Brass ornament - Small flower - Silver color Terms of Sale and Shipping
Refund Policy
Urnes Dépôt ensures the complete satisfaction of its clientele.
Modifications, Returns, and Refunds
• Any product that has contained ashes is non-refundable and non-exchangeable.
• Any product that has been personalized is non-refundable and non-exchangeable.
- All clearance items are non-refundable and non-exchangeable. Photos may be requested by email (info@urnesdepot.com) to validate the urn before purchase.
If you wish to cancel or modify an order you have just placed, please contact our customer service at info@urnesdepot.com or 1-855-760-2121 as soon as possible. We will do our best to accommodate your request.
To qualify for a refund or exchange, you must contact our customer service at info@urnesdepot.com or 1-855-760-2121 within 48 hours of receiving your order.
Custom-made products (handmade or personalized)
All custom-made products are non-refundable and non-cancellable. Contact our customer service at info@urnesdepot.com or 1-855-760-2121 for assistance.
Refunds
Once items are received and inspected in-store, Urnes Dépôt undertakes to refund the full amount of the returned products within two business days, using the same payment method as the initial transaction.
Shipping Policy
Shipping Times
Urns, keepsakes, and memorial jewelry
Standard shipping time is 48 hours. Delays vary depending on the requested personalizations.
Express Service
To benefit from express service, the order must be completed before 2:00 PM on business days only.
Urnes Dépôt ships the same day, excluding weekends and public holidays.
Pickup and delivery times are the responsibility of the courier service.
Urnes Dépôt is not responsible for delays caused by:
- A delay in receiving graphic material provided by the client;
- A delay caused by the inability to process graphic material provided by the client due to poor quality or an inadequate format;
- A delay in client approval.
Custom-made products (handmade)
Lead times may vary from one artisan to another.
The order proceeds once the ashes are received at the store.
Delivery times are a maximum of 15 business days.
Shipping in Canada
Shipping is free for all orders of $120 or more before taxes, as well as for orders of more than 25 funeral bookmarks. Fees apply for the delivery of orders under $120 before taxes, except for orders of 25 funeral bookmarks or fewer. Shipping costs will be added at the time of processing your order. You will be able to review the total price of the order, including taxes and shipping fees, before confirming your purchase. Certain oversized items may incur additional charges. 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
It is also possible to pick up your order directly at the Urnes Dépôt boutique. You can find our boutique contact details by visiting the “Contact Us” page.
You must contact our customer service at 1-855-760-2121 to learn the procedure to follow.
Lost Orders
Every order placed on the urnesdepot.com website is assigned a unique tracking number. If you believe your delivery has been lost, contact customer service at info@urnesdepot.com or 1-855-760-2121. A team member will help you locate it.
Damaged Orders
Your shipment is prepared with the greatest care. Should you receive damaged merchandise, we will be pleased to exchange the affected product(s) free of charge.
Unsuccessful Delivery
In the event of an unsuccessful delivery by the carrier, the products are returned to us. Return shipping costs and standard shipping fees are non-refundable. The order will be refunded minus the shipping costs.
Delivery Delays
Once the order has been shipped, Urnes Dépôt is not responsible for carrier delivery delays.
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) in addition to 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 niche or a funeral home, you must inquire about the establishment’s rules and know the dimensions of the display area to ensure the size is appropriate. We provide dimensions for all our urns.
If you have any questions or concerns, please contact customer service at info@urnesdepot.com or 1-855-760-2121. UPS Standard®