Shipping policy

All orders are shipped using standard ground shipping unless specified otherwise.

It is your responsibility to ensure your shipping address is complete and accurate. UrnTray is not responsible for returned packages due to an incomplete or inaccurate address. If your order is returned to sender and you choose to be refunded, shipping charges will be deducted from the refund total.

UrnTray, LLC will pay for any return shipping on damaged products that are to be sent back for replacement as well as the shipping of the new product. This does not apply to UrnTray LLC products shipped internationally.

Shipping costs are non-refundable and will not be included in any in-store credit or refunds. If you receive a refund for a damaged product not due to shipping, the cost of shipping will be deducted from your refund. See refund policy.

Any replacements are shipped out with the original shipping method. UrnTray.com is not responsible for damages or delays due to weather. Most of our items would not be affected by weather, but if weather is the main factor in damage of received product, we can not issue a refund for this. Sometimes weather can delay delivery of an order, which is out of our control, and UrnTray.com cannot be responsible for this.

UrnTray.com cannot be responsible for any delays due to shipping carrier error or Holiday shipping delays due to carriers shipping delays.

UrnTray is not responsible for any customs and taxes applied to your order. All fees imposed during or after shipping are the responsibility of the customer (tariffs, taxes, etc.).

Fedex charges for any address changes. For example if an incorrect address is given, or a apartment number is left off. Fedex charges an additional fee. The customer would be responsible for any additional fees incurred for providing an incorrect address.

We ship to Alaska and Hawaii via USPS Ground Advantage. Due to the distance and carrier surcharges, shipping rates for these states are higher than the contiguous US. If you prefer to use a different carrier, please call the number below before placing your order so we can calculate the correct shipping fees through your requested carrier. If you've already placed an order and would prefer a different carrier or expedited shipping, we can charge you for the difference on a separate invoice. 

  • Estimated transit time: 5-8 business days from our Missouri facility
  • Shipping costs are calculated at checkout based on your order weight and destination
  • For questions about your shipment, contact us at support@urntray.com or 816.539.5235

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If you need to submit a request for refund, credit, exchange, or have any questions on our refund policy, please contact our support specialists at rebecca@urntray.com and provide the following information:

  • Full Name
  • Email
  • Phone number
  • Order number
  • Product information
  • Concern
  • Request

 Please allow up to 48 hours to respond to your request. 

For any UrnTray products shipped internationally, please see our International Shipping Policy for more details.

 

 **UrnTray, LLC 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.