Once your order is placed we automatically send a collection kit so you can have the peace of mind knowing your ashes are handled with the utmost care. The kit includes a prepaid envelope to send the ashes back to us, a plastic container, and a brochure that covers all warranty information and more about our creation process. The price of your jewelry includes shipping of the collection kit, the p
repaid envelope to send the ashes back, and the shipping of your final product. All orders over $200 are automatically upgraded to FedEx 2 Day shipping. You will not need to pay any additional shipping for any part of this process unless you are based outside of the United States. If you reside outside the United States please check your local laws on shipping ashes out of your country. You only need to send one teaspoon of ash per 5 items, or whatever you are comfortable sending if you have less. Any remaining ashes will be returned, unless you specifically ask us to scatter them in the ocean. Please contact me IMMEDIATELY upon receiving your kit to make any changes your jewelry order. Any notes about sizing or style change on your permission slip inside your collection kit will be not be able to be accommodated as items have already been cast and sized at that time. After you receive your ash collection kit, finalize your color choice and sign your permission slip. It’s extremely helpful if you provide your phone number so I can call you with any questions. If your item is the kind that has the ashes set under the stone, please write N/A, as it will come as shown in the listing. Please only leave notes for engraving if your item comes with engraving. Any notes for engraving that are not applicable to that item will not be able to be added. After you receive and fill your collection kit, please check the intake spreadsheet at www.sugarberry.club in about 4-7 days so you know your ashes have arrived safely. The spreadsheet is color coded by status, there is a glossary at the top of the page. You can navigate it more easily by using CTRL+F to search for your name (CMD+F if using a Mac.) We also post shop updates here, or in our facebook group if there will be delays due to family emergency, illness, etc. You can join the facebook group at www.facebook.com/groups/sugarberrymemorials. My turn around time in almost all cases is 2 months from the ash receipt date. If there are unforeseen circumstances, you will be updated via the spreadsheet and facebook group if I cannot readily get an email out to everyone individually. This is the best place to get information quickly, please bookmark it for your convenience. 🙂 You can also always call or text me at 619-559-5171. These pieces are considered water-resistant, but we do not recommend wearing them in chlorine pools, or exposing them to chemicals (particularly cleaning supplies) please remove your jewelry before doing either of these things. We also highly recommend avoiding cigarette smoke if at all possible, as this may yellow your stone over time. Please also avoid UV nail lights for the same reason. Please note, because these are bespoke items, we -cannot- issue refunds under any circumstances. However, in the case of any issues with your order, please let me know and we will always do everything in our power to make it right. Our number one priority is to make sure you are happy with your jewelry. We will always work on a repair or replacement if necessary.
