Shipping / Insurance

ORDER PROCESSING AND LEAD TIMES
All orders ship from our United States warehouses. Our standard lead time for most items is 3-4 business days from when your order is placed to when it is handed off to the shipping company. Rubber stamps require 4-7 business days from artwork approval, while other specialty items may have specific lead times noted on their product pages. Please note that orders placed after 11:00 AM EST will begin processing the next business day due to our warehouse and shipping schedules. This timing is particularly important to consider when selecting expedited shipping options.

SHIPPING PROTECTION AND DELAYS
We take responsibility for shipping your order correctly, but not for its time with the carrier or after delivery to your address. We provide shipping protection (insurance) for all purchases to ensure a smooth experience if issues arise. This protection enables fast and easy replacements for packages that are lost, damaged, have missing items, misdelivered, or stolen. The protection is automatically included at checkout, and you must actively decline it if you don't want this coverage. Please understand that if you choose to decline shipping protection, we cannot provide replacement products or additional package tracking assistance. All shipping protection fees go directly to our insurance provider to maintain this service. 

If your tracking shows 'Pre-Shipment Label Created' for more than 48 hours, this means the carrier has picked up the item but it is not scanning in their system. While 99.9% of these packages are delivered successfully, delivery may take up to 3 weeks. We can only access the same tracking information you see online - we do not have additional carrier information. After 14 days, you are eligible to file a Shipping Protection claim through the process below, or contact the carrier for a claim.

To file a Shipping Protection claim (for lost/stolen packages, packages showing no movement, missing or damaged items), please visit Shiptection and use the chat feature in the lower right corner. You can choose between a refund or replacement. We cannot file claims on your behalf.

DAMAGED OR MISSING ITEMS
If you discover missing items or receive damaged goods, please email us within 48 hours of delivery. If you have shipping protection and need to file a claim for damaged items, you'll need to provide photos of the damaged items and packaging to the insurance provider. For delicate pieces, particularly ceramics from artists like Morgan Peck, Yuta Segawa, and Grandmont Street, we strongly recommend keeping the shipping protection at checkout. 

SHIPPING PROCESS
Since we operate from two different warehouses, your items may arrive in separate boxes, delivered by either UPS or USPS at our discretion. If you have a carrier preference, please note this in the checkout comments during payment, as we cannot modify shipping methods after processing begins. It's crucial to verify your billing and shipping information carefully when placing your order, as we cannot redirect packages once processing has started.

DELIVERY TIMING
Delivery time calculations begin from when your order is processed and shipped, not when it's placed. Standard items process within 3-4 business days, while rubber stamps require 4-7 business days from artwork approval. For items with special lead times, please check the product page. Please note that orders placed after 11:00 AM EST will begin processing the next business day due to our warehouse and shipping schedules. Please remember that transit times do not include weekends or holidays.

SPECIAL ORDER AND PREORDERS
For orders containing both in-stock and pre-order items, all items will ship together once pre-order items become available. We offer pre-orders as a way to reserve limited inventory from our small-batch collections. If you would like to receive in-stock items immediately, please place a separate order for these items.

INTERNATIONAL SHIPPING
For our international customers, please note that all international orders are considered Final Sale and non-returnable. Import duties and customs policies vary by country, and we cannot control or estimate these fees. Customs delays may occur, and any additional charges must be paid by the recipient. If you choose to refuse delivery of a package due to customs fees we will not refund your initial payment for merchandise or shipping. We are required by law to declare the full retail value of items on the package and cannot mark orders as gifts. For specific information about customs fees and procedures in your area, please contact your local customs office.