FAQs
Orders
How do I place an order?
Browse our collections, select the product you'd like, choose your preferred option (Model / Model + Base / Model + Base + Engraving), and click "Add to Cart." When you're ready, click the cart icon and proceed to checkout to enter your shipping and payment details. You'll receive a confirmation email once your order is successfully placed.
How do I know my order has been successfully submitted?
You will receive an order confirmation email at the address you provided at checkout. Please check your spam folder if you don't see it within a few minutes. If you still haven't received it, contact us at customers@concretime.com.
Can I change or cancel my order after placing it?
We begin production shortly after an order is placed. If you need to make changes — including engraving text corrections or address updates — please contact us at customers@concretime.com within 24 hours of placing your order. We cannot guarantee changes after production has begun, especially for custom engraved pieces.
How do I use a discount code?
At checkout, look for the "Discount code" field. Enter your code and click "Apply." The discount will be reflected in your order total before you confirm payment. Only one discount code can be applied per order.
Products & Customization
What are your products made of?
All Concretime pieces are hand-cast from high-quality concrete. Each model has a raw, natural grey finish that varies slightly in texture from piece to piece — this is a characteristic of handcrafted concrete goods, not a defect. No two pieces are exactly alike.
What is the "Model + Base + Engraving" option?
This option includes the concrete model, a wooden display base, and custom laser engraving on the base. You can engrave a name, graduation year, personal message, or any short text of your choice. Please leave your engraving text in the order notes at checkout.
What should I engrave on my piece?
Popular choices include a graduation year (e.g. "Class of 2025"), a name, a meaningful date, or a short phrase. We recommend keeping engraving text under 40 characters for the best visual result. Please double-check your text before submitting — custom engraved orders cannot be changed once production begins.
Do the dimensions vary between products?
Yes. Each model is sized to best capture its subject. Dimensions are listed on each individual product page. All pieces are designed as desktop sculptures — compact enough for a desk, shelf, or bookcase.
Are your products suitable as gifts?
Absolutely. Every Concretime piece ships in protective packaging suitable for gifting. The "Model + Base + Engraving" option makes a particularly meaningful graduation gift, alumni keepsake, or commemorative piece. If you'd like a gift message included, leave a note at checkout.
Shipping & Delivery
How long does it take to receive my order?
Because every piece is handcrafted to order, please allow 2–5 business days of production time before your order ships. After shipment, delivery typically takes 4–10 business days. Total estimated time from order to delivery is 6–15 business days.
What are your shipping rates?
Shipping rates are as follows:
- United States: $9.99 for orders under $99.99 | FREE for orders $99.99 and above
- International (Worldwide): $7.99 for orders under $99.99 | FREE for orders $99.99 and above
Do you ship internationally?
Yes — we ship to most countries worldwide. International orders may be subject to customs duties or import taxes imposed by the destination country. These charges are the buyer's responsibility and are not included in the purchase price.
How can I track my order?
Once your order has shipped, you will receive a tracking number by email. You can use that number to track your package via the carrier's website or a universal tracking site such as 17track.net.
Can I ship to an address different from my billing address?
Yes. Simply enter the recipient's address in the "Shipping address" field at checkout. This is a common choice for gift orders.
Can I change my shipping address after ordering?
Please contact us at customers@concretime.com within 24 hours of placing your order. We will do our best to update the address before your order ships, but we cannot guarantee changes once the package has been dispatched.
Returns & Refunds
What is your return policy?
We accept returns on standard (non-customized) items within 30 days of delivery. Items must be in original, unused condition. Return shipping is the buyer's responsibility. Refunds are issued within 5–7 business days after we receive the returned item.
Can I return a custom engraved item?
Because engraved pieces are made specifically for you, we cannot accept returns on custom orders except in cases of damage or error on our part. Please review all engraving text carefully before placing your order.
What if my item arrives damaged or incorrect?
We're sorry if this happens. Please notify us within 7 days of delivery by emailing customers@concretime.com with photos of the item and packaging. We will send a replacement or issue a full refund — your choice, at no cost to you.
How do I start a return?
Email customers@concretime.com with your order number and the reason for the return. Do not send items back without contacting us first. We will respond within 1–2 business days with instructions.
Payment & Security
What payment methods do you accept?
We accept all major credit and debit cards (Visa, Mastercard, American Express), as well as Apple Pay, Google Pay, and Shop Pay for a fast, secure checkout.
Is it safe to use my credit card on your website?
Yes. Our store is powered by Shopify, which uses industry-standard SSL encryption and PCI-compliant payment processing. Your card details are never stored on our servers.
Is my personal information kept private?
Yes. We use your information only to process your order and communicate with you about it. We do not sell or share your personal data with third parties for marketing purposes. Please see our Privacy Policy for full details.
Still have a question?
We're happy to help. Email us at customers@concretime.com and we'll get back to you within 1–2 business days (Monday – Friday).