Refund policy
Something wrong with your order? Contact us first
If something isn't right with your order, you don't need to send it back first. Call us at (804) 554-1408 or email info@americurn.com, Monday through Friday, 9 AM to 5 PM Eastern. We will make it right.
Engraving errors and defects
If we make an engraving error or the item has a defect, we offer either an urgent replacement or a complete refund, free of charge, whichever you prefer.
Damaged or incorrect orders
Please check your order when it arrives. If anything is damaged, defective, or not what you ordered, contact us right away. We will make it right with an urgent replacement or a complete refund, and we cover the shipping.
Returns
Eligibility
Return an unused item in its original condition and packaging anytime, even years from now. There is no time limit.
Choosing a memorial is a personal decision, and sometimes the family chooses differently. You should never feel rushed.
Engraved and personalized items
Engraved and personalized items cannot be returned, unless we made an error or the item has a defect. In that case, we offer either an urgent replacement or a complete refund, free of charge.
How to start a return
- Call us at (804) 554-1408 or email info@americurn.com with your order number and the item(s) you'd like to return.
- We will send you the return address and walk you through the next steps.
- Ship the item back to us in its original packaging.
Return shipping
You pay the shipping cost to return an item, unless the return is due to a defect or our error. If the mistake is ours, we cover it.
Refunds
Refund timing
Once we receive and inspect your return, we process the refund within 2 business days. It can then appear within a few days, but depending on the bank may take 5-10 business days.
If your refund still hasn't appeared after that, contact us and we will look into it.
Shipping costs
Original shipping fees are non-refundable, except for defective or incorrect orders. An On-Time Promise refund always includes the shipping fee.
Questions
Our US-based team is available by phone at (804) 554-1408 and by email at info@americurn.com, Monday through Friday, 9 AM to 5 PM Eastern.