FAQ

You've got questions, we've got answers.

Here you can find answers to all (or MOST) of your burning questions about Deneen Pottery and our handmade stoneware!

Can I put this mug in the dishwasher?

YES! All stoneware is lead free and food safe. We fire our kiln to 2100 degrees so each piece is durable and safe for the microwave, dishwasher, oven and freezer. Each order will come with mug cards that explain mug care and the handmade origins of the mug.

Tell me more about the nature of handmade pottery.

Each mug that we make is touched by over 24 pairs of hands at our studio in St. Paul. Although amazingly similar because of the unique handmade origins, no two mugs are exactly alike. Since all of our pottery is made by hand, at times there will be slight variations in size, capacity, color and glaze consistency. From the throwing rings on the inside to the marbling on the outside, these beauty marks are a true testament to the art of handmade stoneware.

I am so excited for my first order. How long will the process take?

We love making mugs just for you. Once we receive your design work, we add you to our art wait list. You will typically receive an art proof in 2-3 weeks. Production on the order will not begin until both the design and mug order are approved and the prepayment is received. Mug production averages around 10-12 weeks.

I have a leaky mug. What can I do?

Our stoneware is very durable but not unbreakable. When force comes in contact with stoneware it can cause it to break or crack and as a result the integrity (and liquid profess) will be compromised. The crack might be as unnoticeable as a hairline but the leaking liquid will be easy to spot. At this point your mug will need to be relegated to a desk duty where it can still hold pencils and pens. Some of our retailers, on occasion, have been known to offer a discount on a future purchase so our advice would be to reach out to us and see what can be done.

We apologize for this current situation - if you’d like to have us send you a random sample so you can continue to drink from an original Deneen Pottery mug just send us your shipping address.

Does your company make donations?

The Deneen family loves making charitable donations. Each year at their 4QTR board meeting they review the candidates who received donations from the previous year and discuss what organization they will work with in the coming year. If you have any information you could send I will be sure to pass it along to them.

How do I pay for my mugs?

First time orders are pre-pay. Following orders are charged when shipped. We prefer credit card payment and your card number to be attached to your account.

How much should I charge for my mug?

The suggesed retail price is anywhere between $19.95 and $29.95.

When should I re-order and how do I go about that?

We highly recommend placing a re-order as soon as the thought pops into your head. Our production lead time does fluctuate and we suggest placing orders 8 - 10 weeks in advance. To place re-orders, you can either email your customer service specialist or give us a call at 1-888-646-0238. For re-orders, you are welcome to change style and color.

My invoice indicates that I am missing one or two items?

Due to the nature of the firing process, all orders come with a 10% underrun which will not be remade except by your request. We want all the stoneware we send you to be the highest quality so we will not send nor will you be billed for mugs that do not pass our inspection.

One of my mugs arrived broken, what do I do?

There are instructions on your packing slip indicating the steps to take in order to make a claim with FedEx. No returns will be accepted without approval from Deneen Pottery. If you have any questions, give us a call.

What about shipping?

Most orders are shipped using FedEx, and shipping costs with FedEx average just over $1 per mug. Shipping time is between 1-5 business days depending on your location. Orders shipping to Alaska, Hawaii or internationally will be shipped using USPS. Ask your customer service specialist for a quote on orders shipping via USPS.

Which box is better? Can I ship using a heavy weight box?

Both of our gift boxes are great but are for presentation only. Uline makes a shipping box that is 6x6x6 and will fit our mugs to ship individually.

It looks like our mugs are shipping to MN and not to our address. Can you please check on this for us?

Sorry for any confusion. It looks like the tracking information in the email you received has both addresses listed next to each other. The shipping address is in all capital letters and it is going to City Name and State. I've also attached a screen shot of the FedEx tracking info below.

Can you match a specific color for the glaze on the mugs I am ordering?

Sorry, we cannot guarantee a perfect color match with our glazes due to the limited amount of glaze colors we have as well as the variation in the way our glazes can look on the final product due to the forces of mother nature.

Can you do a digital mock-up of my artwork on a specific color and style of mug?

Unfortunately we do not do digital mockups of our mugs. There are many variables in creating the real mugs and digital mockups are unable to translate the quality, color and realism of the final product.

If you have a question that you'd like answered here is the place to submit it! info@deneenpottery.com.

READY TO ORDER MUGS?

Call us now at 1-888-646-0238

or - Request a catalog

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