Frequently Asked Questions

Product Information

What type of production methods do you use?
All work is 100% wheelthrown by hand with no molds / jiggering / slipcasting, or other methods meant for industrial production.
Do you accept custom work?
Our tabletop collections Midnight Noir and Milk & Honey can be customized to shape and size. We've custom made sake sets, different plate sizes and larger tumblers for clients. Contact us to start a conversation.

Wholesale / For trade

Do you do wholesale?
Yes, we have specific product sets open to wholesale and would love to hear about your store and the kind of products you carry. Please submit a request via our contact form. We’ll be in touch within 3-5 business days.
Do you do consignment?
No, we do not.

Return / Exchanges

What’s your refund policy?
We have a firm no refund policy, as majority of our work is made to order. Items can be exchanged within 10 days with 20% restocking fee.
Custom work is not refundable and cannot be exchanged.

Shipping

What’s your shipping method?
We offer USPS and UPS. Please add items to the shopping cart and proceed to the checkout page to receive your quote. USPS is the only one with a live quote. If you'd like the UPS option, please purchase using the "Standard Shipping" option, and send us an email to clayfactorceramics@gmail.com specifying UPS and we'll send you a quote. Otherwise we'll ship via USPS.
How do you pack the shipment?
We use environmentally responsible packaging to the extent possible without compromising the safety of your order.
Items are wrapped in foams sheets, then wrapped in bubble wrap, shrink wrapped (instead of taping) and double boxed. We use biodegradable starch-based packing peanuts. Tape is almost never used to secure individual items, so it's a breeze to unbox.
My shipment came damaged!
Oh no! Well, this has never actually happened before since we pack on the side of too much packing. But for good measure -- if your order ever arrives broken or damaged, please send us high resolution photos within 5 business days so we can file a claim with the shipping carrier and get a replacement out to you ASAP.

Visiting Studio

Can I visit your studio?
Yes! In fact we encourage you to come experience our work first hand. We offer appointment only studio visits Wednesdays and Fridays between 5-7pm. Please contact us first, as our studio is in a private warehouse *and* sometimes our schedule has us focusing on production only.

Shopping Online

What payment methods do you accept?
We accept all major credit cards, Paypal and money order/check (need to clear before fulfillment).