I haven't received an email with my tracking number?

You will receive a shipping email once your order is being prepared for shipment.

Your shipping confirmation with your tracking number may go to spam or promotions tab (for gmail users). If you need help or have questions please contact us.

Can I cancel my order after it has been placed?

Due to the fast-paced business schedule, we have a strict policy in place where we do not accept cancellations after your order has been placed and payment has been authorized.

My package is marked as delivered but I can't find it, what should I do?

We are sorry to hear you are having issues with your delivery! 

One of the best methods we suggest is to contact your local post office. They can track down the postal worker who often times can verify if the package was delivered or not, and may possibly even know where your package could be! 

If your package is not found, please email hello@creoclay.com and we will see what we can do to further help you!

I received the wrong item, how can I get the right one?

We are so sorry for the mix-up on our part and want to get this corrected as quickly as we can for you! 

Please email hello@creoclay.com and we will be able to get you your correct item as soon as possible!

I'm missing part of my order

Oh no! We are so very sorry you might be missing part of your order.

There are several steps taken when we pack and ship orders as to ensure no item is missing from your shipment.

Mistakes on our end do happen from time to time, but the quickest way for us to know what may have happened or is a picture of your package, the contents, and the highlighted invoice we include in each shipment.

In the case of missing items, but the items confirmed on our end to have been sent, we will work with you in coming to a resolution, be it a discount code or a credit to your account.


How long does shipping take?

Shipping times vary. Once your item ships and is in the hands of USPS, delivery can take between 2-5 business days, barring any delays during transit and final delivery.

Please note: We will use the shipping method selected at the time of checkout. If insurance or faster delivery is needed, please select the appropriate options.

How do I track my order?

Tracking is provided with every order once it has been shipped. Please be sure to keep an eye on the email entered in at checkout for shipping notifications and order updates.

Help, I entered the wrong shipping address!

We understand mistakes happen and we will help where we can.

Unfortunately, due to the high amount of orders processed and shipped daily, it may not always be possible to keep up with corrections and mistakes made at the time of checkout.

We are not responsible for any incorrect addresses or additional changes requested to be made to your order after your order has been placed.

Lost, stolen or returned packages

We put a lot of trust and faith into our shipping partners, entrusting them to deliver your order to you in a timely manner.

If your package is lost, stolen, missing contents, or returned, please reach out to us and we will advise on the next best steps.

Please note, we are not responsible for any lost, stolen, missing, or returned packages, but we will do our best to assist you in any way we can. Additionally, we do not reimburse or refund shipping charges for lost, stolen or returned packages.

For returned packages: In order to receive your returned package back to you, a new shipping label must be purchased. Please contact us here.

Do you ship orders internationally?

We do, but at this time, we currently offer limited shipping to select countries, which includes Canada and Australia.

If you are needing to ship to a country we currently do not support shipments to, please visit our Etsy Shop. We also encourage our international customers to find someone in the US that you trust to receive an order for you and make your own international shipping arrangements.

Please note, international orders are subject to customs fees. When you order merchandise from another country, you are required to pay customs to bring that item into the country, it is your country’s sales tax. 

We cannot declare your item as a gift, it is illegal and a federal offense in the United States. International orders may be subject to duties and/or taxes, they are the responsibility of the customer upon delivery as we do not collect them at the time of checkout.

How much is international shipping?

The cost of shipping varies on package weight and final destination. Shipping cost will be calculated at checkout.

Please note: We will use the shipping method selected at the time of checkout. If insurance or faster delivery is needed, please select the appropriate options.

International shipments - are taxes and duties included?

No, we do not collect taxes and duties at the time of checkout. All international orders are subject to duties and local taxes. Please check with your local authorities for current rates and applicable taxes. We can not send items as "gifts".


How do I return an item?

All orders are final and cannot be returned OR exchanged. However, if you have any issues with your order, please contact us at hello@creoclay.com, or use our Chat function.

Can I exchange for a different item?

We do not accept exchanges. Please be sure to double-check that each item in your cart is correct prior to finalizing your purchase.


Can I return items that I bought on sale?


Any purchases made during a sale or with a discount code cannot be returned or exchanged. Sales include but are not limited to online sales, BOGO, flash sales, coupon codes. No exceptions. Once your order has been placed we are unable to cancel it or make any changes to it, so please be sure to double-check your cart before checking out.

When is your next sale

Throughout the year we hold several sales, including surprise deals up, so be sure to follow along with us on Instagram @CreoClay and sign up for our VIP mailing list to be the first to know when the next sale will happen! 

All orders placed during a sale are final and cannot be returned or exchanged.

I missed the sale, can I still take part in it?

Sale codes can only be applied to orders placed within sale hours. Please check back frequently and subscribe to our mailing list to be alerted for any future sales.

Can't find what you're looking for?

We are happy to help! Send us an email and we will be in touch withing 1-3 business days.

Please email us at