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Ordering a memorial made with cremation ashes can bring practical questions as well as deeply personal ones. Our Help Desk offers clear answers about choosing a memorial, sending the ashes, artist timelines, unused ashes, family orders, rewards, and the care taken throughout the creation process.
We also understand that some questions are not easily answered by a policy or a few simple instructions. Whether you are concerned about how the ashes are handled, need help speaking with your family, or simply want someone to walk you through the process, our family is here to help.
Find clear answers about sending the ashes, artist timelines, unused ashes, family orders, shipping, and the memorial creation process.
Each artist works from their own studio, so the shipping address depends on the item you choose.
You will find the exact address on the product listing or on the Artists page under “Where to Send the Ashes.”
Meet the artists and view studio informationEach product description specifies exactly how much ash is required to create that item.
Generally, cremation jewelry and small keepsakes require around ¼ teaspoon of ash per item. Paperweights typically require around ½ teaspoon, while extra-large suncatchers may require up to 1 teaspoon.
For reference, ¼ teaspoon of ash is approximately the size of a dime. Please send only the amount requested for each item so unnecessary ashes are not left unused.
Most orders take approximately 4 to 6 weeks to complete, although some memorials and artists may have different timelines.
Each product listing includes the artist’s current estimated completion time. Tracking information will be emailed once your finished memorial ships from the artist’s studio.
The USPS requires cremated remains to be shipped using Priority Mail Express in an official Cremated Remains Shipping Kit.
Yes. Multiple sets of ashes can be combined into one memorial at no additional charge.
You may send the ashes already mixed or keep them separated. Please include a clear written note explaining exactly how you would like the ashes used.
Unless otherwise stated on the artist or product page, unused ashes are held for 90 days. This gives you time to request additional memorials or arrange to have the remaining ashes returned.
If we do not hear from you within 90 days, the remaining ashes may be scattered locally with care and reverence. Scattering locations vary by artist.
The cremation ashes are permanently fused inside the glass during the creation process. They are not loose, stored inside a hollow compartment, or suspended in liquid.
In the rare event that a glass memorial is damaged, the ashes remain bonded within the glass itself and do not spill out separately.
Yes. International shipping is available, although rates vary based on the destination and package requirements.
Select the international shipping option during checkout. Once your memorial is ready, we will email a separate invoice for the exact international shipping cost.
Yes. Families can place multiple full-priced memorials in one order and receive automatic savings when the qualifying order total is reached.
Ordering together can also make it easier to coordinate the ashes, shipping, and memorial selections for everyone involved. No promotional code is required.
View the Family Memorial Savings programSending a loved one’s ashes to an artist is not a small decision. These are thoughtful questions many families have before ordering, and we want you to understand how the ashes are identified, handled, and incorporated into each memorial.
Every order is handled with the same care and respect we would want for our own family. The ashes remain identified with your order while they are in the artist’s studio and are handled only as needed to create your memorial.
Our artists understand that they are not simply working with a material. They have been entrusted with a small and deeply meaningful part of someone’s life.
The easiest way for the artist to identify your package is for the name on the shipment to match the name used when the order was placed. That is the name the artist sees in our order system, so using the same name helps them easily identify which order the package belongs to.
Any photographs, letters, color instructions, or special requests included with the ashes are also kept with the order information. If our staff has any questions about your package or who it belongs to, we will reach out to you directly before moving forward.
Each memorial is created by hand for one specific family order. The artist measures the required amount of ash for your piece and incorporates it during the creation process in a focused studio setting.
Ultimately, this process depends on trust and integrity. It is the same kind of trust families place in a funeral home or crematory when they expect their loved one’s ashes to be handled respectfully and returned to them correctly.
When you send those ashes to Sands of Time, we understand the responsibility you are placing in our hands. We trust that the ashes you send belong to your loved one, and you are trusting us to honor that person by handling them with care and creating the memorial exactly as intended.
Each family order is treated as its own individual project. When a family orders several memorials together, those pieces may be created as one coordinated order, but they remain separate from the work being created for other families.
Our artists use an organized process so separate sets of ashes are not open in the workspace together. This allows each family’s memorials to receive focused attention from preparation through completion.
Your memorial will be created by the individual artist identified on the product listing. Sands of Time is a collective of independent memorial artists, each working from their own studio and offering their own materials, techniques, and artistic style.
The product page also identifies the artist’s estimated timeline, the amount of ash required, and the studio address where the ashes should be sent.
Meet the Sands of Time artistsSands of Time was founded in 2011. Since then, families across the country have trusted our artists to create jewelry, glass memorials, keepsakes, urns, and other handmade tributes containing cremation ashes.
This work is personal to us. The care, communication, and responsibility involved in creating each memorial have shaped the way Sands of Time has operated from the beginning.
Feeling nervous is completely understandable, and you do not have to handle this part alone. A close friend or family member may be able to help you place the required amount into the shipping bags.
You may also ask the funeral home that handled the cremation for assistance. Funeral-home staff are generally familiar with separating a small keepsake amount of ashes and may be willing to help package or ship them on your behalf.
Our family is also available to explain the process and answer questions before anything is mailed.
Contact Sands of TimeOur Sand Dollar Rewards program allows registered customers to earn points toward future memorial purchases and special rewards.
Registered customers earn one Sand Dollar for every eligible dollar spent on full-priced memorials.
New customers receive 100 Sand Dollars when they create a Sands of Time customer account.
Your account may include meaningful reward options such as Comfort Stones, Heaven Drops, and savings toward future memorials.
Talking with family members about creating memorials can feel emotional, especially when everyone is grieving differently or may have different ideas about what feels meaningful. To make the conversation a little easier, we created a message you can copy, personalize, and share with your family.
The message introduces Sands of Time, explains the option to place memorial orders together, and gives everyone space to explore the collection at their own pace without feeling pressured to make a decision.
A Helpful Family Planning Tool
Memorial Planning Notes gives you one private place to organize each family member’s selections, colors, sizes, quantities, notes, and questions while everyone works through the planning process together.
Explore memorial styles, learn more about our artists and process, or find helpful information for the next step in your family’s journey. Select any section of the Discovery Wheel to continue.
Group Discounts
No promo codes needed. As your order total grows, your discount is applied automatically.
Off orders over $300
Off orders over $600
Off orders over $1,200