Contact

Need assistance with an order?

Have a question that's not answered below? You can find our amazing Care Team—Marissa, Virginia, and Jeffery, at care@eastfork.com. They'll do their very best to respond to your email within 48 hours and offer all the assistance that they're able to.

Can’t handle looking at the computer for one second more? Let’s talk on the phone! We do our best to answer the phone between 8-4 ET, Monday through Friday. If we’re away from the desk or with another customer, please go ahead and leave a voicemail and we’ll get back to you as soon as we’re able.

828-237-7200

Are you Press?

Wanna take our picture/write an article about us? Send a message to press@eastfork.com

Are you Food & Bev Industry professional?

Are you looking to source durable, beautiful pottery for your restaurant, bar, hotel, or cafe? Click here to apply for an Industry Account or send an email to industry@eastfork.com for more information.

Frequently Asked Questions

Is East Fork Pottery dishwasher and microwave safe?

Yes, sure is! And it fits beautifully into home dishwashers.

Do you offer gift cards?

Absolutely. You can find them right here.

Eek, I placed 2 orders. Can I combine them?

We are not able to combine orders for shipment at this time; subsequently, we do not offer shipping refunds for multiple orders. Combination seems like such a simple thing, but it causes major logistical headaches for our Fulfillment crew. Make sure you have everything you want to purchase in one single order to save on time and shipping costs!

Can I get a glaze sample before I purchase?

We don’t currently offer tile samples of our glazes. We recommend purchasing small items like the Bitty Bowl or Espresso Cup to see the glazes in person. We’re happy to accept returns on items you don’t wish to keep.

Does your pottery contain lead? I'm cautious of buying "all natural" products for my family.

Our glazes are 100% free of lead. We firing at high temperatures ensure that all of the glaze components are entirely encapsulated and will not leach into your food. We send our glazes to a lab to be tested with an acid test for food safety before being sent out to customers and we also send glazes to ensure that they are compliant with California’s Prop65.

Is your pottery durable?

The short answer is yes, our dinnerware is quite durable. A good testament to their durability is how many restaurants use our collection as their primary dinnerware. Restaurants are anything but gentle when it comes to handling their —they’re dumped into dish bins, put through commercial dishwashers. That being said, it’s pottery, and all pottery is breakable. East Fork doesn’t need to be handled differently than other pottery, but we know it’s an investment and a financial commitment to purchase and replace it, so use mindfully.

If you're feeling nervous about it, we'd recommend starting with a few smaller pieces and seeing how they fit into your daily habits.

Can I come visit the new factory?

Due to the pandemic, our factory tours are currently on-hold until we feel safe to do so!

Shipping

Can I change my shipping address?

Our Customer Care team can change your shipping address if your order has not been shipped out yet! Just send them a message at care@eastfork.com. If you need to change the shipping address after the order has been shipped out, you will need to make an account with the carrier and change it on your end; just expect accessorial charges for an address change!

Can I change my billing address?

For security reasons we cannot change your billing address after an order has been placed. If you accidentally used the wrong billing address, it will not affect your order’s shipment; you would be unable to place an order if your billing address was too off-base. No need to reach out to the team!

When should I expect my package to ship?

Due to the waterfall effects of COVID, we have had to pivot our production model to a pre-order model. All pottery is made to order and will ship out within 6-8 weeks of order placement. Some orders will ship out before the 6-8 week mark! If we fall a bit behind and your order is delayed, we will do our absolute best to communicate the delay with you.

All non-pottery pantry, kitchen, and tabletop objects are in stock and ship in 3-5 business days. We hope to become your go-to shop for your kitchen and tabletop needs.

All seconds are in stock and ship in 3-5 business days.

If your order has pre-order pottery and non-pottery pantry, kitchen or tabletop objects, your order will ship out once the pottery is made. If you are hoping to snag your non-pottery goodies sooner rather than later, you’ll need to place a separate order; you will not be refunded for shipping costs on a separate order.

If your order has seconds, non-pottery items and any pottery labeled as "Ready To Ship," it will be shipped together within 3-5 business days.

