Store Policies
UPDATE
Please be advised, we are currently not taking any new orders while we focus on fulfilling current orders and creating new products. We will start accepting new orders again soon. If you’re interested in placing an order, please contact us to be added to our waitlist.
RETURN POLICY
All Long Love Memorial products are described and presented as accurately as possible. Because every product is handmade, sizes can vary by up to ¼ inch on any dimension. Photographs are color-corrected to represent -as closely as possible- the actual object, but keep in mind that all monitors and screens represent colors differently. If you have a question about a particular color or size, please contact us before making a purchase.We accept returns -only for non-custom items- for exchange or store credit within 5 days from receipt of goods.
Due to the handmade, made-to-order nature of my work, we cannot offer refunds. 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. All sales are final on custom-designed items (items with names, dates, or special colors), custom-glazed work, and sale items. In the unlikely event that a product is vastly misrepresented, please contact us to discuss options.
To start the return process, please contact us 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.
We are happy to answer any questions to help make your buying experience easy. If you have any inquiries about products, custom orders, or the return policy, please feel free to contact us here.
SHIPPING
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.
Please contact us if your purchase is time-sensitive. We can quote faster delivery options and will do our best to accommodate expedited requests.
Customers pay all shipping fees (unless otherwise noted), which will be listed during the checkout process. We ship USPS Priority Mail for all domestic orders, unless a special request is made. If you have a UPS/FedEx account that you’d like us to use instead of USPS, please email us before placing your order. Long Love Memorials is not liable for lost or stolen packages and releases responsibility upon transfer of order to the shipping carrier.
We take great care in packaging these special items so they arrive to you safely. Each large item is wrapped in foam/bubble wrap, and double-boxed to ensure safe travel through the mail. The boxes are labeled with multiple "fragile" stickers, and every order over $75 includes and tracking.
Our smaller items are individually bubble-wrapped and labeled, then packed loose in a master carton filled with biodegradable peanuts or paper and recycled packing materials. Individually boxing each small piece and packing in a master carton is available for an additional fee of $3 per piece. Please email us to make this arrangement.
Locally, studio pickup is available free of charge. Please leave a message at checkout requesting that option, and we will send you an email when your order is ready to be picked up at our studio. We will hold purchased product in our studio for 14 days before we consider it abandoned. Abandoned merchandise is subject to a 25% restocking fee.
Upon receiving your order, inspect your package for any possible shipping damage. In the event of an item being damaged in transit, please email us with photos within 24 hours of receiving your package to obtain a replacement or credit. Please keep original packaging materials for potential USPS claims inspection until otherwise notified.
INTERNATIONAL SHIPPING
We currently ship internationally upon request. Shipping via postal mail is available as a more economical freight option to our overseas customers. Orders can take 1-3 weeks for delivery depending on the speed of your local post and customs office. Please note that your order may be subject to import duties and taxes, which are levied once a shipment reaches your country, and you will be responsible for paying all additional charges for customs clearance. Contact your local customs office for further information.
Long Love Memorials will not be held responsible for additional shipping charges incurred if packages are returned to our studio due to customer absence, errors in shipping addresses or package refusal. If you refuse any shipments from Long Love Memorials, you remain responsible for all original shipping charges, duties, taxes, customs incurred on the package (original and return shipments) and the cost of returning the package to us. We will subtract this amount from your merchandise credit, if applicable.
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.
Long Love Memorials is owned and operated by Cara Long, and is a subsidiary of Cara's other business, Long Live Porcelain.
Long Live Porcelain served as the primary website for Cara's porcelain pet urns (as well as her other cat-centric and non-pet-related porcelain wares) for a year before this new website was created, therefore we're in a transition to move all of that information over to this site. We appreciate your patience during this transition. If you receive an email from Long Live Porcelain regarding your Long Love Memorials order, please forgive us for the oversight, and trust that we'll get things organized soon.
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.