FAQs

Welcome to the Brush Creek Pottery FAQ. Here you can find answers to common questions about our products, orders, shipping, returns, refunds, payments, and customer support.

If you cannot find the information you need, please contact us.

General Questions

Q1. What is Brush Creek Pottery?

A: Brush Creek Pottery is a U.S.-based online store offering decorative and functional ceramic products for everyday home spaces.

Our collection includes ceramic vases, bowls, storage pieces, teapots, and other selected pottery and home décor products.

Q2. Where is Brush Creek Pottery located?

A: Our business address is:

Brush Creek Pottery
22611 State Rte 2
Archbold, OH 43502
United States

Please do not send returns to this address unless we provide return instructions.

Q3. What types of products do you sell?

A: Our current collection may include:

  • Ceramic vases and decorative flower vases
  • Decorative bowls and centrepieces
  • Ceramic storage jars and containers
  • Teapots and serving pieces
  • Decorative ceramic accessories
  • Other selected pottery and home décor products

Product availability may change from time to time.

Orders

Q4. How do I place an order?

A: Browse our products, select the item you would like to purchase, add it to your cart, and complete checkout.

After your order has been placed successfully, you should receive an order confirmation email.

Q5. Can I change or cancel my order?

A: Please contact us as soon as possible if you need to change or cancel an order.

We may be able to cancel or modify an order before it has been processed or shipped.

Once an order has shipped, changes or cancellation may no longer be possible and the applicable return procedure may apply.

Q6. Will I receive an order confirmation?

A: Yes. After successfully placing an order, you should receive an order confirmation email containing your order details.

If you do not see it, please check your spam or junk folder.

Q7. What if I receive the wrong product?

A: If you receive a product different from what you ordered, contact us promptly.

Please provide:

  • Your order number
  • Product name
  • Details of the issue
  • Photos of the item received where helpful

We will review the issue and provide an appropriate resolution.

Shipping

Q8. Where do you ship?

A: Brush Creek Pottery currently ships to eligible addresses within the United States.

We do not currently offer international shipping.

Q9. How much does shipping cost?

A: Our standard shipping charge is:

$25.00 USD

The applicable shipping cost will be displayed during checkout before you complete your purchase.

Q10. How long does delivery take?

A: Our current estimated timeframe is:

  • Order Processing: 1–2 business days
  • Transit Time: 3–5 business days
  • Estimated Total Delivery Time: 4–7 business days

Delivery times are estimates and are not guaranteed.

Q11. What is your order cut-off time?

A: Our daily order cut-off time is 5:00 PM Eastern Time (ET).

Orders placed after the cut-off time will generally begin processing on the next business day.

Orders placed on weekends or applicable holidays will generally begin processing on the next available business day.

Q12. Will I receive tracking information?

A: Tracking information will be provided when available after your order has shipped.

Please allow time for the carrier's tracking system to update.

You can also visit our Track Your Order page:

https://brushcreekpottery.com/apps/track123

Q13. What if my order is delayed?

A: Carrier delays may occur because of weather, transportation disruptions, holidays, high shipping volumes, or other circumstances outside our reasonable control.

If your order appears significantly delayed, please contact us and we will provide reasonable assistance.

Q14. What if tracking says “Delivered” but I cannot find my package?

A: Please:

  1. Check around your delivery location.
  2. Check with household members or nearby recipients.
  3. Check any designated or secure delivery areas.
  4. Contact the shipping carrier.

If you still cannot locate the package, contact Brush Creek Pottery and we will provide reasonable assistance.

A refund or replacement is not automatically guaranteed solely because a carrier shows a package as delivered.

Returns & Refunds

Q15. What is your return period?

A: Eligible products may be returned within 30 calendar days of delivery, subject to our Return & Refund Policy.

For change-of-mind returns, products should generally be:

  • Unused
  • In their original condition
  • Returned with original parts or accessories where applicable
  • Accompanied by proof of purchase or a valid order number

Q16. How do I request a return?

