Shipping Policy

Thank you for choosing Emberstones to create a meaningful memorial. We understand how important this process is, and we are committed to treating every order with the utmost care and respect.

Please read our shipping policy below to understand how your order will be processed, shipped, and delivered.

Processing Time

Each piece is custom-made by hand and infused with your loved one’s ashes. Because of the detailed and delicate nature of this work, orders are typically completed 4–6 weeks after we receive the ashes.

Shipping Methods & Delivery Time

Most memorials ship via USPS Ground or Priority Mail, which typically deliver within 2–6 business days once your piece is completed. You will receive a tracking number via email once your item has shipped.

International Shipping

At this time, Emberstones only ships within the United States and Canada.

Shipping Costs

All orders over $200 qualify for free shipping. For orders under $200, shipping costs will be calculated during checkout.

Sending Ashes to Us

After we receive your order, we will send you a collection kit in the mail. Your collection kit will include a tightly-sealing jar in which to place the ashes, along with easy instructions. We will need only about a teaspoon of ashes to make your memorial. If you are uncomfortable handling the ashes yourself, we encourage you to enlist the help of a close friend or family member. Once your ashes are packed in our provided kit, you will need to ship the kit to us via USPS Priority Mail Express. The cost of shipping the package back to us will be approximately $27, and you will need to pay for shipping at your local post office.

Returns & Refunds

Orders placed within the last 30 days and not yet fulfilled are eligible for a refund.

If your collection kit has not shipped, you will receive a full refund. If your collection kit has shipped, your refund will be issued minus a $10 fee per collection kit to cover shipping and handling.

Orders placed more than 30 days ago are not eligible for refunds. In these cases, you may request that your payment be applied as a credit toward a future order.

Each work of art is handmade to order, without the use of molds. The exact colors and shapes may differ from the images on this website. That's what makes each piece totally unique and special! For that reason, once your memorial is created, we are not able to accept returns or issue refunds. However, if for any reason you are unsatisfied, please contact us. We will do everything we can to make it right.

Our Commitment

We know this is more than a purchase. It’s a personal act of remembrance. If you have any questions about this process, feel free to contact us at hello@emberstones.com. We are honored to walk alongside you in this part of your journey.