FREQUENTLY ASKED QUESTIONS
COMMON QUESTIONS
Do you make everything?
All my ceramics are designed, hand made, glazed and finished by myself. Due to the nature of hand made and small batching firings, there will be slight imperfections and markings that make each piece unique. The love and energy that I put into my work is intended to connect with you in a personal way.
Are your products dishwasher, microwave and food safe?
Yes, they are! But to ensure the longest life of these products, a little bit about caring for handmade ceramics. Just like taking an expensive, delicate item of clothing to the dry cleaners, handmade ceramics should be hand washed. The biggest enemy to glaze durability is first soap, then water, and abrasion through scraping or stacking. Glaze chemists have studied how the power of water and chemical soaps during one dishwashing cycle is multiple times that of hand washing. It makes sense. With prolonged use, most pottery will dull or get stained over time, so tableware should be rinsed clean soon after use. Soaking in vinegar also helps combat stains.
How does your online shop work?
My online shop is open, unless I am away on travel, which does happen throughout the year. When I am away, there will be a notice on my Shop page indicating the time my shop will be “closed” until I return. I will also post on the home page and in newsletters when shop updates are coming up.
Are all the products on the Collections pages available for sale?
Not always unfortunately. The Collection pages show the evolution of a series, which can span a few years. There may be one-offs or experimental pieces on the Collections page, but what ends up being available for sale in my web shop are tried-and-true pieces that have sold well.
Am I getting the item on the photo when I place an order for it?
The beauty of hand made items is that it will always have slight differences and unique markings. I will only sell items online that represent the photo accurately, but please be open to some degree of variance. Photos will be updated if the look changes.
What if my item(s) received are damaged or broken?
This rarely happens, but if your order arrives broken or damaged, please make sure to photograph the item and the packaging. Please keep all the original boxes, packaging material and damaged item(s) until the claim process is completed. Every piece is insured against damage by the postal carriers. Please email me at suzannewangceramics@gmail.com, within (7) days of receiving damaged goods, and after determining the cause a refund or exchange will be given.
For commissions, custom and wholesale inquiries, read this page.
SHIPPING
My eyes and hands will be on everything, so you can always email me at suzannewangceramics@gmail.com. I try to re-use packing materials as much as possible, using newspapers and recycled styrofoam/bubble wrap, so please excuse the not-so-pretty packaging that you may receive. Let’s try to reduce our carbon footprint in as many little or big ways as we can!
Given that I am a one-woman show, please be patient, and I promise I will do my best to address your concerns. Due to living on a tropical island, sometimes there could be delays in shipping due to weather conditions and being in a rural location.
LOCAL
Local pick-up is available at my Big Island studio, which is 15 miles just north of Hilo. Please enter the promo code "LOCAL PICKUP" at checkout, and email me to make an appointment. When your order is ready, you'll receive an email with pickup instructions and driving directions. Due to COVID safety precautions, I am not doing studio tours at this time, but am happy to meet you outside my studio with your order. Please wear a mask, and feel free to use the hand sanitizer we have available.
DOMESTIC
US shipping is through the USPS unless otherwise noted. Please allow up to 5-7 business days for packing and delivery.
Currently I try to only ship USPS Priority Mail, due to the rural location in which I live. Packages are shipped 5-7 business days within your order, once weekly on Thursdays. Packing ceramics is very time consuming, and I need to consolidate my time so I can focus on packing your products safely and efficiently. If you need your package to arrive faster, please contact me at suzannewangceramics@gmail.com so I can coordinate and calculate an express shipping option for you. If you order multiple items and shipping has been over calculated, I will refund you the difference. Let us know if you need a rush delivery, and I can work with you to make it happen.
If your order is lost or stolen upon delivery, please contact USPS directly.
INTERNATIONAL
For international orders, a $5 handling/insurance fee will be added to your order. We offer international shipping, through the most cost-effective provider. Please contact me with your name and address at suzannewangceramics@gmail.com so I can give you an estimated cost of shipping.
RETURNS
I want you to be happy with your purchase, but for any reason you decide to return a purchase, please contact me at suzannewangceramics@gmail.com to let me know and return the item(s) within 14 days. Items must be returned in its original unused condition. I will honor exchanges or returns provided that you pay for the return shipping costs, and it arrives back undamaged. Please be careful when you repack ceramics and there is no movement inside the box and there is at least 1” of packing material between the wrapped item and box, or more if the item(s) is over 5 lbs. in weight.
GIFTS
At the time of purchase, please let me know if it is a gift, so I can include a note if you would like. There will be a checkbox with a form for you to fill out during the ordering process. Please make sure to put your recipient’s address into the “Shipping Address” section.
Can I purchase a gift certificate?
Yes! Under the Shop page there is an option to purchase this. Please fill out the requested information, and upon payment the gift certificate code will be emailed to the recipient. These are good for (1) one year. If the receiver does not have email, I am happy to send a physical copy in the mail.
CONTACT US
We do not have a shop phone, but are usually very quick to respond to emails!
Say hey at suzannewangceramics@gmail.com