Answer
Jan 08, 2025 - 11:46 AM
We want you to be completely satisfied with your purchase. If you have an issue with your order—whether it’s shipping damage, craftsmanship, personalization error, or you simply changed your mind—please contact Customer Service right away so we can help.
📞 Phone: 866.516.1296
📧 Email: service@mainelyurns.com
⚠️ Important: Do not return an item without contacting us first. This helps avoid delays or unnecessary shipping charges. Restrictions apply to personalized items (see below).
✅ Returns & Exchanges of Non-Personalized Items
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Contact us within 10 business days of delivery to initiate a return or exchange.
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Items must be unused, in resalable condition, and in original (or equivalent) packaging.
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Customer is responsible for return packing/shipping charges and must insure the item for its full value.
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Shipping charges are non-refundable.
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A 15–25% restocking fee may apply if charged to us by suppliers.
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If your order qualified for free shipping, our actual shipping costs will be deducted from the refund.
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Orders canceled after shipment but before delivery will also be charged actual shipping/return costs.
Requirements for Refund:
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Purchaser name, address, and order number included in or on the package.
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Return received by Mainely Urns within 10 days of delivery.
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Item unused and in resalable condition.
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Proper packaging to prevent damage.
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Item not personalized.
📦 Flat Fee Return Labels
For your convenience, we can provide prepaid return labels. The label cost is deducted from your refund:
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$8.95 – most urns, jewelry, pet urns
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$18.95 – small caskets under 25", most urn vaults
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Larger/heavier items (adult caskets, larger vaults, case-quantity urns, granite/bronze markers, etc.) – calculated individually
🚚 Returns & Exchanges of Damaged/Defective Items
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Must be reported within 48 hours of delivery.
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We may request photos of both the item and packaging (required by UPS/FedEx/USPS to process claims).
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We will arrange replacement or return at no cost to you.
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Mainely Urns reserves the right to replace the defective/damaged item and require the original item be returned for inspection.
✍️ Returns & Exchanges of Personalized Items
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Personalized items cannot be returned unless defective, damaged, or not made in accordance with the approved proof.
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If an item is defective or incorrectly personalized, we will replace it.
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If an order is canceled after personalization but before shipping, the customer is charged for the item (less a courtesy discount), as personalized products cannot be resold.
🌲 Natural Materials
Many urns and memorials are crafted from natural stone, marble, and wood. These materials contain natural variations in color and grain, which are not considered defects but part of the unique beauty of each piece.
💻 Errors
In the event of a pricing or typographical error (including supplier misprints), Mainely Urns reserves the right to cancel/refund any orders placed at the incorrect price.
📑 Terms & Conditions
For complete details, see our Terms & Conditions page. Questions? Contact Customer Service:
📞 866.516.1296 | 📧 service@mainelyurns.com
🕒 Customer Service Hours
We are not currently accepting walk-ins without an appointment.
Monday – Thursday: 8:30 AM – 4:30 PM EST
Friday: 8:30 AM – 1:30 PM EST
We do our best to respond to calls/emails promptly during business hours and often reply outside of normal hours when possible.
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