If you have a problem with an item, e.g. damaged in shipping, craftsmanship, personalization error or you just don't like the item, please contact Customer Service immediately at 877.982.0555 or returnservice@casketoutlet.ca to receive return & exchange instructions. We must receive notification prior to any return to prevent unnecessary delays and/or additional shipping charges.

Urn Returns & Exchanges of Non-Damaged or Non-Personalized Items

If you are not satisfied with your purchase simply call 877.982.0555 or email us to initiate a return or exchange. Customer has ten (10) business days from delivery date to return the items. Expedited shipping charges are not refundable. The customer is responsible for all return packing/shipping charges and must insure item for the full purchase price. Orders cancelled after items ship but before items are delivered: Customer will be charged our actual shipping & return costs even if the order qualified for "free shipping". If it's our mistake (e.g. wrong shipping), we will pay for the shipping fee.

These basic requirements must be met to receive a purchase price refund:


1. Items returned un-used, in resalable condition

2. Items returned in original packaging/shipping containers - or equal or better quality as original packaging

3. Purchaser name and address must be clearly visible in or on the package

4. Return must be received by Casket Outlet within (10) ten days of original delivery date

5. Item must not have been personalized

6. In the event that your order qualified for free shipping, shipping charges incurred by Casket Outlet will be deducted from the purchase price.

Please call 877.982.0555 or email returnservice@casketoutlet.ca to initiate a return or exchange.

Urn Returns & Exchanges of Damaged Items

If you receive a damaged or defective item we must be notified within 48 hours of delivery to set up a return or exchange. Call Customer Service at 877.982.0555 or email us to initiate a return or exchange. We will replace the item ASAP or set up a return for you. If you received a defective item, damaged item, or a personalized item that was damaged, Casket Outlet reserves the right to replace the item.

Urn Returns & Exchanges of Personalized Items

Personalized items can not be returned unless they are defective, damaged or were personalized incorrectly. If you received a personalized item that was damaged, defective, personalized incorrectly or of poor craftsmanship we reserve the right to replace the damaged item.

Natural Materials

Customers should be aware that many of Casket Outlet's products and cremation urns are made from high quality natural stone, marble and wood and, as with similar products and items sold in other industries, those products and items may contain and/or incorporate naturally occurring variations in color and characteristics. Such items may include natural wood, stone, and/or marble, urns, flag cases, wooden bases, and other products. Any such variations in color and characteristics occurring in these products do not, and shall not, constitute a defect in the quality or appearance of the product, and customers purchasing such items agree and accept such naturally occurring variations.

Typographical Errors and Third Party

In the event a Casket Outlet's product or service is listed at an incorrect price due to typographical error or error in pricing information received from our suppliers, Casket Outlet shall have the right to refuse or cancel any orders placed for product or service listed at the incorrect price. Casket Outlet shall have the right to refuse or cancel any such orders whether or not the order has been confirmed and your credit card charged. If your credit card has already been charged for the purchase and your order is canceled, Casket Outlet shall issue a credit to your credit card account in the amount of the incorrect price.