Questions About Us:
1. Where is the pottery made?
All of our stoneware pottery products are made by hand at our studio in Kingston, Ontario! Our studio is open to the public, including a retail sales area for pottery supplies and our handmade stoneware for garden, kitchen and home. Check out our store hours and location here.
2. Who makes the stoneware?
We're a small team of potters and creators. We all bring our skills together to be Amaranth Stoneware! You can check out more about the people behind the stoneware here.
3. How is everything made?
We make everything by hand. Products are either made on the potter's wheel or hand-built using slabs. We let everything dry, then bisque fire to 2000* F. This make our products super durable! We then glaze and fire them again to make the glazes sing!
Shipping Questions:
1. How much is shipping?
We have multiple flat rate fees for shipping within Canada!
Small Tool Shipping Lettermail (no tracking or insurance) $5
Small Tool Shipping with tracking $15
Flat rate under order qty minimum (0.01lbs-7.99lbs) $18
Flat rate promotional (8-12lbs = 4-6 pints) $15
Flat rate (12.1-16lbs) $20
Just Above Flat Rate (16.1-20lbs) $25
Bulky Shipping (20.1-30lbs) $30
Bulkier Shipping (30.1-50lbs) $40
Extra Bulky (50lbs-99.99lbs) $50
Extra Extra Bulky (100lbs-125lbs) $60
Super Bulky (125.01lbs-140lbs) $80
Wheel Shipping (140.1-150lbs) $90
Ultra Bulk (150.01-200lbs) $100
CLAY & DRY MATERIAL SHIPPING:
Each Area of Canada has a flat rate for clay shipping.
If you're ordering stoneware for your store as a wholesaler we charge 15% of your order. Wholesale shipping is a minimum of $15.00. We collect this payment after you place your order.
2. How often do you ship?
For Canadian orders we ship all the time. U.S. typically ship once a week, but that can change depending on the wonderful weather we Canadians have in Winter.
*Glaze orders will be shipped on Mondays during the winter season (to avoid freezing in transit)*
3. How do I deal with getting your products over the border?
EASY! You don't! We do all that work, so you don't have to worry about a thing. If you want to learn more about how we do it call us or e-mail. We're real people here at Amaranth and sometimes answer the phone out of breath because we just raced to it.
4. Who do you ship with?
If your order is just for you we ship by Canada Post or Courier. Once your order is shipped you will be updated with a tracking number. If you're ordering for your store as a wholesaler we use both UPS and FedEx.
5. How do the products come?
We try to practice the "3 R's" here at Amaranth. We start by reusing any packaging materials and boxes that we can. If you have any other questions give us a call!
6. I need gift wrapping! Can you do it for me?
You bet! Let us know in the notes or tell us over the phone or by e-mail. We'll use our super pretty papers and our amazing wrapping skills just for you and try to personalize it as much as possible.
Purchasing and Sharing Information:
1. I don't want to enter in my credit card details. What can I do?
Just call us at 613-541-1156 or toll free at 800-465-5444. We can talk with you about the weather in Kingston and also take your order over the phone.
2. You make me enter in my e-mail and phone number. Are you sharing this with anyone else?
Absolutely not. We would not trade your information for anything in the world, not even Girl Guide Cookies! Your information is kept safe and sound by us and only used in our office to contact you.
Wholesale:
1. How do I become a distributor for your products?
Easy send us the following details to amaranthstoneware@gmail.com:
Business Name:
Phone Number:
Email Address:
Business Location:
Tax ID #:
We then set you up with an order form to submit. EASY PEASY!
2. Do you make exclusive products for companies?
That can certainly be discussed! Contact us by e-mail or calling is best to discuss what you'd like.
Returns:
1. What's your return policy?
Handmade Stoneware:
Of course we're advocates for what we make, but we're not out of this world when we say our products are super durable. In the case something does break when it arrives to you or you need to return it please contact us. We will gladly provide a merchandise refund, exchange, or replacement for your order within 30 days of receipt. We also ask that you help us do a better job and let us know where the breakage was, how it was shipped to you, where it was stored etc. We ask these types of questions to improve our shipping, so that you never have to worry about receiving another product that has been damaged during its journey to you.
Pottery Supplies:
We honour returns up to 30 days from purchase and with the receipt. Return Shipping is prepaid by you. We recommend tracking information and insurance if the item is valued over $100. Items must be unused and arrive to our studio in good condition. Once the item is returned the refund will be applied to your account. If you have any questions about returning a product talk to us we're happy to help!
2. How do I return an item?
Talk to us! You can do so by either emailing clay.amaranthstoneware@gmail.com or call us at 1-800-465-5444. You can even reach out to us on Social Media or mail us. Whatever you're comfortable with. From there we ask you a couple questions including your choice of reimbursement (replacement, exchange, or return). Allow two weeks for us to receive the product. From there you'll see the appropriate changes made. Either by receiving a new tracking number or the reimbursement on your credit card.
3. I'm pretty sure my product isn't right and is a factory error or something was damaged along the way!
Talk to us! Sometimes a glaze may have frozen on it's way to you, so check out our blog on how to rework your clay or glaze! Have materials separated in the glaze? This is a common occurrence and can happen, try Epsom salts and remixing the glaze! Was there a ding in your GR form? Let us know and we can offer the form at cost or send off a new one with your next order.
4. Something arrived broken! What next?
Oh no! Certainly not fun to open a box to find something broken. Please take photos of the box, packaging and broken item(s) and send us an email. Once we have those submitted we can go from there for options. Please note: All claims for broken delivered items must be submitted within 5 days of receiving your package! So please open your box and inspect your package when it arrives.
5. Something is missing from my order!
Let us know! We can either refund the missing item or get it shipped off for you!