Chelle

How do I get started?
​
Step 1: Customize your memorials right here on our website. Click here to get started. ​

Step 2: After placing your order, you will receive a confirmation email with instructions on how to properly package and ship the ashes (or other memorial material). You can also find visual instructions at the bottom of this page. 

​Step 3: Sit back and relax, knowing your loved one is in caring hands.

How much of the ashes are required, and where do I send them?

When ordering from multiple artists, please send 1 tbsp. of ashes to each corresponding artist.

How do I know which artists are making my order?
Each item description states which artist makes that particular item. See photo example at the bottom of this page. 

Artist: Chris S. 
P.O. Box 520771
Independence Missouri,
64052

Artist: Dee K. 
c/o Sands of Time
1305 Harrison Drive
Clinton, IA
52732

Artist: Silvia E. 
Sylvia will send you a collection kit within 1 business day

Artist: Ashley L.- Fingerprints images and audio files can be emailed to: rootsglass@hotmail.com. Ashes can be mailed to
Ashley L.
c/o Sands of Time
PO Box 1358
Mars Hill, NC
28754​

Artist: (Nate) Nathan M. 
​c/o Sands of Time
480 Eaton Rd.
Conway, New Hampshire
03818

Artist: Anna B. 
c/o Sands of Time
6309 Carl Shepard Dr
Ruskin, Florida 
33570

Artist Robert K.
c/o Sands of Time   
17272 Salmon Mine Rd. 
Nevada City, CA
95959

Artist Joele W.
c/o Sands of Time
11750 Ramsey rd.
Gold Hill, OR
97525

Artist Ryan H.
c/o Sands of Time
102 Richwood Rd
Mullica Hill, NJ
08062

Artist Johan R.
c/o Sands of Time
553 Hayward Ave N
Suite 200
Oakdale, MN 55128

Artist Rachael H.
c/o Sands of Time
PO Box 520771
Independence, Missouri
64052

Artist Dennis Y.
c/o Sands of Time
170 county road 793
Etowah, Tn.
37331

Artist Kate M.
c/o Sands of Time
111 Hibiscus Dr.
Burlington, NJ
08016

Artist Dezaree S.
c/o Sands of Time
1794 Killarn Circle
Middleburg, FL
32068

Artist Bryan R.
c/o Sands of Time
PO Box 289
Cataumet, MA
02534

Artist Chelle J.
6807 Village Square Dr.
Hazelwood, MO
63042

​
​How do I open an Urn? 
​Opening an Urn depends on the design of the container. Often times there are screws or "feet" on the bottom of the Urn that come off, and a removable metal plate that allows access into the vessel. If you're unable to open the Urn yourself (physically or emotionally), we suggest inquiring with your local Funeral Home to assist you in retrieving a bit of the cremains.   ​

How do you get the color inside with the ashes?
First, we mix the ashes with tiny granules of colored glass (your choice of color). Then we encase the mixture in a heavy layer of clear glass using a scientific glass making technique called 'Imploding'. The ashes generally appear as white, bubbly frost throughout the artwork. Due to the glass making process, exact shape, size, and color cannot be guaranteed.

*IMPORTANT-- We completely understand the emotional difficulty of handling your loved one's ashes. However, in rare cases some folks have waited over a year before sending their packaged cremains. If we do not receive your package within 4 weeks of receiving the order, your order will be moved to the back of the line so we may continue moving forward with current orders. Thank you for understanding. 

Do you ship internationally?
Yes! When shipping our memorials internationally, the cost is generally between $15-$35 USD depending on weight and destination. When placing your order, please select the international shipping option. We will contact you for your international shipping payment via email after your order has been created by our artist. Questions about international shipping? Email us @ rootsglass@hotmail.com. 

How long does it take to complete an order?
Below is a list of our artists current estimated timeframes. Due to the high volume of orders we receive during the holidays, completion times are estimated and cannot be guaranteed. Rush orders may be determined on a case-by-case basis. 

*Please note we have been experiencing a much higher order volume since the Covid-19 pandemic began. All orders are made in the order in which they are received. When ordering from multiple artists, your packages will arrive individually from each artist. Please try to order your Christmas gifts as early as possible to ensure they arrive on time for the holiday as Christmas orders cannot be rushed. 

​Dennis: 1-2 weeks 
Ryan: 1-3 weeks
​Rachael: 2-3 weeks
​Bryan: 2-3 weeks
Kate: 3-4 weeks
Nate: 3-4 weeks
Robert: 3-4 weeks
Dezaree: 3-4 weeks
Dee: 3-4 weeks
Chelle: 3-6 weeks
Silvia: 4-6 weeks
Johan: 6-8 weeks
Ashley: 6-8 weeks
​Joele: 8-10 weeks
​Anna: 12-14 weeks
Chris: 12-14 weeks

What is your cancellation policy?
We offer full refunds if an order is canceled within 24 hrs.
If an order is cancelled within 7 days of the order date, there is a 20% cancellation fee.
If an order is cancelled after 7 days, the following options are available:

1: We can create the items you ordered without using the ashes.
2: We can email you a Gift Certificate code for the full amount paid. This can be used towards any future order placed on our website.
3: Pay it Forward! We will offer your item(s) to another family suffering the loss of a loved one at no cost to them.

What will happen to the unused portion of the ashes? 
​If you would like the unused portion of the ashes returned, please let us know in the comments section of your order. The US Post Office requires cremated ashes be sent Priority Express Mail. To purchase Priority Express shipping to have the unused portion of ashes returned after your order is complete, ​please click here. If you're ordering from artist Chris Santora, your ashes will be safely stored at his studio for future orders. All other artists are instructed to hold the ashes up to 3 months before scattering them locally unless instructed otherwise from the buyer.

Can you use more than 1 set of ashes to make a single piece?
​Absolutely. We can use up to 2 sets of ashes to make a single memorial item. 

​What is your return policy?
Due to the custom and intimate nature of our Cremation Memorials, we are unable to accept returns. In the rare event that you are discontent with your order, please let us know and we will do our best to alleviate the issue.

Is there a payment program?
Yes! You can now make payments for your memorial items! Payments should be made over the phone in (preferably) $25+ increments over the course of 1 year. We're hoping this effort will further extend our reach to those in need of our services. These payments are refundable ONLY in the form of a Gift Certificate credited for the total amount paid. Call now to place your order: 816-612-6961.

How do I properly mail cremated remains via USPS?
All cremated remains are permitted to be mailed when the following conditions are met:

1) The package is sent via Priority Mail Express.

2) The identity of the contents (“cremated remains”) should be marked on the address side of the parcel.

3) Ashes should be mailed in doubled (2) zip-lock bags. This ensures that the remains won’t escape from their containers and cause damage, discomfort, destruction, or soiling.

4) ​Please clearly write YOUR FULL name (not the name of the deceased) and telephone number in permanent marker on the actual zip-lock bag so our staff can easily identify your package.

5) Optional: A photograph and letter about your loved one! We would love to know about their life, personality, character etc. Whatever you feel like sharing, we want to hear about it :)   

Each item description shows the name of the artist

Example of Properly Sealed and Labeled Bag

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