Personalized Memorial Products
All shipped products ordered which have been personalized with specific wording and/or photo are NOT refundable. We will not refund any order if shipment is late due to courier issues (plane delays, weather, other courier issues). Once it leaves our facility, we cannot control UPS and these issues are beyond our control. If your item is time sensitive make sure you give enough time for such possible issues and choose a faster shipping method.
For Shipped Memorial Products With No Personalization Products
Shipped products are given a full refund (less shipping cost) and returnable in good condition in its original packaging within 10 days of purchase if they are not personalized. You must contact us in writing via our contact us page prior to the return to obtain a return approval authorization code. The buyer is responsible for all shipping costs in returns.
You will be refunded back to the same form of payment used in the original transaction. PLEASE allow up to 7-10 days for the refund to be placed back into the original method of payment. Exact timeframe is dependent upon your bank. Please contact us via email email@example.com or by phone 1-800-773-9026 to initiate your refund process. If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment in 7-10 business days after we have received the returned product. The buyer will need to pay for return shipping costs as well as a 10% restocking fee.
If you received any of our memorials damaged via shipping or within 30 days of purchase, please contact us for return authorization. We can either refund your complete order (less the shipping costs) or replace the damaged product with the same item.
You may return most new, unopened items within 30 days of delivery for a full refund. We'll also pay the return shipping costs if the return is a result of our error (you received an incorrect or defective item, etc.). You should expect to receive your refund within four weeks of giving your package to the return shipper, however, in many cases you will receive a refund more quickly. This time period includes the transit time for us to receive your return from the shipper (5 to 10 business days), the time it takes us to process your return once we receive it (3 to 5 business days), and the time it takes your bank to process our refund request (5 to 10 business days).
Digital Funeral Templates
Digital templates file purchases are non-refundable. Once you are issued the download for the specific template(s), you are given access to retrieve the product. If you do not receive the download link or unable to find the template once you click the download link, please contact us immediately. A refund may be requested if there were no downloads attempted. Please contact us in writing via email for a return authorization should this be the case.
Failure on your part to purchase the correct template design does not warrant any type of exchange of a template. Make sure you read each product description carefully before purchase to ensure it is the correct design or style you want. We strive hard to provide accurate photos of our templates on each product page along with a video to assist you in seeing the actual design you will receive. No refunds will be granted for a wrong design chosen.
Although we do understand the time sensitivity of a funeral service, no refunds will be issued based on whether or not you were able to use your template in time for a funeral service. You must contact our customer support immediately if you are experiencing any technical problems with your template download. We are available to assist you with any issues and will help you to complete your program as soon as possible.
Template Compatibility Issues
If your template is working and there were unforseen technical problems relating to the configuration of your computer, we cannot take responsibility on the timeframe needed to create the program. If you experience ANY problems, it is your responsibility to contact our customer support asap so we can assist you in getting your template fully functioning. Often it is the computer's configuration that some problems exists and we are able to assist and recommend what needs to be done in order to correct the issue but we must be notified and told you are experiencing an issue. We are not responsible for calls received after the fact and resulted in the template not being used.
If you are experiencing issues with Word, Publisher or MAC Pages, we recommend you use the free online tool Google Docs template as it is very intuitive and easier to use.