Frequently Asked Questions
Please read our FAQ before sending us a message.
Water Crock Questions
Shipping, Orders, and Policies
We ship our orders via FedEx Ground. Shipping costs vary depending on weight and destination. We ship from Middleburgh New York. You may calculate shipping at any point from your shopping cart, no need to place an order. The shipping quote comes directly from FedEx.
Alternatively, if you are near Middleburgh, NY, you may opt to pick up your order at Smyth/Cid Pottery Studio. In which case, there are no shipping charges.
If you have concerns about the shipping quote you are receiving, please contact us with your shipping address, the shipping quote your are receiving, and the item you want to order. We will check up on it, and even provide alternative shipping options if required. We find this sometimes necessary, especially when shipping to Hawaii, Alaska, Puerto Rico, or places where FedEx might not have a strong presence.
We'd like to take a second to say something a little controversial. It's like the old saying, "There's no such thing as a free lunch." Except the modern version is "There's no such thing as free shipping."
Free shipping is a marketing strategy. The truth is that businesses aren't paying out of pocket for shipping charges out of the kindness of their hearts. They are actually incorporating their shipping costs into the product price. So everyone pays a uniform shipping cost, whether they are ordering next door to the seller, or if they are in northern Alaska. They hide it in the product price.
We choose a different approach, instead of charging everyone the same shipping price and calling it "free shipping" because we hide it in the product price, we charge people what it actually costs to ship it to them. And if you are local to us, you can drive up and pick it up yourself for free.
An additional consideration, Amazon is a huge company with multiple distribution centers and special contracts with shipping providers. In contrast, we are a small pottery studio. We don't sell a hundred thousand units from a factory in China, and keep fifty thousand units here and there across the country. We make each item by hand. And we package them ourselves, and we drive to the local FedEx in Middleburgh, NY, and sometimes even pick up a coffee along the way.
Upon receiving your water filtration crock, please inspect immediately. If your product is damaged during shipping, we will send you a replacement free of charge, provided you follow the return instructions included with your order.
Otherwise, we do not offer product returns on water filtration crocks. There are a few important reasons why we feel this wouldn't be a good deal for the customer.
- We would need to charge shipping fees, which is standard industry practice. Because our water crocks are heavy, the shipping fees both ways would be a significant expense to the customer.
- Our water crocks need to be packed very carefully to prevent damage. Improper repackaging would lead to a broken returned crock. Because of this we would need to charge a restocking fee for everyone to offset the costs of all the broken crocks we would receive.
- We would need to charge for the filter because once it's used we can't resell it.
- We would have to resell the crock once we got it back, and no one wants to use a crock that's been in someone else's home. When you buy a crock from us, it's made just for you.
In short, we feel a return policy would be deceptive, because the product return fee would be hundreds of dollars. If you have any questions or concerns prior to your order, we are happy to address them. We can provide photos, videos, whatever you need to feel comfortable with your order.
Send us an email
Reach out to us using the form below. If you do not hear from us within 2 business days, give us a call, just in case your email did not go through.
663 Colebrook Rd.
Gansevoort, NY. 12831