Shipping & Returns
Every Petware Pottery bowl is made or finished, inspected, and packed with care in our Denver, Colorado studio. Because ceramics are both heavy and fragile, we take a little extra time to make sure your order is well protected for its trip to you.
Below you’ll find everything you need to know about shipping, production times, returns, exchanges, and what to do if something doesn’t arrive quite as planned.
Shipping
Shipping is typically included in the price of our bowls within the contiguous U.S. (the lower 48 states). Orders are generally shipped via UPS Ground or USPS Ground Advantage, depending on the size, weight, and destination of the package. For Alaska, Hawaii, and international orders, shipping is calculated at checkout based on your order and destination.
Once your order leaves our studio, you’ll receive an email with tracking information so you can follow it on its way to you.
Ready to Ship Orders
Ready to Ship bowls are already made, finished, and in stock in our Denver studio, which means there is no production wait.
Ready to Ship orders typically leave our studio within 3–5 business days.
If you need a bowl by a particular date, Ready to Ship is always your best option.
Made to Order
Made to Order bowls are created especially for you in the design, size, and color you choose.
Because each piece goes through the full handmade pottery process—from forming and drying to decorating, glazing, firing, and final inspection—please allow approximately 4–6 weeks before your order is ready to ship.
Handmade pottery takes time, and we never want to rush the process at the expense of the finished piece.
Need something sooner? Our Ready to Ship collection includes bowls that are already made and waiting to head your way.
International Shipping
We do not typically ship internationally. If we are shipping internationally to a select destination:
International customers are responsible for any applicable duties, taxes, customs fees, brokerage fees, or import charges assessed by the destination country. These charges are not included in Petware Pottery’s shipping rates and, when applicable, are the responsibility of the recipient.
Transit times for international orders may also vary due to customs processing.
Returns & Exchanges
We want you to love your Petware Pottery bowl. Because our products are handmade ceramics—and because Made to Order and personalized pieces are created specifically for an individual customer—our return policies vary slightly depending on what you purchase.
Ready to Ship Returns
Unused Ready to Ship items may be returned within 14 days of delivery for a refund or exchange.
Returned items must be:
- Unused
- Unwashed
- Undamaged
- Returned in their original condition
Customers are responsible for return shipping costs, and original shipping charges are non-refundable.
Please contact us before sending a return so we can provide the appropriate instructions.
Because ceramic is fragile, returned pieces must be packed carefully. We are unable to issue a refund for merchandise that is damaged during return shipping due to inadequate packaging.
Once your return has been received and inspected, we’ll process the appropriate refund or exchange.
Made to Order Returns
Made to Order bowls are created specifically after your order is placed, so they are handled a little differently.
Unused, non-personalized Made to Order bowls may be returned within 14 days of delivery for an exchange or store credit.
Made to Order purchases are not eligible for refunds to the original form of payment.
Customers are responsible for return shipping costs, and items must be returned unused, unwashed, undamaged, and in their original condition.
Personalized & Custom Orders
Bowls personalized with a pet’s name or otherwise made specifically to a customer’s custom request are final sale and cannot be returned or exchanged.
Of course, if we make an error or your bowl arrives damaged, that’s different—we’ll take care of it.
If Your Bowl Arrives Damaged
Oh No—My Bowl Arrived Broken!
Ceramics and shipping don’t always get along, no matter how carefully we pack.
We pack every order with extra care so your pottery has the best possible chance of arriving safely. Each bowl is individually wrapped and cushioned, with plenty of protective material to keep it secure in transit. Ceramics can be fragile, but we’ve shipped Petware bowls all over the country and take packing very seriously.
However, if your order arrives chipped, cracked, broken, or otherwise damaged in transit, please contact us within 7 days of delivery.
Please include:
- Your order number
- A clear photo of the damaged item
- A photo of the shipping box
- Photos of the interior packaging, if possible
Please hold onto the damaged bowl, box, and packaging until you hear from us, as the shipping carrier may require additional documentation.
Once we have the information we need, we’ll take care of you. Whenever possible, we’ll replace the damaged piece at no cost. If the exact bowl is no longer available, we’ll work with you on an appropriate replacement, store credit, or refund.
If we accidentally send you the wrong item or there is a genuine manufacturing defect, please contact us and we’ll make it right.
A Note About Handmade Pottery
Every Petware Pottery bowl is made and decorated by hand, which means no two pieces will ever be exactly alike.
Small variations in glaze, color, brushwork, shape, texture, pattern placement, or finish are a natural part of the handmade process. Glazes can also behave a little differently from one kiln firing to another.
We don’t consider these subtle differences defects—they’re part of what gives handmade pottery its character and makes each piece uniquely yours.
We do our best to photograph our products as accurately as possible, but colors may also appear slightly different depending on your screen or device.
Seconds & Final Sale Items
Items clearly marked Seconds or Final Sale cannot be returned or exchanged.
Seconds may have small cosmetic imperfections or variations that do not affect the function of the bowl. These pieces are offered at a reduced price because they didn’t quite meet our standards for first-quality pottery—but they’re still perfectly functional and deserving of a good home.
Any item specifically identified as Final Sale is not eligible for a return, refund, or exchange unless it arrives damaged or the incorrect item was sent.
Order Changes & Cancellations
If you need to make a change to your order, please contact us as soon as possible.
Ready to Ship Orders
Ready to Ship orders can move into fulfillment quickly, so we cannot guarantee that changes or cancellations can be made once processing has begun.
Made to Order Orders
Changes or cancellations to Made to Order purchases must be requested within 24 hours of placing the order.
Once production has begun, we may no longer be able to change the size, color, design, or other details of your order, or cancel it altogether.
Personalized items cannot be changed or canceled once personalization has begun.
Still Have a Question?
We’re a small business, and there are real people on the other side of your order. If you’re unsure about sizing, production time, returns, or anything else before ordering, please reach out.
We’re always happy to help.