Store Policies

UPDATE

Due to soaring demand for our custom porcelain pet urns, we're introducing an exclusive Order Reservation List from September 1st, 2023 through the remainder of the year. Each order placed during this period will be added to the reservation list, and we'll fulfill them in the order received. This approach ensures meticulous attention and maintains the distinctive craftsmanship you expect from Long Love Memorials. If you’re interested in placing an order, please contact me to be added to the Order Reservation List.

RETURN POLICY

All Long Love Memorial products are described and presented as accurately as possible. Because every product is handmade with porcelain, sizes can vary by up to 1/2 inch (2.5cm) on any dimension. Our photographs are color-corrected to represent -as closely as possible- the actual object, bearing in mind that all monitors and screens represent colors differently. If you have a question about a particular color or size, please contact me before making a purchase.

Due to the handmade, made-to-order nature of my work, I regret that I cannot offer refunds.

Custom orders are not returnable, nor eligible for store credit.
All sales are final on discounted pieces, seconds, or sale items.
I accept returns for exchange or store credit only within 5 days from receipt of goods for pre-made, non-customized products.
- All products must be unused (resalable) with all original tags and packaging to be eligible for return.
- Shipping charges are non-refundable and buyer is responsible for return shipping to my studio.
- In the unlikely event that a product is vastly misrepresented, please contact me to discuss options.

To start the return process for a non-customized item, please contact me within 5 days of receiving your order to obtain a Return Authorization number. Merchandise returned without authorization will be refused and/or returned at customer expense. Items that arrive used, damaged, or without original packaging will void the RA, so please take care in repackaging, and use a trusted shipping carrier. Long Love Memorials is not liable for merchandise lost or broken in transit to us. New orders will be shipped once the returned item is received and processed.

CANCELING AN ORDER

We create most items to order, and begin production soon after an order is received.

For customers on our Order Reservation List, you must cancel your order within 1 week.
Custom orders canceled more than 1 week after purchase will incur a 20% fee.

Non-custom orders must be canceled before the order ships, or within 2 days.
10% restocking fee applies after 2 days.
Once an order is shipped, it cannot be canceled.

SHIPPING

Please visit the Shipping page for more details.

Long Love Memorials is a small ceramics studio. It takes time to process, pack, and ship every order before it arrives to you. All orders will be shipped out once or twice a week, and you will receive a shipping notification with tracking information via email.

Free US Shipping
Discounted International Shipping Rates (via USPS First Class Mail)
Local Pick-up Available
Insurance is additional charge, and optional.

VARIATIONS VS. DEFECTS

All of our products are handcrafted. As such, there will be slight variations in color, texture, & finish which do not inhibit functionality, nor distract from the piece’s design. These variations are not considered defects; rather they depict our handmade process, and are proof that your piece was crafted in an artist’s studio instead of a factory. We hope you agree that these variations add to the uniqueness and beauty of your new piece.

We inspect each item by hand for defects and flaws in functionality before it leaves our studio. In the event you feel you have received a defective item, please notify us with a description of the problem. We'll diagnose the issue, and can ship a replacement (excluding custom orders) or issue store credit upon determination of a defect. Shipping for defective or damaged items is free.

PRIVACY / SECURITY / TERMS OF USE

To protect your personal information, we take reasonable precautions and follow industry best practices to make sure it is not inappropriately lost, misused, accessed, disclosed, altered or destroyed.

When you browse our store, we also automatically receive your computer’s internet protocol (IP) address in order to provide us with information that helps us learn about your browser and operating system.

If you provide us with your credit card information, the information is encrypted using secure socket layer technology (SSL) and stored with a AES-256 encryption. Although no method of transmission over the Internet or electronic storage is 100% secure, we follow all PCI-DSS requirements and implement additional generally accepted industry standards.

Cookies may be used to enhance users browsing experience. A cookie is a small text file stored on your computer that contains information that helps the website to identify and track the visitor. Cookies do no harm to your computer, consist only of text, cannot contain viruses and occupies virtually no space on your hard drive.

Prices for our products are subject to change without notice.

We reserve the right at any time to modify or discontinue the Service (or any part or content thereof) without notice at any time.

We shall not be liable to you or to any third-party for any modification, price change, suspension or discontinuance of the Service.

By purchasing an item on our website, you agree to our Terms and Conditions.

Unauthorized use and/or duplication of this material without express and written permission from this site’s author and/or owner is strictly prohibited. Excerpts and links may be used, provided that full and clear credit is given to Cara Long and Long Love Memorials with appropriate and specific direction to the original content.