Help

WE'RE HERE TO HELP

Here's a rundown of the questions we hear the most.

JUMP TO TOPIC:

SHOPPING PROCEDURES

After I placed an order, what will happen next? 

Thank you very much for your orders. You will receive an 'Order Confirmation' email by the system automatically once you confirmed and completed the payment process.

We will send a 'Shipping Confirmation' email to you after we have dispatched your order within 3 working days upon receipt of payment from Paypal.

GENERAL SHIPPING

What is your shipping policy?

Our Commitment to Transparency:

At The Viet Potter, we believe in clear and honest communication. We want you to understand every step of the shipping process, from our workshop in Vietnam to your doorstep.

How We Ship:

We partner with SaigonBay Express, a trusted international shipping provider, to deliver your handcrafted treasures safely and efficiently. Here's a breakdown of our shipping process:

Step 1: The Viet Potter to SaigonBay Warehouse (Vietnam):

  • Once you place your order, we carefully package your items and ship them to SaigonBay's warehouse in Hanoi, Vietnam.

Step 2: International Shipping with SaigonBay:

  • SaigonBay handles the international leg of the journey, transporting your package to their warehouse in your country. This typically takes 7-8 business days.

Step 3: Tracking Number Provided:

  • As soon as we ship your order to SaigonBay, they provide us with a tracking number from the final delivery carrier (e.g., USPS for the US, Royal Mail for the EU). We will immediately share this tracking number with you.
  • Important Note: Initially, the tracking information may show "Label Created, not yet in system" as the package is in transit to SaigonBay's warehouse in your country.

Step 4: Delivery from SaigonBay Warehouse to Your Address:

  • Once your package arrives at SaigonBay's warehouse in your country, they hand it over to the final delivery carrier (e.g., USPS, Royal Mail).
  • From this point forward, the tracking number will provide real-time updates on your package's journey.

Shipping Timeframes:

  • Processing Time: We process orders within 3 business days of receiving them.
  • Estimated Delivery Time: International delivery typically takes 7-15 business days after processing. However, please note that this is an estimated timeframe. Actual delivery times may vary due to customs processing, weather conditions, and other unforeseen circumstances.

Shipping Costs:

  • Shipping costs are automatically calculated at checkout based on your order's weight, volume, and destination.
  • Free Shipping: We offer free shipping on orders within the contiguous United States (excluding Hawaii, Alaska, US Virgin Islands, Guam, and Puerto Rico).

Taxes and Duties:

  • We do not add taxes, VAT, or other hidden charges. The price you see on our website is the price you pay (goods subtotal + shipping cost).
  • Import Duties: Please be aware that your local customs may charge import duties. We cannot estimate the amount due to variations in tax regulations.

Questions?

If you have any questions about our shipping policy, please don't hesitate to contact us. We're happy to help!

How can I track my order?

Take a look at the tracking information that was sent to you in your shipping confirmation email. This email will be separate from your order confirmation, so be careful not to miss it!

The fastest way to get an update on your package, including estimated delivery date, is through USPS/ Royal Mail, using the tracking number provided.

Orders may encounter delays while in transit with the carrier. We are not responsible for those delays and if you have questions please reach out to USPS/ Royal Mail / Aramex.

Once your order has been placed, our team cannot make changes to the shipping address or delivery method.

What happens if my package is held by customs?

  • Don't worry! We'll handle the paperwork
  • We'll keep you updated and guide you through any required steps
  • If there are any customs fees, we'll let you know in advance

What if I entered the wrong shipping address?

Once an order has been processed, we are not able to change the shipping address on your order.

Double-check your address during checkout - we can't change it after shipping 

If your package returns to us, we'll contact you to: 

  • Confirm your correct address
  • Arrange redelivery (small additional fee may apply) 

What should I do if my package is lost or missing?

