Terms and Conditions

1. Our Commitment to You

Each memorial we create is handcrafted with care, intention, and deep respect for your loved one. Because we use traditional glassblowing and lampworking techniques — combined with cremation ash — every piece is as unique as the life it represents.

Please know that slight variations in color, shape, and size are a natural part of the handmade process. These differences are not considered imperfections but rather a testament to the individuality of every memorial. We do our very best to stay true to the style and palette you’ve selected, while allowing the glass to form organically, as it’s meant to.

2. Return Policy

30-Day Breakage Protection Guarantee

Sands of Time offers a 30-day Breakage Protection Guarantee to address rare instances where a memorial experiences cracking or breakage related to the glass itself.

If your memorial arrives and, upon careful unpacking, you notice:

• A chip
• A crack
• Or other structural breakage in the glass

please contact us within 30 days of delivery and include clear photographs of the issue. In these cases, we will assess the piece and, when appropriate, offer a repair or remake at no additional cost.

This guarantee applies to issues related to the glass or craftsmanship and is intended as an added layer of care and reassurance.

Shipping Damage & Carrier Responsibility

We take great care in packaging all memorials securely. However, once a package is in the hands of the shipping carrier, we are not responsible for loss, theft, or damage caused during transit, including crushed boxes or visibly damaged packaging.

If your package arrives with clear external damage, we recommend documenting the condition immediately and contacting the shipping carrier directly, as these situations fall under carrier liability.

Shipping-related damage is not automatically covered under our Breakage Protection Guarantee.

What This Guarantee Does Not Cover

Our Breakage Protection Guarantee does not apply to:

• Damage caused by shipping carriers or mishandling during transit
• Color, size, shape, or artistic variation
• Natural differences inherent to handmade glass
• Normal wear over time or intentional misuse

Each memorial is handmade, and subtle variation is a natural part of the process.

When a Remake Is Appropriate

A remake may be offered when:

• The breakage is determined to be related to the glass itself or craftsmanship
• The damage is discovered upon careful unpacking or within 30 days of delivery
• The piece cannot be safely repaired

When possible, unused ash from your original order will be used. If additional material is required, we will contact you before proceeding.

3. Cancellation Policy

We understand that circumstances can change. If you need to cancel your order:

• We offer full refunds if an order is canceled within 24 hrs.
• If an order is canceled within 3 days of the order date, there is a 50% cancellation fee.

If an order is canceled after 3 days, the following options are available:

• We can create the items you ordered without using the ashes.
• We can put your order on hold indefinitely. Whether it’s 2 weeks or 2 years, we’re ready to fulfill your order.
• Pay it Forward! We will offer your memorials to a destitute family suffering the loss of a loved one at no cost to them.

4. Production & Shipping Timeline

Memorials are made in the order in which they are received. If your order includes items from more than one artist, they will ship separately from each artist’s studio.

Please allow extra time for custom work or during the holidays.

Christmas orders cannot be rushed — thank you for ordering early.

Estimated turnaround times are listed on each artist’s page and may vary slightly.

5. Peace of Mind Promise

We recognize the trust you’re placing in us — and we don’t take that lightly. Every memorial is created with the same care we’d want for our own loved ones. We are artists, yes, but also humans who understand the tenderness of this work.

If you have any questions before or after placing your order, we’re just a phone call or email away. We’re honored to walk alongside you in this part of your journey.