FAQ

❓ Are your memorial urns customizable?

Yes. All our memorial urns are made to order and personalized. Custom options may include names, dates, inscriptions, or artwork based on the information you provide.

❓ Can I return a personalized urn?

Because our products are customized, we do not accept returns for change of mind. Returns are accepted only if the item arrives damaged or has a serious defect, in accordance with our Refund Policy.

❓ How long do I have to request a return?

You must submit a return request within 30 days of receiving your item. Items returned without prior approval cannot be accepted.

❓ How long does production and shipping take?

Production time varies by product and is shown on the product page. Shipping time begins after production is completed. Delivery takes 10-17 days from order confirmation to customer receipt.，Tracking information will be provided once your order ships.

❓ Are your urns durable and stable?

Yes. We use durable, stable materials, and every item is inspected before shipping to ensure long-term reliability.

❓ What should I do if my item arrives damaged?

Please contact us within 48 hours of delivery at info@customurn.net with photos of the item and packaging so we can assist you promptly.

Important Notice About Custom Orders

All CustomUrn products are made to order and personalized.
Please review our Refund Policy carefully before purchasing.

  • Personalized items are not eligible for return due to change of mind

  • Returns are accepted only for verified damage or serious defects

  • Return requests must be submitted within 30 days of delivery

By placing an order, you acknowledge and agree to these terms.

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.