FAQ
Do you ship?
Everything for sale on our website can be shipped or picked up in-store. For our in-store items that are not yet online, we are still looking for a safe and affordable shipping option for our more fragile pieces - someone who treats your goodies as good as we would!
Do you offer curbside pickup?
Yes. Free local pick up at 303 Pearl Parkway, Suite 101, San Antonio, Texas 78215
Where is your brick and mortar shop?
We are located in the Historic Pearl property at 303 Pearl Parkway, Suite 101, San Antonio, Texas 78215
Do you ship internationally?
We currently only ship to the US and Canada.
How long does it take for my order to arrive?
We ship USPS with tracking. Your domestic order may take anywhere from 2-5 business days to arrive once it's shipped (we usually ship in 2-3 business days). Transit times are provided by the carrier, and may vary by destination - especially during peak shipping periods. You will receive a tracking number so you can monitor your order's progress. Once we hand the package over to USPS we are not in control of their delays.
Can I return part of my order?
Of course! We want you to be happy with your Rancho Diaz purchase! If the products you selected didn't work out, we will gladly issue a refund for returns received within 14 days of the original purchase date (excluding final sale items). Items must be returned in unused condition in their original packaging. Make sure to ship returns in a secure trackable manner, as damaged or missing returns cannot be accepted. Shipping charges are non-refundable. Return shipping costs are the responsibility of the customer. Please contact us before mailing back your return, so we can give you an RMA#. Or if you're local, you can also make free returns in person at our shop!
I need to cancel or make an adjustment? I gave you the wrong shipping address. Can you change it?
Yes, if you let us know before we hand it off to the carrier! After the package has left our facility, we will be unable to make any changes. If you let us know right away, and we'll do our best! You can call us at 210-670-5509 or contact us. If the package is returned by the carrier, we will be happy to issue a refund for the items, or re-ship to a new address. You will be responsible for the re-ship charges.
Can you add a gift note to my purchase?
Of course! We're happy to include a hand-written gift note. Just let us know in your order notes at checkout.
I never received my order - can you help?
We hate that feeling too. This is why we only ship your packages via trackable methods. Once we hand them off to the carrier, it is unfortunately out of our control – please use your tracking information to have the carrier track down your package. We will also provide any necessary info to the carrier to assist in the shipping insurance claim process. Please let us know as well, it will help us evaluate our choice of shipping company because we want our customers to have a seamless ordering experience.
Ceramics & Fragile Items
Many of our handmade ceramics are crated and driven to our shop directly from the artisans. Due to their fragile nature, we are not yet shipping these items to our customers until we find the right custom shipper who can get these one-of-a-kind works of art crated and shipped to you safely in one piece. Until then you are able to shop these in-person and transport them home in your vehicle (we can help pack them for a car trip, where they'll be treated better than they would via a regular shipper). ;-)
Email us to sign up for notification once our fragile artwork and ceramics are shippable.
We want to hear from you! If you have a question that was not answered here (or just want to say hello), please feel free to get in touch with us! Thanks!
Everything for sale on our website can be shipped or picked up in-store. For our in-store items that are not yet online, we are still looking for a safe and affordable shipping option for our more fragile pieces - someone who treats your goodies as good as we would!
Do you offer curbside pickup?
Yes. Free local pick up at 303 Pearl Parkway, Suite 101, San Antonio, Texas 78215
Where is your brick and mortar shop?
We are located in the Historic Pearl property at 303 Pearl Parkway, Suite 101, San Antonio, Texas 78215
Do you ship internationally?
We currently only ship to the US and Canada.
How long does it take for my order to arrive?
We ship USPS with tracking. Your domestic order may take anywhere from 2-5 business days to arrive once it's shipped (we usually ship in 2-3 business days). Transit times are provided by the carrier, and may vary by destination - especially during peak shipping periods. You will receive a tracking number so you can monitor your order's progress. Once we hand the package over to USPS we are not in control of their delays.
Can I return part of my order?
Of course! We want you to be happy with your Rancho Diaz purchase! If the products you selected didn't work out, we will gladly issue a refund for returns received within 14 days of the original purchase date (excluding final sale items). Items must be returned in unused condition in their original packaging. Make sure to ship returns in a secure trackable manner, as damaged or missing returns cannot be accepted. Shipping charges are non-refundable. Return shipping costs are the responsibility of the customer. Please contact us before mailing back your return, so we can give you an RMA#. Or if you're local, you can also make free returns in person at our shop!
I need to cancel or make an adjustment? I gave you the wrong shipping address. Can you change it?
Yes, if you let us know before we hand it off to the carrier! After the package has left our facility, we will be unable to make any changes. If you let us know right away, and we'll do our best! You can call us at 210-670-5509 or contact us. If the package is returned by the carrier, we will be happy to issue a refund for the items, or re-ship to a new address. You will be responsible for the re-ship charges.
Can you add a gift note to my purchase?
Of course! We're happy to include a hand-written gift note. Just let us know in your order notes at checkout.
I never received my order - can you help?
We hate that feeling too. This is why we only ship your packages via trackable methods. Once we hand them off to the carrier, it is unfortunately out of our control – please use your tracking information to have the carrier track down your package. We will also provide any necessary info to the carrier to assist in the shipping insurance claim process. Please let us know as well, it will help us evaluate our choice of shipping company because we want our customers to have a seamless ordering experience.
Ceramics & Fragile Items
Many of our handmade ceramics are crated and driven to our shop directly from the artisans. Due to their fragile nature, we are not yet shipping these items to our customers until we find the right custom shipper who can get these one-of-a-kind works of art crated and shipped to you safely in one piece. Until then you are able to shop these in-person and transport them home in your vehicle (we can help pack them for a car trip, where they'll be treated better than they would via a regular shipper). ;-)
Email us to sign up for notification once our fragile artwork and ceramics are shippable.
We want to hear from you! If you have a question that was not answered here (or just want to say hello), please feel free to get in touch with us! Thanks!