Shipping policy

Shipping Policy

Heart & Hearth Pottery · Version 3.2 · Effective April 23, 2026

Heart & Hearth Pottery ships select retail items — clay, handmade pottery, and gift items — from our studio in Topanga, California. This policy describes shipping options, costs, timelines, and how we handle damage or issues in transit.

Most purchases are intended for in-studio pickup. Shipping is available upon request and with full advance payment. By placing a shipped order, you agree to the terms below.

5.1 Shipping Availability

  • We ship within the United States only. International shipping is not available.

  • Available carriers: USPS, UPS, or other carriers as selected at checkout.

  • Clay shipments (heavy, bulky) ship via ground service only.

  • Small retail items and pottery may ship via first-class or priority mail.

  • Rush or expedited shipping is not available at this time.

5.2 Shipping Costs

  • Shipping is calculated at checkout based on weight, dimensions, and destination.

  • All shipping costs are the responsibility of the customer and are non-refundable once an order has shipped, except in the case of studio error or verified shipping damage.

  • We do not offer free shipping at this time.

  • Local pickup at the studio (436 S Topanga Canyon Blvd, Topanga, CA 90290) is always free and encouraged for clay and large orders.

5.3 Processing Time

  • In-stock orders ship within 3–5 business days of purchase.

  • Clay orders may require additional time if the specific clay body is being mixed or wedged.

  • Handmade pottery ships within 7–10 business days, subject to firing schedule.

  • Orders placed Friday afternoon through Sunday process the following business week.

  • You will receive a shipping confirmation email with tracking once your order ships.

5.4 Delivery Time

  • Typical ground delivery is 3–7 business days after ship date.

  • Delivery times are estimates provided by the carrier, not guarantees.

  • The studio is not responsible for carrier delays, weather events, or other circumstances outside our control.

5.5 Packaging

We take care with every shipment, but cannot guarantee arrival without damage given the fragility of ceramic materials.

  • Clay is packaged in double-boxed, reinforced containers appropriate for its weight.

  • Pottery is wrapped in bubble wrap and/or kraft paper and packed in fitted boxes with adequate cushioning.

5.6 Damage in Transit

If your package arrives damaged or your item arrives broken:

  • Notify us in writing within 7 days of delivery at studio@heartandhearthpottery.com.

  • Include photographs of the damaged item AND the shipping packaging.

  • Save the damaged item and packaging until the claim is resolved.

  • At the studio's discretion, we will replace the item, refund the purchase price, or issue a credit.

  • If the damage is due to shipping or studio error, return shipping for replacement is at no cost to the customer.

5.7 Lost or Stolen Packages

  • Once a package is handed to the carrier, tracking is the best record of its location.

  • If a package is marked delivered but not received, contact the carrier first to file a claim.

  • The studio can assist with carrier communication but is not responsible for packages lost after delivery to the shipping address.

  • Address inaccuracies provided by the customer are not the studio's responsibility.

5.8 Shipping Address Accuracy

  • Customers are responsible for providing a correct, complete shipping address at checkout.

  • Packages returned to the studio due to incorrect address, refused delivery, or unclaimed pickup will be eligible for re-shipment only with an additional shipping charge paid by the customer.

  • If the customer chooses to cancel rather than re-ship, a refund will be issued minus the original shipping cost and a 10% restocking fee.

5.9 Returns & Exchanges on Shipped Orders

See the Refund, Return & Studio Care Policy (Section 2.22) for eligibility on returns and exchanges.

  • Return shipping is at the customer's expense unless the return is due to studio error or shipping damage.

  • Items must be returned in original condition with original packaging.

  • Opened clay and consumable items are final sale and cannot be returned.

5.10 Local Pickup (Alternative to Shipping)

  • Free pickup is available at 436 S Topanga Canyon Blvd, Topanga, CA 90290 during posted studio hours.

  • You will receive a pickup-ready notification when your order is available.

  • Orders must be picked up within 30 days of the pickup-ready notification. After 30 days, the order is considered abandoned.

  • For clay orders specifically, local pickup is strongly encouraged due to weight and shipping cost.

5.11 Shipping of Student Work (Class & Workshop Pieces)

Shipping of student-made pieces from classes, workshops, and memberships is available upon written request and full advance payment.

  • All shipping costs and risks of loss or damage in transit are the responsibility of the participant.

  • Packaging and shipment of student work follows the same care standards as retail shipments.

  • Firing outcomes on student work are not guaranteed (see Section 2.14), and loss in firing or shipping does not constitute grounds for refund on class fees.

5.12 Contact

Questions about a specific shipment or delivery:

studio@heartandhearthpottery.com

Include your order number and the specific question so we can respond quickly