FAQ

General 


Where are you located?

Our studio is located on Lekwungen Territory (Victoria), on 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 inquire about future pre-orders or restocks. 

Also, if you join our mailing list, you will receive email updates regarding new collections, sample sales, and product launches. Simply go to our website, scroll down, and enter your email address into the subscribe box. 


How do I care for my ceramics?

We urge customers to 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. We also don't recommend putting your item through quick temperature changes (eg. pouring hot liquid into a cold mug) as the bottom can crack and fall out. All mugs, bowls, and plates are microwavable. 


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. Our only non-foodsafe pieces are those glazed in Mother of Pearl luster which are reserved for decorative use only. 

Do you offer warranty on items?

We do not offer warranty on items at this time. We are only responsible for the replacement of items if they arrive to customers in a broken or defective condition. It is the customer's responsibility to contact us immediately in the rare event of receiving a broken or defective item, and we can arrange a replacement.


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 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 (inside & outside photos)*. 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 1-4 business days after the order was placed. 

For items marked as *Pre-orders, please expect your order to be fulfilled and shipped out around the date stated on the product page. 


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. People are shopping online more than ever, which is resulting in unprecedented high shipment volumes for couriers & postal workers. 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 UPS or Canada Post. For all other USA and international orders, we will use a courier 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. 

 

Why is the shipping cost higher than I expected?

We have spent a lot of time refining the shipping process so that customers are paying the best rate to ship out their order, and we consider our shipping costs to actually be pretty low. Shipping fragile, heavy ceramics requires extra protective packing materials, along with a larger box. The cost of shipping is generated based on destination, box size, and total weight of the package.

The pandemic has also negatively impacted shipping costs for international orders outside of North America. Shipping costs have doubled in some places, and this is due to several factors. Unfortunately, we have no control over this and we are hoping that these costs will decrease in the coming months. 

We also take care to pack our ceramics with recyclable and sustainable packing materials, avoiding all bubble wrap and styrofoam. This cost also takes into consideration the time it takes to pack each order with care and the cost of buying local, non-Uline environmentally conscious packing materials. 


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. Only after we receive a refund from the shipping company can we ship you out a replacement.