Is that really glass?!
Yes, it is! Glass is added to our pieces before firing. It melts in the kiln and fuses to the clay. It crackles as it cools, resulting in that beautiful “geode” effect that is one of the signature looks of Dock 6 Pottery.
Can I specify glass color?
Unfortunately, no. All of our glass starts out clear. Interactions with glazes and the kiln atmosphere during firing are what change the glass color. We have no control over the final glass color. Our glaze names refer to the glaze colors ONLY, not the glass.
How much is shipping?
We charge a flat rate shipping fee of 12% to business addresses in the continental United States. Shipping rates to Hawaii, Alaska, U.S. territories, and all international destinations are based on the actual shipping cost. If you use a U.S. freight forwarder, the 12% flat rate applies to shipments to your freight forwarder. The 12% flat rate fee does not extend to shipping to residential addresses. If your home is your business address you need to inform us. Otherwise full shipping costs will be applied.
Can I have you drop ship an order?
Yes, but since this usually means shipping to a residential address, we charge the actual cost of shipping. This is often quite a bit more than our normal 12% shipping rate for wholesale orders.
What are my payment options?
1) You can use a QuickBooks link to pay online. We never see your card information and the payment is reflected on your account immediately.
2) You can call our gallery at 612-327-0429 and give our gallery staff your credit card information. Gallery hours are M-W 11a–7p, Th 11a-9p, Fri 11a-6p, Sat 10a-6p, Sun 10a-4p CST.
3) After you’ve established an on-time payment history with us, you can request Net 30 terms.
How can I reserve my place “in line” if I’m not ready to place my order?
Even if you’re not sure what you want, you can place a Reserve Order. We just need an approximate dollar amount and a ship date. This will save you a place in our production schedule. Then you need to let us know exactly want you want about 2-3 weeks prior to the ship date so we have time to make it for you.
Is my pottery food/dishwasher/microwave/oven safe?
All of our pottery WITHOUT glass is absolutely food/dishwasher/microwave/oven safe! Items WITH glass are “semi-functional.” They cannot go in the dishwasher, oven, or microwave. You can put any foods in them that you wish. However, we recommend caution with things like soy sauce, red sauce, soups, etc. The cracks are really there, and even though you can’t necessarily feel it, there are spaces where liquids or bacteria could get in and discolor the piece, etc. We like to err on the side of caution and warn against using our glass-bottomed pottery for really wet stuff. Chips, crackers, cheese, fruit, pasta, lightly dressed salad, etc. are all fine. Some retailers prefer to tell their customers that the pieces are “decorative only,” but that’s entirely up to you.
Why can’t I call the studio (Kerry or Jean) directly?
We don’t have a phone at the studio, as there’s too much ambient noise, and the workload is too heavy to regularly make and receive calls. We prefer to do business via email (firstname.lastname@example.org), which also allows us to have an automatic record of conversations and orders. If you prefer to speak to someone directly, our gallery, which is in a different location, can be reached at 612-327-0429 and is open M-W 11a–7p, Th 11a-9p, Fri 11a-6p, Sat 10a-6p, Sun 10a-4p CST. They can pass on messages to us at the studio.
Why can’t I get a discount for large orders?
Since every item is 100% handmade, we don’t realize any efficiencies by making things in bulk. In addition, we try to keep our prices as low as possible, which doesn’t leave room for price decreases. Consequently, we’re unable to offer discounts on our products.
Why does it sometimes take a month or more for my order to ship?
Our pottery is 100% handmade in Minneapolis by our hard working production team. We don’t keep a back stock. Each piece you receive is specifically crafted for you. Pottery orders usually ship within 3-4 weeks. However, during our busy times (trade shows, holidays) it may take longer. For Specialty Shape orders, the lead-time can vary from 4-8 weeks. We’ve been striving to improve our customer service by always confirming your order and giving you an approximate ship date. If you do not receive a confirmation within a few days of placing your order, please contact us at email@example.com.
Where are my missing pieces?
If you receive an order and it’s not all there, check the bottom of your invoice/packing slip before contacting us. That’s where backordered pieces will be noted. Usually whatever you’re missing is already in process, and will follow shortly. If you’re missing items and there’s no note, email us at firstname.lastname@example.org.
Zip code protection
We offer zip code protection to our regular customers. We define a “regular” customer as one who orders at least 3 times in a calendar year, meets a total of at least $2000 annually, and consistently pays their invoices in full and on time. Once a year has passed with no orders, we will consider you inactive and open up your zip code to others. If you’re unsure whether you qualify for zip code protection, feel free to inquire at email@example.com. The only exception to our zip code protection is our square coasters. We don’t restrict who buys them because we sell them to a few large national and international retailers, and we can’t guarantee where they’ll end up. We don’t protect adjacent zip codes unless there are extenuating circumstances that you bring to our attention.
Damaged, broken, or unsatisfactory items
Although we do our best to package everything safely, breakage still happens occasionally. If you have pieces that arrive damaged or broken, please see our Return/Exchange policy below.
Mistakes in an order
Customer satisfaction is very important to us! If you discover a mistake with your order, please email us right away at firstname.lastname@example.org. It helps if you can attach a picture of the item(s). Please hold onto the packaging the item(s) arrived in until we’ve resolved the issue, as we may need to have you send it back to us. We will work with you to fix the problem to your satisfaction.
Selling Dock 6 products online
We are all acutely aware that we now live in a digital world, so the answers are yes and yes. However, we always at least double our wholesale prices whenever we are selling directly to the public online. Therefore, we request that you do the same, thereby respecting our price points and those of other retailers carrying our products.
There is no charge if the order is cancelled at least 14 days prior to the estimated ship date.
For orders cancelled within 14 days of the estimated ship date, there will be a 10% restock fee.
If an order is refused or otherwise returned after it has already shipped, the 10% restock fee as well as the full price for shipping in both directions will be charged.
When your order is delivered, please unpack it in a timely manner. If you receive a piece you’re unhappy with for any reason, we’ll gladly work with you to replace the item or issue a refund. Please follow these steps:
- Email us at email@example.com within 30 DAYS of delivery.
- Let us know which piece you’re contacting us about, and what the problem is.
- Attach a picture so we can clearly see the problem.
- If more than one piece/problem needs to be addressed, please follow steps 2 and 3 for each.
We’ll respond ASAP with information on how to proceed. If the problem is one that we can correct to make the item acceptable for resale, we’ll have you ship it back. Make sure returned items are packaged really well! To prevent breakage, they need to be double-boxed. Pack both inner and outer boxes VERY tight. Then give the package a real good shake!! If it is safely packed you should not feel any movement. Items received in good condition (other than the already existing problem as documented in your email) will be replaced or refunded. A 20% fee will be charged for items irreparably damaged in return shipping.
ISSUES NOT ADDRESSED WITHIN 30 DAYS OF DELIVERY ARE NOT ELIGIBLE FOR REFUND OR EXCHANGE