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Customer Agreement

PLEASE READ THE FOLLOWING TERMS & CONDITIONS CAREFULLY BEFORE PLACING YOUR ORDER:

This Customer Agreement is between you and Grateful Glass, LLC., and contains the terms and conditions under which you may make purchases from this site. All users of this site agree the purchase of Grateful Glass keepsakes, is subject to the following terms and conditions, and all applicable law. By making purchases from Grateful Glass, you agree to be legally bound by these terms and conditions. If you do not agree to these terms and conditions, please do not attempt to purchase from Grateful Glass, LLC. 

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ORDER CANCELLATION POLICY

Orders may only be cancelled prior to Grateful Glass creating your keepsake. All order cancellations require prior authorization by Grateful Glass. If you wish to cancel your order, you will remain responsible for all associated shipping costs both to and from Grateful Glass, as well as the costs associated with the collection kit if you have received one.

RETURN/REFUND POLICY

Due to the extreme custom nature of Grateful Glass keepsakes, no returns or refunds shall be accepted once Grateful Glass has created your keepsake. Please note, because our keepsakes are crafted entirely by hand, variations in color, design, and finish may exist. 

PRODUCTION TIME

Once Grateful Glass receives your “collection kit”, your memorial keepsake will then be made to order within 30 business days. Please keep in mind, our keepsakes are crafted entirely by hand and occasionally turnaround times may be longer than expected particularly during the holidays. Contact us at any time for a status update on your order.

VARIATIONS OF MATERIALS

Grateful Glass creates one-of-a-kind glass keepsakes that are entirely handcrafted. We strive to create a consistent product, however, many variables exist when encasing cremation ashes within glass that are simply out of our control. It is important to be aware that your finished keepsake may look different than the sample keepsakes shown on our website. Due to the handmade nature of our glass products, slight variations in color, size, and finish should be expected. Other variations such as small surface bubbles also may occur. Such bubbles are natural and are a result of the encasement process, not a product defect. No two keepsakes will ever look exactly alike even when made from the same set of ashes.

• LOOK/DESIGN

Encasing cremated remains within glass is very much an art and not an exact science. Each set of ashes reacts uniquely when encased within molten glass. This is due to the fact that crematories operate their machines at different temperatures and for different lengths of time. This creates subtle differences in the chemical make up of the ashes which can affect the design/look of the ashes when encased within glass. 

Ashes come to us in a of variety grades ranging from fine powder to very coarse. The fineness of the ashes can greatly affect the look of the finished keepsake. We also receive ashes in a range of colors from pure white to pure black. In addition, many individuals/pets have taken various mediations prior to their passing which often contain various elements that can greatly change the chemistry of the ashes and as a result the look of a piece. 

Every keepsake is crafted using the same process and using the same amount of ashes. Sometimes more ashes fuse to the glass during the encasement process than others. This part of the process is very much organic in nature and it is something that we cannot finely control. Variation in how much ash sticks to the glass is often a result of the chemical composition of the ashes as well as how finely the ashes were processed by the crematory.

• COLORED GLASS

All of the colors we work with are produced in small batches and slight variations exist from batch to batch. In particular, the Amber Purple, Sunshine Yellow, and Ruby Red tend to vary the most as a result of their base ingredients. You can read more about these colors on our FAQ page. Additionally, your computer monitor settings may display colors differently than their actual coloration. If you have any questions or concerns about a particular color, please contact us prior to ordering. 

• SETTINGS

Our settings are handcrafted from .925 sterling silver and are fabricated here in the USA. As is the nature of hand-crafted metal goods, the finish may vary slightly from piece to piece. This is normal as our settings are cast in small batches and then polished by hand. Sterling silver by nature is prone to tarnish and oxidation. Tarnish may present itself quicker in some situations usually as a result of sweat, perfumes, chlorine, household cleaners, etc. Discoloration of the sterling silver finish is a result tarnish or oxidation, and not a defect in the material. 

 

SHIPPING TERMS

For orders shipped within the United States, your purchase includes all shipping charges TO YOU. Specifically, this includes the shipment of a “collection kit” that will allow you to safely mail Grateful Glass a small amount of ashes as well as the shipment of your finished keepsake order. Collection kits will be shipped via USPS Priority Mail and finished cremation keepsakes will be shipped via USPS Priority Mail Express (signature required). All orders are shipped insured and tracking information will be provided via email. 

