Shipping &
Returns
Everything you need to know about delivery options, timelines, and our return policy for your Cherished Clay keepsakes.
Shipping Information
Free Shipping Across the US
Standard delivery on every order — no minimums
All US orders ship free via standard service. Every keepsake is hand‑packed with protective materials to ensure it arrives safely.
Transit time begins after your order ships. For production timelines, see Processing.
Deliveries are typically Monday–Friday and may be impacted by federal holidays.
Need to update your address? Please contact us before your order ships via Support.
Processing & Delivery
Understanding our production timeline and delivery process.
Production Time
Production typically takes 10–14 business days after we receive your prints. During peak seasons, please allow 14–21 business days.
Quality Check & Packaging
Each keepsake passes a thorough quality inspection and is hand‑packed with protective materials before shipment.
Order Tracking
We’ll email your tracking details once your order ships. You can also view your order status anytime on the Order History page.
Returns & Refunds Policy
We want you to be completely satisfied with your Cherished Clay keepsake.
Quality Guarantee
We take great pride in the quality of our work. If you receive a damaged or defective item, contact us within 7 days of delivery and we'll replace it at no cost.
- All items are personalized; returns are only accepted for damaged or defective items
- Report any damage/defect within 7 days of delivery
- Refunds issued 5–7 business days after approval
Damaged in Transit
Damaged in Transit
Defective Items
Defective Items
Custom & Personalized Items
Custom & Personalized Items
Since custom and personalized items are made specifically for you, we cannot accept returns, refunds, or exchanges except in cases of manufacturing defects or shipping errors caused by Cherished Clay.
If you receive a custom or personalized item with incorrect personalization due to an error on our part, or if we ship the wrong product, please contact us within 7 days of delivery and we'll create a replacement at no cost to you.
If the incorrect personalization is due to information provided incorrectly at the time of order, we cannot offer refunds or exchanges.
Shipping Damage: If your order is damaged during transit, please contact us within 3 days of receipt with clear photos of the damage and packaging. We will assist you with the carrier claim and arrange a replacement if needed.
Return Process
Return Process
- Contact our customer service team within 7 days of delivery for damaged or defective items to request a return authorization.
- Provide photos of any damage or defect.
- Once your return is authorized, you'll receive instructions on how to return the item.
- For approved cases, we'll provide a prepaid shipping label.
- We'll process your refund or replacement once we receive and inspect the returned item.
Refund Processing
Refund Processing
Shipping Restrictions
Important information about our shipping policies.
Signature May Be Required
For some orders, the carrier may ask for a signature when delivering your package. If you’re not home, they’ll try again or hold it for pickup.
Double-Check Your Address
Please make sure your shipping address is complete and correct. If a package can’t be delivered, it may be sent back and you’ll need to pay for reshipping.
Only Street Addresses
We can only ship to actual street addresses. Sorry, we can’t deliver to post office boxes, military addresses, or shipping companies.
Need More Information?
If you have any questions about shipping or returns, our customer service team is here to help.