FAQ

Q: How do I buy your work?

 

A: We restock our shop every two weeks with ready to ship items. The exact day and time is always listed in our Instagram bio and website. Items tend to sell quickly, usually within the hour, so check in right on time!

 

Q: When will my order ship?

 

A: We only ship out once a week after a restock, and we have a lot of orders to carefully pack for their journeys. It's also just poor Matt handling all of our shipping, so please be patient with him! You'll receive tracking when your order has been packaged up. If the tracking hasn't updated, it's likely waiting for pickup at our studio.

 

Q: Do you take custom orders?

 

A: We don't accept custom work at this time, but we do take suggestions to heart. Please feel free to leave requests for us to consider!

 

Q: Can I reserve a piece I’ve seen on Instagram?

 

A: We can't accept reserves or holds on new pieces for restocks. This would be unfair to the rest of our customers patiently waiting for an item. Thanks for understanding!

 

Q: Are items microwave and dishwasher safe? 

 

A: All are microwave and dishwasher safe unless otherwise noted. Hand washing is always best, and will ensure a long life for your new wares.

 

Q: Do you accept returns or exchanges?

 

A: We don’t, due to the fragile nature of ceramics we only trust our know-how to safely package our items. Having a customer send something back typically results in breakage. Of course contact us if there's a problem with your order, we’ll always do our best to rectify the issue.

 

Q: What do I do if my item arrived damaged?

 

A: You can file a damage claim with USPS to receive a refund for your damaged items (https://www.usps.com/help/claims.htm). Damage in shipping is covered by USPS insurance.

You will need your tracking number and order confirmation. If you are denied a reimbursement through USPS, please contact us and we can arrange for a replacement or refund. If you are giving Pitch Pine Pottery as a gift, please open and inspect your package immediately before giving it to your recipient. Refunds and replacements will not be made after 7 days of delivery of your order.

 

Q: I'm local to Santa Fe, can I pickup my order? 

 

Yes! Shoot us a message after purchasing. We can set up a time that works for us both for you to swing by the studio.