At The Urn Company, we understand that purchasing a memorial urn is a deeply personal decision. We are committed to providing exceptional service and quality products, and we encourage customers to carefully review product descriptions, dimensions, and photographs before placing an order.
Please inspect your order upon delivery.
If your item arrives damaged, defective, or if you receive the wrong product, please contact us within 7 days of delivery at orders@theurncompany.ca.
To help us resolve the issue as quickly as possible, please provide:
Once reviewed, we will work with you to provide a replacement, repair, store credit, or refund, as appropriate.
Due to the personal and memorial nature of our products, we generally do not accept returns for reasons such as:
Exceptions may be considered at our sole discretion for unused, unfilled items that are returned in their original condition and packaging within 14 days of delivery.
Return requests must be approved in advance. Items returned without prior authorization will not be accepted.
The following items are not eligible for return or exchange:
If a return is approved for reasons other than damage, defect, or shipping error, the customer is responsible for all return shipping costs.
Original shipping charges are non-refundable.
We recommend using a trackable and insured shipping service, as we cannot be responsible for items lost or damaged during return transit.
Approved refunds will be issued to the original method of payment after the returned item has been received and inspected.
Please allow up to 10 business days for the refund to appear on your account after it has been processed.
If you have any questions regarding your order, please contact us at:
We are here to help and will do our best to resolve any concerns promptly and respectfully.