Orders received after Noon (EST) 

Orders received after Noon (EST) may not be processed or shipped until the next business day.

Signature May Be Required For Delivery 

If an Apt #, Room #, Suite #, Floor # or any information is included in your 'address line 2' then signature will be required for delivery. This is noted in checkout, on your order confirmation email and in signature required tracking emails.

Personalized Items 

Add 1-2 business days to estimated delivery date. If you need RUSH engraving call us. We can accommodate most rush orders.

Business Days 

Monday - Friday excluding holidays and weekends.

Holidays Observed

Cremation Urns Canada and most large shipping carriers (UPS, FedEx, DHL, USPS) observe the following holidays: Orders will not be processed, shipped or delivered on these dates.

In addition to the above holidays, the following holidays are recognized or observed by MANY of our distributors and suppliers so orders may not be processed, shipped or delivered on these dates:

Personalized Items

Shipping may be delayed 1-3 business days for items requiring custom engraving or personalization (unless otherwise stated in the item description). Please read the item description completely as it will mention turn-around times for the specific personalized items.

Shipping Carriers & Delivery Companies

We primarily ship via UPS however many of our products are shipped via FedEx, USPS and DHL-Airborne Express. In all cases where we are shipping “regular ground,” please allow 3-7 business days for delivery. 

Use the Expected Delivery Chart below to determine arrival time of your 2nd Day Air or Next Day Air order.

Guaranteed Delivery Dates

In the event that a shipper (UPS, FedEx, USPS, DHL) has missed a "Guaranteed" delivery date, (only Air shipment times can be guaranteed), the extra shipping amount paid by you will be refunded (with exception to weather delays: UPS, FedEx, USPS, DHL will not refund shipping charges due to weather or events beyond their control.) If an adult signature is required and there is no one to sign for it upon first attempt, there will be no refunds. Product returned because of a missed "Guaranteed" delivery date will be charged a 10% restocking fee. See www.ups.com, www.fedex.com, www.usps.com, www.dhl-usa.com for their policies regarding "Guaranteed" delivery. Exceptions such as weather and holidays apply for UPS, FedEx, USPS, DHL.

Orders Cancelled After Shipped

In the event that an order is cancelled after an item has shipped - but before item has been delivered: Customer will be charged for the actual shipping charges to AND any return shipping costs even if the order qualified for "free shipping". In some instances customer may be responsible for restocking fees as well.

Lost or Missing Packages

With increased online shopping we've noticed an increase in lost packages by FedEx, UPS and the USPS. It is always the customer's responsibility to provide Cremation Urns Canada with an accurate shipping address and also to track their package once shipped. If there are any issues regarding delivery, the customer must notify both the carrier and Cremation Urns Canada ASAP. FedEx, UPS and the USPS are billion dollar organizations with 99.99% delivery rates but in rare instances they make mistakes and lose packages.

If carrier tracking says a package is 'Delivered' (but not actually received by you), is lost or you think stolen stolen:

Step 1 - Look everywhere. Front door, back door, garage, between doors. Ask neighbors to the left and right and across the street. 99% of the time a temporary driver or substitute driver is the culprit and the odds are highest that the package was in fact delivered, but maybe not to the door you are used to or maybe to the wrong address.

Step 2 - Triple check the address you provided Cremation Urns Canada was in fact accurate and correct. Check street number, zip code, street name, etc.

Step 3 - Track again and call the carrier. As the customer you have local knowledge of streets, neighbors, prior delivery issues, and might even know your regular driver. You can start an investigation.

Step 4 - Call Cremation Urns Canada - Let us know what is going on. We can start an investigation, instead, however we will be given the same information as the customer, nothing additional. If a replacement needs to be sent, see below.

Replacements

In the event that a carrier has lost a package and another item(s) needs to be shipped to meet a funeral service, burial, etc, Cremation Urns Canada will do their best to provide a courtesy discount (usually 20%-50%) and waive any production rush fees to get a replacement out as quickly as possible. Customer is responsible for any shipping charges related to delivering a replacement. If after the carrier investigation Cremation Urns Canada received a credit then the replacement item will be credited in full. Shipping charges for the replacement are not credited as carriers do not credit shipping charges related to shipping replacements.

It is strongly suggested that replacements not be shipped to the original address. Alternative address suggestions; work address, family member address, funeral home, neighbor's address, etc.