Urn Policy
We want every Casket & Urn Factory customer to feel that they have made the right choice of an urn or memorial product for a loved one. We want you to feel satisfied when the product arrives -- that the item is even better than you expected. If you want to return or exchange an item, please do not hesitate to contact the Casket & Urn Factory team for kind and caring assistance.
3 Days Returns policy
Casket & Urn Factory will take back or exchange any product for any reason within 3 days of the purchase. Some re-stocking fees and shipping costs may apply to the customer.
The only exceptions to our returns policy are:
- We cannot take back an item that has had any ashes placed in it.
- We cannot take back an item if the product is damaged in transit, upon return to us.
- We cannot take back an item that has been personalized with direct engraving.
Who pays for return shipping?
Casket & Urn Factory will pay return shipping costs if the return is a result of our error and if you have obtained a returns number (see below). The customer pays for return shipping when the product was not wanted for any other reason.
How to return an item (in two steps)
Step 1: Get a Tracking Number
Each return to Casket & Urn Factory needs a tracking number assigned to it so that we can track and handle it in a timely way. To get a tracking number for returns. You have two ways that you can request an tracking number.
Send an email to Casket & Urn Factory at info@casketfactory.ca. Don’t forget to tell us your name, your order number, and the product you want to return.
Call us at (1-905)-502-0334.
We will issue you a return label, and all you need to do is include that return label on the outside of the box in a well protected manner to avoid it from falling off.
Step 2: Send the product back
Please re-package the product carefully to protect it for the trip back – the same way it was received - using original wrapping and packing materials if possible. While this item may not have been the right choice for your memorial needs, please respect that it may be meaningful to another family.
Please ship your returns package to:
Casket & Urn Factory
Returns Department
151 Brunel Rd. Unit 12 - L4Z 2H6
Mississauga Ontario, Canada
The package will come back to Casket & Urn Factory where we will inspect it and work with you to find out what you would like to do. According to your wishes, Casket & Urn Factory will send a replacement or issue a refund for the product. You will receive a credit within a certain number of days in accordance with your credit card issuer's policies.
If you have any questions about returns or exchanges, please call our caring customer service team at
1-(905) 502-0334 or use our contact us page.