International shipping is available for all products. Due to recent regulation changes, EU and Canada orders are by email request only. If your country is not listed as avalible for shipping, please email us so we can add it for you. Current processing times for shipments is 3-10 business days. Pre-order items will affect these times, please review our shipping policy for more info.
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International shipping is available for all products. Due to recent regulation changes, EU and Canada orders are by email request only. If your country is not listed as avalible for shipping, please email us so we can add it for you. Current processing times for shipments is 3-10 business days. Pre-order items will affect these times, please review our shipping policy for more info.
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Shipping policy

Shipping Policy

Last Updated: September 15, 2026

ORDER PROCESSING & SHIPPING TIMES

All orders will ship together once every item in the order is complete and ready to ship.

Ready-to-ship items typically ship within 3–14 business days. Business days do not include weekends or holidays.

Orders containing pre-order or made-to-order items will not ship until all items in the order are complete and ready to ship. The expected processing time for pre-order and made-to-order items will be stated on the applicable product listing and/or at checkout. Most pre-order and made-to-order items will ship within 90 days, unless otherwise stated.

If you order both ready-to-ship items and pre-order or made-to-order items, the entire order will ship together when the last item is ready.

If you would like your ready-to-ship items to be shipped separately from pre-order or made-to-order items, please either:

  • Place separate orders for the items; or
  • Contact us by email after placing your order. We are happy to invoice you for the additional shipping charges required for separate shipments.

Please note that we may begin processing orders immediately, so separate shipping or other order changes cannot always be accommodated.

HOLIDAY PROCESSING

During major holiday weeks, including Thanksgiving and Christmas in the United States, processing times may be longer than usual.

Please allow 7–18 business days for ready-to-ship orders to be processed during these periods.

All processing times are estimates and may vary depending on order volume.

CARRIER DELAYS

We are not responsible for delays caused by the shipping carrier after your order has been shipped. This includes, but is not limited to, weather, carrier disruptions, customs delays, incorrect routing, and other circumstances outside of our control.

Please keep in mind that our processing time refers to the time it takes us to prepare and ship your order. It does not guarantee a specific delivery date.

SHIPPING PROTECTION — ROUTE

Optional shipping protection through Route is offered at checkout.

Potted By Jess does not cover or replace items that are lost, stolen, missing, broken, or damaged during shipping when Route shipping protection has not been purchased. No exceptions.

If you choose not to purchase Route shipping protection and your package is lost, stolen, missing, broken, or damaged during shipment, Potted By Jess will not provide a replacement, refund, or other compensation for the affected items.

If you purchase Route shipping protection, Route is responsible for handling eligible shipping protection claims. Potted By Jess does not determine whether a Route claim is approved or denied and will not file the claim on your behalf. 

If Route shipping protection is purchased, eligible shipping-loss, theft, and damage claims must be submitted directly to Route and are subject to Route’s terms, conditions, and claim approval.

If your package or item is lost, stolen, missing, broken, or damaged in transit, you must:

  1. Notify Route and Potted By Jess within 3 days of delivery; and
  2. File your own claim directly with Route.

You are responsible for submitting the Route claim and providing any information or documentation Route requests. We will not file the claim for you.

If Route denies your claim, the item is not covered by Potted By Jess, even if Route shipping protection was purchased.

Failure to notify Route and Potted By Jess within the required three-day period may result in forfeiture of your claim.

CHECK YOUR SHIPPING ADDRESS

Please triple-check your shipping address before placing your order.

If you provide an incorrect or incomplete address and the order is shipped, Potted By Jess is not responsible for the package or its contents.

If a package is returned to us because of an incorrect, incomplete, or undeliverable address and you would like us to reship the order, you are responsible for all additional shipping costs.

We cannot guarantee that an address can be changed after an order has been placed because orders may begin processing immediately.

MULTIPLE ORDERS

If you place multiple orders and would like us to attempt to combine them into one shipment, you must email us within 1 hour of placing the orders and provide all applicable order numbers.

