Policies

Shipping

How do you ship?
Orders are shipped via USPS or Fedex depending on final destination. In-stock items typically ship within a week. Some products are generally made-to-order and ship out as quickly as we can make them. We will notify you if there is a delay. You will receive an email notification with a tracking number once your order ships.

Do you ship internationally?
No, unfortunately we are unable to accommodate international orders at this time. We hope to soon and are working on it!

What if I lose or miss my delivery?
We are not liable for lost or stolen packages and releases responsibility upon transfer of order to the shipping carrier. We will not be held responsible for additional shipping charges incurred if packages are returned due to customer absence, errors in shipping addresses or package refusal. If you refuse any shipments from AOK, you remain responsible for all original shipping charges, and the cost of returning the package to us. We will subtract this amount from your merchandise credit, if any.

Can I apply a shipping promotion during a sale
Shipping promotions are not applicable during flash sale or other site-wide promotional events (cannot be combined with other offers).

Cancellations + Returns

Can I cancel my order?
Orders can be canceled up to 24 hours after purchase by emailing customer service at hello@aok.supply.

What if something in my order broke during shipping?
If you receive an item broken or otherwise damaged in shipment, please contact us via email within five days and share a photo of the damaged shipment. We will handle the claim with the shipping carrier and arrange sending a replacement out to you, free of charge as soon as possible. Please retain the packaging and broken product until notified. Occasionally (especially for larger orders) the shipping carrier will want to collect and inspect the damage prior to approving a claim.

What if my product is defective?
We inspect every piece by hand for flaws before it leaves our studio. Please note, all of our ceramic products are handmade — slight variation in clay or glaze color, texture, finish and size are to be expected and are not considered flaws. In the event you feel you have a defective item, please contact us with a description of the problem. We’ll diagnose the issue, and then offer to either replace the item or issue you a store credit upon determination of a defect (your choice). Shipping for damaged items is free.

Can I return my product?
We accept refunds for store credit within 14 days of receipt of goods. All sales are final on seconds/personal use/sale items. Please note, shipping charges are non-refundable. To be eligible for a return, your item must be unused, in the original packaging and in the same condition that you received it. Contact hello@aok.supply to confirm eligibility.

Goods must be returned within 14 days of return approval to be eligible for store credit. Items received without approval or outside the return window will be refused and/or returned to sender at the customer’s expense. AOK is not responsible for any damage or loss that occurs when return shipping, so we strongly encourage you to pack the items well and ship via a trusted carrier. You will be notified when your return is received and processed.

Care Instructions

How do I care for my ceramics?
Our ceramics are handcrafted in a durable, high-quality clay body and glazed with certified food safe, lead-free glazes. Every piece is oven, microwave, and dishwasher safe; however, hand-washing will always prolong the life cycle of your pottery.

Dirt and stains on unglazed surfaces can be removed with a scrub brush and a bit of baking soda. Do not expose the wares to sudden, dramatic shifts in temperature (e.g. place into a hot oven from the freezer) or place over an open flame.

Privacy + Security

When you purchase something from our store, as part of the buying and selling process, we collect the personal information you give us such as your name, address and email address.

When you browse our store, we also automatically receive your computer’s internet protocol (IP) address in order to provide us with information that helps us learn about your browser and operating system.

Email marketing: With your permission, we may send you emails about our store, new products and other updates.

To protect your personal information, we take reasonable precautions and follow industry best practices to make sure it is not inappropriately lost, misused, accessed, disclosed, altered or destroyed.

If you provide us with your credit card information, the information is encrypted using secure socket layer technology (SSL). Although no method of transmission over the Internet or electronic storage is 100% secure, we follow all PCI-DSS requirements and implement additional generally accepted industry standards.

Cookies may be used to enhance users browsing experience. A cookie is a small text file stored on your computer that contains information that helps the website to identify and track the visitor. Cookies do no harm to your computer, consist only of text, can not contain viruses and occupies virtually no space on your hard drive.

Prices for our products are subject to change without notice.

We reserve the right at any time to modify or discontinue Service (or any part or content thereof) without notice at any time.

We shall not be liable to you or to any third-party for any modification, price change, suspension or discontinuance of  Service.