FAQs
Q: What are your working hours?
A: Our team is available Monday to Friday, from 8:00 AM to 4:00 PM Pacific Time. During these hours, we focus on processing orders and addressing our customers' needs to ensure timely service.
Q: How long does it take to process my order?
A: Orders are processed in the order they are received.
- In-stock jewelry ships within 1-3 business days.
- Clay cutters and tools ship within 3-5 business days.
- If your order includes both jewelry and clay tools, they will ship together based on the longest processing time.
We take great care in reviewing each order for accuracy and quality to ensure you receive the best experience.
Q: What is your refund and exchange policy?
A: We have different return policies for handmade jewelry and clay cutters:
- Handmade Jewelry: You may return your jewelry for a full refund within 10 days of purchase. After 10 days but within 30 days, you may exchange your item or receive store credit. We do not accept returns after 30 days. Jewelry must be unworn and in original packaging to qualify for a return.
- Clay Cutters, Tools, & Maker Supplies: All sales of these types of products are final and cannot be returned or exchanged, except in cases of damage or defects upon arrival.
If you receive a damaged or defective item, please contact us immediately so we can assist you.
Q: Can I cancel my order?
A: Due to our immediate order processing system, cancellations are not permitted. We encourage you to double-check your order before finalizing it.
Q: What shipping methods do you use for U.S. domestic orders?
A: We offer both USPS and UPS shipping options for U.S. domestic orders. At checkout, you can select your preferred shipping method, and the system will generate an estimated delivery time frame based on your choice. Our standard USPS option is Ground Advantage, which typically delivers orders within 2-5 business days. We also offer USPS Priority, USPS Express, and UPS expedited services for faster delivery, depending on your needs. Delivery times may vary, and both USPS and UPS can experience delays during transit and final delivery due to factors like weather or high-volume shipping periods.
Q: Can I choose a faster shipping option?
A: Yes! During checkout, you can select from USPS Priority, USPS Express, or UPS expedited shipping for faster delivery. Please note that while these options will shorten the transit time, expedited shipping will not reduce the processing time of your order.
Q: Do you offer international shipping to countries other than Canada?
A: At this time, we are only offering international shipping to Canada. Shipping rates will be calculated at checkout, and estimated delivery times will be displayed based on the shipping option you select.
Q: Will I have to pay import duties or taxes on my order shipped to Canada?
A: Yes, your order may be subject to import duties, taxes, and other fees (including VAT) upon arrival in Canada. These charges are determined by Canadian customs and are the responsibility of the recipient. They are not included in the order total or shipping cost at checkout.
Q: Are there any additional delivery fees for Canadian orders?
A: In addition to customs duties and taxes, last mile delivery fees may also apply. These charges are the responsibility of the recipient, and Rockrose Clay Co. is not liable for any last mile delivery surcharges imposed by the shipping carrier.
Q: How long does shipping take to Canada?
A: Shipping times vary depending on the shipping method chosen. Estimated delivery times will be displayed at checkout.
Q: What if my package is lost or returned?
A: While lost or returned packages are rare, we are here to help. If a package is returned to us, a new shipping label must be purchased to resend it. Please note that shipping charges are non-refundable, but we will work with you to find a suitable solution.
Q: What should I do if my order arrives damaged or has issues?
A: Upon receiving your order, please inspect it carefully. If you notice any defects, damages, or if you received the wrong item, contact us immediately at rockroseclay@gmail.com. We’re here to help resolve any issues.
Q: Who can I contact if I have further questions?
A: If you have any additional questions or concerns, please reach out to us at rockroseclay@gmail.com. We’re happy to assist you!