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 is non-refundable and non-exchangeable.
- Any personalized product is non-refundable and non-exchangeable.
- All clearance items are final sale and cannot be refunded or exchanged. Photos can be requested by email at 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 be eligible for a refund or exchange, you must contact our Customer Service within 48 hours of receiving your order.
Custom-made Product – Handmade or Personalized
All custom-made products are non-refundable and non-cancellable. For any questions or specific situations, please contact our Customer Service at info@urnesdepot.com or 1-855-760-2121.
Refunds
Once the products are received and inspected in-store, Urnes Dépôt commits to issuing the refund using the same payment method used for the purchase. Refunds for eligible products are processed within two business days following their inspection.
Shipping Policy and Delivery Times
Economy Shipping – Canada Post
Economy shipping is primarily handled by Canada Post, with an estimated delivery time of approximately 4 to 5 business days.
For orders under $120 before taxes, economy shipping fees are $19.95.
Economy shipping is free for orders of $120 or more before taxes, subject to actual shipping costs. When the actual cost of delivery by Canada Post exceeds 25% of the merchandise value after discount, shipping fees may apply.
Orders including 25 or more funeral bookmarks also qualify for free economy shipping via Canada Post.
Expedited Shipping – UPS or Purolator
An expedited shipping option is available via courier, including UPS or Purolator, with an estimated delivery time of approximately 1 to 2 business days.
Expedited shipping rates are calculated based on destination, weight, dimensions, and number of packages.
Delivery times are estimates and may vary depending on the destination and carrier.
Custom-made Products – Handmade
Preparation times may vary from one artisan to another.
When a product requires the integration of ashes, the order is put into production once the ashes are received in-store.
Delivery time can be up to a maximum of 15 business days.
Signature on Delivery
A fee of $7.50 is required to add a signature to the delivery.
- The recipient must be present to sign upon delivery.
- If no one is available to sign, the carrier may leave a delivery notice, attempt redelivery, or ask the recipient to pick up the package at a drop-off point.
In-Store Pickup
It is also possible to pick up your order directly at the Urnes Dépôt store.
You can view our store contact information by visiting the Contact Us page.
Please contact our Customer Service at 1-855-760-2121 to learn about the procedure.
Lost Order
Every order shipped from urnesdepot.com is assigned a tracking number. If you believe your delivery has been lost, please contact our Customer Service at info@urnesdepot.com or 1-855-760-2121. A member of our team will help you track your shipment.
Damaged Order
Your shipment is prepared with the utmost care. If you receive damaged merchandise, please contact our Customer Service so that we can assess the situation and proceed with the replacement of the affected products, where applicable.
Unsuccessful Delivery
When a delivery cannot be completed and the carrier returns the products to us, the return fees and incurred shipping costs are non-refundable. The refund for the order, when applicable, will be issued less the shipping fees.
Delivery Delay
Once the order is handed over to the carrier, Urnes Dépôt is not responsible for delays caused by the carrier.
Payment
Price
Prices displayed are in Canadian dollars.
Secure Payment
Protecting your information is a priority. We use a secure third-party payment interface and an SSL security protocol.
Payment Options
We accept Visa and Mastercard credit cards, among others.
Privacy
We invite you to consult our Privacy Policy.
Warning Regarding Urn Dimensions
If you intend to place an urn in a cemetery niche, columbarium, or funeral home, you must inquire about the establishment’s rules and check the dimensions of the available space to ensure the chosen urn fits.
The dimensions of our urns are indicated on their product pages.
If you have any questions or concerns, please contact our Customer Service at info@urnesdepot.com or 1-855-760-2121.