Terms of Sale and Shipping
Refund Policy
Urnes Dépôt ensures the complete satisfaction of its clientele.
Modifications, Returns, and Refunds
• Any product that has been filled with ashes cannot be refunded or exchanged.
• Any product that has been personalized cannot be refunded or exchanged.
All clearance items are final sale and cannot be refunded or exchanged. Photos may be requested by email at info@urnesdepot.com to confirm the condition and appearance of the urn before purchase.
If you need to cancel or modify an order shortly after placing it, please contact our customer service team as soon as possible at info@urnesdepot.com or 1-855-760-2121. We will do our best to accommodate your request.
To be eligible for a refund or exchange, you must contact our customer service team within 48 hours of receiving your order at info@urnesdepot.com or 1-855-760-2121.
Custom-made products (handmade or personalized)
All custom-made products are non-refundable and cannot be cancelled. If you have any concerns, please contact our customer service team at info@urnesdepot.com or 1-855-760-2121, and we will do our best to assist you.
Refunds
Once the returned items have been received and inspected in store, Urnes Dépôt will refund the full amount of the returned products to the original payment method within two business days.
Shipping Policy / Shipping Times
Funeral urns, keepsake urns, and cremation pendant
Orders are typically shipped within 48 hours. Shipping times may vary depending on the personalization options requested.
Fast Service
To qualify for fast service, orders must be completed before 2:00 p.m. on business days only.
Urnes Dépôt ships the same day, excluding weekends and public holidays.
Pickup and delivery times are handled by the courier service and may vary accordingly.
Urnes Dépôt is not responsible for delays caused by:
- Delays in receiving graphic materials provided by the customer;
- Delays caused by graphic materials that cannot be processed due to poor quality or an unsuitable file format;
- Delays in customer approval.
Custom-made products (handmade)
Production times may vary depending on the artisan.
The order will be processed once the ashes are received at our store.
Delivery times are a maximum of 15 business days.
Shipping in Canada
Free shipping is offered on all orders of $120 or more before taxes, as well as on orders of more than 25 funeral bookmarks. Shipping fees apply to orders under $120 before taxes, except for orders of 25 funeral bookmarks or fewer. Shipping fees will be added when your order is processed. You will be able to review the total order amount, including taxes and shipping fees, before confirming your purchase. Some oversized items may be subject to additional fees. We reserve the right to charge additional fees for certain postal codes.
All our shipments are handled by Purolator Ground™ and UPS Standard®.
Urnes Dépôt offers priority shipping and processing via Purolator Express® (next day), UPS Expedited®, and UPS Express®. Additional fees apply.
Signature on Delivery
- The recipient must be present to sign upon delivery.
- If no one is available to sign, the carrier will leave a notice and attempt a new delivery or ask the recipient to pick up the package at a carrier drop-off point.
In-Store Pickup
You may also pick up your order directly at an Urnes Dépôt store. For store locations and contact information, please visit our “Contact Us” page.
You must contact our customer service at 1-855-760-2121 to learn the procedure to follow.
Lost Order
Every order placed on urnesdepot.com is assigned a unique tracking number. If you believe your package has been lost, please contact our customer service team at info@urnesdepot.com or 1-855-760-2121. A member of our team will assist you in locating it.
Damaged Order
Your order is prepared with the utmost care. However, if you receive damaged items, we will gladly replace the affected product(s) at no cost to you.
Unsuccessful Delivery
If the carrier is unable to complete the delivery, the products will be returned to us. Return shipping fees and standard shipping fees are non-refundable. The order will be refunded, less any applicable shipping fees.
Delivery Delay
Once your order has been shipped, Urnes Dépôt is not responsible for any delivery delays caused by the carrier.
Payment
Price
Prices are in Canadian dollars only.
Secure Payment
Protecting your information is a priority. We use a secure third-party payment interface/API, along with an SSL security protocol.
Payment Options
We accept the following credit cards: Visa, MasterCard.
Privacy
We invite you to consult our privacy policy.
Disclaimer
If you intend to place an urn in a cemetery or funeral home niche, you must check the establishment’s rules and know the dimensions of the space where the urn will be displayed to ensure that it will fit. We provide the dimensions for all of our urns.
If you have any questions or concerns, please contact our customer service team at info@urnesdepot.com or 1-855-760-2121.