Shipping Policy

Production time

Standard production is about 2 weeks from the moment you approve your mockup (faster turnaround available with express shipping). Production does not begin until approval, so the clock starts when you say yes, not when you first enquire.

Decoration method is stated on the quotation. Fired ceramic decoration is applied as a vitrifiable enamel and fused in a lehr; organic epoxy and ultraviolet-cured inks are surface-applied coatings and, while durable in domestic use, are subject to progressive wear and loss of density when exposed to high-alkalinity detergents and elevated temperatures in commercial warewashing, and such wear is a characteristic of the process rather than a defect. Decoration is applied not less than approximately twenty millimetres below the drinking rim and is not applied to interior surfaces. Enamels used are formulated for decoration of articles intended for contact with foodstuffs and no lead-bearing enamel is applied; goods are not lead crystal. Colour reproduction in fired ceramic decoration is determined after firing, colour is specified from a fired reference rather than from a screen or printed proof, and certain colours cannot be achieved in a fired enamel; minor variation between production runs is normal. Artwork applied to tapered or curved surfaces is compensated for the specific profile and dimensional variation in the applied image is a normal characteristic of the process. Etched and sandblasted decoration is produced by removal or fracture of surface material and is permanent; on thermally toughened glass, etch depth is deliberately restricted because the strength of such glass derives from a thin compressive surface layer, and deep engraving of toughened glass is not undertaken. Glass is a brittle material; thermally toughened glass offers improved resistance to thermal shock and impact but is not unbreakable and, on failure, fragments suddenly. Unless expressly stated on the quotation for a specific item, goods are not oven, microwave, broiler or freezer safe. Breakage in transit must be notified with photographs within the period stated in these terms.

Express turnaround

If you are working to an opening, a wedding or an event date, tell us the date when you request the quote. Express turnaround is available on most products and we will confirm in writing whether your date is achievable before you pay.

Delivery

Orders ship from the United States by ground carrier, with transit typically running 2–5 business days depending on distance. You receive tracking as soon as the shipment leaves. Expedited air service is available on request.

Addresses and split shipments

Double-check your shipping address before approval — carriers charge to redirect a shipment in transit and we pass that cost through at cost. We can split one order across multiple locations; just tell us the breakdown when you order.

Lost or damaged shipments

If tracking stalls or a carton arrives damaged, contact us with photos and we will open the carrier claim and reprint or refund the affected portion. You do not have to deal with the carrier yourself.