HAPPY FALL! 20% OFF 2 OR MORE FALL PIECES - Sept 21-27 (12AM-12AM EST)
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Shipping & Delivery

Many of our pieces are made-to-order or custom, therefore we ask for at least 2 weeks to process, create, and ship your order.  Some products may take up to 6 weeks.  Shipments are processed and sent by USPS (US Postal Service).  Once your item has been shipped and left our studio, we no longer assume responsibility for that item.  You will recieve a confirmation email at time of shipping with a tracking number.  We insure all shipments; if you recieve broken or damaged product, we will file a claim with the mail carrier for you.  Please call the studio at (616)682-0730 or email at info@heatherlanepottery.com for further instructions for broken or damaged product. Please note that some of our products are oversized and require extra care to pack. These items are excluded from any free shipping deals or specials.   If you are concerned with the possibility of your package being stolen we can include a "signature required" service for your package.  Please let us know on in "special instructions" section on the item you are ordering if you would like this service. 

Privacy & Security

We have taken many precautions to ensure that shopping at heatherlanepottery.com is safe and secure. We use the industry-standard SSL protocol (Secure Sockets Layer) to ensure that all credit card transactions are secure. The SSL system encrypts information that you submit to us via our website when you place an order. Encryption makes it extremely difficult for anyone to intercept information about you, your order, or your credit card information.

If you place an order through heatherlanepottery.com, we will ask you for your name, e-mail address, billing and shipping address, phone number and credit card information. We use this information to process and fulfill your order and to notify you of your order status. All archived credit card information is maintained in a secure and safe environment. Phone numbers and e-mail addresses are only used to contact you regarding your order, unless you request to receive our e-mail newsletter updates.

Returns Policy

Due to the hand-crafted nature of our products, minor variations are to be expected. Your payment is processed at the time of order, for any cancelation or return requests please call the studio at (616)682-0730 or toll free at (877)464-8370. Returns of in-stock items will be refunded within 30 days from date of purchase, receipt required.  Any items must be returned to us in original condition.  A restocking fee may be required for a cancelation or return. We insure all outbound shipments and require insurance on returned goods. Return shipping charges are not refundable.

Custom, personalized, or made-to-order items are not eligible for return.

 

Damaged or Lost Items

First things first, please take advantage of the tracking information we will email you with every package from USPS and be aware of when your package will be delivered. Also once you receive your package, PLEASE open it IMMEDIATELY and contact us ASAP so we may resolve your issue as soon as possible.

My item has been broken in the mail

- We insure all of our packages with USPS. In the event you receive your package and the contents are broken please CONTACT US IMMEDIATELY. We must file a claim within 60 days of mailing. - Take photos of your package and its contents. We will need these to start a claim. Please email them to info@heatherlanepottery.com .  Once we have received the photos, we will be able to replace your order.

My package is missing

- With each order we mail, we will send you a tracking number.  With this you can follow your package each step of the way and when it will be delivered. 

1.) Check the tracking number here https://tools.usps.com/go/TrackConfirmAction!input.action to find out when and where your package was delivered, or, possibly if it has not been delivered yet.

2.) Check your local post office.  Sometimes a package may end up back there for a variety of reasons.

3.) Next check https://missingmail.usps.com/#/ To start the search, you will need both the senders and receivers mailing address. USPS will also need the size and type of envelope or box used to ship, mailing date and tracking number. Description of the contents will help identify the missing mail.

If your package has been determined as delivered we won’t be able to file a claim with them because USPS fulfilled their end of the bargain.

My package was stolen

Who can I report a stolen package to? You can file a complaint with U.S. Postal Inspector. USPS has a police force that investigates mail theft. You can also file a police report with your local city or county.

What does a report do for me? If you paid for third party package insurance, or your homeowner’s insurance covers it, they will require one of these reports to file a claim.

If you are concerned with the possibility of your package being stolen we can include a "signature required" service for your package.  Please let us know on in "special instructions" section on the item you are ordering if you would like this service.

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