Shipping Policy

At Urns Sales Store, we understand that our memorial urns carry profound significance during life’s most sensitive moments. Our shipping and returns policies reflect our commitment to serving you with dignity, respect, and care throughout your memorial journey.

Shipping Information

We handle every order with the reverence it deserves:

We ship worldwide (excluding certain remote areas and parts of Asia). You may track your order using the tracking number provided in your shipment confirmation email.

Our Return & Exchange Commitment

While we strive for perfection in every memorial piece, we understand there may be rare occasions when an item needs to be returned or exchanged. Our policy reflects our dual commitment to honoring the sacred nature of these items while ensuring your complete satisfaction.

Non-Returnable Items

For reasons of dignity, hygiene, and practicality, we cannot accept returns on:

• Personalized or engraved urns
• Glass urns (due to fragility and potential damage during return shipping)
• Any urn that has been used or contains memorial remains

Return & Exchange Process

We’ve designed our return process with the same care we apply to crafting our memorial pieces:

1. Contact Our Compassionate Team
   Email us at [email protected] within 15 days with:
   • Subject line: “Return/Exchange Request”
   • Your order number
   • Reason for return/exchange
   • Preference for refund or exchange
   • Photos if there’s visible damage
2. Await Approval
   Our team will respond within 2 business days with return instructions and an RMA number.
3. Package Carefully
   Securely repackage the item in its original packaging with all included materials.
4. Ship Back
   Send to:
   Urns Sales Store Returns Department
   591 Melody Lane
   Richmond, US 23223
   We recommend using a trackable shipping service and retaining your receipt.
5. Processing
   After inspection (within 5 business days of receipt), we’ll process your refund or exchange.

Refund Information

Refunds will be issued to your original payment method within 7-10 business days after we receive and inspect the returned item. Please note:

• Original shipping fees are non-refundable
• International returns may be subject to non-refundable customs fees
• Processing times may vary by payment provider (Visa, MasterCard, JCB, PayPal)

Exchange Policy

Should you wish to exchange your urn for a different style (such as moving from a Marble Urn to a Tree of Life Wood Urn), we will:

• Process any price difference (charging or refunding as appropriate)
• Ship the new item via your original shipping method
• Cover the shipping costs for the replacement item

Damaged or Incorrect Items

If your item arrives damaged or incorrect (for example, receiving a Blue Coral Butterfly Urn instead of the Acacia Marble Urn you ordered):

1. Contact us immediately at [email protected]
2. Include photos of the damage or incorrect item
3. We will arrange for a replacement at no additional cost
4. Provide a prepaid return label if needed