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Customer Help

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Common purchase queries answered

Orders and Shipping

Unless otherwise noted in the listing, all orders of finished items are shipped no later than the next business day.

Custom orders will ship according to the processing time described in the custom order listing itself. Orders containing both finished items and custom made-to-order items will ship all items together when the custom item with the longest processing time is ready.

Business days do not include Sundays or holidays when the US Postal Service is closed. A list of these holidays can be found on the USPS website.

For holiday shipping deadlines, please visit the Shipping page.

The time it takes for your order to arrive depends on the destination and the shipping method you choose.

For shipments within the USA, you have three shipping options. First Class Mail generally takes 2-6 business days after dispatch. Priority Mail generally takes 1-4 business days after dispatch. Priority Express Mail is delivered to most destinations the next business day after dispatch, although it may be the second day for some locations.

For shipments outside the USA, the only shipping option is First Class International Mail. Shipping time varies widely depending on the customs and delivery processes of the national postal system for the destination country, but most packages arrive within 2-6 weeks.

Please note that COVID-19 is currently causing longer shipping timelines for most international mail and some domestic mail than you may have experienced in the past.

For more information about shipping, please visit the Shipping page.

A Kintsugi Life only uses the US Postal Service for shipments.

For shipments within the USA, you have three shipping options: First Class Mail, Priority Mail, and Priority Express Mail. (The free shipping option, if you qualify, is shipped using First Class Mail.)

For shipments to Canada, the only shipping option is First Class International Mail.

For more information about shipping, please visit the Shipping page.

The cost of shipping depends on the destination and the shipping chosen.

All shipping prices below are per order (not per item in the order), which means that all items after the first one essentially ship for free.

Within the US, First Class Mail costs $4.40, Priority Mail costs $8.90, and Priority Express Mail costs $24.75. If your order totals $75 or more, you have the option to choose free First Class Mail shipping.

Shipping to Canada costs $10.75 USD. Please note that this does NOT include any customs fees, import taxes (including VAT), or customs duties. The recipient of the package will be responsible for paying those costs when the package arrives, if applicable, before it is released for delivery.

For more information about shipping, please visit the Shipping page.

Tracking information will be provided by email to the email address you enter for your order. You can check the status of your order by clicking on the link in the email or by visiting the website and entering the tracking number you received there.

If your order is heading to Canada, the US Postal Service relies on Canada Post for updating this information once it leaves the US, so we are not able to provide any additional information beyond what you see on the tracking screen. Contact your local Canada Post office with questions about your package after it has left the US.

For more information about shipping, please visit the Shipping page.

If you send me a corrected address before your order is shipped, I can fix the address before printing the shipping label.

Once the package has shipped, I cannot make any corrections to the address. If the package is returned to me due to an incorrect or invalid address being supplied, it will be treated as a return as described in the Return policy page. Shipping charges are not refundable since those charges will already have been paid to the US Postal Service. If you wish to re-order the item(s) using a corrected address, you may do so after they are re-listed for sale.

A Kintsugi Life is not responsible for packages that are mis-delivered due to an incorrect address being supplied by the buyer. Please use care when entering this information!

In addition to the US, we are currently only shipping to Canada due to the increasing complexity of customs and importation tax collection requirements (including VAT, GST, tariffs, and other import taxes in various countries). We are simply too small and lean to keep up with the ongoing changes in this area. We sincerely apologize for the inconvenience this creates!

Yes. Enter the name and address of the person to whom the gift should go in the Shipping Address of your order to have it sent directly to them. Each order can only be delivered to a single address. To ship items to more than one address, you will need to place a separate order for each address.

Packing slips contain no payment information, so the gift recipient will not see the cost. If you wish to include a gift message on the packing slip, please enter the gift message text in the Gift Message text box on the checkout page.

Gifts sent to international (non-US) destinations may require the recipient to pay customs charges or import taxes to claim the package. Please be sure to research the customs procedures in the country to which you are shipping the gift and notify the recipient, if necessary, about what may be required of them.

Note that the purchase price of the gift must be listed on the customs declaration on the outside of the package for international orders. This information cannot be deleted.

Commonly asked questions about paying for an order

Payment and accounts

We accept all major credit and debit cards and PayPal. All payment options are processed by third-party payment processors, and we do not have access to (nor do we store) your payment credentials.

We currently change sales tax only on orders being shipped within the state of Indiana since that is required by law.

A Kintsugi Life does NOT collect any customs fees, import taxes (including VAT or GST), or customs duties for international orders. The recipient of the package will be responsible for paying those costs when the package arrives before it is released for delivery. 

Please make sure you understand your country’s customs policies and costs prior to ordering.

Go to My Account and register for an account. This will allow you store your shipping information for future orders and to access information about earlier orders placed under your account.

To log into an existing account, go to My Account and enter your login information.

Yes. You can purchase gift cards to be used at A Kintsugi Life on the Gift cards page.

