Shipping policy

Shipping Policy

Order Processing Time

  • All orders are processed within 2 to 4 business days (excluding weekends and holidays) after receiving your order confirmation email.

  • You will receive a separate notification containing your tracking number once your order has been dispatched.

Shipping Rates & Delivery Estimates

  • Destination: United States

  • Estimated Delivery Time: 7 to 14 business days.

  • Note: Our ceramic pieces are carefully packaged and shipped from our artisan network across Asia, a region celebrated for centuries of exceptional ceramic craftsmanship. Delivery times are estimates and may occasionally be impacted by weather, carrier volume, or customs processing.

How Do I Check the Status of My Order? When your order has shipped, you will receive an email notification from us which will include a tracking number. Please allow up to 48 hours for the tracking information to become active in the carrier's system. If you haven't received your tracking info within 5 days of receiving your order confirmation, please contact us at terraglaze@gmail.com with your name and order number.

Customs, Duties, and Taxes "All product prices are inclusive of applicable taxes and duties — no additional charges at delivery."

If a carrier requests an unexpected payment, please contact us at terraglaze@gmail.com before paying so we can resolve it.

Damages in Transit (Action Required) Ceramics are highly fragile. While we use specialized protective packaging for international transit, rough handling can occasionally result in breakage.

  • You must inspect your package immediately upon delivery.

  • If your item arrives damaged, you must contact us at terraglaze@gmail.com within 48 hours of delivery.

  • Include your order number and clear photos/videos of both the damaged product and the exterior shipping box.

  • Under our Hassle-Free Resolution Policy, we will immediately process a replacement or refund without requiring you to ship the broken pieces back.

Lost or Missing Packages If your tracking information shows that your package was delivered but you cannot locate it, please check your surrounding property and with your neighbors. If the package is still missing 3 business days after the carrier's "Delivered" status, please contact us at terraglaze@gmail.com. We will work with the shipping carrier to investigate and file a trace.