Our Guarantee to You

The best urns delivered with the best service.

That's our guarantee, from us, to you.

At Urns Northwest, our mission is to provide the highest level of customer service hand in hand with a premium selection of both unique and affordable cremation urns.

We will carry out this mission through:

  • Personal and personable customer service
  • Efficient and time-sensitive production & delivery
  • Attractive and meaningful memorial products
  • Knowledgeable staff and helpful articles

We stand behind the cremation urns and memorials we offer, and we will always endeavor to exceed your expectations in providing answers to your questions, meeting delivery dates, addressing issues, or personalizing your memorial.

Keep reading for to learn about our:

  • Mission statement
  • Customer Questions
  • Customer Satisfaction
  • Returns
  • Personalized or Custom Orders

Mission Statement

The best urns delivered with the best service.

At Urns Northwest, we strive to deliver the best quality urns for ashes alongside the best possible customer service. We stand behind the urns and memorials we offer, and we will always endeavor to exceed your expectations.

We will do this by providing answers to your questions, meeting delivery dates, addressing issues, or personalizing your memorial. We believe in servicing the needs of our customers, so that each customer would have the most positive experience during their time of loss.


We'll take the time to personally answer any question you have.

We feel that any question a customer has must be a good question, so when one arises please ask us. We will answer your message within the next 24 hours or sooner in most cases.

We will also consider your question while updating our pages to make sure that we are giving people the necessary information needed when visiting our site. By doing this we hope to offer the best resources on the web alongside our personal customer service.

You can start finding answers by visiting our Frequently Asked Questions page.

Customer Satisfaction

Your satisfaction is our priority.

For all products we sell we will guarantee the quality you expect.

If you receive any merchandise that appears damaged, contact us so we can arrange a replacement. If the merchandise you received does not appear to have the quality we show on our web site, please contact and let us know what it is.

Occasionally, we'll make slight modifications to the product (such as minor changes or updates in the way a product is constructed, or changes due to available materials), but it generally should still be really, really close to what you see pictured.


We 100% guarantee our products.

You may return most new, unused items within 15 days of delivery for a refund of the product costs. Rarely, a restocking fee may apply. We'll also pay the return shipping costs if the return is a result of our error (for instance, if you received an incorrect or defective item, etc).

Personalized and custom items are non-refundable, but if an error is made on our part in the personalization we will correct the error in a way that meets your satisfaction.

If you received a damaged item, we'll take care of it for you. Please contact us immediately so that we can process a damage claim with the shipping company. If the damage claim is not done in a timely fashion the receiver takes responsibility for the damage.

Ultimately, remember this - we're here to help you find the right memorial for your loved one. If there are any issues or concerns, talk to us! We'll work with you. Your satisfaction is our priority. 

Personalized or Custom Orders

We'll work with you to personalize your order just the way you want it.

While we cannot accept returns on custom or personalized items, we'll work with you to ensure that we make it exactly right beforehand.

Let us know what you're trying to do and we'll do what it takes to make it just the way you want it. Please make sure that the information provided to us for custom laser engraving on the cremation urn is accurate.

If you have any comments or concerns about the engraving there is an "Order Comments" box you can fill out during checkout; additionally, you can email or call us anytime.

No refunds on personalized or custom orders. Exchanges are available only in the case of poor quality of a personalized item.

Engraving proofs are available upon request, the first two proofs are always included, all subsequent proofs will incur a $30 charge, and will delay production. (Think about it this way - if we have a typo in the proof, or if it just doesn't look right, of course we'll fix it. Don't worry about fees! But if you change things over and over, we do reserve the right to be compensated for our time and effort.)

You may RUSH an order on a case by case basis only, depending on the item. Expedited shipping and fees will apply. We always try to get the urn to you as quickly as possible and with the lowest shipping costs; however, faster shipping and production simply costs more.