Frequently Asked Questions (FAQs)
How do I make a purchase on your site?
If you’d like to purchase something click the “add to cart” button under the item description. When you are ready to check out, click on the cart icon at the top right corner of the screen. The cart system will walk you through the rest of the process. If you have any questions during the process, contact us at carole@firesongpottery.com.
What forms of payment do you accept?
We accept Visa, MasterCard, Maestro, American Express, JCB, Discover, Diners Club, Union Pay, Google Pay, Apple Pay, and Paypal on our website. If you prefer to pay by check or money order, please contact us and we will try to accommodate this.
The items I put in my cart are no longer there. What happened?
Each of our items is one-of-a-kind. To prevent items from being forgotten for days, or forever, carts on our website automatically reset after 2 hours.
Is it possible to change, or cancel, an order?
If you wish to change, or cancel an order, contact us as soon as you can at carole@firesongpottery.com and we will attempt to accommodate your request. Please note that some orders are shipped the day they are placed, and it may not always be possible to cancel or change your order.
How will my order be shipped?
We ship all orders to U.S. States, Territories, and to Canada using USPS Priority Mail. In the case of Canadian Orders, packages will be transferred from USPS to Canada Post for final delivery. For other international orders, please contact us and we will look into shipping options and prices for your country.
How long will it take to receive my order?
Currently packages are delivered from our store between 6-10 business days after customers place orders. Please allow additional time for shipments outside of the US. Once an item ships, you will be provided with a USPS tracking number so that you can follow its progress.
Do you offer expedited shipping?
We generally only ship USPS Priority Mail. However, if you need faster service, please contact us at carole@firesongpottery.com and we will look into the options for expedited shipping. Please note, that the difference in cost for expedited shipping would be passed on to you.
Do you ship to addresses outside the United States?
Our checkout is currently set up for shipping to the U.S. States and Territories, and to Canada. But we can make arrangements to ship to other locations. Please contact us at carole@firesongpottery.com and we will find the most economical way to ship your order to you, and be in touch to finalize your order.
Is it possible to return items if I am not satisfied with my order?
We want you to enjoy any piece that you purchase from us, and will accept returns of unused items if you are not satisfied. The following is the return procedure:
Contact us at carole@firesongpottery.com within 48 hours of your receipt of the items(s) (after 48 hours, consideration of returns will be on a case-by-case basis).
We will email you a USPS mailing label to print so that you can return the item to us free of charge.
Ship the item back to us within two weeks using the original packing materials.
Once the item is received by us, we will process a refund within 2 business days.
Please note that once the refund is processed by us, it may take a few more days for the purchase amount to be credited to your account.
What should I do if an item I ordered is damaged in the mail?
We do our best to package items securely. However, accidents can occur. In the event of an item being damaged during shipping, we will issue a refund. The following is the refund procedure:
Contact us at carole@firesongpottery.com within 48 hours of receipt of the package (after 48 hours, consideration of refunds will be on a case-by-case basis).
Send us an email briefly describing the damage to the piece(s), as well as any damage to the shipping container.
Include photographs that detail the damage to the piece(s), as well as any damage to the shipping container.
We will process a refund for the damaged items within 2 business days.
Please note that once a refund is processed by us, it may take a few more days for the purchase amount to be credited to your account.
Policies
Privacy and Security policy:
The of “cookies” on our website:
We use cookies on our site to improve the browsing experience of our customers on our site as well as the products and services that we provide. We will never use this information to identify you. The information collected includes information about your web browser, IP address, time zone, and some of the cookies that are installed on your device. Additionally, as you browse the site, we collect information about the individual web pages or products that you view, what websites or search terms referred you to the site, and information about how you interact with the site. We refer to this automatically-collected information as “Device Information.” “Cookies” are data files that are placed on your device or computer and often include an anonymous unique identifier. For more information about cookies, and how to disable cookies, visit http://www.allaboutcookies.org.
We share your devise information (described above) with a third party, Squarespace only to help us use your computer information as described above. Squarespace’s detailed description of how cookies are used with their support is outlined here:
https://support.squarespace.com/hc/en-us/articles/360001264507?_ga=2.248044997.353317996.1599343629-701260823.1594783307&_gac=1.159009480.1596835175.CjwKCAjw97P5BRBQEiwAGflV6fAUwQa5YRYmkz5FvjopvK3mJpQvzj_EQ0sp3tNTuhr9QgOu8xWb-hoCR_AQAvD_BwE
We may also use Google Analytics to help us understand how our customers use the site. You can read more about how Google uses your information here: https://www.google.com/intl/en/policies/privacy/. You can also opt-out of Google Analytics here: https://tools.google.com/dlpage/gaoptout.
We do not use cookies to collect information to advertise to you, and will never send automatic ads to your computer. However, if you wish, you can sign up to receive emails about special events, such as the launch of new collections, the exhibition of our work at museums, and our participation in physical pottery trade shows, where you can see and buy our work in person.
Order information collected during purchases:
We use order information that we collect only to fulfill any orders placed through the site (including processing your payment information, arranging for shipping, and providing you with invoices and/or order confirmations). When you place an order through the site, we will maintain your order information for our records unless and until you ask us to delete this information.
Our store is hosted by Squarespace. They provide us with the online e-commerce platform that allows us to sell our products and services to you. Our site is protected by SSL1 provided by Squarespace to protect credit card information. Checkout pages are also Level 1 PCI compliant and use 128bit SSL encryption. When you pay with a credit or debit card on our site, we do not receive your credit card information. That information will be directly sent in encrypted form to either Paypal (if you choose paypal payment) or stripe.com for their processing of the payment. The terms of service for these companies can be found at their websites:
Stripe.com’s privacy policy:
Paypal’s privacy statement:
Terms and Services Statement:
The items sold by Firesong Pottery are intended for decorative use only, for example the vases are intended for display of flowers with water, and the boxes may hold small items such as trinkets. The items are not intended for use for eating or drinking, nor for holding, hauling, nor supporting heavy objects, nor for holding corrosive substances.
We have made every effort to display as accurately as possible the colors and images of our products that appear at the store. We cannot guarantee that your computer monitor's display of any color will be accurate.
All descriptions of products or product pricing are subject to change at any time without notice, at our discretion. We reserve the right to discontinue any product at any time. We reserve the right, but are not obligated, to limit the sales of our products or services to any person, geographic region or jurisdiction. We may exercise this right on a case-by-case basis.
We use third party vendors (Stripe and PayPal) for processing monetary payments and refunds related the sales of items from our gallery. We have decided to use these vendors in good faith based on their reputation and terms of service. However, we are not liable for any harm or damages related to services provided by these entities. Please review carefully the third-party's policies and practices and make sure you understand them before you engage in any transaction. Complaints, claims, concerns, or questions regarding third-party products should be directed to the third-party.