Can you expedite shipping if I pay extra?

We do not accommodate requests for expedited shipping. The hefty environmental cost of expedited shipping is something that we can actively choose not to participate in, which is why we only offer Ground Shipping at checkout. We hope you'll understand the choice to lessen our carbon footprint, but please let us know if you have any questions about this!

How do you package your breakable items for shipment?

Screw the bubble wrap! It’s less efficient and sustainable than paper, and not nearly as reliable.

We wrap all of our orders with a recycled paper product called Geami and fill our boxes with completely recyclable Fillpak paper. Both products are either Sustainable Forestry Initiative (SFI) certified and/or made using recycled materials. Geami paper is biodegradable and 100% recyclable through your local community’s recycling program. We’ve seen a sharp decline in the amount of broken items received by customers since we made the switch to packing with Geami and Fillpak products full-time. Packing with paper is surprisingly reliable!

What shipping carriers do you use?

We primarily ship packages with UPS.

Our Fulfillment team assesses each order as it comes in and uses their expertise to find the best carrier match for you. For example, UPS cannot deliver to PO Boxes so we would ship via USPS to ensure the package’s safe arrival. If you would like to request a particular carrier, please reach out to Customer Care at care@eastfork.com and we will see what we can do!

Do you ship internationally?

We sure do! We have access to several international shipping options, including UPS and USPS. APO addresses must be shipped via USPS. All options are exact calculations of what it will cost East Fork to ship your pottery. More often than not, USPS is the more expensive option upfront BUT but we find that any duty fees are considerably lower with this choice of carrier. East Fork has no control over the fees that you are charged once your pottery reaches your customs agency.

International shipments will take a bit longer to arrive at your door due to border and customs restrictions; you can reasonably expect your order to show up a few weeks after it leaves our facility. The waterfall effects of COVID have massively affected international shipment transit time so it could be closer to a month, or two, until you receive your order after it leaves our facility. If you have any specific questions about shipment time, we suggest you directly reach out to the carrier or our Customer Care team at care@eastfork.com.

I live outside the US and want to purchase some items, but the shipping rate costs more than the actual pieces! Can you lower the price?

We are not able to lower the price. The rates are checkout are calculated based on shipping address and are quite reasonable when compared to other pottery manufacturers—given the nature of the beast, it can be pricey to ship heavy items internationally! If you would like a breakdown of your shipping costs and carrier options, please feel free to reach out to us Customer Care at care@eastfork.com.

My item arrived broken. What should I do?

Oh no! If you receive a broken item with your shipment, shoot an email to care@eastfork.com with a photograph of the breakage and your order number and we’ll get you taken care of.

My package was marked as delivered, but it never showed up. What should I do?

9 out of 10 times, your package will show up within a week! Once the package has left our warehouse, the carrier is responsible for your package and delivery. We cannot be held responsible for lost or stolen packages. Visit the carrier’s website for instructions on how to make a claim. If you have any remaining questions, you can contact our Customer Care team at care@eastfork.com.

I want to place an order online and pick it up in the store. Can you waive the cost of shipping?

We are not offering any local pickup or delivery options at this time; we will not waive or discount the cost of shipping. In the day and age of COVID, we want to make sure we can keep our team and community as safe as possible!

Similarly, we can not accommodate phone orders from our stores at this time.

Returns & Exchanges

Online Returns and Exchanges Policy

We are happy to accept returns and exchanges within 30 days of its arrival date as per your tracking information! You are responsible for shipping costs on all returns and exchanges. Please note that the responsibility for safely getting items back to us falls on you. 

Please let us know why you are returning the item to us, for our records. We are unable to offer refunds or exchanges for items that are returned to us in anything less than like-new condition. 

If you're worried about your packaging skills, bring your items to a trusted shipper to package for you. The cost of shipping is non-refundable. Refunds will be issued only after the items are received. Once an exchange is received, we'll issue you a store credit for the full amount of your purchase, minus the cost of shipping, to use on whatever else you'd like in the web shop. Your store credit expires after one year.