Billing

When you receive your invoice from Sunset Hill Stoneware, you’ll notice a few different line items listed in addition to the stoneware you ordered. The amount on fees may vary depending on the type of artwork you choose and the shipping carrier and address to which we’re shipping your stoneware.

If you have any other questions about invoicing, contact us online.

After you’ve placed your order, you’ll receive a numbered invoice from our accounting department. This invoice will include your billing and shipping address at the very top for your convenience. Even if you are billing and shipping to the same address, these will be listed separately.

Below the billing and shipping addresses, you’ll find a column labeled “S.O. No.,” which stands for “Sales Order Number” or S.O. Number for short. This number helps us keep track of your order while our potters are creating your stoneware in our shop in Neenah, Wisconsin. Next to the S.O. Number, there’s a column labeled “P.O. No.” This stands for “Purchase Order Number.” The purchase order is a document issued by the buyer to the seller with quantities and pricing. You will likely see the purchase order before we send you the invoice.

To the right of the S.O. and P.O. Numbers is a column labeled “Terms.” This describes the payment terms, which we agreed upon with you when you ordered your stoneware. Typically, you’ll see whether you agreed to pay for your order in full or with a down payment, along with a payment method next to the percentage you paid.

The due date determines when payment for your stoneware is due, along with your customer care representative’s initials on the far right. Our team will have discussed with you when you’ll have to make your payment prior to when we send you this invoice.

On the lower portion of the page, you’ll see an itemized list of every product and service you ordered with their item numbers, a description and the number of products that were ordered and invoiced, along with the price per piece and the total amount owed for each product. In addition to seeing the mugs you ordered, you’ll see pricing included for boxes so your stoneware doesn’t break on its way to you, plus the cost of shipping if you aren’t picking up your mugs.

Finally, at the bottom of the page you’ll see the sales tax, the total and any payments you’ve already made, if applicable. We’ve included an example of an invoice here, but if you have any questions, feel free to contact your customer care specialist at customercare@shstoneware.com or call 800-509-4662.

Typically, Sunset Hill Stoneware ships nationwide and globally through UPS. We will ship by freight upon request. However, if you live in or near our production facility in Neenah, Wisconsin, you can also pick up your order.

If you have any questions about your shipping options, contact us online or call us at 800-509-4662.

When our artisan potters have finished creating all of your custom mugs and they’re all out of the kiln and inspected by our team, we will contact you to let you know your order is ready to be picked up. You’ll receive an email from one of our customer care specialists, at which point you can pick up your order.

You can pick up your mugs from the Sunset Hill Stoneware production facility, located at:

985 Ehlers Rd., Neenah, WI 54956

Find detailed instructions on how to get to our production facility here.

We design our packaging to reduce the risk of breakage of your stoneware during shipping. However, accidents do happen sometimes. If you’ve opened your box of stoneware mugs or steins and found they were damaged, contact our customer care team or 800-509-4662. Please be sure to send a photo of you damaged mugs. From there, our team will be happy to help you regarding damaged stoneware.

After you call us, we’ll discuss options with you to replace your broken stoneware and make sure that they are delivered to your door safely.

Our packaging is specially designed to help protect your stoneware while it’s on its way to you. The custom-designed boxes contain special inserts to keep your mugs from moving around.

However, no packaging is 100% foolproof. Speed bumps and curbs can happen, although we take every care to make sure the mugs are secure in their boxes before they ship. If you open your package and find your stoneware has broken please email customercare@shstoneware.com , contact us online or call us at 800-509-4662. Our dedicated customer care team will be happy to help you.

Sunset Hill Stoneware has shipped custom-made mugs and steins to customers far beyond the United States and Canada. We’ve even shipped mugs to armed forces units stationed as far away as Afghanistan and companies in Singapore.

We would be happy to work with you to send your custom stoneware overseas. To get a quote for shipping and other estimates and get in contact with a member of our customer care team, please contact us for a quote.

After your order is completed and ready to ship to you through UPS, we will provide you with a tracking number so you can follow your order on UPS.com. If you have any questions about your order as it ships, feel free to contact us at customercare@shstoneware.com or 800-509-4662.

If you have any questions, please contact your customer care specialists or for new customers contact customercare@shstoneware.com or 800-509-4662.

We make every effort to make sure you receive exactly the number of stoneware products you ordered, but we produce additional mugs in case anything goes wrong in our production facility. Orders that are within a variance of 10% over or under are considered complete in most cases and are allowed to ship.

If you have any questions about this policy, view our Terms and Conditions,  contact us online or call 800-509-4662.

Because each of our mugs is handmade, a small percentage may not pass our final quality check.  To ensure we can fulfill your full order with the highest-quality pieces, we make a few extras during production.  These additional pieces are called overruns.

Orders with a quantity that is up to 10% over or under your original order are considered complete and will be shipped and invoiced accordingly.  This variance helps us maintain efficiency while still delivering the best possible product.