All gift cards are valid for 1 year from the issue date. You choose the amount on the gift card, the date it is sent to the recipient, and have the option to include a gift message.

Gift card purchases are not combined with rest of your cart and may only be purchased using PayPal.

Go to the Gift cards page and click on the link to Check your gift card balance located below the Gift card purchase form.

Enter your gift card number in the box that appears and click the Check balance button to display your balance.

No, not at this time.

For issues with your order

Returns, refunds, and cancellations

For all pre-made items, you may change or cancel your order as long as you contact us before your order is shipped. If it has already been shipped, any changes will have to be handled as returns.

The one exception is custom order items. These orders can only be changed or canceled prior to work beginning on their creations. Once supplies have been ordered or actual construction of an item (or items) has begun, the order no longer qualifies for changes or cancellation.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original gift box packaging.

Our no-hassle return policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately we can’t offer you a refund.

Custom orders are not eligible for returns.

To complete your return, contact us with your order number as proof of purchase. We will supply the address to which your return should be sent with your return authorization number. Please include this number on the outside of the package.

For more information about returns, please visit our Return policy.

You will be responsible for paying for your own shipping costs for returning your item, so choose whichever shipping service works best for you. The address to ship your return to will be provided with the return authorization number.

Using a trackable shipping service or purchasing shipping insurance is recommended (but not required) to ensure that your return shipment arrives safely.

Please contact us immediately if you receive the wrong item to make arrangements to receive a pre-paid shipping label for the return of the incorrect item and to get the correct item shipped out as quickly as possible.

Please include your order information and an image of the wrong item in your message, if at all possible, to expedite this process.

All packages are shipped with insurance. If your package is damaged in transit, please keep all packaging materials. we will need clear photographs that show the damage in order to file the insurance claim, so these materials must be kept until that process is complete.

Contact us with pictures of the damaged packaging and items along with your order number to get the claim process started.

All shipments are shipped with insurance.

If you have not received a domestic shipment (USA) after more than 20 days from the date of shipment or an international shipment (outside the USA) after more than 40 days from the date of shipment, please contact us, and we can file an insurance claim to get you a full refund. You will need to verify your lack of receipt to the insurance company using a link we will send you in order to qualify for the refund. Insurance claims must be filed within 120 days of shipping, so you must notify us within that time to qualify.

Packages that are mis-delivered due to an incorrect address being provided by the buyer do not qualify for a refund. If these packages are returned to me, it will be treated as a return as described in the Return policy below. Likewise, if a package is rejected and returned to sender, it will be treated as a return as described in the Return policy.

Please contact us to receive support or obtain answers to any issues not mentioned above.

We do our best to answer all inquiries within a few hours, but it may occasionally take longer. If it has been more than 24 hours, please check your spam mail, junk mail, or other automated folders (especially in Gmail) as replies often get hidden there.

Everything else ...

Other questions

The basics of my repair process are described in every listing in the store. You can also consult my Stone kintsugi process page for a full description of the process. In addition, my Breaking and Kintsugi Repair of Stones video series on YouTube offers additional information regarding this process.

Please treat this repaired item with care. Avoid exposure to water, sweat, cleaners, and other liquids. Do not wear or use it while bathing, showering, swimming, or similar occasions when it will be exposed to moisture. Hard impacts or stress on the stone should also be avoided.

These care instructions are also printed on the back of the Kintsugi information card that comes with every purchase of a kintsugi repaired item.

No, not at this time. However, I have collected any classes, tutorials, and workshops that I know about on my Kintsugi classes and tutorials page, so you might be able to find something that will meet your needs there.

No, I only work with stone. Please consult my Kintsugi artists page, where I’ve listed other kintsugi artists that work with ceramics using both traditional and modern kintsugi methods.

If your broken item is made of stone, I might be able to repair it. Learn more about my custom repair services for stone and how the process works on my Custom kintsugi work page.

I do not work with any materials other than stone at this time, so if you have a non-stone item to be repaired, please consult my Kintsugi artists page, where I’ve listed other kintsugi artists that repair non-stone items using both traditional and modern kintsugi methods.

No, not at this time. Both stores that previously offered some of my kintsugi pendants have now closed. I do sell at occasional craft fairs. The current schedule can be found on the Events page.

No. If I have other stones that are similar to piece you like, I can make one that is similar, but the break pattern will not be the same. However, for many of the stones (especially the hearts), the stones themselves are one-of-a-kind, and I will not have another one like it. To learn more about the process of requesting a custom order, please consult my Custom kintsugi work page.

Please consult my Custom kintsugi work page to learn more about what I can and cannot do and to learn about the process for requesting a custom order.

Yes, we do accept guest blog posts, but only on the topic of kintsugi living. Please review the Guest Posting Guidelines to find out what we are looking for in submissions and how to submit your post for consideration.

We’d love to share your story of kintsugi living with our readers!

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Details in our returns policy

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