FAQs – Smalltown Ceramics

Q: Do you ship to all areas in the United States, including PO boxes and military addresses?
A: Yes, we ship to all U.S. states, including PO boxes and military addresses (APO/FPO/DPO).

Q: How long does it take to receive my order?
A: Processing time is 1–3 business days (Monday to Friday), and transit time is 2–4 business days. Estimated delivery time is 3–7 business days from order confirmation.

Q: What is the shipping cost?
A: Standard shipping is $7.99 per order. Shipping fees for returns depend on the reason for the return.

Q: Can I track my order?
A: Yes, after your order ships, you will receive a tracking number via email. You can use it to follow your package with the carrier.

Q: What if my shipping address is entered incorrectly?
A: Contact us immediately at support@smalltownceramics.com. We will assist in correcting the address or arranging re-shipping if necessary.

Q: Can I cancel or modify my order?
A: You can request cancellations or modifications within 24 hours of placing your order. Changes may include size, color, or shipping address.

Q: What happens if I miss the 24-hour cancellation/modification window?
A: Orders cannot be changed or canceled after 24 hours. You may still be eligible for a return once you receive your order.

Q: How do I request a return or refund?
A: Contact our support team at support@smalltownceramics.com to request a return. Returns must be authorized before shipping back.

Q: Who pays for return shipping?
A: Customers pay return shipping for change-of-mind returns. We cover the cost for defective or incorrect items.

Q: What items are eligible for return?
A: Items must be unused, in original condition, and returned within 30 days. Returns are accepted for defective products, incorrect orders, or customer remorse.

Q: Do you accept exchanges?
A: Exchanges are accepted for defective or incorrect items. Change-of-mind returns do not qualify for direct exchanges.

Q: How long does it take to process a refund?
A: Refunds are issued to the original payment method within 5–10 business days after we receive and inspect the returned item.

Q: What payment methods do you accept?
A: We currently accept PayPal. All transactions are in USD.

Q: Is my payment information secure?
A: Yes. We use SSL encryption and comply with PCI standards. While we use best practices, no online system can guarantee 100% security.

Q: What if my payment fails or is declined?
A: Check that your account has sufficient funds, that payment details are correct, and that your PayPal account is active. If the problem persists, contact support.

Q: Can I change my order after payment has been processed?
A: Changes are only possible within 24 hours. After that, you may need to process a return and place a new order.

Q: What if my item arrives damaged?
A: Contact us immediately. We will provide instructions for returning the item and ensure you receive a replacement or refund.

Q: What if my order is lost or delayed during shipping?
A: Use your tracking number to check the shipment status. If the carrier cannot locate your package, contact us for assistance.

Q: Can I return non-ceramic items or sale items?
A: Non-returnable items include damaged by customer misuse or items not eligible under our return policy. Sale items may also have restrictions. Contact support for clarification.

Q: Do you collect personal information from your customers?
A: Yes, we collect only what is necessary to process orders, provide support, and prevent fraud. Payment information is securely processed via PayPal.

Q: How do you use cookies and tracking data?
A: Cookies help us remember your cart, track usage, and improve website performance. You can disable cookies, but some site features may not work.

Q: How long do you retain my personal data?
A: Order information is retained for record-keeping and support purposes. You may request deletion by contacting us.

Q: Do you share my information with third parties?
A: We share necessary information with shipping carriers, payment processors, and third-party platforms for order fulfillment and fraud prevention. We do not sell your personal data.

Q: Who can I contact for help with returns, refunds, or other issues?
A: Email support@smalltownceramics.com or visit our office at 15875 Rankin Ave, Dunlap, TN 37327, USA. Support hours are Monday–Friday, 8:00 AM to 5:00 PM PST.

Q: Where is your local store and what are its hours?
A: Our local store is in Dunlap, TN. Hours: Tuesday 12:00–17:00, Wednesday 12:00–17:00, Thursday 12:00–17:00, Saturday 12:00–19:00. Closed Monday, Friday, and Sunday.

Q: What should I do if I have a complaint about my order or experience?
A: Contact us first at support@smalltownceramics.com. We aim to resolve all complaints promptly and fairly.