Overview
For all returns and exchanges please contact us directly by emailing orders@avapetcrematorium.com or calling 1-800-883-9994.
Only unused, undamaged urns and keepsakes are eligible for exchange or refund. Items must also be in their original packaging.
All returns must be made within 14 days upon receipt of your order for exchange or full refund. Returns made after 14 days and up to 30 days after receiving your package, will be charged a 10% re-stocking fee. No products will be accepted for return or exchange after 30 days.
Please note: personalized items cannot be returned. This includes items that have been engraved, etched or printed as well as items that have been customized with unique images, and items that have been custom manufactured.
Once artwork or sample has been approved, the engraved or custom items may not be returned.
Damaged Products
If an urn arrives damaged, contact us immediately and we will send a replacement urn as soon as possible, as well as directions for returning the damaged urn to us.
Occasionally the carrier requires one of their associates to view the damage claimed before returning the item to us, in which case we would ask that you hold onto the urn or keepsake before sending it back to us.
Clay Claw Print Repairs
All clay paw prints leave our facility in 100% perfect condition. Any requests for repairs must be accompanied by a photo of the damage which will then be assessed and an estimate provided. Repairs generally range from $80.00 – $125 (depending on the size of repair) and will be charged to the customer.
Need Help?
Contact us at orders@avapetcrematorium.com for questions related to refunds and returns.