Don’t hesitate to drop us a line if you have a question that we haven’t answered on the website. Unlike most online stores nowadays, we like to take your calls! Pet lovers are special people and we’re here to help. Many of our memorial item customers feel better after they’ve had a chance to share their personal story with someone who understands the bond we develop with our pets. We also have a certified pharmacy tech on staff (CPhT) and we’ll do our best to provide answers to any supplement questions you might have.
Regarding engraving and other customization:
Please contact us with your special requests. We want your memorial item to be perfect, so we’ll work with you to get it customized the way you want it. We may be able to adjust the layout or number of available characters to suit your needs, use your custom clip art, etc. Please drop us a line and we’ll do our best to help.
We accept Visa, MasterCard, American Express and Discover Credit cards and Amazon.com payments or PayPal as forms of payment. Please be sure to provide your exact billing address and telephone number (i.e. the address and phone number your credit card bank has on file for you).
Placing your order
Ordering products through our website is fast, safe and easy. Our online store uses SSL (Secure Sockets Layer) for an encrypted credit card processing connection. We also accept phone orders and if you prefer, you can mail us a certified check or money order (requires extra processing time).
For your convenience and privacy, we do not require a phone number with your order information but we suggest that you include one so that we can contact you quickly if we have any questions about your order, particularly for items requiring engraving or other customization.
We make every effort to ship every order the day it was received. Urn orders received before 1:00 PM eastern time are usually shipped the day the order is received (excluding weekends and holidays). This allows us time to assemble the urn and attach an engraved nameplate. Most urns are shipped from our midwest warehouse, which provides the lowest overall transit times for ground shipments within the continental U.S. “Rush shipping” on urns is via UPS 2 Day Air. Weekend or Monday orders are processed in the order received and may require an extra day of processing time (except for rush orders).
Cremation jewelry items (Bailey & Bailey) ship via USPS Priority Mail, with most orders arriving to your door in 2 days. Most cremation jewelry orders received before 3:00 PM eastern time ship on the day the order was placed (except weekends and holidays). “Rush shipping” on jewelry items is via USPS Priority Mail Express or Fedex Standard Overnight service. Some engraved items, such as the nose and paw print pieces may require extra processing time.
Most supplement orders are shipped the day the order is received. We have two warehouses for speedy order fulfillment – one in PA and another in AZ. Depending upon available stock, supplement orders are usually shipped from the location closest to the shipping address you’ve provided. “Rush shipping” on supplements is usually via USPS Priority Mail service, with 2 day delivery as the norm.
Organic Oscar products ship First Class Mail. “Rush shipping” is usually via USPS Priority Mail service, with 2 day delivery as the norm. Order tracking is provided for all orders.
After your order has been completed, our system sends a ‘Your order has shipped’ email, which contains a summary of your order along with a sales receipt. In the order summary, you’ll find a carrier tracking number for easy shipment tracking. Of course, you can always call, email or text us with questions about your order. We’re here to help!
Please contact us if you’re interested in ordering from us. We are able to ship to many locations outside of the U.S. but we will need to provide a shipping quote and instructions for placing your order.
**Customers are required to contact us** regarding your return before shipping it to us. Many items are shipped directly from the manufacturer and must be sent to a different address. If you send your item to us, we’ll have to forward it to the manufacturer, which will incur an additional shipping fee.
We will gladly accept the return of products. Products must be returned within 30 days of delivery confirmation. A full refund will be issued minus the shipping charge.
No opened vitamin & supplement items will be accepted for returns. Returns will be issued for memorial items that are in as-received condition. Urns, jewelry and other items which have been exposed to non-bagged cremains are not returnable. Items with engraved nameplates will be subject to a $20 charge for the plate. We’ll work with you to make sure you’re 100% satisfied with the outcome of your transaction with us.
