Guarantee, Returns & Exchanges
We want you to be completely satisfied with your Heirloom Hourglass purchases. We stand by the quality of our products and are committed to your satisfaction. If any purchase from Heirloom Hourglass arrives damaged or there is an issue in workmanship, or the wrong item was sent in error, return it to us within one week of taking delivery. You may return the merchandise to us at
Heirloom Hourglass LLC
135 Summit Road Extension
Newport, NY 13416
We DO NOT guarantee the time that the contents you fill your hourglass with will run for any certain amount of time unlesss you purchase a timed model.
(As you would suspect, sand particles vary widely from location to location. This makes the amount of time your Heirloom Hourglass runs for completely unique to the individual user.
Time Defined models can be callibrated to run a certain amount of time using hourglass ballotini, but are not compatible with beach sand or craft sand.)
We DO NOT guarantee that the contents you fill your hourglass will flow through the center hole of your hourglass.
(We cannot control what our customers fill their hourglass with. If you also purchase sand from us and keep it free of humidity, dampness, water, static, large particles too large for the center hole, etc., it will work fine in the hourglass.
If the contents added to your hourglass contain low quality craft sand, or are exposed to water, humidity, static, particles too large to flow through the center hole, etc., they may not flow through well.)
Please Note The Following:
If the contents are too large and not properly screened, they may not flow through properly.
If the contents contain low quality craft sand, water, humidity, static, etc., they may not flow through well. These are issues beyond our control.
Your Heirloom Hourglass is a handcrafted work of art, and is priced economically considering the amount of work and care that goes into each hourglass.
Please be sure your sand is of good quality, is sreened properly with the screener included in each order, is free of humidity, dampness, water, static, etc. before filling your hourglass.
We DO NOT guarantee damage cause to the hourglass after use. Although each hourglass is handcrafted to be of extremely high quality, it is still made of glass and therefore fragile.
Please be careful when handling it, place it in a safe area to display it, do not overtighten the closures, and be sure to not apply any force to the glass. If the contents you fill it with do not flow the center hole, do not shake, tap, or knock on the glass. This may cause breakage if excessive force is used. Gently turn the hourglass over to allow the contents to dislodge from the center hole. Then remove the contents and screen them if you have not done so, or rescreen them if there is a possibility that they were contaminated after being screened previously. Be sure the contents are free of humidity, dampness, water, static, large particles too large for the center hole, etc. before refilling your hourglass. If you do ever acccidentaly damage your hourglass, we do offer repair service.
Please email us at Hello@HeirloomHourglass.com for instructions if this ever happens.
Returns & Exchanges:
We offer the option of a full refund if we are notified within 7 days of delivery if the goods are agreed as being faulty, damaged, or different from those ordered (example: a shipping mistake – wrong order) unless arrangements were previously made prior to placing your order (example: customer contacted us prior to placing the order and there are special circumstances) Proof is required by photos or return of item(s) ordered. We reserve the right to remedy any faulty workmanship or exchange the item before we are obliged to give a refund. Our refund policy excludes any custom made items and any items with any element of personalization. This includes hourglasses as each is custom made per order. Replacement or Refund will not be made until the item is returned in its original condition with all the original documentation. Each order is shipped with adequate insurance for breakage, so refunds will be made by the original method of payment once the insurance claim is approved and paid by the shipper. Each hourglass is handmade and a lot of work and craftsmanship goes into making each order perfect. Our normal production time is noted as 2-6 weeks prior to shipping and can exceed 6 weeks during busy seasons which are defined as April 15 - October 15 and December 12 – December 24. If we are notified of a deadline and are unable to meet it, we will immediately refund your purchase amount and decline the order. If we accept your order and are aware of your deadline and do not meet it, a refund will be made. If you do not notify us if you have a deadline, your order will ship within 2-6 weeks and can exceed six weeks during the dates mentioned above and no refunds will be issued if we miss a deadline we are unaware of. If your order production time exceeds 12 weeks you will be notified and offered the option of a refund. Refunds will not be issued on any order returned after 7 days unless other arrangements have been made. Shipping costs are non refundable.
If you are requesting a return
or exchange of an item you have purchased from Heirloom Hourglass, please include product and invoice in the original packaging
and send it to us at:
135 Summit Road Extension
Newport, NY 13416
Questions? Email Us At Hello@HeirloomHourglass.com