Shipping policy

1. Order Processing & Production Time

Because our urns are uniquely made-to-order and personalized to your specifications, items are not shipped immediately.

  • Production Timeline: Please allow 3–5 business days for the creation, customization, and quality inspection of your urn before it is dispatched.

  • Note: Orders are not processed or shipped on weekends or public holidays.

2. Shipping Rates & Delivery Estimates

We ship both domestically and internationally. Shipping charges for your order will be calculated and displayed at checkout based on your selected speed.

Shipping Method Estimated Delivery Time (After Production) Shipping Cost
Normal Shipping 8–12 business days [Free / Calculated at checkout]
Expedited Shipping 5–8 business days Calculated at checkout

Delivery delays can occasionally occur due to carrier issues or customs clearance, which are beyond our control.

3. Order Cancellations

As all products are made-to-order, please note that an order cannot be canceled after it has been shipped. If you need to request a cancellation, you must contact customer service before you receive your shipment tracking email.

4. Shipment Confirmation & Order Tracking

You will receive a Shipment Confirmation email once your order has shipped containing your tracking number(s). The tracking number will become active within 24 hours.

5. Customs, Duties, and Taxes (International Orders)

  • Customs and Taxes: CustomUrns is not responsible for any customs and taxes applied to your order.

  • Fees: All fees imposed during or after shipping are the sole responsibility of the customer (including tariffs, taxes, duties, etc.).

  • Refused Shipments: If a package is returned to us because a customer refuses to pay local customs duties, the cost of return shipping will be deducted from any potential resolution.

6. Damages and Lost Packages

Urns are fragile items. We take extreme care in packaging each order using premium, shock-absorbent materials to ensure safety.

  • Damaged Items: If your order arrives damaged, please save all packaging materials and goods. Take clear photos of the damaged item and the external packaging, and email them to sachinshopify566@gmail.com within 48 hours of delivery so we can fast-track a replacement for you.

  • Incorrect Address: We ship to the exact address provided at checkout. We cannot be held responsible if a package is lost or misdelivered due to an incorrect or incomplete address provided by the buyer.