Unless otherwise noted, pottery and other objects ordered directly from our website are in stock and ready to ship. We try our very best to get all orders out the door within 1-3 business days; however in times of heavy order flow, it can take up to 7 business days.
You’ll receive tracking information once your order has shipped. If you’d like an estimate for when a package might arrive before biting the bullet with an order, send an e-mail to email@example.com.
Given our current order volume, we are not able to combine orders for shipment.
East Fork is not responsible for lost or stolen packages. Please email firstname.lastname@example.org if you need assistance filing a claim.
If a package is returned to our factory due to multiple delivery attempts, incorrect address given at checkout, etc. , we will contact you the day that we receive the return and figure out next steps. We are happy to reship packages, but we are unable to cover the cost of reshipment.
What shipping carrier(s) 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 match in carrier for you. For example, UPS cannot deliver to PO Boxes so we would ship via USPS to ensure the package's safe arrival. Please email email@example.com if you have a strong preference of carrier, require expedited shipping, signature upon delivery, or any other special requests.
Do you ship internationally?
We do! International shipments can typically ship within UPS’s network, but in some cases we have to ship internationally with USPS (especially if you are shipping to a military APO Box). International shipments aren't often delayed much longer than a domestic shipment, but could take a bit more time to process than normal to ensure we get all of our international documentation properly completed.
For our lovely Canadian customers - we know that Canada's post has brokered a deal with USPS, which can sometimes affect duty fees that are handed down by customs agents. In order to offer you the best possible shipping rate, we default to UPS shipments. We unfortunately are not able to estimate duty fees, as it is ultimately up to the discretion of the customs agent who checks your package. We're happy to accommodate shipping with USPS, but please know that you will be invoiced for additional shipping charges to match the actual cost to ship with that carrier. Please feel free to email firstname.lastname@example.org with questions, concerns, or requests.
I live outside the US and want to purchase some items, but the shipping rate costs more than the actual dishes! Can you lower the price?
We completely understand. Given the nature of the beast, it can be pricey to ship heavy items internationally. The rates at checkout are calculated based on shipping address and are quite reasonable when compared to pottery manufacturers. If you would like a breakdown of your shipping costs and carrier options, please feel free to reach out to us!
Your shipping charges seem high. How do you calculate shipping cost?
Believe me, we wish pottery was easier to ship! But this stuff is bulky and heavy and we want to make absolutely sure that your items arrive safely to their destination. Our shipping charges are based on a flat-rate tier system based on the price of your order, and our savings with UPS rates are passed on directly to you! However, if you are interested in a shipping quote for a purchase, e-mail email@example.com for assistance.
How do you package your breakable items for shipment?
Screw the bubble wrap! It is less efficient than paper and not nearly as reliable.
We wrap all of our orders (including large ones) with a recycled paper product called Geami and fill out our boxes with a 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.
Since we made the switch to packing with Geami and Fillpack products full time, we’ve seen a sharp decline in the amount of broken items received by customers. Packing with paper is surprisingly reliable, however, if you receive a broken item with your shipment; fear not! Shoot an e-mail to firstname.lastname@example.org with a photograph of the breakage and your order number and we'll get you taken care of.
What is your returns/exchange policy?
I want to place an order online and pick it up in the store. Can you waive the cost of shipping?
We aren’t offering a “pick up” option on our site anymore. Most of what we offer online (and more!) is also available in our brick and mortar stores in Asheville and Atlanta, so we want to direct that traffic appropriately. If you have questions about a specific piece being in stock, feel free to give your local store a call!