Have a question that's not answered below? You can find our amazing Care Team—Virginia, Ryan, Sarah, and Marissa at [email protected]. They'll do their very best to respond to your email within 48 hours and offer all the assistance that they're able to.
Can’t handle looking at the computer for one second more? Let’s talk on the phone! We do our best to answer the phone between 9am-5pm EST, Monday through Friday. If we’re away from the desk or with another customer, please go ahead and leave a voicemail and we’ll get back to you as soon as we’re able. Call us at 828-237-7200.
All ready to ship pottery will be sent out within 1-3 weeks of order placement. All backordered pottery will ship out within 2-4 weeks of order placement.
If your order has a mix of backordered pottery and other objects, your order will ship out together once the backordered pottery is ready. If you are hoping to get your non-pottery goodies sooner rather than later, you’ll need to place a separate order; you will not be refunded for shipping costs on a separate order.
There may be a lag in times of high order volume. If we fall a bit behind and your order is delayed, we will do our absolute best to communicate the delay with you. You can always reach out to our Customer Care team at [email protected] for more detailed information!
Yes, sure is! And it fits beautifully into home dishwashers.
We're happy to combine orders placed within 24 hours of each other, provided that we are contacted before the first order is shipped out. We provide this service to all of our customers as needed without additional shipping costs being incurred. Refunds will not be offered. Please contact our Customer Care team at [email protected] for order combination requests.
Our glazes are free of lead and other heavy metals. We fire our pots at high temperatures, which ensures that all of the glaze components are entirely encapsulated and will not leach into your food. We send our glazes to an independent, third party lab to be tested with an acid test for food safety before being sent out to customers. Similarly, we also send glazes to ensure that they are compliant with both the FDA and California’s Prop65 standards. We pass with flying colors!
Yes, our dinnerware is quite durable. A good testament to their durability is how many restaurants use our collection as their primary dinnerware. Restaurants are anything but gentle when it comes to handling their —they’re dumped into dish bins, put through commercial dishwashers. That being said, it’s pottery, and all pottery is breakable. East Fork doesn’t need to be handled differently than other pottery, but we know it’s an investment and a financial commitment to purchase and replace it, so use mindfully.
If you're feeling nervous about it, we'd recommend starting with a few smaller pieces and seeing how they fit into your daily habits.
Due to the pandemic, our factory tours are currently on-hold until we feel safe to do so!
Our Customer Care team can change your shipping address if your order has not been shipped out yet! Just send them a message at [email protected]. If you need to change the shipping address after the order has been shipped out, you will need to make an account with the carrier and change it on your end; just expect accessorial charges for an address change!
For security reasons we cannot change your billing address after an order has been placed. If you accidentally used the wrong billing address, it will not affect your order’s shipment; you would be unable to place an order if your billing address was too off-base. No need to reach out to the team!
We do not accommodate requests for expedited shipping. The hefty environmental cost of expedited shipping is something that we can actively choose not to participate in, which is why we only offer Ground Shipping at checkout. We hope you'll understand the choice to lessen our carbon footprint, but please let us know if you have any questions about this!
Screw the bubble wrap! It’s less efficient and sustainable than paper, and not nearly as reliable.
We wrap all of our orders with a recycled paper product called Geami and fill our boxes with completely recyclable Fillpak paper. Both products are either Sustainable Forestry Initiative (SFI) certified and/or made using recycled materials. Geami paper is biodegradable and 100% recyclable through your local community’s recycling program. We’ve seen a sharp decline in the amount of broken items received by customers since we made the switch to packing with Geami and Fillpak products full-time. Packing with paper is surprisingly reliable!
We primarily ship packages with UPS or USPS.
We sure do! We have access to several international shipping options, including UPS and USPS. When you reach the shipping portion of our checkout process, you will see all the available carriers listed for your order. If you do not see a carrier listed, this means that service is not available for your order at that time. APO addresses must be shipped via USPS.
All options are exact calculations of what it will cost East Fork to ship your pottery. East Fork has no control over the fees that you are charged once your pottery reaches your customs agency, or over brokerage fees charged by carriers. As such, we cannot advise as to what the exact costs will be, as they vary from country to country. The customer, not East Fork, is responsible for payment of any fees and taxes charged by customs and carriers. International shipments will take a bit longer to arrive at your door due to border and customs restrictions; you can reasonably expect your order to show up a few weeks after it leaves our facility.
The COVID-19 pandemic has massively affected international shipment transit times, so it could be closer to a month, or two, until you receive your order after it leaves our facility. If you have any specific questions about shipment time, we suggest you directly reach out to the carrier: they will have the most up-to-date information!
We are not able to lower the price. The rates at checkout are calculated based on shipping address and are quite reasonable when compared to other pottery manufacturers—given the nature of the beast, it can be pricey to ship heavy items internationally! If you would like a breakdown of your shipping costs and carrier options, please feel free to reach out to us Customer Care at [email protected].
Oh no! If you receive a broken item with your shipment, shoot an email to [email protected] within a week of delivery with a photograph of the breakage and your order number and we’ll get you taken care of.
9 out of 10 times, your package will show up within a week! Once the package has left our warehouse, the carrier is responsible for your package and delivery. We cannot be held responsible for lost or stolen packages. For issues with delivery or tracking, the easiest and fastest way to get a resolution is to reach out directly to the shipping carrier. Please visit the carrier’s website for instructions on how to make a claim. If you have any remaining questions, you can contact our Customer Care team at [email protected].
We are not offering any local pickup or delivery options at this time; we will not waive or discount the cost of shipping. In the day and age of COVID, we want to make sure we can keep our team and community as safe as possible!
Similarly, we can not accommodate phone orders from our stores at this time.
We are happy to accept returns and exchanges within 30 days of its arrival date as per your tracking information! You are responsible for shipping costs on all returns and exchanges. Please note that the responsibility for safely getting items back to us falls on you.
Please let us know why you are returning the item to us, for our records. We are unable to offer refunds or exchanges for items that are returned to us in anything less than like-new condition.
If you're worried about your packaging skills, bring your items to a trusted shipper to package for you. The cost of shipping is non-refundable. Refunds will be issued only after the items are received. Once an exchange is received, we'll issue you a store credit for the full amount of your purchase, minus the cost of shipping, to use on whatever else you'd like in the web shop. Your store credit expires after one year.
You can only use one discount code per order! Discount codes can only be used on full-price items; our sets, bundles, and Seconds Collection are already discounted so they are not eligible for any additional discounts.
If your order was placed during a sale or using an active promo code and you don’t think your order was properly discounted, we would love to take a look and help! Just shoot us a note at [email protected] with your request.
We are, unfortunately, not able to apply a discount to an order that isn’t placed during a promotion period. This means orders placed before or after a sale or promotion are not eligible for the discount.
At this time, we don’t offer any discounts for new customers. It never hurts to ask so we appreciate you checking in!
We recommend double checking to make sure you’ve entered the code correctly and that the discount code hasn’t expired! Not all of our items are eligible for discounts so make sure you’re using a discount code that works on the pieces you want to snag: sets, bundles, and Seconds aren’t eligible for discounts. If you’re still having trouble, send us a message at [email protected] and our Customer Care team will help you out.
You’ll only receive a discount code if you include a photo in the review, as noted in the review form. Once you’ve completed the review with a photo, you’ll receive an email that includes the code and the expiration date! Our messages do occasionally go into spam folders so check there if you’re not seeing the discount in your primary inbox.
We do not extend discounts; our discount codes and sales are only valid for orders placed during the stated promotional period.