Store Policies

Welcome to Pigeon Toe’s fine print section. We are a small operation dedicated to your satisfaction with our work. We hope that you love your purchase and that the entire process is a smooth one.  We do our very best to produce consistent work. However, as each piece is made by hand there will be naturally occurring variations in each piece – making each and every one a unique treasure.

SHIPPING

We ship throughout the week but do the bulk of our shipping on Mondays. For in-stock items, shipping happens 1-2 days after payment with few exceptions. Made-to-order items (ceramics) ship out as quickly as we can make them — we say within 3 weeks to be safe. You will receive notification with a tracking number when your order ships.

Locally, studio pickup is available. Please select that option on the shipping page at checkout and we will send you an email when your order is ready to be picked up at our studio. We will hold purchased product in our studio for 30 days before we consider it abandoned. Abandoned merchandise is subject to a 25% restocking fee. There will be no refunds on made to order ceramics unclaimed after 30 days.

DOMESTIC SHIPPING

We ship Postal Mail for textiles, and UPS Ground for all other domestic orders. Ground delivery service takes 1-5 business days. Every package is insured for full value. We regret we are unable to ship to PO Boxes or APO addresses. Pigeon Toe  is not liable for lost or stolen packages. Pigeon Toe will not be held responsible for additional shipping charges incurred if packages are returned to our store due to customer absence, errors in shipping addresses or package refusal. If you refuse any shipments from Pigeon Toe, you remain responsible for all original shipping charges, and the cost of returning the package to us. We will subtract this amount from your merchandise credit, if any.

INTERNATIONAL SHIPPING

International orders are shipped via Postal Mail and insured for full value. Orders can take anywhere from 1-3 weeks for delivery 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, and you will be responsible for paying all additional charges for customs clearance. You should contact your local customs office for further information. We cannot mark merchandise shipped overseas as a gift or otherwise lie about the product’s value to skirt or reduce customs fees.

For items shipped outside of the United States, you accept the risk of loss and title for that merchandise upon our delivery of your package to the carrier. Pigeon Toe is not liable for lost or stolen packages and releases responsibility upon transfer of order to the shipping carrier. Pigeon Toe will not be held responsible for additional shipping charges incurred if packages are returned to our store due to customer absence, errors in shipping addresses or package refusal. If you refuse any shipments from Pigeon Toe, you remain responsible for all original shipping charges, duties, taxes, customs incurred on the package (original and return shipments) and the cost of returning the package to us. We will subtract this amount from your merchandise credit, if any.

RETURNS AND EXCHANGES

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. All sales are final on seconds, custom designed or custom glazed work, and sale items.

Customers must email us within the return window to receive a return authorization before shipping back. Items received without an RA will be refused and returned to sender. Buyer is responsible for return shipping to our studio. Pigeon Toe is not liable for merchandise lost or broken in transit to us.

HOW TO MAKE A RETURN OR EXCHANGE

Customers that would like to return or exchange goods must request a Return Authorization by emailing returns@pigeontoeceramics.com 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. You will receive a confirmation email when your return is successfully processed.

DAMAGED OR DEFECTIVE PRODUCTS

Sometimes, despite our best efforts, product arrives damaged or broken. Should this happen to you, please notify our Shipping Dept via email within 48 hours of receipt along with a photo of the issue. We’ll file a claim with the shipping company + arrange sending a replacement as soon as possible.

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.

CANCELLATIONS

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.

QUANTITY DISCOUNTS & CUSTOMIZATION

We’re often asked if we offer discounts for buying large amounts of product at once– we do and would love to be part of your special celebration! Please email us prior to purchase to arrange your discount and discuss fulfillment deadlines & shipping costs. We offer tiered discounts off retail prices for orders over $1000 that meet our quantity minimums. Please budget a minimum of 5 weeks from order to delivery, and 8 weeks around the holidays. Orders of this size are shipped UPS only and insured for their full value.

We are unable to provide personalization of our work at this time.

WHOLESALE + TO THE TRADE

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.

We’re always on the lookout for new retail partners – wholesale purchases are available to qualifying resellers with a minimum order of $500 opening, $300 reorder. More information can be found here. We do not offer our work on consignment or drop ship.

ADDITIONAL INFO

Learn about recommended ceramic care and our operational policies here.

Any questions? Write to us. We’re very quick at responding.