If you have any questions about this policy, view our Terms and Conditions,  contact us online, or call 800-509-4662.

If you’re ready to see what your artwork would look like on a Sunset Hill Stoneware mug fill out our get pricing form and upload your artwork here.

When submitting your artwork, vector files are recommended. Examples of vector files include SVG, EPS, PDF and .AI files. If possible, please send your artwork in black and white Adobe Illustrator files with your fonts converted to outlines.

If you’ve purchased stoneware before and are ready to place another order, visit your My Account page or call your account specialist at 800-509-4662 to get started on your next order.

To get your Sunset Hill Stoneware mugs and steins in any style or color you want, the minimum order we require is 24 pieces per glaze color. We are able to accommodate orders less than 24 pieces but there will be a $150 small batch order fee applied.

If you have any other questions about our minimum order policy, contact us online.

Sunset Hill Stoneware is one of the fastest pottery producers in the industry. However, our ceramic coffee mugs still take time to make if you want to feel the quality in every sip you take.

The turnaround time for your stoneware can change based on when your order is placed. Standard turnaround time has ranged from 6 to 12 weeks recently. 

If you need your mugs faster than our standard turnaround time offers, we may be able to help.  Sunset Hill Stoneware offers the option to push your order ahead in the production queue.

PIP and Expedited production will be billed with an upcharge if you choose a rush order. Typically, this averages at an additional 35% of the total cost.

Sunset Hill Stoneware’s full product catalog can be viewed on our website. However, we do not provide a print catalog at this time.

For any additional questions about our product catalog, contact us online.

With more than 70 glaze color options available and counting, Sunset Hill Stoneware has something for everyone. Picking the right glazes for your order can seem daunting though, so if you have any questions, be sure to visit our shop page to start your order or call us at 800-509-4662.

Our customer care specialists and graphic design team will be happy to help you find the right color to go with your logo.

Small batch orders are available, but would have an additional $150 setup fee. Please contact customercare@shstoneware.com with inquiries.

Sunset Hill Stoneware is a production pottery. Our orders require a minimum of 24 pieces.  To get started, visit out our Online Shop or call us at 800-509-4662 and a member of our customer care team would be happy to help you. Our hours of operation are M-F 8:00am-5:00pm central.

There are several reasons your Sunset Hill Stoneware mugs look different in person compared to how they look in photos. One of the main factors is variance on the color balances of different computer monitors. In turn, the actual stoneware may look slightly different.

On top of all this, Sunset Hill Stoneware uses a high-quality camera and some minimal photo editing to bring out the most vibrant colors of our stoneware. For example, we like to highlight the subtle hints of blue in our Root Beer family of glazes and accentuate the accents of glazes like our Silvery Night and Galaxy Night.

If you have any questions about your stoneware looking different in person compared to photos we’ve sent you, feel free to contact our customer care team or call us at 800-509-4662 to speak with a customer care specialist.

Just like the rest of the bodies of our stoneware, the medallions on our mugs and steins are made of carefully sourced clay.

On the bottom of every piece of stoneware we create is a special stamp certifying that your mug or stein was created at our production facility in the United States. The stamp is made of specially made potter’s ink. This ink resists fading with age and is applied to the bottom of our mugs before they are put in the kilns.

Sunset Hill Stoneware offers a wide range of different styles of stoneware available from our product catalog and over 70 different glaze colors. Be sure to watch our blog and follow us on Facebook, Instagram and Twitter to see what we’ll think of next.

While Sunset Hill Stoneware products are durable and able to withstand high temperatures, your stoneware could crack if exposed to extreme cold, particularly if there’s a hairline fracture or any moisture inside the mug.

If you have any additional questions about this, contact us online.

Yes. Unlike other stoneware on the market, our microwave, dishwasher, and oven safe products will not degrade, damage or harm your beverage/food, or your safety.

Contact us online if you have any other questions about our product.

Sunset Hill Stoneware’s custom medallions for your coffee mugs, beer steins and kitchenware are made of light-colored natural clay. To get the medallion into the shape of your logo or artwork, we impress the artwork onto the clay using a custom-made die.

If you have any other questions about our products, contact us online.

We can make certain styles that aren’t available in our catalog, for an additional fee. Please contact your customer care representative or for new customers please fill out our Contact form.

Due to the nature of how we glaze our multi-toned mugs, some of the drip lines on the stoneware may run a little deeper than others. The depth of the drip lines depends on the specific glaze color and product you choose.

For example, a muti-tone glaze may have a deeper drip line on a Potbelly mug than it would on a Double Barrel stein, due to the differences in shape between the two styles.

Additionally, we inspect our mugs to ensure that they meet our quality standards, including making sure our multi-tone glazes doesn’t drip too far down the side of the mug. If you have any questions about this, feel free to contact our customer care team at customercare@shstoneware.com.