Regarding returned item shipping charges:
Many of the items we sell feature free shipping, that is, shipping that is paid for by us to the shipping carrier (UPS, Fedex, USPS, etc.). In the event that you wish to return an item for exchange or a refund, we reserve the right to withhold a shipping charge for each type of item ordered. The charges are as follows:
Memorial urns (except Shadowcasts urns): $15.00 (plus rush shipping charge if applicable)
Shadowcasts urns: $25.00 (plus rush shipping charge if applicable)
Memorial jewelry: $10 (plus rush shipping charge if applicable)
Organic Oscar items: $5 (plus rush shipping charge if applicable)
Supplements: $5 (plus rush shipping charge if applicable)
In the event that an order is returned as undeliverable, we reserve the right to withhold shipping charges charged to us by the carrier, as well as a charge for the engraved plate. Certain customized jewelry items will not be able to be refunded if not deliverable. If the address submitted with an order is incorrect, the carrier may charge us for an address correction. We reserve the right to deduct that from any returned order refund (if applicable).
This excludes items that were damage during shipment, incorrect items and items with personalization errors (by us).
Personalized items – returns & exchanges
Once an item has been personalized items can not be returned unless they are defective, damaged or were personalized incorrectly (personalization does not match information submitted by customer). We can not be responsible for spelling, grammar and other errors as submitted. Please include a phone number, as we may try to call or text with any questions we might have.
If you attempt to cancel your order after we’ve already personalized and/or assembled your item(s), we reserve the right to impose a restocking/restoration fee. For example, personalized jewelry items must be sent out for repair/refinishing prior to being returned to stock. Please keep in mind the fact that some personalized items cannot be sold once cancelled or returned.
In the unfortunate event that an order is cancelled after an item has been personalized but before item has been shipped or delivered: Customer will be charged for the item less a courtesy discount. This is an unfortunate circumstance however the policy is in place due to the fact that we personalize most of our items and once they personalized they are unsellable. In the case of urns with an attached engraved plate, we reserve the right to withhold $19.95 for the plate and engraving service.
Regarding construction materials:
Many of the memorial items we sell are made of natural/organic items, such as wood and stone. Due to the nature of these items, variations in color, grain, gloss, etc. may occur. In particular, our hardwood urns can vary from one to the next, as the finished result is determined in part by the characteristics of the base wood used. Consequently, we cannot guarantee your urn will match the sample photos on the site or a previously purchased urn.
What personally identifiable information is collected from you through the web site, how it is used and with whom it may be shared.
What choices are available to you regarding the use of your data.
The security procedures in place to protect the misuse of your information.
How you can correct any inaccuracies in the information.
Information Collection, Use, and Sharing
We are the sole owners of the information collected on this site. We only have access to/collect information that you voluntarily give us via email or other direct contact from you. We will not sell or rent this information to anyone.
We will use your information to respond to you, regarding the reason you contacted us. We will not share your information with any third party outside of our organization, other than as necessary to fulfill your request, e.g. to ship an order.
Your Access to and Control Over Information
You may opt out of any future contacts from us at any time. You can do the following at any time by contacting us via the email address or phone number given on our website:
• See what data we have about you, if any.
• Change/correct any data we have about you.
• Have us delete any data we have about you.
• Express any concern you have about our use of your data.
Additionally, each order-related email we send provides a link for exclusion from future order/account-related emails.
We take precautions to protect your information. When you submit sensitive information via the website, your information is protected both online and offline.
Wherever we collect sensitive information (such as credit card data), that information is encrypted and transmitted to us in a secure way. You can verify this by looking for a closed lock icon at the bottom of your web browser, or looking for “https” at the beginning of the address of the web page. We switched our entire site over to https in order to create the most secure browsing experience possible.
While we use encryption to protect sensitive information transmitted online, we also protect your information offline. Only employees who need the information to perform a specific job (for example, billing or customer service) are granted access to personally identifiable information. The computers/servers in which we store personally identifiable information are kept in a secure environment.
We request information from you on our order form. To buy from us, you must provide contact information (like name and shipping address) and financial information (like credit card number, expiration date). This information is used for billing purposes and to fill your orders. If we have trouble processing an order, we’ll use this information to contact you.