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Thank you for choosing Urn Garden. If you are not completely satisfied with your purchase, contact us via phone or email to make arrangements with in 10 days of receiving your merchandise for a return or exchange.We do not respond to social media requests.
There is no additional charge for using a credit card or Paypal. Urn Garden is a secure site, but if you prefer more personal customer service, please feel free to call 1-888-876-1467 and place your order over the phone. We also accept checks and money orders. Call for details. Your order will ship after payment clears.
In order to ensure the best possible return service, please notify us by sending an e-mail to info@urngarden.com or calling 1-888-876-1467 to obtain return instructions, this will prevent unnecessary delays and/or additional shipping charges. Social media is not an acceptable platform to contact us regarding issues.Item that have been refused for delivery will be considered a return.
Non-Personalized Items
Customer has ten (10) business days from delivery date to return item for a full refund, less return shipping and 15% restocking fee and the orginal shipping fees associated with the order. Expedited shipping fees will not be reimbursed unless the delivery was not delivered according to terms. Customer pays return shipping charges insurance for full amount of purchase. If return is damaged during transit back to us and not insured up to full amount, customer will be responsible for difference. In order to honor the full refund guarantee the following conditions must be met:
You may be required to provide photographed details of the defective or incorrect product for internal review prior to any action being taken. Customer has ten (10) business days from the delivery date to report defective or incorrect products. If product is damaged during shipping, we reserve the right to replace item as originally ordered.
Please allow an additional 2-3 business days for processing on engraved order. In order to ensure accuracy, we do not rush personalized items. No returns on personalized products. This includes any and all personalized items we carry, if work has already started there will be no returns allowed unless the product is defective or our error. Engraver will determine best placement and formatting for your project. There may be variations from the orginal submission. Whenever possible, we will contact you, but time contraints may limit our efforts. If personalization has not started on item and customer wishes to cancel order, a service fee may be incurred. Urn Garden reserves the right to replace the defective or incorrect product. If client provided incorrect information for engraving and the work is in progress or completed client will place another order with revised engraving information.
You may be required to provide photographed details of the defective or incorrect product for internal review prior to any action being taken. Customer has ten (10) business days from the delivery date to report defective or incorrect products. If product is damaged during shipping, we reserve the right to replace item as originally ordered.
If purchasing a product made from natural stone or wood buyer accepts that stone and wood are natural materials with variations in color and other characteristics and agrees to accept such natural variations.
Handcrafted Items
Many of our items are hand crafted and buyer should accept that color and slight variations to the design may occur in the manufacturing process. Computer monitor settings can also affect the way merchandise appears in photos, buyer should allow for this.On occasion manufacturers may make slight design changes and while we strive to keep product descriptions accurate, there may be instances where the description may not include the latest update to the design.
Bronze Orders and Custom Orders
Bronze work is considered a custom order. Once production begins, cancellations are not possible. We do not normally rush production on these pieces, however in some circumstances we may be able to expedite your order, depending on our production and staffing schedule, as well as the complexity of your project. A surge fee will apply.
We will email you a proof for your approval before shipping. Once your confirmation is received, we will process your order for shipment. Bronze deliveries require signature on delivery. Please keep this in mind when choosing your delivery address. Depending on the size of your art piece, the item may be crated for secure shipment.
Returns are accepted for bronze orders within 10 days of delivery, arrangements must be made in advance by calling or emailing for an RMA number. Buyer is responsible for return shipping charges. Any return must be sent insured for full value and provide tracking and delivery confirmation.
After item is received and inspected in our warehouse, refund will be issued less the original delivery charges and restocking fees. All production, shipping times, weights and measurements are approximate.
Substitutions
In the event that an item is out of stock, we reserve the right to substitute similar products in place of the orginal item ordered.
Damage Claims
You must contact us within 48 hours of deliver for damage claims. We take extra care when packaging or crating items for your order to ensure a safe delivery. It is your responsibility to inspect the items upon delivery. Some items, like jewelry and bronze sculpture require a signature on delivery, make sure you inspect the items before signing any paperwork that the shipping carrier provides. Once signed, you have declared on a legal document that the order arrived without incident. In the event that there is damage, save all packaging, crating, and packing materials until the claim process is resolved. Additionally, you may be asked to provide photographic evidence of packaging and contents to support the claim that will be submitted to the courier, as we are not responsible for any damage that occurs once the item is loaded onto the shipper's vehicle for transport from our warehouse.
We are not responsible for damage that occurs after the merchandise is in your possession.
Our prices include the merchandise with any specified options and shipping within the continental United States only unless otherwise stated. The price does not include cemetery setting fees or charges, funeral home charges, sales taxes, overnight or 2nd day delivery, and extra cost options, unless otherwise noted. Due to the volatile market, mostly metals, and gold, prices are subject to change without notice. Please feel free to call for additional pricing information. In the event of a typo or error in pricing, Urn Garden reserves the right to refuse the order and will refund your payment immediately.
Sales tax will be added automatically to orders for Missouri residents.
Pricing includes regular ground shipping or common carrier shipping to the destination within the lower 48 states. Due to the different products and suppliers shipping restrictions will vary from one product to the next. If you are ordering a variety of memorial merchandise, separate shipments may occur as several of our custom and decorative products ship directly from the artists. On expedited shipments, some flag cases, bronze urns, memorial stones, and sculpture pieces may be considered oversized by UPS or Fed Ex and require handling fees that are not included in the estimate at checkout. Your card will be charged the overage amount. Please leave good contact information so that we may contact you regarding speedy transit of your purchase. Currently, we do not ship outside the USA.
At the time Urngarden.com was founded, the choices for urn styles was slim at best and we knew we could give families a wider selection and better price point than what was offered at the funeral home. Due to the rise in cremation rates and current economic conditions the industry has become extremely competitive. In order to save the families we serve time and energy shopping for the product that no one wants to buy, and give our customers the best value, we offer our Low Price Guarantee.
If you find a lower price including shipping and handling on the exact same product contact Urn Garden via email or call 888-876-1467 and we will match that price according to the following criteria:
Please include the following information:
Urngarden.com reserves the right to match or beat any price and limit quantities. Price Match is subject to change at any time.