Shipping policy

WHEN CAN I EXPECT MY ORDER TO SHIP AND ARRIVE?

We do our best to ship within 7-10 business days. We are doing our best to ship as quickly as possible.

Canada Post is currently experiencing higher-than-average volumes due to COVID-19. We cannot say for sure when your package will arrive. Delivery time will vary depending on your region and the shipping method chosen. Please note that turnaround times may be longer during launches due to the high volume of orders received. 

CAN YOU ADD TO MY ORDER OR SEND PART OF MY ORDER SEPARATELY?

We have a long queue, things get forgotten or missed if we try to split orders. If you have an existing order we cannot add to it, you’ll need to place another order.

DO YOU SHIP TO __________?

We currently ship to:

  • Canada
  • United States
  • United Kingdom
  • France
  • Australia
  • Germany
  • Netherlands
  • Norway
  • Sweden
  • Belgium
  • Italy

There is a lot of risk when shipping ceramics and if they get lost we not only lose the time, labor, and value of each piece but the very high international shipping cost as well. Then we have to remake the piece and pay for shipping all over again. All that to say we’ve carefully considered where we ship and for now, this is what we’re comfortable with.

WHAT ARE YOUR SHIPPING RATES?

We offer a few different options in terms of shipping pricing.

For US and Canadian orders, we now offer FREE Standard Shipping on all orders OVER $150 USD.

For orders shipping to the UK, France, and Australia, we offer International Parcel Air and Xpresspost International. We have also added a flat rate option of $45 USD for larger orders placed with our shop.

I PUT IN THE WRONG ADDRESS AND MY PACKAGE NEVER CAME!

We send your order to the address you’ve provided us with. Unless you e-mail us and ask us to send it elsewhere we cannot be held responsible for lost orders. Please carefully enter your address and double check it before purchasing; if you notice a mistake get in touch asap or your order will be sent to the address you typed in.

CAN I GET AN UPDATE ON MY ORDER?

When your order has shipped, you will receive an email notification from us which will include a tracking number you can use to check its status. Please allow 48 hours for the tracking information to become available.

We ship out packages about once every week or so. Remember that we’re located in Nova Scotia, Canada, so packages take a minimum of two weeks from ship date (not order date) to arrive in the USA and a little less to arrive throughout Canada.

You can contact us with any questions at hello@sugarhouseceramicco.com.