Verstara Custom Order Policy

By placing your order online at Verstara.com, you confirm that you have read, understand, and agree to the terms and conditions within this Custom Order Policy.

Every Verstara piece is made-to-order using your selected specifications and, when applicable, your provided materials. These policies help ensure timely delivery, clear communication, and the level of care required for custom memorial jewelry.

1) Submissions & Order Completion

All required items must be received within 30 days of your order date to maintain the quoted delivery timeframe:

  • Horsehair, ashes, fur, flowers, or other required inclusions in the minimum amount/length specified for your design
  • Accurate ring size or other required sizing information
  • Engraving text, if applicable
  • Any other details listed in your order confirmation

If any required inclusions, sizing, engraving, or order details are missing after 30 days, your order is placed on hold and the guaranteed delivery date no longer applies.

2) Reminders

  • A courtesy follow-up email may be sent if your inclusions have not arrived or if sizing, engraving, or other required details are missing from your order
  • A reminder may also be sent close to the six-month date from your original order date

3) Customer-Supplied Inclusions & Materials

Many Verstara pieces require customer-supplied inclusions, including but not limited to horsehair, ashes, fur, flowers, or other memorial materials. By placing an order, the customer acknowledges that they are responsible for sending the required inclusions in a timely manner so the piece can be completed.

Production may begin after the order is placed, even if the customer’s inclusions have not yet been received. This may include design work, CAD work, casting, stone setting, metal preparation, ordering materials, allocating materials, preparing bracelet ends, creating custom settings, or creating part or all of the custom piece to the customer’s selected specifications.

If an order cannot be completed or shipped because the customer has not provided the required inclusions, the order will not be considered undelivered, delayed by Verstara, or unfulfilled by Verstara. The order will remain open and ready to continue once the required inclusions are received.

Verstara is not responsible for delays caused by missing, late, incomplete, or improperly submitted inclusions from the customer. Production and shipping timelines begin only after all required inclusions, sizing information, design approvals, and outstanding order details have been received.

4) Orders Held Beyond 6 Months

If the required inclusions or order details are not received within six months of the order date, the order will be considered incomplete due to missing customer-supplied materials or information.

  • Payment converts to store credit usable toward any available Verstara design
  • A 10% administrative fee is deducted before credit is applied
  • Store credit does not expire
  • The original custom order is considered closed once it has converted to store credit

Any materials, components, castings, prepared metal, bracelet ends, settings, stones, design work, labour, or partially completed pieces created or purchased by Verstara for the original order are considered part of the custom production cost. These items are not refundable, transferable, or available to be shipped separately.

Once an incomplete order has been converted to store credit, Verstara is not required to continue storing, reserving, or preserving custom materials or partially completed components from the original order. These materials may be retained, recycled, disassembled, reused, or otherwise handled at Verstara’s discretion.

Extensions may be granted at Verstara’s discretion and must be approved in writing before the six-month deadline. An approved extension does not make the order refundable and does not change the customer’s responsibility to provide the required inclusions or information.

5) Price Adjustments for Delayed or On-Hold Orders

Metal and production costs change over time. If your order is delayed or placed on hold due to missing inclusions, sizing, engraving, approvals, or other required information:

  • The originally quoted price is no longer guaranteed
  • When reactivated, current pricing, material costs, and availability apply
  • Any store credit is applied to the new order total, and any difference is due before production resumes

6) Refund Policy

  • Refunds may be requested within 24 hours of placing the order
  • After 24 hours, payments are final because custom materials, metals, design work, and production time may be purchased, allocated, or started
  • Custom orders are not eligible for cancellation or refund due to the customer’s delay or failure to provide required inclusions, sizing, engraving, approvals, or other order details
  • No cash refunds are issued for incomplete orders; store credit applies per Section 4

7) Shipping Your Materials

  • Package inclusions securely and include your name and order number
  • Use a tracked and insured shipping method
  • Verstara is not responsible for client-sent packages that are lost, delayed, damaged, or improperly addressed

8) Communication

Please monitor your email, including spam and junk folders, for messages from Verstara. Delays caused by missed emails, late replies, missing approvals, or incomplete information may affect timelines, pricing, and production availability.

By placing an order with Verstara, you confirm that you have read, understand, and agree to this Custom Order Policy.