Made to Order - Googly Eyed Monster Dunk Mug - Ceramic Cookie and Milk Mug - Not Personalized

-------------------- REFUND POLICY --------------------

NATURE OF CERAMICS: Due to the inherent properties of ceramic ware, there may be small imperfections and irregularities which should not be perceived as defective. Variations in materials, firing temperatures, and imprint pigments may result in variation in glaze and imprint colors. These variations must be considered acceptable.

*During winter months - pieces must be at room temperature before being heated up with boiling water or in the microwave. Pieces may go into thermal shock and crack it heated up too much too fast. I will not be responsible for damaged pieces that come as a result of thermal shock. Scalding, freshly boiled water is not safe for any ceramic piece. Water should be no hotter than 192 degrees F when poured inside - this is the temperature recommended by Keurig coffee makers to protect vessels.

-------------------- SHIPPING DAMAGES? --------------------

If your item is damaged in shipment or there is another problem let me know as soon as possible as there are time restraints on reporting damages on insured items. Damaged items MUST be reported within 5 days of receipt - there are no exceptions.

*IF* your item is damaged - a replacement or refund CANNOT be made until the insurance claim is filed - received - and paid. You can choose if you would like a refund or a new item. This is a new policy - because I have replaced many items before the claims were finalized - and customers have not turned in their broken pieces for inspection - causing the claims to be denied - and I have been forced to cover all replacement costs of the new pieces. Therefore - I had to make this change - this WILL delay the receipt of the replacement item by 2-5 weeks (I know it's a hassle - for which I apologize). Shipping costs are not insurance or refundable. Refunds will be for the amount of the broken piece(s) only. Buyer is responsible for working with me to complete the insurance claim process in its entirety for refund to be processed.

**IF** your item is needed for a specific deadline (like a custom signature plate) amd there is not time to risk waiting for the claim to be processed a *new* item must be purchased - then when the insurance claim goes through (I've never been denied when the items have been turned over for inspection within the alotted time frame) - you will receive your full refund - that will be mailed directly to you. I'm aware that this is unfair for 99% of claims - but, like most things, the actions of the few affect the many and I apologize for this inconvenience.

Please understand that due to the hand painted / handcrafted nature of our work, no two items are ever exactly alike and imperfections (like brushstrokes) are what make handmade items what they are!

Ready to ship items will ship within 3 days once payment is received.

-------------------- CUSTOM ORDERS --------------------

CUSTOM ORDERS - There are no returns or refunds on custom orders as these items are specifically made to your specifications and cannot be resold.

CUSTOM ORDERS - I will begin working on your project as soon as payment is received. Once checkout is complete and all details are finalized - I will begin to work on the piece. A layout will be made and the platter will then be sketched and you will receive photos of the piece before it’s painted to ensure you like the sizing/spacing of the designs. Once the piece is fired - changes cannot be made. So please check the details/spelling/date on the plate for correctness when photos are sent before and after it’s painted. Any errors that are not caught during this stage I will not be responsible for - as photos will be sent throughout the process.

If there is a defect with your piece that is not noted in the item description - your item will be refunded minus shipping or you can request a new one be made. If you are unhappy with your piece, a new one can be made and exchanged - but return shipping must be paid by the buyer.

-------------------- SHIPPING --------------------

Shipping costs include shipping and materials (boxed, bubble wrap, peanuts, packing paper etc) and a delivery confirmation tracking number. ALL DOMESTIC orders will be insured! I pack each item with the utmost care, but insuring the items gives a little extra comfort in my mind!

***If your item was shipped with insurance, any and all damages must be reported to me within 5 days of receiving your package. After 5 days, there is no guarantee that an insurance claim will be covered by the shipping company. You must retain all original packaging and damaged pieces until after the claim is fully processed. Shipping costs are not insurance or refundable. Refunds will be for the amount of the broken piece(s) only.

Lost or Damaged Packages: All domestic orders are shipped with insurance and tracking. It is the buyer's responsibility to check the tracking status of a package. I should be informed within 5 days if a package does not arrive by the date marked by USPS. After 5 days I cannot guarantee a refund/replacement for the insured package. International orders DO NOT come with tracking or insurance and I cannot be held responsible for lost/damages if the buyer does not purchase insurance prior to shipping. Simply convo me for options.

*SEE REFUND POLICY SECTION for information on what to do if your item is damaged.

If you would like to save on shipping for combined orders, convo me PRIOR to checkout. I can adjust the listings to save you money before you checkout - but not after, as I am unable to recover any fees I owe to Etsy.

I will ship internationally - if you see a listing that does not have your region listed - just convo me and I'll do my best to estimate the cost!

-------------------- INTERNATIONAL --------------------

**ALL international shipping prices are estimates. In certain circumstances, such as purchasing multiple items, shipping may be more than the listed price. In this case, I will consult you prior to shipping to confirm the price - if you're unhappy - I will issue you a refund for your order. Prices listed are the best estimates I can receive - and are perfect for 1-3 items - but over 3 items the price increases.

