Shipping policy

We ship our products to the U.S. and Canada. Our E-commerce shop does not currently accept international orders. Please use international forwarding companies to handle your orders if you are located outside the U.S. and Canada. Customers will be responsible for all customs and duties for orders being shipped outside of the U.S.

Due to geographic restrictions, we will not be able to ship Timemore products to Canada.

United States

Our default shipping method is USPS first-class mail within the U.S. for one single product order that does not exceed 6 x 6 cubic inches in size.

For products exceeding the aforementioned size, we ship using UPS Ground unless otherwise requested.

Canada

We use UPS Standard Ground or USPS First-Class Mail International depending on the delivery location. You can request your preferred carrier at checkout.

Puerto Rico

We use USPS for shipping orders to Puerto Rico regardless of box size.

After your order has been shipped, an automatically generated email will be sent to you via our shipping system. If you have not received this email or any other form of electronic communication within 2 days of your order being placed, please contact us to check that we have your correct email address on file.

Don't worry. Contact us immediately (we ship before 3 p.m. each day) so we can correct the address before we make the shipment.

If the address you provide is incomplete and any parcels we send are returned to us, you will just need to contact us, provide the correct address and pay a small shipping fee. We will then redirect your package back to you. We want to sure you receive your products!

However, we regret that we cannot be responsible for parcels lost due to incorrect or incomplete addresses. So please do try to doublecheck your information before you send in your order form.

All orders are shipped within 24-48 business hours after the order is placed, using USPS or FedEx to continental U.S. from our Houston location. Please expect delivery at least between 5-7 days for parcels shipped with USPS priority mail (1-3 days) due to processing and distance.

Due to COVID-19, continental shipments might experience shipping delay up to 1 week. Other shipments including international orders and orders to Puerto Rico are also affected. 

Yes - we can expedite orders. You can request a faster shipping method at checkout. Please note that our weekend shipping ends Saturday morning, 10 a.m. Central Time. Any order placed after 10 a.m. Central Time on Saturday mornings will not be picked up by our mail carrier and will be shipped on the following Monday.

Product Quality

We stand by the quality of the products we distribute.

Unlike many dropship facilities, we ship our products directly from our SLOW POUR warehouse. This process is done by our team and each product is checked for quality and alignment. Our pitcher alignment tolerance is 0-2mm. We do not ship any items that fall outside of this alignment target.

All other products including ceramic and porcelain products are also QC-ed prior to shipping to ensure they have no damage.

Product Care

How should I take care of my product?

PITCHERS and KETTLES
Pitchers and kettles are not dishwasher or stovetop safe. Please avoid getting water on the wooden parts.

Also, please note that with use there comes natural wear and tear. However, you can extend your product’s durability by following the steps listed below:

To clean your product, use warm water and a small amount of dish soap, and air dry or wipe with a towel. It is recommended that you rinse and wipe the item dry after every use.

STTOKE Cups

STTOKE cups are double-walled and are not suitable for the extreme drying heat generated by dishwashers. We recommend handwashing your STTOKE cups after use.

ORIGAMI DRIPPERS

Origami Drippers are made using high-density porcelain clay fired at 1300ºC for 12 hours and are very durable and have heat-bearing properties. However, the wooden dripper holders are not dishwasher safe and should avoid prolonged contact with water. Resin (AS) Dripper is made with thermal-resistant materials and is dishwasher safe.

Returns and exchanges

Please check your items prior to usage. We cannot issue refund for used items. This is to guarantee all products shipped from the SLOW POUR warehouse are in unused conditions.

Conditions eligible for refund

Under the following conditions that items can be refunded and/or returned:

1/ Wrong item was shipped

2/ Physical fault in product and reported within 10 days in unused condition

3/ Item was out of stock

Damage to items due to wear and tear is not eligible for refund.

If an item needs to be returned, please reach out to us ASAP. You can contact us at support@slowpoursupply.co.

Return are accepted within 14 days of delivery, so please check your pitchers immediately after they are received. Only unused items with all original packaging will be accepted. We will issue a shipping label for you for your convenience; however, customers are responsible for the cost of all return shipments.

Returned items must be unused and in original packaging. Any signs of wear and tear will void the credit policy and items will not be credited.

Credit will be issued after returned items are inspected and are found to be in unused and in perfect condition.

A refund for the cost of the product will be credited back to your payment method.

Damaged During Shipping Process

As much as we'd love to have our own shipping fleet, SLOW POUR still depends on third-party carriers to bring our products to you! For this reason, please read the following policy if any products are received in damaged condition.

We ship items using third-party carriers (FedEx/UPS/USPS) in heavyweight mailing boxes. Please examine your items upon receipt for any discrepancies and contact us ASAP when signs of damage are observed. Please save all original shipping cartons with shipping labels and all packaging materials for carrier inspection.

Claims for damaged goods

We are very sorry to hear about the damaged package. We hope this information below can assist your claiming process:

We are always disappointed in the rare instances when we hear about a damaged package. We hope this information below can assist you in your claims process:

Claims for damage during the shipping process should be made to your carrier. We will be able to provide digital receipts for proof of cost.

Here are some links to provide you with resources you need:

UPS Damage Claim

USPS Damage Claim

FedEx Damage Claim

If you have questions, please feel free to contact us.