Pet urn, pet memorial urn and cremation pet urn questions are important to you therefore are important to us
Variety of pet urns, memorial and cremation such as wood photographic, pet creamated remains jewelry, keepsake pet urns and garden grave memorial markers aid pet loss.
What if I am not satisfied with my purchase and it is not a personalized item or damaged-it is just not as I expected?
Please contact us at support@heavenpeturns.com if you are not happy with your purchase provided it is not damaged or personally inscribed in order to initiate a return . You as a customer have thirty days from delivery date to notify us about a return. You will be charged a small 20% restocking fee and shipping charges will not be refundable. You the customer will be responsible for all return packing/shipping charges as well as making sure to insure the item for the full purchase price minus the 20 % restocking and shipping costs.
Items that cannot be returned / refunded
- Any item that has been personalized.
- Urns or jewelry that has been filled.
- Items that have been damaged or tampered with by the customer.
How do I return the item for shipping for example how do I pack it for safe return?
We require that for items to be returned that these stipulations be met in order to receive a purchase price refund minus a 20% restocking fee and shipping charges will not be refundable. You will be responsible for all return shipping fees. The items must be un-used, in resalable condition when returned
- All the returned items must be in the original packaging or shipping containers
- All necessary information is required on the returned package such as (1) the purchaser‘s (YOU) name and address,(2) phone number, (3) email address both on the outside and included on the inside of the package. Also any other information that would be helpful.. Both name and address requirements must be clearly visible on the package
- All returns that are (not personalized )must be received within the guaranteed time by Heaven Pet Urns .
- Please notify us at support@heavenpeturns.com immediately so arrangements can be made for returns and proper address for returns will be given.
What should I do if my item is damaged?
We hope you will never receive a damaged item from Heaven Pet Urn but if you do receive a damaged item please notify us within 48 hours of delivery. We will to set up a return or exchange and replace it or set up a return for you as soon as possible at support@heavenpeturns.com. If you received an item that was damaged we will replace the damaged item. Your item will be replaced free of charge.
What carrier/shipping method do you use?
We use USPS and UPS shipping rates will apply extra to the cost of the article for example in the United States with exception of Alaska and Hawiaii there will be a charge of $15.00 for pet urns shpped by UPS parcel service only and a USPS postal charge of $8.00 for cremation jewellery items. If both items are ordered at the same time both there is a special order form created for them to be combined on the same order with shipping and handling charge because they will be shipped separately even though ordered on same form. They are shipped by different carriers.
How are orders to Alaska and Hawaii shipped and what are the charges?
Orders to Alaska and Hawaii are shipped by USPS Priority Mail. The cost for urns is $22.00 and for the jewelry items is $12.00. There is no free shipping of over $125.00 offered for these two states because of the expense in shipping that distance.
When will I receive my order?
Your order should be received within 5 to 10 working days-depending on the time of the year for example Christmas.
What payment method you use?
We use MasterCard, Visa, Discovery, American Express and PayPal at this point and will go through a PayPal site which will process the cards. You do not need a PayPal account to use the charge cards listed. PayPal is only our processor and you must go through their processing site to verify the charge cards.. All are verified at time of usage before processing the order.
Is your website secure for example using my charge card?
Yes our website is secure for online ordering and none of your information will be shared.
Purchaser is responisble for any applicable taxes that apply to their area-province or state because we do not charge sales taxes on this site.
Why do I need to fill out a combined order form if I am ordering jewellery and a pet urn at the same time?
The combined order form is required if both a pet urn and cremation jewelry are ordered at the same time because each goes by a different carrier-Urns by UPS parcel service and cremation jewellery by USPS postagewhich are shipped separately and by different rates. Therefore we have combined the order form into one for both items and have a added a special rate for the combined order on the form.
How do I receive my 5% discount repeat offer?
You will receive your 5% discount when you make a return order from us. We will issue a special code to you later by email on your first purchase which you will use on the order form the next time you visit our site and make a purchase. This is our way of saying thank you for returning and using our site again.
How do I add my engraving information on the urn?
There is a place added to that product that has included free engraving. There will be two spaces that will resemble boxes. One will be for you pet's name and the other will be for the dates.
Is the six sided rotating photo urn lined with velvet and is it top opening that I can look inside it?
The six sided rotainging photo urn is lined with black velvet and it is top opening so you will be able to place the ashes of your beloved pet inside. This item has been discontinued.
Do the garden markers grave markers and the dog/horse busts weigh more to ship?
Yes the garden markers and the dog/horse bust urns do weigh more and cost more to ship which is $22.00 instead of the regular $17.00 urn freight.
Do you have a brochure on your products?
We do not at this time have a brochure of our internment pet urns for pet ashes products but all infomation can be printed off our site if needed for a reference.
Can I add a picture of my pet to your pet loss Tales about Tales forum?
Yes if you wish to add a picture along with a story of your pet by all means. The picture should be high-resolution scan, in format jpg,tift., bmp, pgn. It is highly reccommended 300 dpi and at least 4 X 6 inche size. This way the quality is better for the site. We would be very glad to have your pet added to our site to help others deal with their pet loss as well.
How do I know how big a urn to buy for my pet?
There are guildlines set up based on the pet's weight before cremation and not on their ashes. It is basically set up that for every 8 pounds your pet weighs then 10 cubic inches are required for the inside space of the urn. If your pet weighed 40 pounds then you would need 50 cubic inches of space inside the urn. These internment pet urns for pet ashes are either top loading or the bottom loading. They are for a cat, dog, any animal and include bust urns for horses, cat dog urns, creamation keepsake jewelry and some with pet memorial poems. You just have to pick what you would like to honour your pet.
When I click the USPS button for shipping method on urns it won't let my order go through, why?
This is a suspension rule which means if you check off the wrong carrier+ for that item your order is stopped until you check off the correct carrier. This prevents people from checking of wrong carrier for wrong item and not being charged appropriate freight charges. Once you check off the proper carrier for that item then your order will got through and charged the correct freight charges.
example: Urns ship by UPS parcel service only so that button should be checked off
Cremation jewelry ships by USPS postage service only so that carrier should be checked off
Garden grave memorial markers and bust urns ship by UPS parcel service only so that carrier should be checked off
Pet urns & cremation jewelry together on same order then the combined carrier should be checked off because both carriers will be involved;
If a urn does not come with an engraving plate can it still be ordered?
An engraving plate not included with any urn can be ordered by request at a cost of $12.00 each
Variety of pet urns, memorial and cremation pet urns such as wood, photographic, pet creamated remains jewelry, keepsake pet urns and garden memorial grave markers aid with pet loss.
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