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 be cancelled within 30 days from your purchase date for a full refund minus any applicable shipping charges. Requests for order cancellations must be made in writing and prior to Grateful Glass creating your keepsake and require prior authorization by Grateful Glass. If you wish to cancel an order, you remain responsible for any incurred shipping costs (including those that may have been included for free with your order) as well as return shipping. If you wish to cancel your order after receiving your collection kit, If you wish to cancel your order after receiving your collection kit, you will be responsible for the return shipment cost of the kit.
RETURN/REFUND POLICY
Due to the extreme custom nature of Grateful Glass keepsakes, no returns/refunds/remakes 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 should be expected.
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, 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 (much like one's DNA) 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 or pets ashes sometimes take 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 by boutique glass color manufacturers. Slight variations may exist from batch to batch. In addition, certain colors such as the Amber Purple and Sunshine Yellow can produce unqiue colorations as a result of chemical interactions with the ashes. We encourage you to read more about these unique 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. Small occurrences of surface pitting and/or fire-scale, mild color variations in the silver finish (sort of like a birthmark), are a normal result of the silver casting process. 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
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.
