Frequently Asked Questions

 

A Note From Stonedware™ Company

Hey you, thanks for your interest in our pipes, we appreciate your business. Please reach out, send us pics of your Stonedware pipes in their new home, and don’t hesitate to contact us if you have a question that’s not addressed below. We’d love to hear from you.

Our Return Policy

All pieces are made to order and all sales are final, so we have a No Refunds or Returns Policy.

That said, if you experience any issues, we want to know. Please contact us right away so we can work with you to help find a solution. We do not accept returns once a piece has been delivered. Because of this, we’re able to promise that any piece you buy from us will always be brand new.

If your item arrives damaged (which rarely happens) we will exchange the piece if you do the following:

  • Provide a photo of the damaged piece beside the packaging - the barcode and tracking ID must be visible in the image

  • To qualify for an exchange, email us within 48 hours of receiving the damaged delivery, with the photo at stonedwarecompany@gmail.com

Approximate Measurements of Each Size

  • Small: 1 ½  inches high X 1 ½ inches wide X 3 ¼ inches long

  • Medium: 1 ¾ inches high X 3 inches wide X 3 inches long

  • Large: 1 ½ inches high X 3 ¾ inches wide X 4 ¾ inches long

Materials

Our pipes are made from porcelain and finished using food safe glazes. Stonedware pipes are hand made, so minor artisanal markings are occasionally visible. Consider any mark to be a sign of individuality and authenticity. Each piece is one-of-a-kind, just like you!

Care Instructions

Use rubbing alcohol and kosher salt. Use cotton swabs and rubbing alcohol to clean bowl. Over a sink, plug bowl and carb with fingers, pour rubbing alcohol into mouth piece and add about a 1/4 teaspoon (a pinch) of kosher salt. Cover mouth piece and shake for a few moments and then empty. Repeat until resin is removed. Rinse with warm water and air dry before use. Tada, good as new.

Need a visual? Check out this “how to” step by step video.

Shipping Information

Items are wrapped in tissue and layers of eco-friendly wrap to prevent damage and shipped in a discrete standard cardboard package.

All orders are shipped via USPS and have a tracking number. Orders are currently being shipped out within 1-10 business days of when the order was placed. Orders are shipped Monday-Friday. Please double check your shipping address when you receive your order confirmation as we are NOT responsible for packages that are lost, missing, or delivered to incorrect addresses.

If your package has been marked as delivered, we are not responsible for the missing mail. Often times packages are stolen, picked up by others by mistake, put in your neighbor's mailbox, etc. We are not responsible for this. We highly recommend making sure your package is being delivered to a safe location that you are confident in. If your package was marked as delivered but you don't have it we recommend the following: 
1. Waiting a few days to see if it gets delivered. Often times postal workers mark something as delivered because they forgot to drop it off when they were at your stop. If this is the case, it'll be delivered within 1-2 business days.
2. Ask your neighbors! Often times package are mis-delivered! Especially if you live in an apartment complex.
3. Pop by the post office to see if they're holding it. Sometimes they forget to leave pick-up notices.

Studio Visits

Stonedware does not have a physical retail location, our SE Portland studio is open to visitors by appointment only. Please get in touch here if you’d like to set up a date!

Wholesale

If you’d like to sign up to receive information please fill out this vendor intake form and we’ll send you our wholesale linesheet and terms.