Refund policy
Return Window
- Returns must be initiated within 30 days of purchase.
- Returns requested after 30 days cannot be accepted.
- Date of purchase is determined by original sales receipt.
Return Eligibility Requirements
To be eligible for return, items must be:
- Unused and in original condition
- In original packaging
- Not personalized or engraved
- Accompanied by proof of purchase/receipt
- Returned in resalable condition
Non-Returnable Items
- Personalized or engraved items
- Custom orders
- Items not in original packaging
- Used or damaged items (except shipping damage)
Damaged or Defective Items
If you receive a damaged or defective item:
- Contact us immediately at support@northamericanurns.com
- Include photos of the damage
- We will replace damaged or defective items at no cost
- Original shipping charges will be refunded for damaged/defective items
Exchange Process
- We only offer exchanges for defective or damaged items
- For same-item exchanges, email support@northamericanurns.com
- Include your order number and reason for exchange
- Ship items to:
North American Urns and Memorials
6605 Grand Montecito Pkwy, Suite 100
Las Vegas, NV 89149
Shipping Guidelines
- Customer is responsible for return shipping costs unless item is defective/damaged
- Original shipping charges are non-refundable
- Return shipping costs will be deducted from refund amount
- For items valued over $75, we recommend:
- Using a trackable shipping service
- Purchasing shipping insurance
- We cannot guarantee receipt of untracked returns
- Delivery times for exchanges vary by location
Refund Process
- Return received and inspected
- Email notification sent confirming receipt
- Refund approval/rejection notification sent
- Approved refunds processed to original payment method
- Bank processing times vary by institution
Missing Refunds
If you haven't received your refund:
- Check your bank account again
- Contact your credit card company to verify processing
- Contact your bank regarding posting time
- If still not resolved, email us at support@northamericanurns.com
Additional Information
- Keep all return shipping documentation
- Take photos before shipping return items
- Insure valuable returns
- Contact us with any questions before initiating return
Contact Information
For return-related questions:
Email: support@northamericanurns.com
Phone: (612) 380-0654
Hours: 8:00 AM – 4:00 PM Pacific Time
Policy Updates
North American Urns and Memorials reserves the right to modify this return policy at any time.