CARE & HANDLING / SHIPPING

Check out our most frequently asked questions here. If you still need help please contact us at handmade@mmclay.com

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Almost all items are made to order. While we do hold limited stock in the studio, our typical lead time for your order is 6-8 weeks. We are a very small production studio; please know that we are working as hard as we can to make sure you get your pottery as soon as we can get it to you. We will do our best to update you during the process and thank you for your patience...we are strong believers in the idea that good things come to those that wait. 

We ship all of our products within the Continental United States from our studio in San Francisco, CA. Your order should arrive to you within 2-8 business days from the day it ships depending on your proximity to our studio. Tracking info will be sent to your email as soon as it leaves our studio. We take great pride in shipping each order with the most recyclable and eco-friendly materials possible. 

  • MMclay is not responsible for lost or stolen packages 
  • MMClay is not responsible for returned packages due to customer absence, errors in shipping addresses or package refusal
  • Additional shipping charges will be applied for reshipped packages
  • If you require faster delivery (3–4 weeks) please email us at: shipping@mmclay.com  and we will do our best to accommodate your request
  • If expedited shipping is required you will be responsible for an additional shipping fee applied to your order
  • We do not ship to PO Boxes – a street address is required for shipping
  • MMclay is not responsible for lost or stolen packages

SHIPPING

If your order arrives damaged in shipment please do the following to initiate a replacement:

  • within 5 days of reception please email a photo of both the item and packaging to: shipping@mmclay.com (try to capture the details of the damage) 
  • include your name and order number in the email 
  • keep the item and the packaging until notified

We will handle the claim and send a replacement to you free of charge as soon as possible.

If you’d like your order to arrive by any major US holidays (especially Thanksgiving, Hanukkah, and Christmas), we advise that you place your order a minimum of 10 weeks ahead. While most orders will take 8 weeks or less, ceramic production is a lengthy process with a large margin for error. Even with our expert staff working on your order, mistakes happen.

We ship anywhere in the world. We do, however, limit this website to process orders for the US, Canada and select countries in Europe only, using real time rates for package shipping. If you would like to place an order which includes shipping outside our allowed areas, or are interested in crate shipping, please email shipping@mmclay.com  

International shipments take 1-3 weeks, depending on the speed of your local post and customs office. Please note that your order may be subject to import duties and taxes, which are levied once a shipment reaches your country. You will be responsible for paying all additional charges for customs clearance. You should contact your local customs office prior to ordering for further information as every country is different.

When International shipping is selected, please note that international laws, customs regulations, and current events may effect international shipping rates. Because of this additional shipping charges may be applied prior to shipping your order.

RETURN + EXCHANGE + PICK UP POLICIES

It is important to us that our customers are happy with our products. Because we make each piece to order we regret we cannot offer refunds, however, store credit can be issued. If you are not satisfied with your purchase we will work to find you a perfect replacement. Because of the difficulty of shipping fragile items all returns must be in person, at one of our San Francisco locations (either to the MMclay Showroom or the Airstream.) If your item was shipped to you and you are unhappy with the product please contact us at handmade@mmclay.com and we can discuss solutions.

To be eligible for an exchange, your item must be returned to us undamaged, and in the same condition it was received. Items must be returned within 30 days of receipt of goods to be issued an exchange or store credit. 

Rest assured that we would never send anything to you that is not what we consider to be a beautiful piece. There is variation in the glazes and those variations are to be embraced and enjoyed. If you have specific requests around particular glazes, we will do our best to accommodate, but offer no promises. Those beautiful flames that steadily run through the kiln keeps the outcome (at times) completely out of our hard working hands....the most wonderful thing about our work. 

To note:

  • We accept returns for exchange or store credit within 30 days of reception
  • Shipping charges are non refundable
  • We do not accept returns on custom orders and gift certificates. These items are all final sale, non-returnable, and non-refundable.

All orders must be picked up from the MMclay Showroom or Airstream upon completion. Our associates will email you with the location and available times for pickup. Orders must be picked up within 30 days of their completion date. If you’d like to arrange a delayed pickup date, please email us at both studio@mmclay.com and handmade@mmclay.com. Any orders that are left for more than 6 months will be considered abandoned and placed for retail sale at the MMclay Airstream. You will not receive a refund if your order is abandoned.

CARING FOR YOUR CERAMICS

All pottery must be utilized and enjoyed and is by no means meant to collect dust on your shelves. Enjoy them everyday from your morning coffee to your late night snack. They will deliver beauty and nourish you. Like good friends, as long as you treat them nicely, they will be there for you… just don’t drop them. 

Our ceramics are handcrafted from durable, high quality stoneware. Our glazes are food safe and lead free. And yes, you can put them in the dishwasher and the microwave. Although all of our pieces are dishwasher safe, hand washing will prolong the life cycle of your pottery. Stubborn stains and metal marks from silverware (though not common) can be easily removed with baking soda mixed with a bit of warm water. Mr. Clean’s Magic Eraser has also proven to be...well...magic.  Do not expose the wares to dramatic shifts in temperature – e.g. do not put hot from the oven pieces into the refrigerator or from the freezer into a hot oven - allow for gradual change in temperature. Never place over an open flame.