FAQs
Last Updated: August 11, 2026
Welcome to the Mon Valley Ceramic Supply FAQ page. Below you will find answers to common questions about our ceramic product collection, ordering process, U.S. delivery, payments, returns, refunds, and customer support.
For further assistance, contact us at support@monvalleyceramicsupply.com.
About Mon Valley Ceramic Supply
Q. What is Mon Valley Ceramic Supply?
A. Mon Valley Ceramic Supply is a business based in Donora, Pennsylvania, specializing in handcrafted and decorative ceramic home decor, including incense burners, candle holders, decorative bowls, and planters.
Q. Where is your business located?
A. Our business is located at:
439 McKean Ave, Donora, PA 15033, United States
Q. How can I contact Mon Valley Ceramic Supply?
A. You can contact us using the following details:
Email: support@monvalleyceramicsupply.com
Telephone: +1 724-825-0970
Q. What are your customer service hours?
A. Our customer service hours are Monday to Friday.
Online Orders
Q. How do I place an online order?
A. Browse the products available on our website, select any required options, add the products to your cart, and complete your purchase through checkout.
Please review the product details, delivery address, and order total before submitting payment.
Q. Will I receive an order confirmation?
A. Yes. An order confirmation email should be sent to the email address provided during checkout after your order has been successfully placed.
Please check your spam or junk folder if you do not receive the email.
Q. Can I purchase multiple products in one order?
A. Yes. You may purchase multiple available products within a single order, subject to stock availability and any applicable quantity limits.
Q. Can I modify my order after placing it?
A. Please contact us as soon as possible if you need to modify your order.
We will try to assist, but changes cannot be guaranteed after processing, packing, or fulfilment has started.
Q. Can I cancel my order?
A. You may request cancellation within 24 hours of placing your order.
Cancellation cannot be guaranteed once the order has entered processing or has been dispatched. If cancellation is no longer possible, you may need to receive the order and request a return under our Return & Refund Policy.
Q. What is your daily order cut-off time?
A. Our daily online order cut-off time is 5:00 PM (Eastern Time).
Orders received after this time will begin processing on the next available business day.
Shipping and Delivery
Q. Where do you deliver?
A. We currently deliver online orders to valid addresses within the United States.
International shipping is not currently available.
Q. How long does delivery take?
A. Our estimated delivery timeframe is:
- Processing time: 1–2 business days
- Courier transit time: 5–8 business days
- Estimated total delivery time: 6–10 business days
Business days are Monday to Friday, excluding U.S. public holidays.
Delivery times are estimates and may be affected by courier operations, weather conditions, public holidays, seasonal demand, or other circumstances outside our control.
Q. How much does shipping cost?
A. Our standard U.S. shipping charges are:
- Orders of $250 or more: Free Standard Shipping
- Orders below $250: $10.00 Flat Rate Standard Shipping
The qualifying order value is calculated after discounts have been applied and before shipping charges are added.
The applicable shipping charge will be displayed during checkout.
Q. Will I receive tracking information?
A. Tracking information will be provided where supported by the courier or delivery service used for your order.
Tracking details may take a short time to become active after dispatch.
Q. Can I change my delivery address?
A. Please contact us immediately if you need to change your delivery address.
We may be unable to update or redirect the parcel after processing, packing, or dispatch has started.
Q. What happens if I provide an incorrect delivery address?
A. Customers are responsible for entering complete and accurate delivery information.
An incorrect or incomplete address may result in delivery delays, failed delivery attempts, the parcel being returned to us, or additional delivery charges before the order can be resent.
Q. What should I do if tracking shows that my parcel was delivered but I cannot find it?
A. Please check around your property, any nominated safe place, with household members, and with nearby neighbours.
You should also check for a courier delivery notice and contact the courier using the tracking information.
If the parcel still cannot be located, contact us with your order number and tracking details.
Q. What should I do if my parcel arrives damaged?
A. Contact us as soon as possible and provide:
- Your order number
- A description of the damage
- Photographs of the product
- Photographs of the packaging
- A photograph of the delivery label, where available
Please keep the product and all packaging until we have reviewed the issue and provided further instructions. As our products are ceramic, we recommend inspecting your order promptly upon arrival.
Products
Q. What products are currently available online?
A. Our online store focuses on decorative ceramic home goods.
Depending on availability, our collection may include:
- Ceramic incense burners and holders (Backflow Incense Burner, Crescent Moon Incense Holder, Round Incense Burner)
- Ceramic candle holders and lanterns (Crescent Moon Tealight Holder, Cutout Candle Lantern, Lotus Tealight Holder, Backflow Burner with Tealight Holder)
- Decorative ceramic bowls (Elephant Leg, Lotus Flower, Scalloped Footed, Scalloped Pedestal, Wavy Edge)
- Ceramic planters (Crescent Moon Planter)
Our online product range may be updated or expanded over time.
