Frequently Asked Questions (FAQs)

Q: When will my urn arrive?

A: Read more details about our shipping process on our Shipping Policy page.

 

Q: I’m working with a family and we need expedited shipping. Is this possible?

A: Absolutely. As long as the urn you ordered is in stock, we can send it overnight or two-day shipping at the cost listed on our Shipping Policy page or presented during the checkout process. Note that personalized items purchased online will take additional time and vary by product. Please contact us if you have any concerns about our express service.

 

Q: What does it mean if my urn is not in stock?

A: Some of our urns are handmade and may take a few weeks to arrive. The site specifies if an urn is back-ordered. We will let you know exactly when it should arrive. Our website will reflect all of our current inventory once you register. 

    

Q: What if all the ashes don’t fit in the urn?

A: We hope this doesn’t happen, but if it does and you love the urn, you can purchase an additional keepsake. We can accept returned urns that have not been personalized or items not marked Final Sale. Click here for more on our Returns & Exchanges Policy.

 

Q: How do I order a personalized or engraved item?

A: Currently we offer engraved name plates that can be added to many urns.  Please visit Engraved Name Plates to select an option. Once you select the engraved name plate, we will send you a proof for you to review and approve prior to going into production. 

Q: How do returns work?

A: It’s important to us that you are happy with your urn. As long as the urn isn’t personalized or used, you can send it back with the return shipping label we provide. To start a return, please visit our Return Center. Click here for more on our Returns Policy.

 

Q: Will my credit card and personal information be safe?

A: Your privacy and security are a huge priority for us.  Our online store technology protects credit card information according to Payment Card Industry Data Security Standards (PCI-DSS). 

Your credit card details are stored encrypted using AES-256 encryption and transmitted over the Internet using Secure Socket Layer (SSL).  In addition to SSL, we offer our customers an additional layer of online shopping protection through Norton Shopping Guarantee — a third-party service by Symantec to address your concerns about information security, merchant reliability and getting the best price.