FAQs and Support

Delivery

All goods are shipped from Toronto (CA). A tracking number is provided. 

Since our sand bottles are made to order and 100% hand made. We aim to ship in-stock orders within 1-3 business days. Custom order production may take about 3-10 business days depending on how detailed it requires. Therefore, it usually takes 10- 30 business days (PROCESSING + SHIPPING) after the order date to receive your order. Bulk order production terms are negotiable on an individual basis. 

Shipping services: From Canada to worldwide

Canada

  • Priority‚ĄĘ shipping

On-Time Delivery Guarantee, Tracking, Delivery Confirmation, Signature, Coverage up to $100 CAD. Priority shipping will usually take 1-2 working days to deliver your package to main cities around the world.

  • Xpresspost‚ĄĘ shipping

On-Time Delivery Guarantee, Tracking, Delivery Confirmation, Coverage up to $100 CAD. Xpresspost shipping will usually take 1-2 working days to deliver your package to main cities around the world.

  • Expedited Parcel‚ĄĘ¬†shipping

Tracking, Delivery Confirmation, Coverage up to $100 CAD. Service not available at the counter. Expedited Parcel shipping will usually take 1-7 working days to deliver your package to main cities around the world. 


*Accurate delivery shipping prices are calculated during the checkout process.

United States

  • Xpresspost‚ĄĘ - USA

On-Time Delivery Guarantee, Tracking, Delivery Confirmation, Coverage up to $100 CAD. Xpresspost shipping will usually take 2-3 working days to deliver your package to main cities around the world. 

  • Expedited Parcel‚ĄĘ - USA¬†

Tracking, Delivery Confirmation, Coverage up to $100 CAD. Expedited Parcel shipping will usually take 4-10 working days to deliver your package to main cities around the world. 

  • Small Packet‚ĄĘ - USA Air¬†

Same rate to all US destinations, 2kg Max. Small Packet shipping will usually take 5-8 working days to deliver your package to main cities around the world. 

  • Tracked Packet‚ĄĘ - USA¬†

Same rate to all US destinations, 2kg Max, Tracking, Delivery Confirmation, Coverage up to $100 CAD. Tracked Packet shipping will usually take 5-13 working days to deliver your package to main cities around the world. 

 

*Accurate delivery shipping prices are calculated during the checkout process. 

 

International 

  • Xpresspost‚ĄĘ -¬†International

On-Time Delivery Guarantee, Tracking, Delivery Confirmation, Coverage up to $100 CAD. Xpresspost shipping will usually take 4-10 working days to deliver your package to main cities around the world. 

  • International Parcel Air

Destinations not covered by Xpresspost‚ĄĘ International, Coverage up to $100 CAD. International Parcel Air¬†shipping will usually take¬†6-10 working days¬†to deliver your package to main cities around the world.¬†

  • International Parcel Surface

Cheap but long delivery time, Coverage up to $100 CAD. International Parcel Surface shipping will usually take 4-12 working weeks to deliver your package to main cities around the world. 

  • Small Packet‚ĄĘ - International Air¬†

2kg max. Small Packet shipping will usually take 6-12 working days to deliver your package to main cities around the world. 

  • Small Packet‚ĄĘ - International Surface¬†

Cheap but long delivery time, 2kg max. Small Packet shipping will usually take 4-12 working weeks to deliver your package to main cities around the world. 

  • Tracked Packet - International¬†

Delivery Confirmation, 2kg max, Tracking, Coverage up to $100 CAD. Tracked Packet shipping will usually take 4-7 working days to deliver your package to main cities around the world. 

 

*Shipping costs vary depending on the chosen destination of your order. To get the information about the price of delivery add the product(s) you want to purchase to the basket and proceed to checkout. When choosing the delivery via DPD option and indicating your address, the price will be automatically updated and visible. 

Please be aware that we are at the mercy of our shipping partners and there can be unforeseen delays in customs or with delivery. Please be aware that orders from outside the CA may be subject to import fees on delivery.

 

 

Return Policy

We put great care into what we do and we also care about our FallingInSand customers! Since all the products are personalized designed, we do not accept returns or exchanges unless the item you purchased is defective. 

 

EXCEPTIONS: 

If anything you receive from us is damaged or faulty when it is delivered, please notify us within 3 days from receiving the parcel. Once confirmed, we will re-make and ship to you for FREE.

 

 

FAQs 

- They look great! Do you set them somehow when they’re done?

Yes, I do. I use special glue to set them carefully so they will stay still like a normal adornment. You can find ‚ÄúShaking the Sand‚ÄĚ videos here.¬†¬†

- Do you have any care tips for me to store the artwork?

We don’t want your special moment to fade. Each sand bottle is specially treated to last! To maintain the quality of Sand bottle, please: DO NOT drop it on the ground. DO NOT try to open the lid if there is one. Try to put it somewhere cool and dry.

- Will you add music to every work you’ve done? Can I order specific music? 

Putting music to time-lapse is just my habit. But yes, you can send me your favourite music and I’ll try to put them together. 

- How long does it take you for one work?

 It depends on the size and how detailed it is. The average time would be 6-12 hours. 

- Are you taking custom orders? Can you make a photo?

Yes, I am. Please contact me for details.

- What’s the biggest and smallest you’ve ever done? 

The biggest I’ve done is the 2-D story-telling sand painting for companies. The smallest one is a key ring!

- Are you just done in jars/bowls or can they actually be like hung on a wall?

If you’ve checked me out on Instagram, you’ll find that I also do glass framed paintings. Yes, they can be hung on a wall. 

- Could I send my requirements to any of your social media account?

Yes, you could. We have Instagram shopping and Facebook shop now. You're also welcomed to place your orders here on the website, so your orders will be dealt with as soon as possible. 

- Hey, I like watching your de-stress videos. Where can I find more?

You can find more relaxing videos here for free forever. 

- What is the general process of ordering?

    Step 1: select your item, place order and check out

    Step 2: we will send you an email to confirm your order and personalized info, i.e. initials and letters

    - Questions about prices? 

      All our prices are listed in US dollars. The price shown is a base fare, additional charges may apply for your specific requirements. Make sure to keep contact with us before/after checkout.

      - Do I have to create an account if I want to order online?

        No, you don't. You may place an order as a "guest" without creating an account. You will be asked for billing and shipping information, but this will only be used to process your order. The website will be upgraded soon so you will be able to create your account and maintain your orders.

        - What methods of payment do you accept?

          Our website accepts PayPal, MasterCard, Visa, and American Express.

          - Can I change/cancel my order?

            Once you confirm the email, we will start to process the order and the order cannot be changed nor canceled. Please send us email info@fallinginsand.com within 24 hours to confirm whether the order has been processed. If not, we will modify the order for you.

            - How do I personalize a gift on your site?

              For personalized portraits,  please send us an email with the picture/letters/initials that you would like to use. info@fallinginsand.com

              For other items, there is an option to add letters/initials for each item.

              - How much does customization cost?

                For personalized portraits, you can add up to six letters for free.

                For other items, you can see the costs after selecting ‚Äėadd words / initials‚Äô option

                - How do I give more specific customization instructions?

                  After you add the item into cart, you will be able to leave detailed instructions before checking out. Or you are welcome to discuss your specific customization through info@fallinginsand.com

                  Click to read more detailed personalization rules. 

                   

                  Privacy Policy

                  We are keeping your information private. We will not pass on, sell, or swap any of your personal information. We will only use your information to identify and administrate your orders.