Shipping is included on orders to all our Continental U.S. customers (extra shipping will apply to Alaska and Hawaii). Most products ship via USPS, UPS or FedEx and will generally arrive within 2-7 business days. Please enter your shipping address carefully. If any address corrections are necessary after shipment customers will be charged the corrections fee.
Due to the much higher cost of shipping outside the United States, shipping costs will be charged to our international customers. As with all international orders there will be customs fees upon delivery. If you refuse to pay the customs fees upon delivery the product will get shipped back to us and you will be responsible for all shipping charges and restocking fees. IMPORTANT: All packages must be opened and inspected within 48 hours of receipt to report damages and defects. This allows us to submit claims with our carrier and supplier.
We package our hourglasses very well to insure against breakage. If your hourglass arrives broken or otherwise defective you have the option of either exchanging your hourglass OR a full refund at no cost to you. IMPORTANT: All packages must be opened and inspected within 48 hours of receipt to report damages and defects. This allows us to submit claims with our carrier and supplier. Please contact us for instructions on how and where to ship your hourglass.
Returns for any other reason (don't like the color, style, etc.) will be handled as follows: Item must be returned to us within 20 days of receipt in perfect sellable condition after which your purchase price, less the cost of shipping the item to you originally and a 15% restocking fee, will be refunded to you. Refunds will not be processed without a return authorization so please contact us prior to returning your hourglass to obtain your RA.
For exchanges customer is responsible for the shipping costs and any difference (if exchanged for hourlgass that costs more) but no restocking fee will be charged. If exchanged for hourglass that is less expensive the difference will be refunded to the customer. Exchanged item must be returned in perfect sellable condition. Please contact us before returning any hourglass for instructions on how to safely ship your hourglass. NO RETURN, EXCHANGE OR REFUNDS ON SPECIAL ORDERS (i.e. engraved hourglass, special timer etc).
I've collaborated with the justhourglasses team on the engraving font, ordering timing and a host of other questions. They have always offered a timely response, and been eager to accommodate. I appreciate their commitment to service and it is in part what makes my decision to come back to this product every year an easy one. -- Nate A