• RETURN SHIPMENT OF COLLECTION KIT

It is your responsibility to ship the completed collection kit back to Grateful Glass at your expense. The only legal method for shipping cremated remains is through USPS Priority Mail Express. Your collection kit will include return packaging materials including a pre-addressed label and a return mailer specifically for Priority Mail Express. Please note that the included pre-addressed label is NOT pre-paid and must be brought in person to your local Post Office to be processed. Please retain all tracking information for your return shipment until you have received confirmation that your package has been received at our studio. 

• DAMAGED SHIPMENTS

Grateful Glass carefully packages all orders prior to shipment. In the event that breakage, damage, shortages, or loss of goods occurs during transit, all claims must be made with the shipping carrier. Please keep all original packaging materials and document your claim with photographs. Grateful Glass will do its best to help to facilitate resolution of the problem between you and the shipping carrier.

• LOST/ERRONEOUS SHIPMENTS

Grateful Glass thoroughly checks all orders prior to departing our studio. That said, shipping mistakes occasionally do occur. In the event of a missing package, we will help to determine the package’s location and will assist in the redelivery of your package. If your package cannot be located, we will help facilitate the insurance claim process. Claims for lost packages must go through directly the shipping carrier, USPS. Insurance claims for lost packages can only be for the value of the actual keepsakes, not the sentimental value of the ashes. In the off chance that you receive an incorrect shipment from Grateful Glass, we will arrange for the redelivery of your correct order at our expense.

• INTERNATIONAL SHIPPING

Please contact us for more information about international shipping options. Certain country restrictions may apply.

 

REPAIR POLICY

Grateful Glass proudly stands behind the craftsmanship of all our work. Should your Grateful Glass product ever need repair or adjustment for any reason other than clear abuse of the product, we will gladly provide these services free of charge. We require you to pay only for shipment costs (to and from Grateful Glass, LLC.) and replacement materials if necessary.

CARE INSTRUCTIONS

Grateful Glass keepsake jewelry is handcrafted to last a lifetime. However, with normal wear sterling silver by nature is prone to tarnish. A few simple preventative measures, along with regular care, will keep your memorial jewelry looking like new. 

We recommend removing jewelry before going to bed or participating in physical activity. Exposure to harsh chemicals or environments will compromise the integrity and finish of your jewelry. This includes, but is not limited to, the following: perspiration, perfumes, cosmetics, cleaning agents, chlorine, salt water, and silver polishing agents.

To maintain the original finish of your keepsake, we recommend polishing your jewelry with the included Sunshine polishing cloth. The cloth is infused with special cleaning agents and minimally-scratching micro-abrasives. Simply rub the cloth on your piece in a gentle circular motion. Most tarnish should then disappear with ease. For stubborn tarnish, we recommend having your piece cleaned by a professional jeweler. 

TYPOGRAPHICAL PRICING ERRORS

In the event that a Grateful Glass product is mistakenly listed at an incorrect price, Grateful Glass reserves the right to refuse or cancel any order placed for a product listed at the incorrect price. Grateful Glass reserves the right to refuse or cancel any such order whether or not it has been confirmed and your credit card already charged. If your credit card has been charged for the purchase and your order then is cancelled, Grateful Glass shall promptly issue a credit to your credit card account in the amount of the incorrect price.

WARRANTY DISCLAIMER

This site as well as the products and services advertised on this site are provided "as is", and without warranties of any kind, whether express or implied. To the fullest extent permissible pursuant to applicable law, Grateful Glass disclaims all warranties, express or implied, including, but not limited to, implied warranties of merchantability and fitness for a particular purpose and non-infringement. Further, Grateful Glass does not represent or warrant that this site or the server that makes the site available are free of viruses or other harmful components. Grateful Glass does not make any warrantee or representation regarding the contents of this site in terms of their correctness, accuracy, adequacy, usefulness, timeliness, reliability or otherwise.

LIMITATION OF LIABILITY

In consideration of the agreement by Grateful Glass to craft a unique glass memorial keepsake with a small amount of your loved one’s cremated ashes, you agree to be legally bound by this Customer Agreement, as well as to fully and finally release and forever discharge Grateful Glass, its agents, employees, and representatives from any and all claims and demands whatsoever which against any of them which you now have, ever had or may have. By agreeing to this Release, you specifically agree not to sue any of the released parties. Should you fail to abide by my agreement and nevertheless file a lawsuit against any of the released parties, you agree to pay the released parties attorneys' fees and costs, and also agree to indemnify the released parties against any judgment which may result.

