FAQ
How long will it take to receive my order?
Orders are normally processed and shipped within 1-2 business days. Once your order has shipped you will receive a shipping confirmation notice with tracking to confirm estimated delivery from the carrier. Standard shipping within Canada ranges from 1-7 business days. Express shipping is available at an additional charge. If you require express shipping or would like to know the exact "guaranteed shipping date" please send us an email at abovetheseapottery@gmail.com and we can confirm through Canada Post.
How does the free local pick-up work?
We are happy to arrange for local, contact-free pick up for residents or visitors in the Greater Victoria area. If you choose this option at checkout we will contact you directly to arrange a time and provide location details. This will normally occur within 24 hours of your order. Please note that local pick-up is only available from our home in North Saanich, BC. If you require a rush pick-up, please send us an email @ abovetheseapottery@gmail.com to let us know and we will do our very best to accommodate.
How do I care for my pottery?
Our pottery is individually handmade from stoneware clay and should last for years with proper care. Functional pottery is technically dishwasher and microwave safe but please ensure that you handle your pieces gently to avoid chipping or breakage. Pottery by nature is fragile, and careful hand-washing may preserve the life and vitality of your product. Pottery is also particularly susceptible to thermal shock resulting from extreme changes in temperature. Direct stovetop, flame or freezing is not recommended. Pottery pieces may be used in the oven if the piece is pre-heated while the oven is warming up. Placing a cold pottery piece in a hot oven may also result in thermal shock leading to cracking and breakage.
Do you accept custom or wholesale orders?
As much as we would love to create a special order for you, we are unfortunately not able to accommodate custom or wholesale orders at this time.
What are your shipping prices and which countries do you ship to?
We are currently shipping to Canada and the US, all products are shipped via Canada Post or UPS.
We offer $20.00 following flat rate shipping to all destinations in Canada. For all orders that require shipping in Canada, please choose this option at checkout.
For orders to the US, please note that you will be responsible for any additional customs, duty or import fees & taxes that may be applicable upon delivery.
How do I determine if a mug is the right size and fit for me?
We know that everyone has an individual preference for that perfect mug size, weight and feel, please take note of the approximate size listed in the product description before making your final decision. If you would like any additional info about a particular product, please feel free to contact us.
For some context, remember that 8 oz is equal to 1 cup of liquid. If you are a Starbucks fan, a Tall = 12 oz, Grande = 16 oz, and Venti = 20 oz. When in doubt, take some measurements of your favourite mug and compare to the specifications in the product listing.
What are your general return policies?
It if extremely important to us that you are happy with your purchase, so we do our best to ensure that every product listed in our store is a true representation of what you will receive. Each product is photographed individually (what you see is the actual product that you will receive) and all of our photos are taken in natural light and not filtered. Before you purchase, please take not of the following:
- Each piece is unique and natural in design and slight imperfections are to be expected with handmade products. There may also be minimal variations in colour and design that are not visible in the photos.
- Please take note of the product specifications and size in the description prior to ordering to ensure the product is a great fit for you.
If you are unhappy for any reason, please contact us within 3 days of receiving your product at abovetheseapottery@gmail.com and we will do our best to resolve your issue.
- For local pick-up orders: We accept returns for any reason within 3 days "no questions asked" as long as the product is returned undamaged and in its original condition.
- For orders that have shipped: If you choose to return your product for any reason other than an error on our part or shipping damage, you will be responsible for return shipping costs and safe packaging. Returns must be approved in advance within 3 days of delivery and will be refunded within 7 business days of receipt for products that are received back undamaged and in their original condition.
What do I do if my product arrives damaged?
We do our very best to carefully package each order to avoid shipping damage. Please inspect your order immediately upon receipt and contact us immediately upon receipt to report any issues. Please include photos of the damaged product, packaging and shipping boxes with your email. If the item has been damaged in transit, we will refund your order immediately.