Get answers to common questions on, such as turnaround time on orders, return policy, and shipping information.

Water Crock Questions

Why do some of the water crock color choices look the same on the website?
You may notice as you make color selections of water filtration crocks on our website that some of the color option pictures look identical. This is because we are in the process of photographing all color options, so some pictures we do not have ready yet. By default, the website displays the green water filtration crock. If we don't have a color photographed, it will default to showing the green color. However, our color swatches are accurate, you can reference the color swatch to know what the glaze will look like. Portable Stoneware Water Filtration Crock Color Options
What is the flow rate of your water crock filters?
When you place water in the upper reservoir, gravity pulls water through the filter element in the main chamber. The more water in the upper reservoir, the faster the flow rate. As the water reaches towards the bottom of the upper reservoir, the water will slow down and eventually stop filtering at about an inch from the bottom. As a rule of thumb, fill the upper chamber to the top before going to bed, first thing in the morning, and in the afternoon, if you have a higher water use. That should suffice for regular family use. Please note that our filters are slower than a Brita type filter because our filters remove a lot more contaminates, like bacteria, lead, VOC's, pharmaceuticals, etc...
My water crock isn't filtering any water!
If you have a brand new water filter, it has to prime overnight by tilting upside down in a glass of water to fully soak and prevent air lock. Then install the filter, fill the upper reservoir, and let filter. The first batch of filtered water should be discarded if it is a new filter. Please note, that the first one or two filtration batches will take longer than normal as the filter continues to prime. If you have been using your filter a while and it starts to slow down, your filter may need a cleaning. Remove filter and carefully but firmly scrub with a scotch brite or similar scrubbing pad. Rinse with water. Do not use soap.
How long do filters last?
According to the manufacturer, filters last 1 year, or 3000 gallons of use. However, if your water has a high level of particulates or contaminates, consider replacing every 3-6 months.
Do your water crocks chill water?
Our stoneware water crocks have natural insulation qualities that help maintain water temperature. However, the crock itself does not chill water. If you like cold water, we recommend dispensing the filtered water from your crock into a water pitcher and putting that in the refrigerator.
Why does my crock have a dark spot on the inside?
Generally, our water crock have a light color on the inside. However, you may notice a darker colored drip mark from the glazing on the inside. This is because all our pieces are hand glazed, and drips of outer glazing may reach the inner chamber. This is safe and does not affect the operation of your water crock.
Why is the top part of the inner chamber not as glossy as the bottom?
You may notice that the upper few inches of the inner chamber is not as glossy as the bottom portion. This is because our water crocks are fired as one piece, and we do not glaze the uppermost portion of the inner chamber to prevent fusing the two pieces. This does not affect the safety or durability of the crock. In any case, the upper few inches of the main reservoir does not come in contact with water, and even if it did, this would not be a problem.

Shipping, Orders, and Policies

What are the delivery charges for orders from
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. Alternatively, if you are near Middleburgh, NY, you may opt to pick up your order at Smyth/Cid Pottery Studio. In which case, we only charge a packing fee.
Which payment methods are accepted on
We accept all major credit cards and PayPal.
What is your return policy?
Because each water crock is hand made to order, we do not offer product returns at this time. If your product is damaged during shipping, we will provide a replacement, provided you follow the return instructions included with your order.
How long until I get my order?
Current ETA is 2-3 business days to ship out. We will update you when your order ships.
How secure is shopping on Is my data protected?
For security purposes, we do not store your credit card information on our servers. All credit card information is handled through PayPal or Stripe; both trusted providers in the industry. All other information on our website is protected via Security Socket Layer (SSL).
Do I receive an invoice for my order?
You will receive an invoice via email after placing your order. You will receive an additional status update when your order ships.