Find quick answers to common inquiries below. We have organized our most sought-after information into clear categories to ensure a transparent and seamless shopping experience at The Vase Gallery.
Shipping & Delivery
Q: Where do you ship from and which regions do you serve?
A: All orders are curated and dispatched directly from our facility in Memphis, Tennessee. Currently, we focus exclusively on serving customers within the United States. Please note that we are unable to deliver to P.O. Boxes or military bases (APO/FPO) to ensure the safe and tracked arrival of our fragile artisanal pieces.
Q: How much does shipping cost?
A: We are pleased to offer Free Standard Shipping on orders of $100.00 or more across our entire collection. For orders under $100.00, a standard shipping fee will be calculated at checkout.
Q: When will I receive my order?
A: Your delivery timeline is composed of two phases:
Handling Time: Orders are processed within 1 – 3 Business Days (Monday – Friday).
Transit Time: Once dispatched, shipping typically takes 5 to 8 Business Days depending on your distance from our Memphis hub.
You will receive a tracking number via email as soon as your package is on its way.
Returns & Refunds
Q: What is your return policy?
A: We want you to love your new centerpiece. If you are not completely satisfied, you may return your item within 30 days of delivery. To be eligible, the vase must be in its original, unused condition and in its original protective packaging. We are proud to state that we charge No Restocking Fees.
Q: Who pays for the return shipping?
A: If the return is due to a product quality issue or an error on our part, The Vase Gallery will cover all return shipping costs. However, if the return is due to a change of mind or personal preference, the customer is responsible for the return shipping fees.
Q: How do I initiate a return?
A: To ensure your return is processed correctly, you must first contact us at [email protected] to receive a Return Merchandise Authorization (RMA) and specific shipping instructions. Please do not blindly send items back to the address on the original shipping label, as unauthorized returns cannot be processed.
Artisanship & Quality
Q: Will my vase look exactly like the photo?
A: While we strive for absolute accuracy, many of our pieces are handcrafted or hand-painted. This means slight variations in color intensity, glaze patterns, or minor surface textures are natural characteristics of the artisanal process. Additionally, please account for slight color differences caused by varying monitor settings and lighting conditions.
Q: What should I do if my item arrives damaged?
A: Because we deal with fragile ceramics and glass, we take immense care in packaging. However, if your item is damaged during transit, please contact us at [email protected] within 48 hours of receipt with clear photos of the damage and the packaging. We will prioritize a replacement or a full refund for you.
Orders & Payment
Q: What payment methods do you accept?
A: We accept all major credit cards (Visa, Mastercard, American Express, Discover) for your convenience. All transactions are processed through SSL-encrypted gateways, ensuring your financial data is 100% secure and private.
Q: Can I modify or cancel my order after it is placed?
A: To ensure our handling time, we begin processing orders efficiently. You may request a change or cancellation within 12 hours of placement. Once an order has been processed or shipped, we are unable to intercept it, and the standard return process will apply.
Customer Care & Credentials
If your question wasn’t answered above, our dedicated team in Memphis is ready to help.
