Need Help? View Our Frequently Asked Questions
Do you have questions? We’re here to help with a list of the most frequently asked questions. If you don’t see an answer to your specific question, please contact us.
Shipping
When will my order ship?
Generally, orders will ship the same day, or the next day, depending on when the order was placed. The cut-off time for orders shipping on the same day is 3 p.m. EST.
Where can I find tracking information?
When your order ships, you will receive an email notification with your tracking information.
How long does it take for orders to arrive?
We offer Ground Shipping (3 to 5 days) and Expedited Shipping (2 to 3 days).
What are your shipping costs?
Our shipping costs are $15 for Ground and $40 for Expedited Shipping.
Why should I ship to the funeral home instead of myself?
When purchasing products designed to contain cremated remains, you may prefer to have a professional at the funeral home manage the placement of the remains into the product.
Do you ship to my country?
Currently, we ship to the United States only.
Orders
Where can I find my order status?
Once you place an order, you will be sent a confirmation email. You can also view your order status from your Remembrance Store account to see when your order is shipped. When your order ships, you’ll receive an email with your tracking information.
How do I change my shipping/billing address?
To change your shipping/billing information, please Contact our customer support team.
How can I cancel or change something on my order?
After placing an order, if you realize a mistake was made during personalization, and you need to edit it or cancel the order, please call our customer support team as soon as possible. However, please note that once an item has been engraved, we are unable to change or cancel the order.
Warranty and Returns
Do you offer a warranty on your products?
Some products may be covered by a manufacturer’s warranty, which will be noted in the product description or included with your order. For full details, view the warranty section on our Terms of Use.
What is the return policy?
Non-personalized items in unused, original condition may be returned within 20 days of delivery. Personalized, used, or clearance items are considered final sale and not eligible for return. Shipping charges are non-refundable. For full details, view our Returns and Refund policy.
How do I start a return?
You can start a return by going to our Returns & Refunds page. You may also contact our Customer Service Team at 1-888-812-9177 or email support@remembrancestore.com. Then, pack your item with the provided shipping label. Returns must be sent via UPS. Funeral home drop-offs will not be accepted. For full details, view our Returns and Refund policy.
Payment and Billing
How quickly are transactions processed?
Your chosen payment method will be charged when you submit an order, however how soon transactions will become visible can differ between banks and other payment methods.
Do I have to pay sales tax?
Sales tax is added to most orders and is calculated automatically based on the location of the address used for delivery.