Returns and Personalization

Our Promise to You

Thank you for trusting Memorial Urns to help honor someone you love. We know this purchase comes at a tender time, and we want this process to be clear and gentle. If you have any question at all, please reach out. We're glad to help.

Engraved and Personalized Items

Every engraved or personalized memorial is made just for your loved one. That includes any item ordered with custom options such as engraving, names, dates, photos, artwork, or a chosen design. Because these pieces can't be offered to another family, they are final sale and cannot be returned or exchanged.

Before you check out, please take a moment to check every name, date, and spelling. On items that offer a proof, we're happy to send one for you to approve before engraving begins.

Final sale never applies to a problem on our end. If your personalized memorial arrives damaged or defective, or if it doesn't match what you approved, see "Damaged, Defective, or Incorrect Items" below. We'll make it right.

Returning an Unengraved Item

If an item without engraving or personalization isn't right for you, you can return it within 30 days of delivery.

The item must be unused and in its original packaging.
Please contact us first. Our memorials ship from several different makers, so each item has its own return address and instructions. Items sent back without instructions may be delayed or refused. Email returns@memorial-urns.com with your order number and the item you'd like to return, and we'll guide you through the next steps.
You pay the return shipping. We recommend a trackable, insured service, since we can't be responsible for items lost or damaged on the way back to us.
A 10% restocking fee is deducted from your refund. This covers the fee our makers charge us to restock the item.
Original shipping charges are not refunded.

For example: you return a $200 urn. Your refund is $180: the $200 item price minus the $20 (10%) restocking fee. Any shipping you paid at checkout and the cost of sending the urn back are not included.

Damaged, Defective, or Incorrect Items

We pack every memorial with care, but sometimes things go wrong in transit or an order isn't right. If your item arrives damaged, defective, or different from what you ordered, please let us know within 7 days of delivery.

Email returns@memorial-urns.com with:

your order number,
a short description of what's wrong, and
photos of the item, the packaging, and the shipping label.

Please keep the item and all of its packaging until we've sorted things out, because the carrier or maker may need to see them.

We'll send a replacement or a full refund, whichever you prefer, at no cost to you. There's no restocking fee and no return shipping charge, and we handle the claim with the maker and carrier for you. This applies to engraved and personalized items too.

The 7-day window helps us resolve shipping claims quickly. It does not limit any rights you have under applicable law.

Canceling or Changing an Order

You can cancel or change your order free of charge any time before it has been engraved or shipped. Please email shop@memorial-urns.com as soon as you can, with your order number. Because engraving often starts on the same day, the sooner you write, the more likely we are to catch it.

Before engraving or shipping: we'll cancel and refund your order in full, including any shipping you paid.
Once engraving has begun: the order can no longer be canceled or changed, because the piece has already been personalized.
Once an unengraved order has shipped: we can't stop it in transit, but you can return it under "Returning an Unengraved Item" above.

Refunds

Once your return reaches the maker and is inspected, we'll email you to confirm your refund. Approved refunds go back to your original payment method. Depending on your bank or card provider, it may take several business days for the refund to show up.

If you haven't seen your refund after that, please check with your bank first, then contact us. We'll help track it down.

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