Memorial products are shipped out from our Dallas, Texas location. Delivery courier options at checkout are UPS (United Parcel Service) or USPS (Post Office). Please allow production time and transit times when selecting the shipping method. Select the correct shipping transit time so it arrives at your preferred date. We ship after the production timeframe indicated. All products indicate when the item will ship. We do offer some products that can ship the same day if ordered before our cut off window time.
Product shipping prices are based on weight and provided directly from the courier via our shipping app. We strive to deliver your memorial at your indicated time frame. If your product cannot be delivered by your date specified due to weather delays, courier issues, or not enough production time given to us, you will be notified via email and asked how you want to proceed. You may either upgrade your shipping choice or leave shipping choice as is and arrival time may be delayed.
HOW MEMORIALS ARE SHIPPED
We use 2 forms of couriers: USPS (Post Office) and USPS. Although USPS will be your most cost effective option, USPS does not guarantee any delivery timeframes, the days specified are only an estimate. USPS shipments should arrive within 7 business days. If it does not, please notify us firstname.lastname@example.org so we can do further tracking on your order. If a memorial is time sensitive, please choose UPS. We do not take responsibility for late shipments due to courier unforseen issues such as plane, truck, or weather. These are beyond our control and can occur without any notice so please allow enough time for possible issues.
Once your order has been given to the designated courier of your choice, you will receive an email with your tracking number so you are able to check the status of the delivery.
If you do not receive your order within 21 business days and are within the United States, please notify us email@example.com so we can investigate it further with the designated courier. If we determine your package was lost in transit, you can choose a full refund to the same method of payment or send out the same product again.
Due to the nature of individual personalized products, no returns will be granted for the following reasons:
All other reasons, please submit your return reason in writing to firstname.lastname@example.org. Your return request will be reviewed in 7-10 days. You will receive an email with approval or denial and further instructions on how to proceed.
Products that were damaged in shipment require photographs of the product emailed with your return request. Your option will be to have it remade or refunded.
CANCEL AN ORDER or CHANGED YOUR MIND
Orders must be cancelled in writing within 7 days after the order has been placed. Email email@example.com with your original order number and reason for cancellation. If your product has not gone into production, you will receive 100% refund of your order. If the product has already gone into production, your refund will be 50% of the total cost, less the shipping. If the order has already been shipped, we cannot honor any refunds.
DAMAGED UPON ARRIVAL
If your order was damaged during shipment, please notify us via email firstname.lastname@example.org with photos of the damaged product as well as the boxing and wrapping materials. This is important to enable us to process the claim with the courier. You can either request a full refund or we can ship you a replacement.
FAULTY MANUFACTURING OR BROKEN AFTER USE
You must notify us within 60 days of the order should you find any faulty manufacturing or broken after use issues. We warranty our products under normal use within 60 days of purchase. Email email@example.com with a detailed explanation of the issue with photos. We will provide a response within 10 days. You can either request a full refund or we can ship you a replacement.
EXCHANGES or WRONG PRODUCT ORDERED
If production has not been started and the order has not been shipped, you may exchange the product with the same or a different product. If a different product is chosen, you are responsible to pay the difference if it costs more than the original product ordered. If it is less than the original product ordered, we will provide a credit to your same method of payment. Once the product has started production, no exchanges will be honored.