FAQ

Sizing

Each piece is handmade with time, care, and love — so slight variations in size and shape are to be expected. Think of them as one-of-a-kind!

Care Instructions

All ceramic pieces are dishwasher and microwave safe. However, we do recommend hand washing and avoid microwaving for the longevity of each piece.

We also recommend avoiding pouring extremely hot liquid into a cool mug, or cold liquid into a very hot mug, as sudden temperature changes can cause thermal shock and lead to cracks. In cooler climate, add a little warm liquid to the mug first before pouring in very hot liquid.

All of our mugs are thermal-shock tested before they leave the studio, but a little extra care helps your handmade pieces stay strong and beautiful for years to come.

Oh No… Sold Out?!

We know, it’s a bummer. So sorry! We’re not taking reservations/preorders at the moment, but you can be the first to know when restocks drop by signing up for our email newsletter or following us on Instagram @Cloud11.studio . We’re working our butt off to make more goodies for you all—thanks so much for your patience and support!

Next Climbing Collection restock expected June/July 2026!

Shipping and Local Pickup

We ship Canada and U.S. with tracking! Shipping within BC is a flat rate of $12, and Canada-wide shipping is $16. For larger orders or rural addresses, an additional shipping fee may apply.

For U.S. orders, shipping is a flat $30. For all other international destinations, please email us for a custom quote and let us know which items you’re interested in.

Local pickup is available at 809 W 41st Ave, Vancouver. If you choose this option, you’ll receive a “Ready for Pickup” email with available time slots and instructions for scheduling your pickup. Please note pick up is by appointment only.

We’ll hold your pickup order for 14 days from the ready date. Due to high demand and limited quantities, uncollected orders may be cancelled and refunded minus a small restocking fee ($5). We’ll also send you a reminder email before the deadline. If you need a bit more time, shoot us a message and we’ll do our best to help!

Shipping Status

We’re so excited to get your package to you! Orders are typically shipped within 1–3 business days. Once you receive your tracking email, please allow up to 48 hours for the courier to update tracking — it can take a little time to appear.

Refund and Exchanges

Each piece is handmade through days of testing, cracking, refining and sometimes crying over cracks. You might notice small differences between mugs that make each one unique. Every mug is carefully tested and inspected before it goes out. We don’t accept returns or exchanges unless the item arrives damaged. If there is any issue with your order, please contact us within 3 days of receiving your package, and we’ll be happy to help you sort it out.

Country/region

FAQ