Shipping and Delivery Policy

Last updated: July 29, 2026

Order Processing

In-stock pieces are normally prepared for shipment within two to four business days after payment is confirmed.

Business days do not include weekends or federal holidays.

Orders placed during holidays, severe weather, studio closures, or periods of unusually high demand may require additional processing time. If a significant delay occurs, we will contact you using the email address provided with your order.

Custom and commissioned work follows the production schedule agreed upon when the order is accepted.

Shipping Rates

Available shipping services and charges are calculated and displayed during checkout based on the destination, package size, package weight, and available carrier services.

The customer is responsible for reviewing the complete shipping charge before submitting payment.

Packaging

Each porcelain vessel is carefully wrapped and packed to protect it during transportation. Fragile ceramic pieces may be double-boxed or supported with additional protective materials when appropriate.

Please retain the shipping box and all packing materials until you have inspected the order and confirmed that it arrived safely.

Tracking and Insurance

Orders are shipped with tracking whenever tracking service is available.

Ceramic orders are insured for their purchase value. Customers may be asked to cooperate with photographs, documentation, carrier inspection, or other reasonable requirements when a shipping claim is filed.

Tracking information will be sent to the email address provided during checkout after the carrier accepts the package.

Delivery Estimates

Any delivery date shown during checkout or provided by a shipping carrier is an estimate, not a guaranteed arrival date, unless a guaranteed service was specifically purchased and confirmed.

Once a package has been accepted by the carrier, transportation delays may occur because of weather, emergencies, customs processing, carrier disruptions, incorrect addresses, or other circumstances outside the direct control of Stephan Roy Studio.

Time-Sensitive Memorial Orders

Customers purchasing for a funeral, memorial service, interment, anniversary, or other date-sensitive occasion should contact us before ordering when delivery by a particular date is essential.

Please do not rely solely on a carrier’s estimated delivery date for a time-sensitive memorial event.

Stephan Roy Studio cannot guarantee arrival by a specific date unless that commitment has been confirmed in writing before the order is placed.

Address Accuracy

Customers are responsible for providing a complete and accurate shipping address.

Please review the shipping address carefully before submitting an order. Contact us immediately if a correction is needed.

We cannot guarantee that an address can be changed after an order has entered the packing or shipping process.

Additional shipping expenses caused by an incomplete or incorrect address, refused delivery, or unclaimed package may be deducted from a refund or charged before the item is shipped again.

Delivery and Missing Packages

A package marked delivered by the carrier should first be checked at:

• All entrances to the delivery address

• The mailbox or parcel locker

• A building office or reception area

• Nearby secure locations

• Neighbors who may have accepted the package

If the package still cannot be located, contact the carrier and Stephan Roy Studio promptly.

A carrier investigation may be required before a refund or replacement can be considered.

Damaged Packages

Inspect the order immediately after delivery.

Shipping damage must be reported to step.rdc@gmail.com within 48 hours. Include the order number and photographs of the item, shipping box, packing materials, and shipping label.

Do not discard the item or packaging until the claim has been resolved.

Domestic Shipping

Domestic delivery times depend on the destination and carrier service selected during checkout.

Orders cannot be delivered to locations that are not supported by the selected carrier. Some large or high-value orders may require a physical street address rather than a post office box.

Signature confirmation may be required for high-value shipments.

International Shipping

International availability, shipping charges, and eligible destinations are displayed during checkout.

International customers are responsible for any import duties, taxes, customs charges, brokerage fees, or other destination-country charges unless checkout clearly states that those charges have been prepaid.

Customs processing can delay delivery. Stephan Roy Studio does not control customs inspections or processing times.

International customers are responsible for confirming that the purchased item may legally be imported into the destination country.

Shipping Delays

If we learn that an order cannot be shipped within the promised processing period, we will contact the customer with available options. These may include agreeing to a revised shipping date or canceling the unshipped order for a refund.

Contact

For shipping questions, contact:

Stephan Roy Studio
step.rdc@gmail.com