FAQ

1. Are your urns customizable?

Yes. All of our urns are handcrafted and can be personalized. You can add names, dates, or other meaningful details depending on the product.

2. What materials are your urns made of?

Our urns are made from high-quality materials such as ceramic, ensuring durability, elegance, and long-term preservation.

3. Is each urn handmade?

Yes. Every urn is individually handcrafted and made to order, which means each piece is unique and created with attention to detail.

4. How long does production and shipping take?

Since each urn is personalized and handcrafted, the timeline is as follows:

  • Production time: 6–7 business days
  • Shipping time: 8–14 business days

Once your order has been shipped, you will receive a tracking number via email.

5. Do you offer free shipping?

Yes. We offer free standard shipping within the United States.

For international orders, a flat shipping fee of $16.99 USD applies to the following countries:

  • Canada
  • United Kingdom
  • Australia
  • New Zealand
  • Mexico

6. What should I do if my item arrives damaged or defective?

Please contact us at info@customurn.net within 7 days of receiving your shipment.

Be sure to include:

  • Your order number
  • Clear photos of the damaged item
  • Photos of the packaging

This will help us review your request and assist you as quickly as possible.

7. Can I return or exchange my order?

Because our products are personalized and made to order, we do not accept returns or exchanges unless the item is damaged or defective.

8. Do you provide tracking information?

Yes. Once your order has been shipped, you will receive a tracking number via email.

9. Will I need to pay customs duties or taxes?

For international orders, customs duties or import taxes may apply depending on your country. These charges are the responsibility of the customer.

10. How can I contact customer support?

If you have any questions, feel free to contact us:

Frequently asked questions
▶ Are your memorial urns personalized?

Yes. All our memorial urns are custom-made and personalized according to the details you provide, such as names, dates, inscriptions, or reference images.
▶ Can I return or exchange a custom urn?

Because our products are personalized, we do not accept returns for change of mind. Returns are accepted only if the item arrives damaged or has a serious manufacturing defect.
▶ How long do I have to request a return?

You must submit a return request within 30 days of receiving your item. Returns sent without prior approval will not be accepted.
▶ How long does production take?

Production times vary by product and are displayed on the product page or at checkout. Production begins only after payment and customization details are confirmed.
▶ How long does shipping take?

Shipping time begins after production is completed . Delivery takes 10-17 days from order confirmation to customer receipt.，Transit times vary by destination. Tracking information will be provided once your order ships.
▶ What should I do if my item arrives damaged?

Please contact us within 48 hours of delivery at info@customurn.net and include your order number and clear photos of the item and packaging.
▶ Are slight variations normal?

Yes. Because each item is custom-made, subtle variations in color, texture, or finish may occur. These are normal and not considered defects.
▶ Is my payment secure?

Yes. All payments are processed through Shopify Payments using industry-standard encryption. We do not store your credit card information.