We will make a reasonable attempt to combine eligible orders, but we cannot guarantee that orders can be combined.

If we do not receive an email within 1 hour, we will not combine the orders.

Orders may begin processing immediately. If an order has already entered processing, we may be unable to combine it with another order.

If orders cannot be combined, each order will ship separately and applicable shipping charges will remain the responsibility of the customer.

INTERNATIONAL SHIPPING

Potted By Jess is based in the United States.

Customers placing international orders are responsible for all applicable import fees, customs duties, tariffs, taxes, brokerage fees, or other charges imposed by their country or local authorities.

Import fees and customs requirements vary by country and may change. Please research the current import requirements and potential fees for your region before placing an order to avoid unexpected charges.

Potted By Jess is not responsible for any international import fees, tariffs, duties, taxes, or other customs-related charges.

We will not issue a refund or cancellation because a customer was unaware of, surprised by, or unwilling to pay import fees or other charges associated with importing an order into their country.

INTERNATIONAL RETURNS & CANCELLATIONS

We do not accept returns, exchanges, or cancellations for products shipped outside of the United States.

This policy also applies to apparel and other non-pottery products shipped internationally.

Customers who refuse delivery or refuse to pay applicable import fees remain responsible for the order, and no refund will be issued on that basis.

INTERNATIONAL SHIPPING DAMAGE

International orders are shipped at the customer’s risk unless Route Shipping Protection is purchased and the shipment is eligible for Route coverage.

If you purchase Route Shipping Protection and your international order arrives damaged, broken, or otherwise unusable due to shipping, you must file a claim directly with Route in accordance with Route’s current claim requirements and deadlines. Route may require photographs or other documentation of the damaged item and its packaging.

Potted By Jess does not process Route claims or determine whether a Route claim will be approved. If Route approves a claim, Route will handle the applicable refund or replacement in accordance with its policies. If Route denies a claim, Potted By Jess is not responsible for providing a refund or replacement for damage that occurred during shipping.

If you do not purchase Route Shipping Protection, Potted By Jess will not provide a refund, replacement, or other compensation for items that are lost, stolen, broken, or damaged during international shipping.

Route Shipping Protection may not be available or applicable to shipments to certain countries or regions. Route’s coverage is subject to Route’s own terms, conditions, exclusions, and applicable laws.

Damage caused by a manufacturing defect or an issue that existed before the item was shipped is not considered shipping damage and is handled separately under our Terms of Service.

Customers should retain the original shipping box, packaging materials, and damaged items until any applicable claim has been resolved, as they may be required for a claim.

CANADA CUSTOMERS

Customers in Canada may incur additional import fees, duties, tariffs, taxes, or other customs-related charges.

These fees are the responsibility of the customer. Potted By Jess does not cover or reimburse these charges.

We will not accept returns or issue refunds for orders that are refused because the customer does not wish to pay applicable import fees or other charges.

RETURNS, CANCELLATIONS & REFUNDS

Please refer to our Terms of Service for the complete terms governing cancellations, returns, refunds, and exchanges.

As stated in our Terms of Service, we do not accept cancellations for orders generally, and we do not accept returns or exchanges on pottery unless we expressly agree to make an exception on a case-by-case basis.

We do not accept cancellations or refunds for made-to-order, pre-order, or custom items, except where otherwise required by applicable law.

If a return is approved by Potted By Jess, the customer is responsible for return shipping costs. If Potted By Jess provides or purchases a return shipping label, the cost of that label will be deducted from the applicable refund or credit.

A 10% restocking fee may also be deducted from the refund or credit amount for an approved return.

Approval of one return does not create an obligation to approve future returns or establish a general return policy.

LOCAL PICKUP

We do not offer local pickup.

PACKAGING

We do our best to use recycled and/or reused plastic and other packing materials whenever possible.

Packaging materials may vary depending on the item and what is available at the time your order is packed.