  all orders placed will be a final sale. We cannot accommodate returns, refunds, or cancellations. Thank you for understanding. 


Can I change/edit my order after placing it?

If you email info@rachelsaundersceramics.com immediately, we can usually edit your order in time before shipping it out. If we don’t receive your email in time before sending it out, we are not liable for sending out the originally ordered item. 


I received a broken/cracked item in my order upon receiving, how should I proceed?

We’re so sorry that you’ve received a damaged item! We pack every shipment with extreme care, but breakages can still occur during transit, although it is rare. If you receive a broken/cracked item, email info@rachelsaundersceramics.com immediately so that we can produce a replacement for you and start a claim. *Please provide photos of the damaged item and the box it came in*. Please note that you may have to repay duties/taxes for the replacement. 


When will my order be fulfilled?

We aim to fulfill your order within 1-5 business days after the order was placed. 


Will the delivery of my order be delayed due to COVID-19? 

Since we are still in the midst of global pandemic, yes there may be delays during delivery of your order. We really appreciate your patience during this time. 


Shipping

Is your packaging sustainable?

Yes :~) All orders are packaged in recyclable/biodegradable paper, cardboard, and paper tape. We kindly ask customers to recycle, reuse and/or compost their packaging to eliminate landfill waste.


How can I track my order?

Once your order ships from our studio, you should receive an email with tracking information. If you did not receive a shipping confirmation email within 5 business days after placing your order, please contact info@rachelsaundersceramics.com


Which delivery service do you use? 

For Canadian orders, we use Canada Post. For all other USA and international orders, we will use another service such as UPS or DHL. 


Do you ship to PO Boxes?

Our courier services (UPS, DHL, etc) do NOT ship to PO Boxes. If you are based in North America, we will be using Canada Post/USPS to ship to PO Boxes. Please note that your order may take longer than normal to get to you if you are using a PO Box. If you wish to receive your order via UPS/DHL instead, please provide an alternate address during check out. 


Will I have to pay duties or taxes on top of my order?

Our company is located in Canada, so you may have to pay duties or taxes depending on where you live. We are not liable for these charges and they cannot be reimbursed by Rachel Saunders Ceramics.


My package says “delivered” but I haven’t received it yet? 

There are a few steps that you can take to try and determine where your package is:

  1. Contact your local postal service, and ask to speak to someone directly. They may have more information on where it was left. 
  2. Did one of your neighbours accidentally collect your package?
  3. Is your mail area secure? Are packages left unattended where you live?

If you have done the above steps without success, please contact us at info@rachelsaundersceramics.com so that we can file a claim on our end. Please note that Rachel Saunders Ceramics is not liable or responsible for packages that have been stolen or left unattended.