FAQs

Processing Times

Your order will be packaged and dropped off at the post office within 4-5 working days (Monday-Friday) unless otherwise indicated on the listing or for an adoption event. 

Any orders with both made to order and ready to ship items will ship together with the made to order items.

US Shipping

Every creation is shipped from Hei Mao HQ located in Seattle, WA, USA.

Shipping is calculated at checkout unless otherwise noted. We ship via USPS or UPS. If you use a P.O. Box, your item(s) ship via USPS.

For items lost or damaged in transit, please e-mail us with your order # and pictures of the box and damaged pieces, if appropriate. Once we successfully file a claim, we're only able to provide refunds for the items themselves and not postage paid.

International Shipping

Calculated at checkout unless otherwise noted. Shipping for a mug size item is typically around $30.

International shipping is available through USPS First Class International or USPS Priority Mail International. We've found that any other services are cost prohibitive. Please know that if the package is lost or damaged in transit, we are unable to file claims to process a refund for any packages shipped via First Class International.

Customers are responsible for any and all custom fees, import taxes, and VAT. 

Due to covid, USPS and other shipping carriers may have suspensions in place. Please check www.usps.com/international to see if they're shipping to your country. Another shipping option we use is UPS. If you have specific questions about international shipping, feel free to contact us through e-mail. 

Shop Updates

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Ceramics Care & Use

All Hei Mao Studio sculptural creations are decorative unless otherwise noted. A light dusting with a soft cloth is all that should be needed. Matte pieces (especially the color black) will pick up a patina with continued use.

For all functional ware items like mugs, bowls, plates, etc, we highly recommend hand washing for longevity. Please read listings carefully to ensure you understand which pieces are dishwasher/food safe. Hei Mao Studio is not liable for issues that stem from misuse. 

Issues with your order?

Refer to our Refund Policy.

Thank you for your support!