1. Urns that are engraved can NOT be returned, unless a mistake in the engraved text has been made. Before any return of this nature is processed, we must verify the mistake is, indeed, our fault. If this is the case, we will ship you a new urn at no charge. We are very friendly and easy to work with. If you have a question or concern, just give us a call/text at 573-579-0706. All calls/texts are answered by the owner personally, resulting in prompt resolution.
2. If your product is damaged by the shipping company, we MUST be informed within 36 hours. To expedite a replacement urn, please send us a picture of the damage to the shipping container (box) and the damage to the urn. Pictures can be texted to 573-579-0706 or emailed to info@TheHillPet.com. We will immediately ship you a replacement item.
3. If your pet's ashes will not fit in the urn you chose, AND if the urn is NOT engraved, we will consider a refund or trade for a larger item. Items must be shipped to The Hill Pet Crematory via the Post Office. Do NOT send items through UPS or Fed Ex. Items are to be shipped to The Hill Pet Crematory, PO Box 22, Pocahontas, MO 63779. Please include your name, address, phone number, and date of purchase. Items must be received in resalable condition with NO damage, scratches or appearance flaws. Once the item is received and inspected, we will contact you about a refund or new shipment per your instructions. Please note that the cost of shipping the item back to us is your responsibility. Most urns ship through the post office for $10.00-$18.00 depending on weight and size.
If you are a local client, do not ship your item. Just give us a call (573-579-0706) and we will schedule a free pickup/delivery time.