LICENSE AND PROPRIETARY RIGHTS

Copyright and Ownership. All site content, design, text, graphics, and interfaces; the collection, selection, and arrangement thereof; and all software, are the property of, or duly licensed to, Grateful Glass. Consent is granted to view, electronically copy, and print in hard copy portions of this site for the sole purpose of placing an order with Grateful Glass for your use. Any other use of materials on this site, including modification, distribution, or reproduction for purposes other than those noted above, without the prior written permission of Grateful Glass, is strictly prohibited. You acknowledge that Grateful Glass and/or third-party content providers remain the owners of such material, and that you do not acquire any ownership rights by downloading copyrighted material. Grateful Glass reserves the right to revoke this authorization at any time, and any use by you shall be discontinued immediately upon written notice from Grateful Glass.

Trademarks, Etc. "Grateful Glass", all Glassful Glass logos, and all titles, characters, names, graphics, and button icons are service marks, trademarks or otherwise proprietary to Grateful Glass, and may not be used by you for any reason other than as expressly permitted by this Customer Agreement. All other trademarks, service marks, product names, and company names or logos appearing on the Grateful Glass Site are the property of their respective owners, and you do not acquire any ownership rights in such marks, logos, or names by using the Grateful Glass Site.

ACCEPTABLE USE POLICY

You are solely responsible for any and all acts and omissions that occur under your account or password, and you agree not to engage in unacceptable use of the Grateful Glass Site, which includes, without limitation, use of the Grateful Glass Site to: (a) disseminate or transmit unsolicited messages, chain letters, or unsolicited commercial e-mail; (b) disseminate or transmit material that, to a reasonable person, may be abusive, obscene, pornographic, defamatory, harassing, grossly offensive, vulgar, threatening, or malicious; (c) disseminate or transmit files, graphics, software, or other material that actually or potentially infringes upon the copyright, trademark, patent, trade secret, or other intellectual property right of any person; (d) create a false identity or otherwise attempt to mislead any person as to the identity or origin of any communication; (e) export, re-export, or permit downloading of any message or content in violation of any export or import law, regulation, or restriction of the United States and its agencies and authorities, or without all required approvals, licenses, or exemptions; (f) interfere with, disrupt, or attempt to gain unauthorized access to other accounts on the Grateful Glass site or any other computer network; (g) disseminate or transmit viruses, Trojan horses, or any other malicious code or program; or (h) engage in any other activity deemed by Grateful Glass to be in conflict with the letter or intent of this agreement.

USE OF SITE LIMITATIONS

Harassment in any manner or form on this site, including via e-mail, chat, or by use of obscene or abusive language, is strictly forbidden. Impersonation of anyone else, including but not limited to a Grateful Glass employee/ representative or of any visitor to the site, is strictly prohibited. You may not upload to, distribute, or otherwise publish through the site any content which is libelous, defamatory, obscene, threatening, invasive of privacy or publicity rights, abusive, illegal, or otherwise objectionable, which may constitute or encourage a criminal offense, violate the rights of any party or which may potentially give rise to liability or violate any law. You may not upload commercial content to the site or use the site to solicit others to join or become members of any commercial online service or other organization.

DISCLAIMER REGARDING SITE COMMUNICATIONS

Grateful Glass does not and cannot review all communications and/or other materials posted to or created by users accessing the site, and is not in any manner responsible for the content of those communications and materials. You acknowledge that by Grateful Glass providing you with the ability to view and distribute user-generated content on the site, Grateful Glass is merely acting as a passive conduit for such distribution and is not undertaking any obligation or liability relating to your activities on the site.

MISCELLANEOUS LEGAL PROVISIONS

Your use of this site and purchase of Grateful Glass product shall be governed in all respects by the laws of the Commonwealth of Pennsylvania, U.S.A., without regard to any choice of law provisions. You further agree that jurisdiction over and venue in any legal proceeding directly or indirectly arising out of or relating to the use of this site or purchase of Grateful Glass product shall be exclusively in the state courts located in Philadelphia County, Pennsylvania. You also agree that any cause of action or claim that you may have with respect to the use of this site or purchase of Grateful Glass product must be commenced within one (1) year after the claim or cause of action arises, or else it shall be time barred. The failure of Grateful Glass to insist upon or enforce strict performance of any provision of these Terms and Conditions shall not be construed as a waiver of any provision or right. Neither the course of conduct between the parties nor trade practice shall act to modify any of these terms and conditions. Grateful Glass may assign its rights and duties under this Agreement to any party at any time without notice to you.

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