Shop Policies

There are two things that are very important to us for you to know. Number one, we want you to be completely happy with your order- not just satisfied, but honestly thrilled and excited to order again and spread the word about our brand.  And number two, our family, and all of the crafters who work with us, put a great deal of love, care and skill into our products and we stand behind them.

If for any reason you are not 100% delighted with your order, please contact us so that we can make it right. We sincerely want to know, and will work to make you completely satisfied. 

 

Processing Times & Shipping

Please note: as of 2/21/17, dreamware (wooden utensils) orders are down to 3-4 week processing time (orders placed prior to this date are were under 6-8 week processing time). All other orders will ship within normal processing time. If you have any questions feel free to contact us. Thank you!

Each item is made by hand and normal processing time is 1-2 weeks except where clearly noted otherwise on the product listing. This time may be longer during busy seasons and holidays. If our processing times are significantly longer than normal, due to an overwhelming amount of orders, this will be addressed in the follow up email that is automatically delivered to the email address provided at time of order. If you need your order rapidly, we can nearly always accommodate rush order requests. If you need an order by a certain date, please let us know at the time you place your order. This will allow us to give your the best possible service. 

Most items ship for free within the USA via the USPS. International orders will be accompanied by reasonable shipping charges.

Replacements, Exchanges & Refunds

REPLACEMENTS: If your order arrived damaged, please contact us within 7 days of receiving your package with images of the damaged items and we will cheerfully replace the damaged items at no cost to you.

For dreamware only: If you've had a piece of dreamware longer than 7 days and it is damaged due to a defect in wood or workmanship, don't worry! Please see our lifetime guarantee. If you wish to exchange your utensil(s) for another item or a different wood type, please return the item(s) to us within 7 days of receiving your order and we will send the item(s) you would rather have. Item(s) must be returned back to us in the same condition in which they were received. Normal processing times apply to exchange orders.

REFUNDS: Because each of our items are essentially custom made to order, with the greatest care, we do not accept routine returns or offer refunds. However, if there is a problem with your order, please do reach out to us and be assured that we will do everything possible to correct the issue and make you completely satisfied. 

We do not cancel orders except in the rarest of circumstances. Thank you for understanding!

 

Other Notes

Each of the products on our site are made to order and are crafted entirely by hand, so please expect your hand-crafted item(s) to have its own unique individuality. No two pieces are exactly alike.

Please be aware that all photos of products for sale are stock photos and only represent the style of the item you are purchasing. The only exception to this is on vintage items, where the item pictured is the exact item being purchased. 

For dreamware only: Wood is incredibly diverse and we cannot guarantee any particular shade of color or grain pattern, but we will match as closely as possible. Since we use local fallen hardwoods almost exclusively, we cannot guarantee the availability of any type of wood. Should your choice of wood be unavailable, we will choose a substitute wood. ATTENTION: If you would like to be notified in the event that this wood type is unavailable, and given the opportunity to choose another wood type personally, please let us know at the time you place your order.

For glazed pottery only: Glazes have a great deal of variation and personality, and rarely ever turn out looking the exact same way twice. Please be aware that there will be slight variations in pattern and possibly even color when placing your order. 

It is our family’s desire to offer the best customer service possible and we stand by our policies. If you are not satisfied, we are not satisfied and we will work until you are. Thank you for supporting our brand, our family and true American craftsmanship.

If you have any futher questions, feel free to email us at: poldersoldworldmarket@gmail.com