FAQs
Orders and Returns
Can I order an item with less than 12 quantity?
Unfortunately you cannot order less than 12 quantity for products in our online shop. If you are looking for small minimum order projects, please email us at: info@pottershandsproject.com. We may be able to accommodate your request!
How can I get a quote before ordering?
To get a quote for your order, please email us at: info@pottershandsusa.com and our staff will be happy to assist you.
How can I cancel or edit my order?
Once production begins, orders cannot be edited or cancelled. You can try to contact us by calling (657) 275-9070 or emailing us at info@pottershandsproject.com within 24 hours of placing the order to see if anything can be done.
Payment
What payment methods are accepted?
We accept a variety of payment methods such as VISA, Mastercard, PayPal, Apple Pay, Google Pay, Shop, and many more. You can find what payment methods we accept below at the bottom of the page as well.
What happens if there is a pricing error?
If there is a pricing error or other issues with your order, please send us an email at: info@pottershandsproject.com. Please include your order number and any other relevant information that may be useful.
What do you do with my payment information?
Your payment information is securely handled by the financial institution of your payment method and Shopify's payment processing. We do not keep your payment information and it is not used for anything other than to pay for your order.
Shipping
Are your shipping times guaranteed?
When you add an item to your cart, you’ll be asked to choose a shipping speed. After that, we’ll show you the promised arrival date for your item – and we stand by that. Bad weather and carrier delays can happen, but if your order doesn’t get there on time and you’re not satisfied, neither are we. Contact us and we’ll make it right.
Do you ship internationally?
We are currently shipping to the United States only at this time.
How to track my order?
Once your order has been shipped, you will receive an email with your tracking and shipping information. This generally includes the delivery method, estimated arrival date, and other tracking details (if available). Simply click on the link in the email or select the ‘track order’ option here and enter your order number and email address or sign into your account.
Does your shipping speeds include production time?
Production time is not included. Typically, production time will range from 3 - 7 days depending on the quantity of the order.
Do you offer expedited shipping?
Our fastest option is Express Shipping (5-7 business days) which includes the production time of your order and the delivery. If you require Express Shipping, please let us know as soon as possible so we can accommodate your request.
Do you offer free shipping?
Free shipping is available for purchases over $200.
Which shipping carriers do you use?
We use a variety of shipping carriers, including United States Postal Service and UPS. We determine which carrier to use for your order based on a variety of factors, such as products purchased, shipping address, size/weight of the order and delivery speed selected.
Can I arrange for my own shipping provider/courier to deliver my order?
We’re sorry, but because of our production process, we can’t accommodate special shipping requests.
My package was supposed to arrive today, but I have not received it yet. What should I do?
Packages are delivered by 8pm in your time zone daily. If it is not yet 8pm you can view your tracking information in your Order History under My Account. You can also contact us at any time, and we’ll be glad to assist.
What if my package was returned to sender?
If you provide the wrong address, and your order is returned to us by the mail carrier, we will reship it to you. You will need to pay a shipping and handling fee to cover the costs of reshipping. If you choose not to have us reship the order, we will refund you, but the refund will not include original shipping costs, priority processing or insurance. There will be a $5 per item restocking fee taken out of the refund as well. Sometimes these packages are refused by the manufacturer and destroyed by the postal carrier. Sometimes they end up lost in transit. In any case in which we do not receive the package back, we can provide a 50% store credit towards a new item. If you provided the correct address, we will reship the order to the same address free of charge. If you want to change the address, you will need to pay the shipping and handling fee.
Returns & Refunds
How do I cancel or modify my order?
All of our products are printed on demand, especially for each customer at the time that they order. Because of this, we can only cancel or modify orders within the first 12 hours after purchase. Please email us at info@pottershandsproject.com within the first 12 hours upon placing your order.
If you ordered the wrong size or style, please contact us within the allowed timeframe and we will be happy to help you exchange it for the right item.
Do you accept returns?
We have a 15-day return policy, which means you have 15 days after receiving your item to request a return.
We only accept return for the Pre-designed items. If you purchased 'Pre-designed' items, you are allowed to return within 15 days. Shipping will not be refunded in this case.
We do not accept returns or exchanges on clearance items. The condition of these items is not guaranteed and they may not contain original packaging.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, you can contact us at info@pottershandsproject.com. If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
My product contains a defect or is damaged. What can be done?
If the product is damaged and / or contains manufacturing defects when you receive your order, please contact us and we’ll send you a replacement free of charge.