Sunset Hill Stoneware’s medallions come in either white, natural-colored clay or black (additional fee). However, inside the medallion you also have more options for embellishment, including filling the spaces in the medallion with a different glaze color.

Find out what your logo would look like on these medallions. Start An Order to get started.

Sunset Hill Stoneware’s mugs come in many sizes, and we change the sizes of our clay medallions to adapt whichever style you order. As a rule of thumb, work within a 2-inch diameter if you’re trying to create artwork for your custom stoneware. If you have any questions, contact us or call 800-509-4662.

Because the bottoms of Sunset Hill Stoneware mugs and steins are made of hard clay, there is a misconception that they can scratch surfaces. However, our mugs are sanded on the bottom to give them a smooth finish that won’t easily scratch or snag on most household surfaces.

To purchase your own custom mugs, please visit our Shop Page.

To see the interactive map of businesses that have ordered mugs from Sunset Hill Stoneware, click here.

Our mugs can be found in all 50 American states at everything from schools and universities to breweries to national parks. While it would be difficult for us to say which locations have our mugs in stock at any given time, we provide periodic updates and announcements for upcoming mug releases on our blog, as well as our Facebook, Instagram and Twitter pages.

Like most types of pottery, stoneware is largely made of clay. However, stoneware is stronger and more durable than other types of pottery because it is fired at higher temperatures and is coated in a glaze that improves its hardness.

Because it is fired at temperatures between 2,000°F and 2,370°F, stoneware can be microwaved, washed in the dishwasher or put in the oven without shattering or exploding.

Learn more about what stoneware is and what makes it different from earthenware and porcelain.

Since your Sunset Hill Stoneware products were handcrafted and customized specially for you or your business and are unique, we do not allow returns on customized items.

If you have any questions about our return policy, please contact our customer care team online.

If you’ve opened your box of stoneware mugs or steins and found they were damaged, contact our customer care team online or 800-509-4662. Please be sure to send a photo of you damaged mugs. From there, our team will be happy to help you regarding damaged stoneware.

If you purchased an individual piece from our SHS Collection, please manage your order through Amazon.

Sunset Hill Stoneware is one of the fastest pottery producers in the industry. However, our ceramic coffee mugs still take time to make if you want to feel the quality in every sip you take.

The turnaround time for your stoneware can change based on when your order is placed. Standard turnaround time has ranged from 6 to 12 weeks recently.

If you need your mugs faster than our standard turnaround time offers, we may be able to help.  Sunset Hill Stoneware offers the option to push your order ahead in the production queue.

PIP and Expedited production will be billed with an upcharge if you choose a rush order. Typically, this averages at an additional 35% of the total cost.

We do on occasion offer giveaways/deals on our SHS Collection for individual mugs. Follow us on Facebook, Instagram and Twitter and sign up for email updates on the bottom of our webpage to be notified of our sales on stoneware mugs and steins.

Sunset Hill Stoneware’s production facility is not open to the public for touring.

Sunset Hill Stoneware retains the right to use images of your company’s mugs for our promotional material, including website images and on social media. However, you can opt out of this before you order by letting your customer care representative know.

Sunset Hill Stoneware offers a wide range of different styles of stoneware available from our product catalog and over 70 different glaze colors. Be sure to watch our blog and follow us on Facebook, Instagram and Twitter to see what we’ll think of next.

Sunset Hill Stoneware has created mugs for charitable causes before, including breast cancer research races, fundraisers and more. However, most of these mugs or steins were ordered custom for their causes.

If you would like us to donate products without ordering custom mugs or steins for the occasion, please contact our Marketing Director . We will review the request and get back to you.

All of our handcrafted stoneware is both FDA approved and Proposition 65 compliant, meaning that they do not contain any chemicals known to the State of California to cause cancer, birth defects or other reproductive harm. They are safe for everyday food and beverage use.

If you have any further questions about our product that you can’t find in our FAQ, contact us online.

Sunset Hill Stoneware mugs are FDA compliant because they are 100% lead free from clay to glaze and made with safe, sustainably sourced materials, so you can use them for everyday food and drink consumption.

If you have further questions about our products, feel free to contact us online.

Our mugs are safe to use for eating, drinking and other daily uses. They are 100% lead free from clay to glaze. We are officially FDA and California Prop. 65 compliant.

The best way for you to buy a mug that you saw at an event is to contact the store or event where you saw it. If you still need further assistance, please contact us at customercare@shstoneware.com. We’ll make every effort we can to see if you can still purchase your mug.

Sunset Hill Stoneware products are all handmade, without using molds or slipcasting. Due to the handmade nature of our products, they can vary slightly by size, shape and ounces. However, we inspect our stoneware to make sure it meets our standards. Pieces within a range of 1 oz. are considered acceptable and allowed to ship to you.

If you have any concerns about whether your stoneware is the correct size, contact our customer care team or call 800-509-4662.