Frequently asked questions
Are your memorial urns customizable?
Yes. Our memorial urns can be personalized with names, dates, photos, portraits, or meaningful tribute details. Whether you are honoring a loved one or a beloved pet, each custom detail should be entered carefully before checkout.
How do I choose the right urn size?
Urn capacity is usually measured in cubic inches. As a general guideline, 1 pound of healthy body weight before cremation requires about 1 cubic inch of urn capacity.
For example, a 50 cubic inch urn is generally suitable for up to about 50 lbs, while a 100 cubic inch urn is generally suitable for up to about 100 lbs. Smaller urns may also be used for partial ashes, keepsake memorials, or shared remembrance.
If you are unsure which size to choose, we recommend selecting a slightly larger urn or contacting us before ordering.
Can I return a personalized urn?
Because personalized urns are custom-made, we do not accept returns for change of mind, incorrect size selection, or personalization details submitted incorrectly by the customer.
If your item arrives damaged, incorrect, or with a manufacturing defect, please contact us within 7 days of delivery so we can review the issue and assist with an appropriate solution.
How long do I have to report an issue?
Please contact us within 7 days of receiving your order if your urn arrives damaged, incorrect, or has a manufacturing defect.
To help us review your request quickly, please include your order number, clear photos of the item, and photos of the packaging.
How long does production and shipping take?
Each personalized urn is made to order. The usual timeline is:
- Production time: 2–5 business days
- Shipping time: 6–9 business days
Tracking information will be provided once your order has been shipped.
Are your urns durable and stable?
Yes. Our urns are made with durable materials and carefully inspected before shipping. They are designed for indoor memorial display on a shelf, mantel, memorial table, or other stable surface.
As with any ceramic or handcrafted memorial item, please handle the urn with care and place it in a secure location away from edges or areas where it may be knocked over.
What should I do if my item arrives damaged?
Please contact us at info@customurn.net within 7 days of receiving your order.
Please include:
- Your order number
- Clear photos of the damaged item
- Photos of the packaging
We will review your request and assist you as quickly as possible.
