MEC Shipping, Warranty, Returns & Business Policy
Emails and other Correspondence:
Emails and phone calls will be returned mostly within 1 business day, sometimes in 2 business days. The fastest way to get an answer to your question may be to type your question or a few words about your question on the search box that can be found at the bottom of any page on our website. The website is extensive and is like an encyclopedia to pure-clay cooking. You might find your answer here immediately!
Orders take up to 1- 5 business days to ship out. Domestic orders ship UPS Ground and should reach their destinations in 3-5 business days.
We Ship International too!
International orders ship USPS Priority Mail and reach the destination country within 6-10 business days. On international orders, note that we only charge a minimum flat rate, any country specific taxes and customs charges are the responsibility of the customer.
Please note: In order to ensure they don’t come in contact with any chemicals and/or toxic contaminants, all our products are individually handmade and unglazed. There may be some natural imperfections/blemishes that are unique to each pot. Any item will be replaced if the pot or pan is dysfunctional, because of the imperfection.
Damaged Shipments & Replacements:
For Domestic Shipments: In the unfortunate and unlikely event of your shipment reaching you damaged/cracked, please contact us within 7 days and we will send a replacement right away. We’ll work on the damage claim with the shipper; a postal inspector may come by to take a look at the shipment, so please retain the packing materials and damaged items for inspection for two weeks. You don’t have to ship the damaged item back to us.
For International Shipments: Because of the high shipping cost to international destinations we have to wait for the claim to be approved before sending the replacement. If you need it sooner, we can send you the items at our expense, if you can cover shipping.
For APO/DPO/AE Shipments: If you’re item has reached your damaged, you must file a claim with the post office that delivered the package. Once the claim is approved, you can purchase the replacement from us. Please feel free to contact us with any documents you may need in reference to the claim.
There are many uses for a 100% non-toxic pot in a healthy kitchen (unless off course it’s totally damaged). Here you can find some ideas on how you can “heal” a crack and use the pot. And/or other things you can do with the pot: What can I do with my damaged pot?
Cracks may happen because of repeated exposure to uneven heat from the stove. While most stoves spread heat evenly and using a diffuser takes care of the issue with others, there may be stoves that still disperse heat unevenly even with a diffuser. If your pot/pan happens to crack within the 1st year, you can get a replacement for 50% off, and $22.00 flat rate for domestic shipping and actual cost of shipping for international shipments . If this were to happen in the next two years (after the 1st year) you can get a replacement at 25% off (same shipping charges).
Always use with a heat diffuser on electric stoves (coil or glass/ceramic cook-tops).
Returns & Refunds:
If for some reason you are dissatisfied with your purchase, please call or email us and we will do everything we can to resolve the issue.
If you want to return your items, you can do so with unused items up to 18 days from date of delivery. If you do choose to return the pots, we request that you pack them well. Return shipment is paid for by customer. There is a 10% restocking fee on all returned items.
Please Note: Any items on sale are final sales. Any damaged item is automatically non-refundable. We recommend that you get damage insurance in case of damage due to bad handling during transit. Discontinued items are non-refundable.
We do not accept returns/refunds on used items, as they cannot be resold. But we are committed to helping you all the way to resolve any issues you might have with the pot, even if it is because of oversight, accidental misuse, and give useful suggestions if issue is caused because of stove incompatibilities (extremely rare).
Have a coupon code, please enter it on the checkout page and you’ll get the credit for your coupon on the totals. If you’re having issues using your coupon code email us and we will get back to you right away.
Broke any part of your MEC pot or pan? Buy replacements from here: