Frequently-asked questions (FAQs)
Where can I learn about cremation and preplanning?
It’s understandable to have questions, and to help guide you, we’ve assembled information about a variety of topics, such as cremation planning. Please visit our blog to browse all our cremation information.
What size urn do I need?
This is a good question. Most of our urns will hold the cremation ashes of a 200 pound adult, and some will hold more. Generally, when estimating the capacity of an urn, one cubic inch is approximately equal to one pound. Please note, because our urns are works of art, the sizes we provide are estimates only. We cannot guarantee the exact capacity.
To view the estimated capacity of a specific urn, please view More Details located on that urn’s information page.
Do you offer free shipping?
Yes, we offer free ground shipping to all locations in the contiguous United States. In the Denver metro area, we offer same day delivery at no charge. Orders must be placed by 5 pm, Mountain Time, Monday through Friday. Deliveries are made Monday through Friday, unless you specifically request Saturday Delivery. Orders placed on Saturday or Sunday will not ship until Monday.
How long does it take to ship an order?
Depending on where you live, you may choose from several shipping options, including Overnight, Two-Day, Express Saver and Ground delivery. (If you live in the Denver metro area, we offer same day delivery at no charge.) The deadline for placing an order is 5 pm, Mountain Time, Monday through Friday. Deliveries are made Monday through Friday, unless you specifically request Saturday Delivery. Orders placed on Saturday or Sunday will not ship until Monday.
If you live outside the United States, it may take longer to ship. To discuss your specific needs, call us toll-free at 877.249.7735 (Monday – Friday, 9 am to 5 pm, MT).
Do you offer Saturday delivery?
To discuss whether Saturday delivery is possible in your area, please call us toll-free at 877.249.7735 (Monday – Friday, 9 am to 5 pm, MT).
How do I ship to an international address?
To discuss your international shipping needs, please call us toll-free at 877.249.7735 (Monday – Friday, 9 am to 5 pm, MT).
How do I determine the shipping charges on my order?
We offer free ground shipping to all locations in the contiguous United States. And if you live in the Denver metro area, we offer same day, hand delivery at no charge to you.
If you request express shipping (Overnight, Two-Day or Express Saver), you are responsible for paying the shipping charges, and they will be calculated during “checkout.” Typically, overnight delivery ranges from $20 to $100+, depending on the size of the urn ordered and delivery destination.
Can I track the status of my order?
Yes, when your order has been shipped, you will receive an email with a tracking number and a link to the Federal Express website. You can visit that link to follow the status of your order.
What methods of payment do you accept?
We accept the following credit cards: Visa, MasterCard, American Express, and Discover.
How do I know if online ordering is secure?
We partner with Authorize.Net (a leading payment gateway since 1996) to offer safe and secure credit card transactions for our customers. Authorize.Net uses 128-bit Secure Socket Layer (SSL) encryption technology to protect your personal information as it is transmitted to us. To make sure you are accessing the secure server before you submit your personal financial information, the first few characters in our website address should say “https,” rather than just “http.” Some browsers also display a solid key icon or a locked padlock icon that indicates the website is secure through SSL.
Can I place an order over the phone?
Yes, please call us toll-free at 877.249.7735 (Monday – Friday, 9 am to 5 pm, MT).
Does my computer need to accept cookies to shop on your website?
Yes, your computer needs to accept cookies to place an order on our website. If you prefer, you can always place your order by calling us toll-free at 877.249.7735 (Monday – Friday, 9 am to 5 pm, MT).
Can I return or exchange my purchase if I don't like it?
If you are not 100% satisfied with your purchase or you wish to make an exchange, you may return your urn or keepsake within 30 days, and we will refund the full purchase price, less the shipping. To be eligible:
- Your urn or keepsake must be returned in its original, unused condition.
- Your urn or keepsake must be returned in the original packing.
- You must call us in advance to request a return authorization number.
The urn or keepsake is your responsibility until we receive it, so please insure your return shipment.
We’re sorry, but custom pieces, or items that have been personalized, cannot be refunded or returned once you approve the artwork.
Our complete return policy can be viewed here.
What if my item is on back order?
Generally, we only display urns on our website that are in stock. With that said, there may be times in which you request a quantity that exceeds our supply. For example, you may want to order 10 keepsakes of a particular art piece, but we only have six available. In these instances, we will contact you within 24 business hours of when you place your order to discuss your options.