Custom Ceramics, Personalized Pottery, Signature Platters, Holiday Platters

Our Policies and Frequently Asked Questions

Order On-line:
You may order on-line through the convenience of our on-line store.

Order By Phone: 1-860-977-5722
If you feel more comfortable ordering over the phone, or have questions before you order, call us Monday through Friday from 8 AM to 5PM Eastern Time.

What Payment methods do you accept?
We accept Visa, MasterCard, and money orders. Money orders are payable to Custom Ceramics by Traci and should be mailed to P.O. Box 2312, Vernon CT 06066. All payments must be made in U.S. dollars drawn on a U.S. financial institution.

How safe is it to use my credit card on your web site?
It is important to us that every customer’s shopping experience be both pleasant and safe. After you click the Checkout button, you will see that the prefix in the URL is “https:” the “s” means that the site is secure. The “lock’ symbol in the lower right corner also indicates a secure site.

Custom Ceramics by Traci uses Secure Socket Layers (SSL) technology to encrypt orders, ensuring that the order information will not be intercepted in transit. The information is encrypted on your computer, sent through the Internet as jumbled code, and decoded on Custom Ceramics by Traci’s secure server.

We are certified by GoDaddy.

Connecticut Sales Tax
Sales tax is charged on orders that are: (1) purchased by a Connecticut resident even if it is shipped outside of Connecticut or (2) a non-resident who purchases items while in the State of Connecticut even if it is shipped outside Connecticut. Connecticut state law requires that we charge taxable orders sales tax on the full amount of the order including shipping costs. The current Connecticut sales tax rate is 6%.

Where do you ship to?
We only ship to the Continental U.S., Alaska, Hawaii, Canada and Puerto Rico at this time.

What are your shipping rates?
For the Continental U.S., shipping is based on the item being purchased. On each item page, one of the available option choices is for shipping. Please contact us for shipping rates if you are located in Alaska, Hawaii, Canada and Puerto Rico.

Shipping Methods
Each item in your order will be shipped separately and is fully insured. A street address is required for all orders.

Continental U.S.
Orders are shipped via UPS Ground. For any Continental U.S. location, please allow 1-5 business days from the day you receive your shipping confirmation from our office.

Alaska, Hawaii, Canada and Puerto Rico
We use UPS Ground to ship to Alaska, Hawaii, Canada and Puerto Rico. Allow 5-10 business days from the day you receive your shipping confirmation from our office.

Delivery
Our custom orders are created in the order they are received. Delivery is normally in 3 to 4 weeks, however shipping time may vary based on the volume of orders currently being processed. We will contact you if delivery time is to exceed 4 weeks. If you need an order rushed, please contact our office for further details.

Confirmation and Order Changes
We notify customers by email that we have received their order. This confirmation may be printed out for your records. Customers who do not have email will be notified by telephone. Use our Contact Us page to notify us of changes to your order. Cancellations and changes to personalized custom pieces must be made by the close of business the same day you place your order. You will be notified by email the day your order is shipped from our office. The shipping confirmation email will also include the tracking number for each item shipped.

Damaged in Shipment
We guarantee that your custom personalized gift will be shipped and received by you free of damage. If any piece is damaged in shipment, please keep the piece and the package it came in and Contact Us within three (3) business days. All returns of damaged pieces must be authorized by our shipping department. We will, upon receipt of the damaged piece, replace it within ten (10) business days at no cost to you.

We will reimburse you for your cost of shipping the damaged piece to us. If you paid by credit card, we will issue a credit equal to the return shipping cost. If you paid by check or money order we will issue you a check for the amount of the return shipping cost.

Personalization
Personalized items CANNOT be exchanged or returned. Personalized items may not be replaced for reasons other than damage in shipment or our error.

Every item that we create is hand painted and personalized for each customer. Other than our state-of-the-art kilns which we use to fire the painted and glazed pieces, we do not use computers or any other technology as we create your unique, one-of-a kind gift.

What if I made a mistake on the personalization information on the item I ordered?
We fully understand that everyone makes mistakes. However, incorrectly submitted personalized information is the responsibility of the customer. Therefore we urge you to take special care when reviewing your spelling of names, dates, and birth information such as time of birth, A.M or P.M, baby’s length and weight. In the event you make an error and need a replacement, we will offer you a 20% discount. Of course if we make the error, we will replace the item at no charge to you.

Will you correct my spelling or change my personalization?
We will personalize your gift exactly as you enter the information. We may contact the customer if we believe there may be a misspelling.

Can I order more than one item with the same personalization?
To order more than one item with the same personalization, change the quantity on the shopping cart item order page. Items with different personalization must appear as a separate item in your shopping cart.

Can I personalize an item in a language other than English?
Contact us for details.

What is the best way to contact you if I have questions regarding placing an order or the status of my order?
The most efficient way is to email us at info@customceramicsbytraci.com

Do you have a mailing list?
Yes! Just click here and we will add you to our list. We use the list to announce new items, discounts, and specials.

What is your privacy policy?
We value your business and your trust. Any personal information that you submit to us is only used to process and complete your order or respond to your request for information via email. Be assured that we respect your right to privacy and will not, under any circumstances, disclose or sell our customer database files to any other companies.