International orders do NOT guarantee tracking and do NOT include insurance. If you'd like one or the other (or both) different shipping methods are required and are more expensive through different carriers - convo me prior to checkout for options! **SOME areas do include insurance - this is a NEW feature from USPS. They do not provide a list - just says "tracking included for major destinations" - so this is NOT a guaranteed service.

**International buyers are responsible for claiming their packages upon delivery - items may need to be picked up at your local post office - and any duties/fees due upon delivery are the buyer's responsibility. If your item is unclaimed it will be returned to me - in which case your purchase will be canceled and refunded minus shipping. While tracking is not available - if your item does not arrive within 20 days contact your post office immediately. I am not responsible for returned/unclaimed packages. It is a buyer's responsibility to monitor tracking information and claim the packages at the post office if need be. A refund for the price of the piece only will be given if the item is returned in re-sellable condition. This is nonnegotiable.

Delivery times internationally vary widely by location and time of year. Around the holidays packages can take several weeks to arrive. I cannot predict nor do I guarantee delivery dates unless express shipping is purchased. Contact me prior to purchase if you're interested in other shipping options. Once the package leaves my hands I have no control over transit times or tracking of international packages.

INSURANCE IS NOT available for packages being shipped to: Afghanistan; Algeria; Angola (Cabinda); Belarus; Bosnia and Herzegovina; Burma; Cote d'Ivoire (Ivory Coast); Croatia; Cuba; Democratic Republic of the Congo; Greece; Iran; Iraq; Jordan; Liberia; Libya, Moldova; Montenegro; Nigeria; North Korea; Paraguay; Republic of the Congo (Zaire); Serbia; Sierra Leone; Somalia; Sri Lanka; Sudan; Syria; Togo; Yemen; Zimbabwe

Please *DO NOT* ask me to mark an international package as a gift on the customs forms - I will not lie on customs forms.

I will ship to the address on your ETSY account - Please make sure this address is up to date. I am not responsible for shipping charges when incorrect, out of date, or other delivery problems occur due to being provided the wrong, incomplete, or partial address - which may lead to lost packages, damage, or returned items.

For custom pieces, please allow one to three weeks create and ship your item. If you need your item sooner, convo me and I'll let you know if I can get it finished faster.

-------------------- FREQUENTLY ASKED QUESTIONS --------------------

Q. Is your pottery dishwasher and microwave safe?
A. Yes and yes. However, I recommend hand washing due to the high powered nature of some newer dishwashers. And I would make sure the pieces are on the top rack only. Microwaves should be lowered by 50% power settings to keep the piece from becoming too hot. *During winter months - pieces must be at room temperature before being heated up with boiling water or in the microwave. Pieces may go into thermal shock and crack it heated up too much too fast.

Q. When will my custom order be completed?
A. I am more than willing to work with you to create any custom piece you desire. Custom items require 7 days to 2.5 weeks to complete prior to shipping. If you need your item quickly, simply convo me and I can let you know how soon I can have it out to ship! Rush orders may incur an additional fee if the item needs to ship within 5 days. I do not begin to work on custom orders until checkout is completed and payment received.

Q. How do the signing markers work?
A. These markers are made for signing on fired ceramics and glass. The pens are used for guests to sign the piece the day of the event and then get baked in a kitchen oven to make the signatures permanent. While the pens are labeled as dishwasher safe, I recommend these items be for display purposes only. If you want to serve food items on these plates, I recommend hand washing only with a soft towel to preserve the signatures.

Each platter comes with 2 markers. Additional markers are available if you'd like to purchase extras. An Information sheet will ship with each platter with tips/pointers for how to use the pens the day of your event. Instructions are also written on the sides of the markers.

Q. How many pens will I need for my plate?
A. For signature guest book plates, I've issued a new policy in order to limit issues with the signing markers – each plate order now includes 2 signature markers. There have been a handful of reported problems with the pens (even 1 problem is too many!) so I hope this will rectify any issues. Please remember, these are ceramic signing pens specifically made for signing on ceramics and glass. These are not typical markers and require care and attention to storage and use. Please thoroughly read the information you’ll receive with your order pertaining to these pens and hold on to this sheet until after your event as it contains troubleshooting and contact information. Failure to follow these instructions could result in poor and limited ink flow.

Q. How many signatures will fit on a platter?
A. The number of signatures each plate or platter will hold will depend greatly upon what your guests write and the size of any deisgns – rather than the size of the plate. If the first person who signs the plate/platter also adds a message, others who come after will tend to follow suit. We suggest that you put a note on the table to instruct guests on what to write or have a guest book attendant at the table during the main entrance of guests to provide instruction. The note or attendant can instruct guests to sign their names only, fill in white spaces, not to sign on the designs, and keep the marker capped when it is not in use.

Q. Will my item be insured or have a tracking number?
A. As of July 28, 2013 EVERY domestic shipment will come with tracking and insurance!

Insurance for international orders can be purchased separately. Buyer must convo me PRIOR to checkout to add this feature. Tracking is NOT available for international orders with USPS - unless it is shipped with a guaranteed express delivery - which is 2-5 days worldwide and very pricey. International buyers feel free to contact me for express rates if you would like insurance and/or tracking.