Refunds
Refunds for canceled orders will only be issued if the order is canceled within 24 hours of the initial purchase. Refunds will be issued to the original method of payment. After 24 hours, canceled orders will be issued in-store credit.
Orders cannot be canceled once they have shipped and no refund or in-store credit will be granted.
Products shipped internationally are not eligible for refunds.
If you need to cancel an order, please contact
Late or Missing Refunds
- If you haven’t received your refund, first check your bank account again; it could take 3-5 days for the transaction to appear.
- After 3-5 days, contact your credit card company. It may take some time before your refund is officially posted.
- Next, contact your bank. There is often some processing time before a refund is posted.
- If you have done all of this and you still have not received your refund, please contact us at support@urntray.com.
Sale and clearance items cannot be returned or exchanged. If an item on sale or clearance arrives damaged, please refer to our "Damaged Upon Receipt" clause and contact support@urn.com with pictures of the damage incurred during shipping so we can offer a full or a partial refund.
If you completed a purchase and the item then goes on sale we cannot credit you the difference.
Promo codes must be entered at the time of purchase to be applied to your order. Promo codes may not work on some sale or clearance items.
We offer exchanges within the first 14 days after you receive your UrnTray product order. Floral wreath tray products must be returned in the same state they were received in order to be eligible for exchange. We recommend packaging them in a similar manner to which they were received in order to avoid any damage. If we receive them for exchange and there is any damage, an equivalent amount to the damage will be deducted from the total exchange value.
Customer pays return shipping for any exchange items.
UrnTray products shipped internationally are not eligible for exchanges.
Damage Upon Receipt Clause
Despite our careful packaging to protect your order, sometimes damages can occur during shipping. However, if your item arrives damaged due to shipping, please email us within 48 hours of receiving the product with pictures of the damage so that we can begin the claim process. We cannot issue an exchange or store credit without proper documentation of the damage incurred while shipping. Our support specialists will review your claim and, by their discretion, issue in-store credit, or arrange for an exchange.
Submitting a request for credit or exchange does not guarantee you will receive one. Each circumstance is different and our decision to credit or exchange (or not) is final.
Products that are damaged after arrival were not damaged during shipping and will not be considered for a replacement or in-store credit.
Refunds for damaged products will only be granted for special circumstances at the discretion of our Head of Operations. The refund will only be in the amount of the full purchase price (the product plus any sales tax) and shipping will not be included.
UrnTray products shipped internationally are not eligible for damage claims.
**UrnTray reserves the right to make any changes or alterations to this refund policy as deemed necessary. If you have any questions, please don't hesitate to reach out.