Shipping policy
SHIPPING POLICY
Last updated: June 4, 2026
Each order is packed with care to protect the handmade nature of the work.
PROCESSING TIMES
Orders placed during business hours on business days are processed and shipped same day. Orders placed outside of business hours, on weekends, or on public holidays are shipped the next business day.
During busy periods, launches, sales, or studio closures, processing times may be longer. If there is a significant delay, we will contact you at the email address provided at checkout.
Processing times do not include carrier transit time.
SHIPPING RATES
Shipping rates are calculated and displayed at checkout based on the shipping destination, package size, package weight, and available carrier options.
Original shipping charges are non-refundable unless otherwise required by law or expressly stated in writing by Silverwood Ceramics.
DELIVERY ESTIMATES
Delivery times are estimates only and are not guaranteed.
Silverwood Ceramics is not responsible for delays caused by shipping carriers, customs processing, weather, holidays, labour disruptions, incorrect shipping information, or events outside our reasonable control.
Once an order has been transferred to the shipping carrier, delivery is subject to the carrier’s handling, timing, and policies.
SHIPPING ADDRESS
Customers are responsible for providing a complete and accurate shipping address at checkout.
Silverwood Ceramics is not responsible for orders delayed, returned, lost, or misdelivered because of incorrect or incomplete address information provided by the customer.
If an order is returned because of an incorrect or incomplete address, the customer is responsible for any additional shipping charges required to resend the order.
TRACKING
When tracking is available, tracking information will be sent to the email address provided at checkout once the order has shipped.
Please allow time for the carrier to scan and update tracking information after the shipping label has been created.
LOST, STOLEN, OR MISDELIVERED PACKAGES
Silverwood Ceramics is not responsible for packages marked as delivered by the carrier but reported as missing, stolen, or misdelivered.
If your package is marked as delivered but you cannot locate it, please check with household members, neighbours, building staff, concierge, parcel lockers, and your local carrier office.
If needed, contact the carrier directly to open an investigation. We may assist where reasonably possible, but carrier delivery scans and investigation results may determine the available outcome.
DAMAGED ORDERS
Please inspect your order as soon as it arrives.
If your order arrives damaged, defective, or incorrect, contact us within 48 hours of delivery at hello@silverwoodceramics.com with your order number and clear documentation of the issue.
To assess the claim and, where applicable, submit a carrier claim, we require:
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clear photos of the damaged or incorrect item;
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clear photos of the outer shipping box;
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clear photos of the inner packaging;
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clear photos of the shipping label; and
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clear photos showing the item, packaging, and shipping label together in one frame.
We may also require additional photos or video where reasonably necessary to document the condition of the shipment.
Please keep the item and all original packaging until the claim has been resolved. Claims may be delayed or denied if the item, packaging, or required documentation is unavailable.
Submission of photos or videos does not guarantee a refund, replacement, or credit. Silverwood Ceramics assesses damage and issue claims on a case-by-case basis.
INTERNATIONAL SHIPPING
Orders shipped outside Canada may be subject to import duties, VAT, customs processing fees, brokerage fees, carrier handling fees, tariffs, or other taxes charged by the destination country or carrier.
These charges are not included in the product price or shipping fee unless they are clearly shown and collected at checkout.
Any additional charges due upon import are the responsibility of the buyer.
Silverwood Ceramics is not responsible for customs delays, unpaid import charges, destination-country processing requirements, or carrier fees charged after shipment.
Refused packages, abandoned packages, or orders returned because import charges were not paid are not eligible for a refund of original shipping costs. Any return shipping, carrier fees, customs charges, or unrecoverable costs may be deducted from any refund otherwise available under our Refund Policy.
CONTACT
For shipping questions, contact us at: