Policies & Care

Already placed an order? Enter your order number and the email address you used to check its status.

Order number

Email address

Track

Or visit our order tracking page for more options.

Each piece is thoughtfully packaged to ensure it arrives in perfect condition. At this time, we ship within Canada only.

Handling time

Orders are typically processed and dispatched within 2–3 business days.

During shop updates, processing times may take a little longer, as many orders come in at once. Please allow around one week for us to prepare and pack your order with care. Delivery times quoted by carriers are estimates and start once your parcel is handed to the carrier.

Shipping rates

Shipping rates are calculated live at checkout for your delivery address and your parcel. You see each delivery option and its price before you pay, and the shipping you choose is added to your order as its own line, so you see the full total, in Canadian dollars, before you go to payment.

Carriers

We buy our shipping labels through Stallion Express, a Canadian shipping service. The carriers and services you can choose from are the ones available for your address at that moment, and the service name is shown at checkout.

Tracking

When your order ships, we email you the carrier and your tracking number. You can also check your order's status at any time under Track Your Order on this page, with your order number and the email address you used at checkout.

Your address

Please check your delivery address carefully before you pay. If a parcel comes back to us because the address was wrong or incomplete, we will contact you. We can send it again once the new shipping cost is paid, or refund the items without the original shipping cost.

Late, lost or damaged parcels

See Returns & Refunds below. If your order has not been delivered within 30 days after the day you placed it, you may cancel it at any time before it is delivered, and we will refund your full payment, including shipping, within 15 days of your notice.

Customs and duties

Because we ship only within Canada, there are no customs duties or brokerage fees on our orders.

All purchases from Yoonearthwork are final. We do not accept returns or exchanges, and we do not give refunds if you change your mind. Each piece is handmade and one of a kind, so please read its description and look closely at its photos before you buy.

This policy does not limit your rights under Ontario's Consumer Protection Act, 2002, Ontario's Sale of Goods Act or any other law. In particular:

Damaged in shipping

Every piece is packed with great care. If your order arrives damaged, please take clear photos and a video of the item and its packaging, and email them with your order number to info@yoonearthwork.ca, ideally within 48 hours of delivery. Telling us quickly helps us sort it out with the carrier, but it does not take away any right the law gives you.

Once we have seen the photos, we will refund the damaged piece and its share of the shipping charge (all of the shipping when everything in the parcel is damaged). Because every piece is one of a kind, we cannot send an identical replacement. Please keep the piece and all of its packaging until we confirm your refund, as the carrier may ask to see them.

Wrong or not as described

If you receive a piece you did not order, or one that is not as described on our site, please email us within 14 days of delivery and we will refund it. If we ask you to send it back, we will pay the return shipping. Slight differences from the photos in colour, shape, size and surface are part of handmade work (see Handmade Variation) and are not a fault.

Lost parcels

If your parcel seems late, or tracking shows it as delivered and you cannot find it, email us and we will look into it with the carrier. If the carrier confirms that your parcel is lost, we will refund your order in full, including shipping. If tracking shows it as delivered, we will help you make a claim with the carrier.

Orders that do not arrive

If your order has not been delivered within 30 days after the day you placed it, you may cancel it at any time before it is delivered. Email info@yoonearthwork.ca and we will refund your full payment, including shipping, within 15 days of your notice.

How refunds are paid

Refunds go back to the card or payment method you used, through our payment provider, Square. Your bank may take a few business days to show the refund.

Questions

Email info@yoonearthwork.ca. We'll do our best to resolve any issue promptly and kindly.

Our products are not only visually stunning but also designed to be functional and durable. To ensure the longevity of your ceramics, it is important to handle them with care and follow our usage guidelines.

Black Clay Items

Our signature black clay pieces are food-safe and dishwasher-safe. Due to the natural iron content in the clay, they do not release any harmful substances when heated; however, they can become excessively hot in the microwave. For this reason, we do not recommend microwave use.

The glazes used in our ceramics are lead-free and food-safe. You can use our products with confidence, knowing that they meet the highest safety standards.

Some of our ceramics have an unglazed exterior, which may show oil markings over time. Please note that this is a natural characteristic of the product and does not affect its safety or functionality.

All of our pottery pieces are wheel-thrown and hand-drawn, making each item truly unique. Slight variations in color, shape, size, and surface details are a natural result of the handmade process and are part of the character of each piece.

Due to this nature of making, the item you receive may not be identical to the product photos, though it will reflect the same design, materials, and overall quality shown. We invite you to appreciate the individuality of your one-of-a-kind piece.

These terms apply to purchases made on the Yoonearthwork website, yoonearthwork.ca. Last updated October 2026.

The seller

Yoonearthwork, a pottery studio in Ottawa, Ontario, Canada. Email info@yoonearthwork.ca.

Our pieces

Every piece is handmade and one of a kind. We describe and photograph each piece as accurately as we can. Slight variations in colour, shape, size and surface are a natural part of handmade work (see Handmade Variation). Care and food-safety details are under Product Care and Lead-Free & Food-Safe.

Prices and tax

All prices are in Canadian dollars. The shop does not charge GST/HST at this time. Before you pay, checkout shows each item, its price, the shipping charge and the total you will pay. There are no other charges, and no customs duties or brokerage fees, because we ship only within Canada.

Payment

Payment is taken on Square's secure checkout page, with the payment methods that page offers, such as credit card, Apple Pay or Google Pay. When you continue to payment, we hold your pieces for 30 minutes. Your order is confirmed once Square tells us the payment went through, and we then email you a confirmation with the details of your order.

Checking your order

Before you go to payment, your cart shows a summary of your order, and you can go back to change your pieces, your address or your shipping choice, or leave without paying. By paying, you accept these terms and the Shipping and Returns & Refunds sections of this page.

Delivery

We ship within Canada only, through carriers booked with Stallion Express, at the price shown at checkout. Handling times and delivery details are under Shipping.

Final sale

All purchases are final. We do not accept returns or exchanges, or give refunds for a change of mind. See Returns & Refunds.

Your rights under the law

Nothing in these terms limits your rights under Ontario's Consumer Protection Act, 2002, Ontario's Sale of Goods Act or any other law. For example, you may cancel an order that has not been delivered within 30 days after the day you placed it, and we will refund your payment within 15 days of your notice. The law also lets you cancel within 7 days of receiving our order confirmation if we did not give you the information it requires before you bought, or did not let you review and accept your order. If a piece arrives damaged or is not as described, see Returns & Refunds. To cancel, email info@yoonearthwork.ca.

Governing law

These terms are governed by the laws of Ontario and the federal laws of Canada that apply there.

Changes

We may update these terms. The version posted when you place your order applies to that order.

This section explains what personal information Yoonearthwork collects through this website, why, who else receives it, and your choices. We follow Canada's Personal Information Protection and Electronic Documents Act (PIPEDA). Last updated October 2026.

Who we are

Yoonearthwork, a pottery studio in Ottawa, Ontario, Canada. The owner of Yoonearthwork is responsible for privacy at the shop. Send privacy questions, requests and complaints to info@yoonearthwork.ca.

What we collect when you order

Your name, email address, phone number and delivery address. We also keep what you ordered, the prices, shipping and totals, the shipping service you chose, and the payment status and payment reference Square sends us.

You pay on Square's secure checkout page. Your card number, expiry date and security code go to Square only. Yoonearthwork never sees or stores them.

What we collect when you contact us

Your name, your email address, the subject if you give one, and your message.

What we use it for

To take payment, prepare and ship your order, send you your order confirmation and other emails about your order, show you your order status, answer your questions, handle problems with an order, prevent fraud and abuse, and keep the business and tax records the law requires. We do not use it for anything else without asking you first.

We do not send marketing emails, and we do not sell, rent or trade your personal information.

Who receives it

We share only what each service needs to do its job for us:

Square (payments): your name and delivery address, and the items and shipping of your order. Square processes your payment, may ask for your contact details on its own page, and may send you a receipt.

Stallion Express (shipping): your name and delivery address, and the items, values and parcel size of your order, to get shipping rates. When we buy your shipping label, Stallion Express also receives the details the label needs, such as your phone number, and the carrier delivering your parcel receives them from Stallion Express.

Our email provider, Namecheap (Private Email): our emails to you, the notices the website sends us about your order or message (which include your name, email address and phone number), and your messages to us are sent and stored through the shop's email account, info@yoonearthwork.ca.

Render (website hosting): our website and its data, including your order and messages, run on Render's servers. Render's network uses Cloudflare, which may carry traffic between your browser and our website.

We may also disclose information when the law requires it.

Information stored outside Canada

Our website and its data are hosted by Render in Ohio, in the United States. Square, Stallion Express, our email provider and Cloudflare may also process information in Canada, the United States or other countries. While your information is in another country, it is subject to that country's laws and may be accessed by its courts, law enforcement and national security authorities. Each of these companies has its own privacy notice, which explains how long it keeps information.

How long we keep it

Order records, including your name, contact details and delivery address, are kept for six years from the end of the tax year they relate to, as the Canada Revenue Agency requires for business records, and then deleted.

Messages sent through the contact form are kept until the matter is closed, and no longer than 12 months after your last message, and then deleted.

Emails in the shop's email account, including our emails to you and the notices about your order or message, are kept as long as the order record or message they belong to, and then deleted.

Our website makes a backup every day, and our hosting provider keeps its own daily copies. After we delete information, it can remain in these backups for a few weeks before they are removed.

Your IP address and our logs

Our website uses your IP address for a short time to limit repeated requests and protect against abuse. It is held only in memory and is not saved with your order or message. Our hosting provider keeps the website's technical logs for a limited time; they can include IP addresses and, when you send us a message, your name and email address.

Cookies and browser storage

Our shop sets one cookie: a random code that keeps the pieces in your cart held for you while you check out. It lasts 24 hours, and our server keeps only a scrambled copy of it.

Your browser also stores, on your device: your cart (the pieces and quantities), a list of our products so pages load faster, a note of your recent order so your cart can be cleared once you have paid, your delivery address if you tick "Save shipping address for next time", and, for one browser tab, the email address you type into Track Your Order. You can clear all of this in your browser's settings at any time.

We use no analytics, advertising or tracking tools, and our pages load nothing from other companies.

How we protect it

We protect personal information with safeguards suited to how sensitive it is: the website uses secure (HTTPS) connections, only the shop owner can sign in to see orders and messages, the sign-in is protected by a password and repeated wrong attempts are locked out, and payment card details never reach our systems. No system is perfectly secure. If a breach creates a real risk of significant harm to you, we will tell you and the Office of the Privacy Commissioner of Canada, as the law requires.

Your rights

You can ask what personal information we hold about you, how we have used it and who we have shared it with, and ask us to correct anything that is wrong. Email info@yoonearthwork.ca. We will answer within 30 days, at no cost to you. We may ask you to confirm who you are first, for example by giving your order number and the email address you used.

Complaints

If you have a concern, please contact us first and we will try to fix it. You can also complain to the Office of the Privacy Commissioner of Canada at www.priv.gc.ca.

Changes

If we change this policy, the new version will be posted here with its date.