If you have questions about purchasing any of products we carry, live customer service staff is available to help you 9am-6pm Central M-F. Email is the fastest way to get replies so we highly encourage you to contact us here:
You may also call us and leave a message (our phone service does not work outside the Continental US - please email us):
Or you can contact us here:
PO Box 641876
Omaha, NE 68164
Shipping is included to all of our Continental US customers (extra shipping will apply to Alaska and Hawaii as well as our international customers- please contact us prior to purchase to get shipping quote). Products ship via USPS, FedEx or UPS and shipping time is 2-7 business days once the hourglass ships. 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. Please email us prior to purchase letting us know what country we will be shipping to so we can calculate shipping costs.
As with all international orders there will be customs fees upon delivery and they may be delayed in customs. If you refuse to pay the customs fees upon delivery the hourglass will get shipped back to us and you will be responsible for all shipping charges and restocking fees.
SHIPPING AND RETURNS:
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. Do not dispose of the packaging or hourglass until the the claim is filed.
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, will be refunded to you. Refunds will not be processed without a return authorization so please email us at firstname.lastname@example.org prior to returning your hourglass to obtain your RA. Refused deliveries or returned packages due to incorrect addresses are subject to the same fees. Our fillable hourglasses may only be returned if the globe has not been used/filled with sand.
Please contact us before returning any hourglass for instructions on how to safely ship your hourglass. NO RETURNS OR REFUNDS ON SPECIAL ORDERS (i.e. engraved hourglass, special timer etc).