Shipping & Returns

Shipping FAQs

When will my order ship? 

Orders are packed and prepared for shipment within 2–3 business days at our Cincinnati, OH studio. Once shipped, delivery typically takes an additional 2–6 business days, depending on your location. Timelines are counted in business days only (excluding weekends and holidays). After your order leaves our studio via UPS, your tracking number will provide the most accurate estimate for arrival. Please note we cannot guarantee exact delivery dates. If you have any questions, please reach out to us at fulfillment@rookwood.com for assistance. 

What carrier is used to ship packages?  

We primarily use UPS.  

Where do you ship? 

Shipping is available to addresses within the United States, including Hawaii and Alaska. Shipments to P.O. Boxes, U.S. territories (including Puerto Rico), and international destinations are not supported at this time. 

What are the shipping costs? 

Shipping costs are calculated at checkout based on your order and delivery address. They’ll be shown clearly before you complete your purchase and listed again on your order confirmation. 

Can I change my shipping address after ordering? 

If the order has not yet shipped, you may be able to update your shipping address. Please reach out to fulfillment@rookwood.com as soon as possible.  

What if my package arrives damaged or missing? 

Once your order leaves our Cincinnati studio, delivery is handled by the carrier. If your package is delayed, lost, or stolen, please contact us at fulfillment@rookwood.com. As the shipper, we will initiate the claim process with the carrier on your behalf and do our best to resolve the issue as quickly as possible. 

What if I’d like to pick up my order in person? 

Local pickup is available from our Cincinnati store at 1920 Race Street, Cincinnati, OH 45202. You’ll receive a separate notification when your order is ready. Pickup orders will be held for up to 30 days from purchase. After that period, availability is not guaranteed, and orders will not be refunded. 

Can I have my order gift wrapped? 

Yes, we offer gift wrap! You can select gift wrap per product if you’d like items wrapped separately. If you’d like your entire order wrapped together, simply leave us a note at checkout when selecting gift wrap as an option. 

Return, Exchange & Refund Policies

You may return or exchange items within 30 days of purchase. Refunds are issued only for items returned in like-new condition and will be processed to the original form of payment within 5–7 business days. Shipping costs are non-refundable, and customers are responsible for return shipping and ensuring items are packaged securely so they arrive undamaged.

Cincinnati-area customers may return items in-store.

Final sale items cannot be returned or exchanged. This includes products with charitable give-backs, discontinued items, sale items, test or overage tiles, pre-orders, pre-sales, prototypes, and web specials. Gift cards are not refundable for cash but can be redeemed both online and in-store and do not expire. Items not purchased directly from rookwood.com or our retail store cannot be returned through us—please contact the original retailer.

Pottery received as a gift may be exchanged for store credit at the current retail price if no receipt is provided. Items must be unused, with all packaging intact, and return shipping is the customer’s responsibility.

Custom orders are final sale and cannot be returned or exchanged.