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. Call us at 828-237-7200.

Are you Press?

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

Are you a Food & Beverage 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.

Are you interested in a community partnership with us?

Please fill out this form. If you have questions about donations you can contact community@eastfork.com.

Frequently Asked Questions

When should I expect my package to ship?

Due to the waterfall effects of COVID-19, we have had to pivot our production to a pre-order model. All pottery is made to order and will ship out within 6 weeks—though some orders will ship out sooner! If we fall a bit behind and your order is delayed, we will do our absolute best to communicate the delay with you.

All pantry, kitchen, tabletop objects, and seconds pottery are in stock and ship in 3-5 business days.

If your order has a mix of pre-order pottery and other objects, your order will ship out together once the pottery is ready. If you are hoping to get 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.

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.

I placed 2 orders. Can I combine them?

We're happy to combine orders placed within 24 hours of each other, provided that we are contacted before the first order is shipped out. We provide this service to all of our customers as needed without additional shipping costs being incurred. Refunds will not be offered. Please contact our Customer Care team at care@eastfork.com for order combination requests.

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 Toddler Cup to see the glazes in person.

Does your pottery contain lead?

Our glazes are free of lead and other heavy metals. We fire our pots at high temperatures, which ensures that all of the glaze components are entirely encapsulated and will not leach into your food. We send our glazes to an independent, third party lab to be tested with an acid test for food safety before being sent out to customers. Similarly, we also send glazes to ensure that they are compliant with both the FDA and California’s Prop65 standards. We pass with flying colors!

Is your pottery durable?

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 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!

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 or USPS.

Do you ship internationally?

We sure do! We have access to several international shipping options, including UPS and USPS. When you reach the shipping portion of our checkout process, you will see all the available carriers listed for your order. If you do not see a carrier listed, this means that service is not available for your order at that time. APO addresses must be shipped via USPS.

All options are exact calculations of what it will cost East Fork to ship your pottery. East Fork has no control over the fees that you are charged once your pottery reaches your customs agency, or over brokerage fees charged by carriers. As such, we cannot advise as to what the exact costs will be, as they vary from country to country. The customer, not East Fork, is responsible for payment of any fees and taxes charged by customs and carriers. 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 COVID-19 pandemic has massively affected international shipment transit times, 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: they will have the most up-to-date information!

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 at 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 within a week of delivery 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. For issues with delivery or tracking, the easiest and fastest way to get a resolution is to reach out directly to the shipping carrier. Please 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.