A: Contact us before sending any product back.

Email: support@brushcreekpottery.com
Phone: +1 419 551 2112

Please provide:

  • Your name
  • Order number
  • Product name
  • Reason for the return
  • Photos where the product is damaged, defective, or incorrect

If the return qualifies, we will provide the appropriate return instructions.

Q17. Who pays for return shipping?

A: For change-of-mind returns, including ordering the wrong item or no longer wanting the product, the customer is generally responsible for return shipping costs.

If an item arrives damaged, defective, or incorrect due to an error attributable to Brush Creek Pottery, we will review the situation and provide an appropriate resolution.

Q18. What if my ceramic product arrives damaged?

A: Please contact us as soon as reasonably possible.

Provide:

  • Order number
  • Description of the damage
  • Clear photos of the product
  • Photos of the shipping box and internal packaging where applicable

Please keep the product and packaging while we review the issue.

Depending on the circumstances, an appropriate resolution may include a replacement, refund, partial refund, or another suitable resolution.

Q19. How long does a refund take?

A: Once an eligible return has been received, inspected, and approved, Brush Creek Pottery will process the applicable refund within 10 business days.

Refunds will normally be issued to the original payment method.

Your bank, card issuer, or payment provider may require additional time before the refund appears in your account.

Q20. Are original shipping charges refundable?

A: For change-of-mind returns, original shipping charges are generally non-refundable.

Where a return results from a damaged, defective, incorrect, or otherwise qualifying product issue attributable to Brush Creek Pottery, applicable shipping costs will be reviewed as part of the resolution.

Products

Q21. Will my ceramic product look exactly like the photo?

A: Our product photographs are intended to represent the product as accurately as reasonably possible.

However, appearance may vary slightly because of factors such as:

  • Lighting
  • Photography
  • Screen or monitor settings
  • Product finish
  • Production variation

Please review the individual product page for available product details before ordering.

Q22. Where can I find product dimensions, materials, and specifications?

A: Available information such as dimensions, materials, colours, design details, and care information will be provided on the applicable product page.

If you need additional information about a product, please contact us before ordering.

Q23. How should I care for ceramic products?

A: Care requirements may vary by product.

Please review the care instructions provided on the relevant product page where available.

Avoid impacts, drops, or improper handling that could chip, crack, or break ceramic products.

Payments

Q24. What currency do you use?

A: Prices on Brush Creek Pottery are displayed in U.S. Dollars (USD) unless otherwise stated.

Q25. What payment methods do you accept?

A: 

  • American Express (AMEX)
  • Diners Club
  • Discover
  • JCB
  • Maestro
  • Mastercard
  • Visa
  • Visa Electron

The payment options available to you may depend on Shopify, your location, device, and the payment services enabled for the store.

Q26. Is my payment information secure?

A: Payments are processed through supported third-party payment systems.

Payment information is handled according to the security practices and policies of the applicable payment provider.

Please review our Privacy Policy for additional information about how personal information is handled.

Customer Support

Q27. How can I contact Brush Creek Pottery?

A: You can contact us at:

Email: support@brushcreekpottery.com
Phone: +1 419 551 2112

Business Address:
Brush Creek Pottery
22611 State Rte 2
Archbold, OH 43502
United States

Q28. What should I provide when contacting you about an order?

A: Please provide:

  • Your name
  • Order number
  • A clear description of your question or issue

For damaged, defective, or incorrect products, clear photos may help us review the issue.

Still Have Questions?

Q29. What should I do if my question is not answered here?

A: Please contact Brush Creek Pottery.

We can assist with questions about:

  • Products
  • Orders
  • Shipping
  • Tracking
  • Returns
  • Refunds
  • General store information

Email: support@brushcreekpottery.com
Phone: +1 419 551 2112

Thank you for shopping with Brush Creek Pottery.