If you have any questions or concerns - please call us or email - see below address and phone number. Make sure you read all our rules about Returns before you place an order!
1. Within 24 hours of receipt of your order, you may return all unused items ordered from Family Pet Urns and Caskets for a refund minus a 25% re-stocking charge (30% for Pet Caskets) for all items except for the following:
1.1. Shipping & handling charges. (This is a service you selected, paid for, and received by the carrier (i.e. UPS or FedEx)). If the item purchased had FREE Shipping, the actual amount of the shipping incurred by Family Pet Urns and Caskets will be deducted from the amount of the refund.
1.2. Any personalized engraved item that was free of errors by Family Pet Urns and Caskets.
1.3. Any item that shows use from displaying or showing.
1.4. Any item that has been damaged by customer.
1.5. Pet Casket re-stocking charge is 30%. (This amount is due to our processing efforts and the charges we are charged by the Pet Casket Manufacturers/Warehouses) All and any shipping & handling charges are not refundable. So please make sure you have the proper size casket chosen so you do not have to return a casket. There are NO exceptions to this pet casket return policy! Special Casket Shipping Note: Once a casket order is in the shipping process and it is after 2pm EST, the order cannot be cancelled, upgraded in a quicker shipping service or exchanged in any way.
2. All items returned must have been purchased from Family Pet Urns and Caskets
3. All items returned must be returned in the shipped condition with proper packaging to prevent any damage. It's the responsibly of the purchaser to ship the item back to us in the condition they received the package, before we will refund any amount. Please make sure you follow the packaging guidelines of the shipping company when returning a package to prevent any damage. This is important so that you will be able to receive the insurance amount you placed on the item for damage while in return transit. Any damage incurred during the return shipping of the return item will be the responsibility of the purchaser to process and claim the insurance amount by the chosen shipping company. If any product has been shown to been used it can not be returned.
4. Please open all boxes immediately and check for contents and damage. We must know within 1 day upon your receiving products of any damage/problems.
5. If the packaging appears damaged on the outside, please refuse to accept it from the carrier; or please make sure that when you sign the shippers proof-of-delivery slip that you include a note stating that the package is/appears damaged. If you do accept a damaged shipment, please inform us immediately. We do expect you to deal with the carrier in that case. If you prefer for us to deal with the carrier, we must know within 1 day of your receipt of the product that it was damaged. Also, if there was any internal (non-visible) damage, this should be reported to the carrier (or to us) within 1 day of receiving the product.
6. Any item returned with out prior approval will have an extra 10% restocking charge applied if we choose to accept the package for a refund. So please contact us before you send any products back!
7. Any order shipped with free shipping will be billed for shipping if the item is returned.
8. Any order refused on delivery after order has been placed and shipped, will be charged for all shipping cost plus any restocking charges (shown above) for each item.
9. Special Order products (items that do not have prices listed on our web page and that you received a special quote on) may not be returned.
10. Any charge back fees incurred due to customer dispute of payment will be billed to customer credit card.
11. And of course, if an item with engraving or personalization was shipped in error by Family Pet Urns and Caskets- we will replace your order or refund you the total amount of your order.
You must contact us via email, the "Contact Us" button or via the phone below for authorization to return items. Without a proper authorization - items returned to us - will not be accepted. Don't send any items back to Family Pet Urns and Caskets unless you get prior authorization, shipping information and shipping address. If you do - you may send the return to the wrong warehouse and we may not be able to know that it was returned.
Product Disclaimer of Warranty
Family Pet Urns and Caskets makes no warranty on any product, expressed or implied, with respects to the items sold on our website. Warranties, if any, on a product on our website is from the manufacturer only, and not warranted by Family Pet Urns and Caskets.
Problems, Questions, Suggestions?
If you have any problems with your order, please don't hesitate to contact us.