Frequently Asked Questions, Refunds and Returns Policy
Frequently Asked Questions
Many orders ship the same or next day, depending on when the order is received. Personalized items (items requiring engraving) may require an additional 1-2 days of processing time. Please note that if you requested a proof, we’ll lay out the engraving, then send it to you for review. This will add a bit of time to fulfillment of your order.
Engraving/personalization questions are very common, and we’re happy to answer any questions you might have. We know how important this is and we want it to be perfect, so we welcome questions you might have. In addition, we’ll contact you if we have any questions about the engraving information you submitted with your order
Yes. We offer an alternative to purchasing from your funeral home. You can browse our product selection from the comfort of home and take your time to make sure the personalization is exactly what you want
We’re always happy to help in any way we can with special requests, whether it’s an alternative layout, special graphics you provide, or something else that will make your memorial unique. Please don’t don’t hesitate to contact us via phone, email or text with any special needs you might have and we’ll do our best to make them happen.
We take customer orders over the phone all the time. Some customers don’t feel comfortable placing on order on line, while others have specific questions prior to ordering. Whatever the need, please don’t hesitate to call us if you prefer to order via phone..
Absolutely. Our site is 100% encrypted via a digital certificate in order to ensure privacy during your browsing experience.
In addition, for maximum security, we do not save your payment information in our system. It adds an extra step if you should decide to order with us again, but we feel it’s the safest, as this eliminates the possibility of compromising our customers’ sensitive financial data.
Refunds and Returns Policy
Overview
Qualifying items may be returned for refund or exchange within 30 days of the date the purchase was completed.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
Customized items
Engraved items and items that have been customized in other ways may not be eligible for return or exchange as the cannot be restock or resold. If you are unsure of whether an item may be returned to us, please contact us.
To complete your return, we require that you contact us first to receive an authorization and return shipping instructions that are specific to the item you have purchased. Items which are returned to the address on our website may incur additional charges which may be deducted from the amount of your return. Please do not ship any items to our address without receiving an authorization to do so.
In the event that a cremation urn has been used, it may not be returned to us.
Refunds
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, usually within 24 hours of notification. Please note that your payment method (credit card, Paypal) may require several days to credit the amount to your payment account, as allowed by law. We cannot be held responsible for processing delays imposed by your payment method provider.
Closeout or discontinued items
Due to the special nature of these items, they may not be eligible for return or exchange. Check the individual product page for any applicable restrictions.
Exchanges
If an item qualifies for return and is to be exchanged for another item, a shipping charge my apply.
Shipping returns
To return your product, you should mail your product to the address you receive from us, not to the address listed on our website.
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
You must pack your returned item carefully to prevent damage during transit. Packing it so it is not able to move inside the shipping box is essential for preventing damage. Ship using a method that provides tracking and/or delivery confirmation and be sure to insure the package with the carrier in the even of loss or damage. Please note that most carriers will not cover damage due to inadequate packaging.
Need help/have additional questions?
Contact us at support@choiceurns.com for questions related to refunds and returns.