Q. Where are you located?

A. Our studio is located on Lekwungen Territory (Victoria), on Vancouver Island, Canada.

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

A. 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.

Q. How do I care for my ceramics?

A. 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.

Q. Are the ceramics food safe?

A. 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.

Q. Do you offer warranty on items?

A. We do not offer warranty on items at this time. We have partnered with Route to offer an affordable solution to protect shipments from breakage, loss or theft. This coverage is automatically added . during checkout, if you remove it your shipment won't be covered for replacement or refund.

If you have received a defective or incorrect piece, please contact us directly and we can arrange a replacement.

Q. Do you offer wholesale?

A. Thank you so much for the interest in stocking RSC! We are excited to announce that we are currently taking on a small number of select wholesale orders. Please email us at info@rachelsaundersceramics.com for more information. 

Q. Do you offer local pick up in Victoria, BC?

A. Absolutely! Either add in the discount code STUDIOPICKUPVIC during checkout, or select the Pick up option during checkout. We will email you at the email address provided with details regarding studio pick up once it is ready. 

Q. Are orders “Final Sale”?

A. We cannot accommodate returns, refunds, or cancellations. Thank you for understanding.

Q. Can I change/edit my order after placing it?

A. 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.

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

A. We know how frustrating it is to have something happen to your order, so we’ve partnered with Route to offer added assurance that you’re supported, no matter what. We pack every shipment with extreme care, but breakages can still occur during transit. 

If your package has arrived damaged, was lost, or stolen, and you've opted in to receive package protection through Route, you can get your claim started right away here. Route will arrange either a refund or replacement depending on availability.

If you have any issues please reach us at info@rachelsaundersceramics.com.

If you have have opted out of package protection through Route, Rachel Saunders Ceramics is not liable to replace/refund orders that have been damaged, lost or stolen.

Q. When will my order be fulfilled?

A. We aim to fulfill your order within 3-7 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.

Due to high volume, orders placed during our Sample Sale and December Holidays can expect a longer fulfillment window of up to 2 weeks. Thank you for your patience :~)

Q. Is your packaging sustainable?

A. 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.

Q. How can I track my order?

A. 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 8 business days after placing your order, please contact info@rachelsaundersceramics.com.

Q. Which delivery service do you use?

A. 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.

Q. Do you ship to PO Boxes?

A. Our courier services (UPS, DHL, etc) do NOT ship to PO Boxes. If you are based in North America, we will use 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 instead, please provide an alternate address during check out.

Q. Why is the shipping cost higher than I expected?

A. 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.

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

A. 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.

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

A. There are a few steps that you can take to try and determine where your package is: Contact your local postal service, and ask to speak to someone directly. They may have more information on where it was left. Did one of your neighbours accidentally collect your package? 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.

If you have a Route protected order, you can get started by placing a claim for replacement or refund here. Please review full Route Package Protection policies under our terms.