Shipping, Warranty, Purchase Terms & Conditions

Emails and Other Correspondence:

Emails and phone calls will be returned mostly within 1 business day (rarely, it may take up to 4-5 business days for a response, if the office is extremely busy). Our business hours are currently from Monday through Thursday, 9am to 5pm. Please allow additional time for response on weekends and on holidays. 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 you may find your answer there immediately.

Shipping:

Orders take up to 1- 5 business days to ship out.  Domestic orders ship via UPS Ground* and should reach their destinations in 3-5 business days.

We Ship International too!

International orders ship UPS International shipping and reach our customers in 3-7 days.

*Delivery changes after an order has been placed may incur additional charges.

A Note on Aesthetic Imperfections:

Miriam’s Earthen Cookware (MEC) is made from the purest primary clay without the use of any chemicals and or toxic contaminants. All our products are individually handmade without using glaze, as well. There may be some natural imperfections that are unique to each pot and lid. The pot, pan or lid is not dysfunctional in anyway because of these surface imperfections. Because of the thorough burnishing these imperfections are not easily noticeable after seasoning and cooking.  The imperfections in the ‘Alternate’ or ‘Discount line’ items are more obvious and pronounced than the Regular line.

Purchasing From the Alternate Line:

When you purchase from the Alternate line, you agree that you have read the information on the Alternate Line Products Page and are aware that these items have some surface imperfections, which is why you are getting them at a discount from the retail price on the “Regular” line. These imperfections will not interfere with the functioning of the pots/pans. We cannot issue a refund because of these imperfections. For returns on these items, just like for returns on items from the Regular Line, the customer pays for return shipping and the 10% restocking fee.

Damaged Shipments & Replacements:

For Domestic Shipments: In the unfortunate and unlikely event of your shipment reaching you damaged/cracked, please contact us within 14 days from the time you received the items. Email us 1 or 2 pictures showing the damaged item, the packaging, the name on the order, and order number. 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 your item has reached you 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 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?

Warranty:

Cracks may happen in use because of repeated exposure to high & uneven heat. 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 60% 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 year (after the 1st year) you can get a replacement at 50% off (same shipping charges). This warranty is not applicable if damage happens due to accidental misuse.

To avoid cracks, cook only between low and medium-low heat settings. Don’t increase to medium or high heat. All food cook in just about the same time on these lower heat settings. Always use with a heat diffuser on electric stoves (coil or glass/ceramic cook-tops).

Before contacting us for a replacement, please try to ‘heal’ the crack by following these steps.  Having tried this, if the crack does not heal, please complete this form to request a replacement.

On your correspondence please let us know if you need the pot/pan, or lid replaced and send measurements. Please use this guide to send the measurements: If the lid is broken, measure the diameter of the lid’s seat on the pot. In other words the diameter of the grove for the lid on the pot. If your pot is broken, measure the full diameter of the lid.

We need these measurements as each item is individually hand crafted and may vary slightly.  Once we receive an email with these measurements we can send you the replacement asap.

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 just the way they arrived, using all of the original packaging. Please use additional packaging for cushioning, if needed. Return shipment is paid for by customer.  There is a 15% restocking fee on all returned items.

Please Note: Any items on sale are final sales. Return shipments need to be insured by sender as we cannot issue a refund on items if they come back to us damaged.

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).

For any refunds or order cancellations, we will need to deduct a processing fee (3.8% of order) from the refunded/cancelled amount.

Coupon Codes:

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.


Replacement Products:

Broke any part of your MEC pot or pan? Buy replacements from here:

Replacements for Pots

Replacements for Pans

Replacements for Pot/Pan Lids