General Ordering Information
Due to lack of space for storage, all ceramic items are made-to-order. This means that we do not produce the item until we receive an order for it. Depending on order size, it can take 4-6 weeks for orders to be shipped, larger orders or more difficult to paint items may take a bit longer.  Other items usually ship within 2-5 business days.

Shipping & Returns
Embraceable Urns ships items we create via UPS or USPS only. Insurance is included in the shipping total. If your subtotal is more than $200, please use UPS for shipping *DO NOT* use USPS.  Other products may ship via FedEx.  We serve the right to ship as we see fit no matter what shipping courier is chosen.

Ceramic items are well packed using brand new boxes, new bubble wrap, new peanuts, or whatever else may be necessary to protect your item(s) during shipping. We take extreme care in packaging your order! We will not ship more than 50 lbs. in one box. There is a small packaging fee of no more than $8.00 per box to cover packing materials. This amount will be included in your shipping total your confirmation shows. Please allow 4-6 weeks for your order to ship, depending on order size. All ceramic items are made-to-order.
Vendors which provide some of the items we sell may ship by any courier no matter what courier is chosen.
We DO NOT use USPS for insurance purposes.  We use an outside insurance company to provide insurance for your USPS mailed packages.

INTERNATIONAL SHIPMENTS - IMPORT DUTIES & TAXES and BROKERAGE FEES:
The customer is responsible for any Import Duties & Taxes and any Brokerage Fees (if any). These fees may be charged to you when your package reaches the destination country. (These fees are not included in the shipping that we charge you and we have no control over the countries taxes or the shipping companies brokerage fees.) If you are unsure about what you could be charged once your order arrives to your destination country, please contact your countries Customs officials PRIOR TO placing an order to inquire about all associated duties, taxes and fees that you could be responsible for. Brokerage fees are usually depend on which type of shipping service you choose - for example, UPS Standard to Canada has HIGH brokerage fees while the actual shipping cost is low. Other UPS services have no brokerage fees, but shipping costs are much higher than standard to Canada. Please contact UPS or USPS for their brokerage fee schedules.

All sales are final and there are no exchanges, returns, or refunds given after your order is received for ceramic custom painted or personalized items. If damage is done during shipping a claim must be filed with the appropriate shipping company and you will either be given an in-store credit for your purchase (not including the shipping), issued a gift certificate for the amount of your purchase (not including shipping), or we will replace the item if the shipping courier pays the claim to us. If the claim is paid to you, you will need to place another order for your item.  Our goal is to ensure that each customer is 100% satisfied with their purchase(s)! If you are not completely satisfied, please contact us immediately upon receiving your package. You can email us using the "Contact Us" on the left side of your screen. Please inform us of the issue and the order number. We will work with you on the issue.

Although we take extreme care in packaging orders, sometimes during shipping, fragile items such as ceramics can be broken. If your item(s) arrives broken, and you had your order shipped, contact us within 7 business days upon delivery of the package. If you do not contact us, we do not know the item arrived broken. There is nothing we can do to help you if you do not contact us at all. Take a photo of the entire package and the item(s). Then contact us by email including the photos with the email. PHOTOS MUST BE SUPPLIED OF THE ITEM(S). If photos are not supplied we reserve the right to consider the situation resolved and will take no further action. Please keep the item, box and packaging for 7 business days in case the shipping company wishes to pick it up. We will either issue you an in-store credit for the amount of your purchase (not including shipping) or we will file the claim on your behalf with the shipping company. If the claim is paid, we will notify you and replace the item(s).  If you fail to contact us within 7 business days of delivery of your package, we will not issue an in-store credit or file any claims. We do all that we can to ensure safe shipping of ALL items, however, ceramics are fragile and sometimes no matter how well they are packaged can be broken during shipping by rough handling by the shipping company.

Order Cancellation
If you choose to cancel an order, only shipping will be refunded on ANY customized/personlized urn or memorial. This is because if you place an order, we immediately (within 1 day of your order being placed) begin producing your order, we have already poured the molds and personalized the items which have been ordered by the day after your order has been received. Once the items have been cast and personalized, they are done except for cleaning and firing and therefore can not be used for someone else.

Thank you for choosing Embraceable Urns!