FAQ
100% Handmade
Each dish is created entirely by hand. Computers are not utilized, therefore, minor variations occur are part of the charm of hand-crafting. There is an area at the bottom of each glazed dish that is the natural matte clay finish. This prevents the dish from melting onto the kiln shelf during the firing process.
Creation Times
Every item description in our shop lists the "timing” for that specific design. This is the time it takes for your order to be crafted or prepared for shipment. Serving platters, trays, bowls and designs with custom text, may take up to three weeks to be handmade and kiln fired. This ensures that the products are made correctly. This is noted on the item page. “Crafting Time” does not include shipping to your location. All timing is in business days. Our studio is not open on holidays or on weekends.
Expedited Order
Sometimes we are able to offer Expedited Crafting on certain product designs. This option will appear in the drop-down menu of item options on the item page. Expedited Crafting means we will craft your order in 8-10 business days or less. Rush orders are not possible with kiln fired ceramic pottery.
Order Cancellation
An order cancellation is available the same day as purchase only.
A 15% fee of the purchase total will *not* be refunded. This covers the credit card transaction fees that have been charged to us by your credit card company used for your purchase.
Changes to your order including date, spelling are available same day as purchase only. Your handmade dish starts production on day 2.
Details
100% Handmade, computers are not used
Unique, will not look like made in a factory
Shaped, trimmed by hand
Kiln fired twice at 2000 degrees
Rush order - not possible
Each dish is created to look similar to sample pics, except w/ your date, name, initials, etc
Photos are not included with your order
Request a change
Your personalization can be changed the same day as purchase only.
Request a custom design
Customer inspired designs and/or changes to dish as shown can be requested by custom order before purchase.
How we Personalize
Each letter/number is individually pressed into wet clay, variations will occur & are part of the charm.
Proofs
Computers are not used, therefore, proofs are not possible.
Ship Address Change: If the wrong ship address was submitted with your order:
- Contact us A S A P
- We can not change a shipping address once the ship label has been purchased from the carrier. Etsy auto-closes the order when a ship label is purchased.
Your order is Returned to Sender:
Buyer is responsible for new ship fee & postage to reship product. Order refund will not be given for return to sender or any undeliverable package due to address issues.
Timing: Rush Order | Guaranteed Delivery Date
Rush orders & guaranteed delivery dates are *not* possible. The 2000 degree kiln firing process takes up to 1 week. Rare, unexpected glazing issues may occur, require fixing & will delay shipping. We do contact you thru Etsy messaging if a delay occurs.
When will my order ship?
~ The production window (time required to make your dish) is shown in the product listing that you purchased. Most small dishes allow up to 2 weeks, platters will take 2-3 weeks unless we have contacted you with a specific ship window.
Has my order shipped?
~ An email alert + the carrier's tracking number will be sent to the email address used for the order. Click the tracking number link to view the online transit status update by carrier.
Shipping: Tracking Number # | Delivery Timing | Theft
Your shipping includes a GPS tracking number. A ‘Delivered’ confirmation includes the exact GPS coordinates (address), location (front door, mailbox) date & time. Shipping carriers will not accept a ‘non-delivery’ claim when their tracking confirms ‘Delivered’. Claims that your order did not deliver to you when the shipping service confirms delivery to your address will not be entertained.
When will my order deliver?
~ A delivery date is determined by the carrier + factors: location, weather (hurricane, blizzard, tornado, etc) & the # of parcels in their system (holidays). Estimated delivery date by Etsy are not a guarantee.
Porch pirate theft
‘Signature Required Delivery’ is available w/ upgrade. The online tracking displays delivery time window to help plan ahead. Recipient to be present to take delivery / is responsible for theft after confirmed delivery.
Our Error: Resolution = Refund After Return of Product
If the personalization on your dish does not match your order (date, spelling) ~ Contact Prima Pottery no later than 48 hrs after your delivery. Use the purchase confirmation communications sent to you for fast help.
Refund
Our Error: Resolution = Refund after return of product. Email photo proof of our error (date, spelling) within 48 hrs of delivery. We provide free return ship label valid for 7 days. Dish must be returned to us w/in 10 days of original delivery to you.
Replacement
One dish is created per order. A new order can be submitted if you would like a replacement dish to be made.
Damage by Shipping Company
Our platters and trays ship in 200# crush test containers. These do not crush with standard shipping services. However, if the ship box looks damaged, take photos of box *before* opening. If dish is damaged, send us 6-8 photos within 48 hrs of delivery as shown by online tracking. Use the QR code on the back of the card to contact us immediately. Damage claims are not accepted after 3 days (72 hrs) after delivery.
Other Issues
Customer Error // Not what I expected:
Each handmade dish is properly described in the product text and shown in the example photos. It is the customer's responsibility to understand what they are purchasing. Not eligible for replacement nor refund.