Just email us at thevietpotter@gmail.com

Include your order number and we'll track it down

Don't worry - we'll either:

  • Find your package
  • Send a replacement
  • Give you a full refund

We've got you covered with our shipping protection policy!

What should I do if my package arrives damaged?

  • Take a quick photo before opening
  • Email us with photos of any damage
  • We'll send a replacement right away

💌 Need help with your order?

  • Email us at thevietpotter@gmail.com - we're here to help!
  • Include your order number and we'll respond within 24 hours.

Our Promise:

We treat every package like it's our own precious pottery. If anything goes wrong, we'll make it right - that's our guarantee to you!

RETURNS AND EXCHANGES

What is your return policy?

We accept returns within 14 days from the date of purchase. After 14 days, we will not be able to assist with resolution, assuming that the customer has accepted the delivered product.

To be eligible for a return, your item must be unused and in the same condition that you received it. 

Please note that final sale items are ineligible for return. 

Cases eligible for exchange or return:

  • Items damaged or cracked during the delivery process to customers
  • Items delivered that do not match the ordered model or type.
  • Incomplete sets (if applicable, such as combo sets).

We recommend you to check breakage and issues immediately after receipt of goods and provide photos to our representative. We will replace a new one with a reasonable shipping option.

We exchange and replace damaged products. We only accept refunds in the SOLE CASE where the item is no longer available in stock. Our company commits to refunding 100% of the amount paid by the customer through bank transfer. 

How do I make a return?

If you would like to return the products, please follow return process: 

  1. Email us atthevietpotter@gmail.com with the subject line "Return Request - [Order Number]".
  2. Provide detailed information about shipping tracking code and the reason for return, including photos or videos of damage
  3. We will respond within 3 business days to confirm and guide you through the return process. After a period of 3 business days, we will send an email to confirm whether the issue is due to our error or not and notify you of the return address.

All products returned to us must be in the original packaging. If the original packaging is not available, please pack the item securely using a replacement box. Once we receive them, we will be happy to REPLACE with something of the same value.

You will be responsible for paying for your own shipping costs for returning your item. We will be responsible for paying the shipping costs for sending you the new item. 

PAYMENT METHODS

What payment methods do you accept?

We offer secure payment processing through both PayPal and 2Checkout (Verifone):

1. Through PayPal:

  • PayPal balance
  • Credit/Debit Cards
  • Bank accounts linked to PayPal

2. Through 2Checkout (Verifone):

  • Major credit cards (Visa, MasterCard, American Express)
  • Debit cards
  • International payment methods
  • Digital wallets

Payment Security:

  • All transactions are encrypted using industry-standard SSL technology
  • Payments are processed through secure, PCI-compliant gateways
  • Your financial information is never stored on our servers
  • Transactions appear as "The Viet Potter" or "2Checkout/Verifone" on statements

Payment Verification:

  • Some transactions may require additional security verification
  • International purchases are protected by advanced fraud prevention
  • We monitor all transactions for suspicious activity

PRODUCT CARE

How should I care for my ceramic figurine?

Your The Viet Potter ceramic figurine is crafted from durable Hoang Tho clay, fired at high temperatures to withstand water and outdoor conditions. However, they are still delicate and should be handled with care.

Over time, moss or dirt may accumulate on your figurine, especially in humid environments like terrariums or aquariums, or if used in bonsai pots with frequent watering.

Here's how to clean and care for your ceramic figurine:

  1. Rinse: Gently rinse the figurine with clean water.
  2. Soft Brush: Use a soft brush (an old toothbrush works great!) to gently scrub away any moss or dirt.
  3. Air Dry: Allow the figurine to air dry completely.

Please note: Avoid using any chemicals or abrasive cleaning tools, as these may damage the figurine's surface.

STILL NEED HELP?

Have questions about our product, need help finding the perfect piece, or just want to chat about Vietnamese ceramics? We'd love to help!

Reach out to us at thevietpotter@gmail.com

We can't wait to hear from you!