Brass Heart Pet Urn Return Policy

Return Policy

Our number one priority is customer satisfaction. If you aren't satisfied with your memorial, you have seven days from delivery to initiate a return.

Here our the guidelines for returning this memorial:

- You must initiate a return within seven business days of delivery. To initiate a return, click here.
- You must ship the memorial back to us within 14 business days of delivery.
- The customer pays for cost of return shipping.
- Personalized memorials can't be returned. 
- The product must be returned in original condition.
- Any loss of value will be reflected on the return amount.

Incorrect Orders/Damaged Packages/Missing Packages

If your memorial arrives and is incorrect, we will work to make it right quickly and at no cost to you. You may choose between an outright refund or a replacement. If you choose a refund, you must ship the urn back to us (we will pay for the cost of return shipping). To make a claim, click here.

While we very rarely have an order arrive damaged (only once in two years), it is important to know what to do in the event your package arrives damaged. If, upon receiving your order, the package appears visibly damaged, please take photos of the box prior to opening it. Also, please do not throw away the box, but keep it in case it is needed for claiming insurance. Once we have processed the claim (which usually takes 3-5 business days), we will send your replacement. Click here to file a claim.

If you're package is missing, we will work diligently to help you locate it. Click here to file a claim.