Shipping policy

Shipping Policy

Last updated: December 19, 2025

Thank you for shopping with CustomUrn. This Shipping Policy explains our production/processing timelines, shipping options, and how we handle delivery issues for custom-made memorial products.

Processing & Production Time (Custom Orders 10days)

Our items are made to order and personalized. Before shipping, your order requires production and quality inspection.

Processing/Production Time: Displayed on the product page or at checkout (varies by item and customization)
Production begins only after payment is successfully confirmed

Please review customization details carefully before placing your order. Custom orders cannot be rushed unless an expedited option is explicitly offered at checkout.

Shipping Time (Transit Estimates 7days)

Shipping time begins after your order has been produced and dispatched.

Transit times are estimates and may vary due to carrier capacity, weather, customs clearance, or other factors beyond our control.

If your order includes multiple items, they may ship together or separately depending on production and packaging requirements.

Shipping Rates & Methods

Shipping rates and available carriers/methods are shown at checkout and may depend on:

Destination country/region
Package size/weight
Selected shipping speed (standard/expedited, if available)

Any promotions, free shipping thresholds, or special offers will be displayed at checkout when applicable.

Order Tracking

When your order ships, you will receive a shipping confirmation email containing tracking information (when available).

Please allow 24–48 hours for tracking to update after the carrier scans the package.

Shipping Address & Delivery Accuracy

Customers are responsible for providing a complete and accurate shipping address.

If a package is returned to us due to an incorrect or incomplete address, refusal, or failed delivery attempts:

We may require an additional shipping fee to reship the order, and/or
We may be unable to offer a refund for custom-made items

If you notice an address error, contact us immediately at info@customurn.net. Address changes may not be possible once the order has entered production or has shipped.

International Shipping, Duties & Taxes

International orders may be subject to customs duties, import taxes, and brokerage fees imposed by the destination country.

These charges are not included in the product price or shipping cost unless explicitly stated
The customer is responsible for any applicable duties/taxes

Customs processing times vary and can affect delivery estimates.

Lost, Stolen, or Delayed Packages

Once a package is marked delivered by the carrier, delivery responsibility may transfer to the customer.

If your tracking shows “delivered” but you have not received the package:

Check around your property and with household members/neighbors
Contact the carrier for delivery confirmation
Then contact us at info@customurn.net and we will help you review next steps

For packages that appear lost in transit or stalled, please contact us. We may open a carrier investigation and request supporting information.

Damaged Packages or Items in Transit

Please inspect your package upon arrival.

If your item arrives damaged:

Contact us within 48 hours of delivery at info@customurn.net
Include your order number and clear photos of:
- The damaged item
- The inner packaging
- The shipping box (including shipping label)

We will evaluate the claim and, where appropriate, offer a resolution such as a replacement, remake, or refund consistent with our Refund Policy.

Signature Requirement (If Applicable)

Some orders may require a signature upon delivery for security reasons (based on destination, carrier, or order value). If a signature is required, it will be indicated during checkout or shipment confirmation.