Refund policy

All items are shipped out within 4-5 business days unless otherwise specified on the website. We ship mainly through UPS and the United States Postal Service (USPS), depending on the destination.

Items are well packaged, surrounded with extra packaging material, and insured for safe arrival. All shipping costs include the actual shipping cost from the shipping company plus the cost of packing materials (box, bubble wrap and packing peanuts). 

BROKEN ITEMS:

The world can be a tricky place for ceramic items. While we do our absolute best to package each item with great care, damages do happen. Please follow the following protocol if you receive a damaged item. 

  • Take photos of packaging (all sides of boxes, including interior)

  • Take photos of the product

  • File a claim on the UPS website 

  • Immediately send an email to info@brushstrokespottery.com with your order number, the issue, and photos

  • Damaged product(s) must be claimed within 72 hours of delivery. If you are giving this as a gift, I highly recommend you open and inspect the item right away. Damage claims after 14 business days will not be subject to a refund or replacement.

ORDER CHANGES/CANCELLATIONS:

You may request a change to your order, provided that your order has not already been processed and/or shipped. Once the order ships, you will be responsible for restocking fees and shipping charges. Orders that have been shipped from any location cannot be changed or canceled and are classified as returns. Please refer to Returns or Exchanges if your order has already shipped.

 

SPECIAL ORDER PRODUCTS:

Special order items cannot be returned or resold. Cancellations are not accepted on special order items. NO EXCEPTIONS. Please contact us if you have any questions about a special order product.

LOST PACKAGES:

Once we process your order, we hand it off to the shipping company. At this point, your order is the responsibility of the carrier and sometimes they misplace, misdeliver, or lose the package. If this happens, we will open a claim with the carrier on your behalf. These claims could take anywhere from 2-4 weeks to complete the investigation and provide a result. Sometimes the carrier ends up finding the package and completes the delivery. Because of this, we cannot issue refunds or replacements for lost packages until the carrier completes the investigation and declares the package as officially lost. We are determined to make sure you receive your order, so we will work with you and the carrier to come to a resolution. Please be aware, all lost package claims must be reported to us within 30 days, otherwise, we are unable to help.

REFUSED PACKAGES:

Any orders that are returned as refused by the receiver or non-deliverable will be processed as a return in compliance with our standard return policy, subject to a 25% restocking fee. WE DO NOT REFUND SHIPPING CHARGES.

 

RETURNS OR EXCHANGES

Please inspect items immediately when received. You may return most new, unopened items within 15 days of delivery. Some products/brands are exempt from our return policy - please contact us first.  The shipping you paid for your order is non-refundable. 

Items must be returned in the quality received. Once Brush Strokes Pottery has received the returned items, we will issue a refund to your card used at checkout.  Please note, refunds will not be issued until we receive the original item(s) and confirm it is in good condition. Customer is responsible for return shipping back to Brush Strokes Pottery.

If you need to return or exchange an item, simply email us at info@brushstrokespottery.com with your order number and detailed reason for wanting to return/exchange the product. We will then proceed to qualify your request. We'll notify you via e-mail of your refund/exchange once we've received and processed the returned item(s).

 

REFUNDS

Once you have received confirmation that you will be receiving a refund, it will take approximately 5 to 7 business days for your refund to be processed. We send all refunds back to your original payment method and the time it takes to receive your money varies by payment method. 

All orders over 180 days old requesting a refund are eligible for store credit only. If your items are on pre-order or have an extended lead time, you have up to 180 days from the purchase date to receive a refund to the original payment source, otherwise, store credit will be the only method of refund. Store credit is good for 180 days from the date of issue for use.

 

LOCAL PICKUP:

Now offering local pick up in Austin, TX for all orders. Simply choose local pickup at checkout and you will receive a notification once your order is ready. Note the following pick up times at our studio below. Address is 2311 Thornton Rd. Suite N. Austin, TX 78704.

 

  

GIFT CARDS:

Feeling weary about the shipping times but still want to give the gift of creativity? We've got you covered! Give the gift of a Brush Strokes Pottery e-gift card. Our gift cards are delivered by email and contain intstructions to redeem them at checkout. No additional processing fees. Gift cards must be redeemed 1 year after use date. So be sure not to let those go to waste!!

INTERNATIONAL SHIPPING:

We are currently working on implementing shipping to Canada. 

 

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For any other additional questions about shipping, please email us here.

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