Clear information about custom orders, processing, shipping, returns, and sending meaningful materials.
Please review these details before placing your order.
Policies, Shipping, and Information
On This Page:
Processing Times
Personalized Orders
Shipping
Sending Memorial Materials
Returns and Exchanges
Damage or Delivery Problems
Handmade Variations
Product Care
Privacy
Contact
Shipping - Currently we only ship within the United States.
Processing Times
Most Hometown Originals items are made to order. The current processing estimate will be shown with the product or confirmed after ordering.
Processing time begins after all required details, approvals, and - when applicable - memorial materials have been received.
Processing time is separate from shipping time.
Need an item for a special date?
Contact us before ordering so we can confirm whether the timeline is possible.
Personalized and Custom Orders
Check names, dates, verses, and wording carefully before submitting.
Design previews should be reviewed closely before approval.
Changes may not be possible after creation has begun.
Colors may look slightly different across screens and materials.
Your Approval Matters!
Your item will be created after all required choices or design previews are approved. Please review everything carefully before giving your approval.
Shipping Costs
Available options and costs at checkout.
Hometown Originals is not responsible for delays caused by shipping carriers, weather, or incorrect addresses; however, we will assist you in reviewing available tracking information and determining appropriate next steps.
Delivery Timing
Delivery estimates are separate from production.
Addresses
Customers are responsible for an accurate address.
Tracking
Tracking information is provided when available.
Before Mailing Ashes, Flowers, Hair, or Fur
Wait for Instructions
You will receive mailing instructions after ordering.
Place Your Order
Complete your purchase on our website.
Use a Trackable Method
Choose a secure, trackable shipping method.
Save Your Tracking
Save your tracking number for your records.
Do NOT mail meaningful materials until you receive order-specific instructions and confirmation.
Package each material separately and label it with your name and order number.
Do NOT send more irreplaceable material than requested.
Unused cremation ashes, hair, fur, fabric, and other returnable materials will be returned with your completed order whenever possible. Flowers and other materials that must be processed, dried, crushed, separated, or otherwise altered during creation may not be returnable.
Hometown Originals cannot control or guarantee carrier handling of inbound packages.
Returns, Exchanges & Cancellations
Cancellations
Contact us as soon as possible if you need to cancel or change an order. Cancellations or changes may not be possible once supplies have been ordered, a design preview has been approved, or production has begun.
Non-Custom Items
Return eligibility, if offered, will be listed with the product or confirmed before return shipping.
Personalized Items
Because these pieces are made just for you, they generally cannot be returned or exchanged.
If Hometown Originals made an error, please contact us so the issue can be reviewed and made right.
Damage, Errors, & Delivery Problems
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Photograph the item and packaging, keep all materials, and contact Hometown Originals as soon as possible with your order number.
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Please contact us with your order number and a clear photo of the personalization. If we made a mistake, we’ll correct or replace the item at no additional cost. If the personalization matches the details submitted with your order, we’ll discuss available options and any costs before moving forward. Please double check names, dates, and spelling before placing your order.
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We know you’re excited to receive your order! Shipping estimates are separate from the time needed to create your custom piece. Once your package ships, check your tracking link for updates. If it has passed its estimated delivery date or tracking appears stuck, please contact us with your order number so we can help investigate with the carrier.
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Please check around your delivery location, including side doors, porches, mailboxes, and parcel lockers. Ask household members or neighbors if they accepted it, and confirm that the shipping address on your order is correct.
If you still can’t locate it, contact the carrier to request delivery details and let us know your order number. We’ll help you work through the next steps, including a missing-package inquiry when appropriate.
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Please contact us with your order number so we can review the tracking and confirm your shipping address. Once the package arrives back with us, we’ll check its condition and arrange the next steps.
If it was returned because of an incorrect or incomplete address provided at checkout, or because it was not collected, additional shipping charges may apply. If we made an addressing error, we’ll cover the cost of reshipping. We’ll confirm any charges with you before sending your package again.
Handmade & Natural Variations
Handmade items will have small variations.
Natural flowers, ashes, hair, fur, grain, texture, and color differ from piece to piece.
Placement and finished appearance may not exactly match a sample photograph.
Product Care
Bibles and Journals
Keep dry, store flat or upright, and avoid harsh cleaners
Memorial Jewelry
Remove before swimming or bathing, avoid chemicals and store safely.
Display Keepsakes
Keep away from direct sunlight and extreme temperatures.
Pocket & Keychains
Avoid harsh impacts, heat and prolonged moisture.
Privacy & Meaningful Materials
Order information, photographs, and personal details are used as needed to create, fulfill, and communicate about your order.
Hometown Originals may photograph finished products for portfolio or promotional purposes when identifying personal information has been removed or concealed.
Personal stories, customer-submitted photographs, private messages, or identifying information will not be published without separate permission.
Customers may request that their order not be photographed or shared. Please leave a note at checkout or contact us with your order number.
Questions Before Ordering?
If a policy, timeline, material, or customization option is unclear, please ask before purchasing. It is always better to confirm the details first.