Q. How do I choose the right piece for my space?
A. Consider the size of the space, the intended use (such as incense, candlelight, planting, or general decor), and the overall style you're looking to complement.
Please read the product description, dimensions, materials, and care instructions before purchasing.
Q. Are ceramic products fragile?
A. Yes. Ceramic items can chip, crack, or break if dropped, mishandled, or exposed to sudden temperature changes. Please handle all pieces with care and follow any included care instructions.
Q. Are product dimensions and materials provided?
A. Product pages may include dimensions, materials, features, and care information. Please review all available product details before placing your order.
Q. Will the product look exactly like the photographs?
A. We make reasonable efforts to display products accurately. However, minor differences may occur due to lighting, photography, screen settings, or natural variation in ceramic glaze, texture, and finish, since many of our items are handmade.
Product images are provided for reference purposes.
Q. What does glaze or color variation mean?
A. Because our ceramic pieces are handcrafted, slight differences in glaze tone, texture, or finish may occur between individual pieces, even within the same product listing. These variations are a natural characteristic of ceramic work and are not considered defects.
Payments
Q. What currency is used on your website?
A. All prices are displayed and charged in United States Dollars (USD $) unless otherwise stated.
Q. Which payment methods do you accept?
A. The payment methods available for your order will be displayed during checkout.
Depending on availability, accepted methods may include major debit cards, credit cards, and supported digital payment options.
Q. Is online payment secure?
A. Payments are processed through secure third-party payment providers available during checkout.
Mon Valley Ceramic Supply does not normally receive or store your complete payment card number or card security code.
Q. What should I do if my payment is declined?
A. Please:
- Confirm that your payment details are correct
- Check that your billing address matches your payment account
- Contact your bank or card provider
- Try another available payment method
An order cannot be completed until payment has been successfully authorized.
Returns and Refunds
Q. What is your return period?
A. Eligible products may be returned within 30 days from the delivery date.
You must contact us before returning a product and before the 30-day return period expires.
Q. How do I request a return?
A. Email support@monvalleyceramicsupply.com and provide:
- Your full name
- Your order number
- The product being returned
- The reason for the return
- Photographs if the product is damaged, faulty, or incorrect
Return instructions will be provided after your request has been reviewed.
Q. Can I return a used or damaged-after-delivery item?
A. Items showing signs of use, staining, wax residue, soot, or water damage are generally not eligible for a change-of-mind return, for condition-related reasons.
This does not affect your legal rights if the product arrived faulty, damaged, misdescribed, or incorrectly supplied.
Q. Who pays for return postage?
A. For a change-of-mind return, the customer is normally responsible for return postage.
Where we confirm that a product arrived faulty, damaged, or incorrectly supplied, we may provide a prepaid return method or reimburse reasonable return postage costs.
Q. Do you charge a restocking fee?
A. We do not charge a restocking fee for approved returns.
However, a refund may be reduced where legally permitted if the product has been used, damaged, or returned incomplete.
Q. How long does a refund take?
A. Once an eligible returned product has been received, inspected, and approved, the refund will be processed within 14 business days.
The refund will normally be issued to the original payment method. Your bank or payment provider may require additional time to display the refunded amount in your account.
Q. Do you offer direct exchanges?
A. Where stock is available, we are happy to offer exchanges for items that arrived damaged, defective, or were supplied incorrectly. Please contact our customer support team before returning an item.
Q. Will my original shipping charge be refunded?
A. This depends on the reason for the return and your applicable consumer rights.
The original shipping charge may not be refundable for a voluntary change-of-mind return unless required by law.
Customer Support
Q. What information should I provide when contacting customer support?
A. Please provide:
- Your full name
- Your order number, where applicable
- The product name
- A clear explanation of your question or problem
- Relevant photographs, where applicable
Providing complete information may help us review your enquiry more efficiently.
Q. How quickly will I receive a response?
A. We aim to respond as soon as reasonably possible during our normal customer service hours, generally within 1–2 business days.
Response times may vary during weekends, U.S. public holidays, and periods of high enquiry volume.
Contact Information
Business Name: Mon Valley Ceramic Supply
Business Email: support@monvalleyceramicsupply.com
Business Telephone: +1 724-825-0970
Business Address: 439 McKean Ave, Donora, PA 15033, United States
Online Order Cut-Off Time: 5:00 PM (Eastern Time)