FAQ

Bite-sized answers to our most frequently asked questions:

[more detailed information on all of these topics and more can be found on our Store Policies page]

When will I receive my order?
I’ve changed my mind, can I cancel my order?
My order arrived damaged, what do I do?
I’m not happy with what I purchased, what are my options?
I didn’t receive an emailed receipt/order confirmation – did my order go through?
Do you offer discounts for buying multiple pieces?
I’m an architect or designer, do you offer trade discounts?
Do you offer custom designed products?
How do I create a registry for my wedding?
Can I put your ceramics in the microwave/freezer/oven/dishwasher?
How do I best clean marks & stains off of your ceramics?
I’m having trouble assembling my string lights, how do I make them work?
What glaze colors do you offer?
How do I include a gift message with my order?

When will I receive my order?

Our ceramics are made the old-fashioned way, individually on the wheel by hand, and are made-to-order especially for you. We say 3 weeks from order date to ship date just to be safe (sometimes, we’re working on many orders at once and that can slow us down), but we’re a pretty speedy bunch and more often than not we’ll get work complete in 1-2 weeks.

I’ve changed my mind, can I cancel my order?

Since our pottery is custom made to order and will enter into production quickly after order receipt, orders can only be canceled within 24 hours of purchase – please email customer service.

My order arrived damaged, what do I do?

There’s nothing sadder than a broken pot. Should a piece arrive damaged, please email us a photo along with the name the order was placed under within 48 hours of receiving the package. We’ll handle the claim with the shipping service, and happily make you a new item,  or issue you store credit – whatever turns that frown upside down, as they say.

I’m not happy with what I purchased, what are my options?

RETURNS+EXCHANGES :: We’re sorry to hear that you don’t like what you purchased from us (our work or otherwise). We accept returns for exchange or store credit within 7 days from receipt of goods. We do not issue refunds. All product must be unused (resalable) with all original tags + packaging to be eligible for return. Shipping charges are non-refundable and buyer is responsible for return shipping to our studio. All sales are final on seconds, custom designed or custom glazed work, and sale items.

Customers that would like to return or exchange goods must request a Return Authorization by emailing our returns department within 7 days of receipt of goods. We will respond within 2 business days with a RA number if your order qualifies for a return. Write this number on the exterior of the box, fill out the form included in your original shipment + enclose in the box back to us. Authorized returns must be postmarked within 7 days of RA issue.

Merchandise returned without authorization or outside the return window will be refused and/or returned at customer expense. Items that arrive damaged, without original packaging or previously used will void the RA, so take care in repackaging and use a trusted shipping carrier.  Pigeon Toe is not liable for merchandise lost or broken in transit to us. You will receive a confirmation email when your return is successfully processed.

DEFECTS ::  Every piece is inspected for flaws before leaving our studio, but we are only human. In the event of a defective item,  notify us with a description of the issue – we’ll diagnose the problem and can ship a replacement or issue store credit (your choice) upon determination of a defect. Shipping for defective or damaged items is free. Please note, All products are handcrafted. There may be slight variation in color, texture, finish + size. These are not considered flaws.

 

I didn’t receive an emailed receipt/order confirmation – did my order go through?

Uh oh! It’s the unsolved mystery of our internet life that at seemingly random and very intermittent times our e-commerce system glitches and doesn’t process an order properly. If you did not receive an email from us shortly after placing an order – we did NOT receive it. Please email us and we’ll make sure your card wasn’t charged, and we will happily process the order for you manually, or welcome a reattempt on our site using a credit card.

Do you offer discounts for buying multiple pieces?

We offer tiered discounts off retail prices for orders over $1000 that meet our quantity minimums per design. Please budget a minimum of 5 weeks from order to delivery, and 8 weeks around the holidays. Please email us prior to purchase to arrange your discount and discuss fulfillment deadlines & shipping costs.

We regret we cannot offer discounts below our stated minimum. Due to the handmade nature of our production, product does not get less expensive to make with higher volume (unlike most manufacturing methods) and being a small studio, our profit margins are much slimmer than bigger companies who have their work produced overseas.

I’m an architect or designer, do you offer trade discounts?

If you are an interior designer, architect, or member of the hospitality industry, we offer tiered trade discounts between 10 and 25 percent off on our line based on order total. Click here to download more information.

Do you offer custom designed products?

When our schedule allows we welcome special projects —  please email Lisa directly to discuss your project. We are not currently interested in any private-label manufacturing projects (Meaning, if you have a preexisting design that you simply want to realize in ceramic we’re not the right company to approach. If you’re building a house or restaurant,  love our style and want to hire us to design and fabricate for your space – by all means email!).

How do I create a registry for my wedding?

Fill out this handy form, Email it to us and we will set one up for you.  If you live in Portland you can even meet with us in person to do it together. We can fill you in our our fulfillment policy with registries when you contact us.

Can I put your ceramics in the microwave/freezer/oven/dishwasher?

We’ve personally road-tested our work in all of these scenarios and this is what we’ve learned:

-Porcelain is a highly conductive material, so be very cautious when removing from an oven or microwave as it will be very hot to the touch.

-Do not expose the wares to extreme and sudden fluctuation in temperature. If you use it in the oven, place the bowl in there during preheat so it is gradually warmed (and don’t take it above 400 degrees), and start with the fridge before you graduate to the freezer.

-The dishwasher is a-ok but we all agree hand washing is a more prudent option. Even unglazed porcelain is water-tight, but prolonged soaking in water when unglazed is not a good idea if you’re into long-term durability.

How do I best clean marks & stains off of your ceramics?

Dirt and stains on unglazed surfaces can be removed with a scrub brush and a bit of baking soda mixed with water. Metal marks from silverware (due to the ceramic being harder than the metal) can be easily removed with  Bar Keeper’s Friend.

I’m having trouble assembling my string lights, how do I make them work?

The most common mistake when following our enclosed instructions that results in the lights not turning on is placing the rubber gasket on the socket incorrectly. If the gasket is placed between the socket (what the light bulb screws into) and the bulb (it will be resting on the bulb in this scenario), the lightbulb is blocked from screwing in all the way and can’t make contact with the metal inside to give it power. The gaskets need to be stretched completely over the green plastic socket (just over the flare will do), keeping the ceramic shades elevated away from the lightbulbs (their intended purpose) + not touching the bulbs themselves, either. Occasionally we’ll get a bum light strand from the manufacturer, so if you’ve tried our suggestions above, and tested the strand with just the bulb screwed into the socket to no avail, email us and we’ll ship another string of lights out right away.

What glaze colors do you offer?

View all of our glaze color choices here. These colors are available for any item with an colored glazed interior. We cannot glaze the exterior of our items with colored glazes.

How do I include a gift message with my order?

Email our shipping department with your short gift message, and we’ll include a gift card with your purchase and leave out the invoice copy. We regret we cannot gift wrap due to the packaging needs of our items, but we promise we make all of our shipments look quite presentable.