We know this process is deeply personal, and you may have questions.

Here are the answers to the most common things customers ask before getting started. If you don’t see your question here, feel free to reach out, we’re always happy to help.

  • Black question mark inside a speech bubble on a white background

    How does it work?

    A simple, guided process from start to finish, handled with care every step of the way.

  • Black clock outline on a white background

    How long does it take?

    Typically 4–6 weeks after your kit arrives back to us, with rush options available.

  • Black icon of a jar with a dropper on a white background

    How much ash is needed?

    Just a small amount. The rest is safely returned to you.

  • Black outline of two hands holding a heart on a white background

    Is it really my pet’s or loved one's ashes?

    Always. Each piece is created individually, never batched or mixed.

The Process

How does the process work?

After placing your order, we’ll send an ash collection kit within 2 business days. Once you return the kit, we begin handcrafting your memorial. When complete, your finished piece is securely packaged and shipped back to you.

What happens after I place my order?

You’ll receive an order confirmation right away. Your ash collection kit will ship within 2 business days, and we'll reach out with tracking information so you know exactly when to expect it.

How much ash is needed?

Only a small amount, less than a full teaspoon. A measuring scoop is included in your kit.

What if I send too much ash?

That’s perfectly okay. We only use a very small amount in your piece, and all unused ashes are carefully returned.

During the creation process, we often form small glass drops that also contain traces of your loved one’s ashes. These are a natural part of working with molten glass. We always return these to you as well, so they can be placed back with the remaining ashes. Nothing is ever discarded.

How do I know I’m receiving my loved one’s ashes?

Every order is carefully tracked and handled individually from start to finish. Your ashes remain clearly identified and separated throughout the entire process.

What if I’m nervous about sending ashes?

We completely understand. This is a deeply personal process, and we treat every order with the utmost care and respect. Your kit includes clear instructions, secure packaging, and a prepaid return label, so everything is handled safely from start to finish.

Shipping & Timing

How long does the process take?

Once your kit is returned, most orders are completed within 4–6 weeks. Rush options are available.

Do you offer rush orders?

Yes, we do. Rush orders move your timeline up, with your piece shipping within about 2 weeks after we receive your ash kit.

If you need your order sooner, you can add a rush upgrade here: RUSH

How much does shipping cost?

Within the USA:
Flat rate of $20, which includes:
• Shipping your ash kit to you
• A prepaid return label
• Insured delivery of your finished memorial

Will I receive tracking updates?

Yes. When your ash kit ships, you’ll receive tracking information so you know when to expect it.

Once your kit is on its way back to us, we personally keep an eye on its return and will reach out directly when it arrives safely. If your kit is delivered over a weekend, it will be secure in our parcel locker and we’ll follow up Monday morning.

You’ll also receive tracking information again when your finished piece ships back to you.

Do you ship outside the United States?

Currently, we only ship within the United States. Because our process involves sending and safely returning an ash collection kit, limiting shipping to the U.S. helps us keep everything secure, reliable, and easy to manage from start to finish.

Materials & Design

Are the ashes secure inside the glass?

Yes. The ashes are permanently fused into molten glass and fully sealed inside. They cannot be affected by water or everyday wear.

Will the ashes be visible?

Yes. You’ll see small flecks suspended within the glass, along with occasional natural air bubbles created during the process.

Just like every person or pet is unique, their ashes are as well. Most appear as soft white or light gray flecks, but some may be darker or even show subtle tones like red when introduced to flame. This can be influenced by natural variations or the presence of materials such as dental work or medical implants.

Will my piece look exactly like the colors displayed?

Close, but not exact. Colors can appear slightly different from screen to screen, so what you see on your device may vary a bit in person.

Each piece is also handmade, and the swirls, depth, and patterns in the glass are always one of a kind. Some designs, especially more detailed swirl patterns, may vary more noticeably, which is part of what makes every piece unique.

What kind of glass do you use? Can it break?

We use borosilicate glass (Pyrex), known for its strength and clarity. While extremely durable, it is still glass and should be handled with care to avoid damage.

Finish Options

What’s the Difference Between Polished and Antiqued Silver?

Both finishes are crafted from solid sterling silver and finished entirely by hand in our Arizona studio. The difference is purely in the final appearance and overall style of the piece.

Polished Silver

Our polished finish is bright, reflective, and clean with a smooth mirror-like shine. This finish highlights the details of the glass and gives the jewelry a more classic, luminous appearance.

Antiqued Silver

Our antiqued finish has a softer, slightly darker look with a gently aged patina. Recessed details are darkened by hand to create contrast and depth, giving the piece a more worn-in, vintage-inspired character.

Both finishes are intentionally subtle and elegant rather than overly dark or heavily oxidized.

The comparison photos shown here use the same memorial design in both finishes to help illustrate the difference in overall appearance. Because each memorial is individually handmade, slight variations are natural and part of the artistry of the finished piece.

Pair of glass memorial beads and two memorial glass memorial pendant showing polished and antiqued finishes

Customization

Can I combine ashes?

Yes, multiple ashes can be combined into one memorial. Please note they cannot be distinguished separately in the finished piece.

Can you use hair or bone?

Hair can only be used if it has been cremated.
We can crush small bone fragments if present in cremains, but we cannot work with unprocessed bone.

Can I order without ashes?

Yes. You can order your piece using color and engraving only, just note at checkout that no ash kit is needed.

Care & Policies

How should I care for my jewelry?

Your piece can be gently cleaned with mild soap and warm water.

Polished sterling silver and gold components can be maintained and restored to their shine using the included polishing cloth.

We recommend avoiding harsh chemicals and removing your piece during activities that could cause impact. Because your memorial is made with glass, it should not be taken to a jeweler unfamiliar with working with glass.

Do you offer repairs?

Yes. Because each memorial is individually handmade in our Arizona studio, we do offer repair services for many types of damage or wear when possible.

Repair costs vary depending on the type and extent of the repair needed. Some minor repairs may only require return shipping, while more extensive repairs may involve additional labor or material costs. We’ll always evaluate the piece first and discuss any costs with you before moving forward.

If your memorial ever needs attention, simply contact us with photos and a brief description of the issue and we’ll be happy to help however we can.

Can I cancel or return my order?

Because each piece is made to order using the materials you provide, we’re unable to accept cancellations or returns once the process has begun.

If you need to make changes, please reach out as soon as possible and we’ll do our best to help.

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