Refund & Return Policy · Angel Oaks Pet Crematory
We know these purchases come at painful moments. If a piece arrives damaged, if we send the wrong item, or if anything isn't what you expected — please tell us. Here's how we'll make it right.
Our Commitment.
The urns, keepsakes, and jewelry we offer are entrusted to carry something irreplaceable. We work with vetted makers and inspect inventory before it ships — but if something goes wrong on its way to you, that's on us to fix.
This policy covers physical products purchased through our Square checkout. Cremation and aftercare services are governed by your service agreement; we've included a short note on those at the bottom of this page.
Returns We Always Accept.
If any of the situations below apply to your order, please contact us and we'll make it right at no cost to you:
- Damaged in shippingVisible damage to the urn, jewelry, or packaging when it arrives. Please report within 7 days of delivery so we can file with the carrier.
- Wrong item shippedIf you receive a different product than the one you ordered, we'll replace it at no cost and cover return shipping.
- Manufacturing defectCracks, missing parts, finishes that flake, hinges that fail, engraving errors on our end — all covered.
- Significantly different from descriptionIf the piece doesn't match what was shown or described on the product page, you can return it for a full refund.
Personalized & Engraved Items.
Personalized pieces — those engraved with your pet's name, dates, or a custom inscription — have a different return treatment because they can't be resold or returned to general inventory.
Personalized items are non-returnable unless they arrive damaged, are engraved incorrectly on our end, or have a manufacturing defect — in which case the rules in §2 still apply, and we'll replace them at no cost.
If you're unsure about a name spelling, an inscription, or a size before you commit, please call or email us first. We'd rather catch it before the engraver does.
How to Request a Return.
A short, simple process. Most returns are resolved within a week of you contacting us.
- Reach out within the return window. Damaged or wrong-item issues: within 7 days of delivery. All other eligible returns: within 14 days. The sooner the better.
- Tell us what's wrong. Call or email us with your order number and, if possible, a few photos of the issue. Photos are especially helpful for shipping damage.
- We respond within 2 business days. We'll confirm the return is approved and email you a prepaid return label (we cover return shipping when the issue is on us).
- Send the item back. Use the original packaging if you still have it. Drop it off at any carrier location.
- We process your refund. Once we receive the item, we issue the refund within 2 business days. It typically appears on the original card within 5–7 business days, processed through Square.
Refund Timing & Method.
All refunds are issued through Square to the original payment method used at checkout. We don't issue refunds to a different card, gift card, or store credit — Square's processing only allows the original.
From the day we receive your return, expect the refund to appear on your statement within 5 to 7 business days. Most banks are faster; a few are slower. If you don't see it after 10 business days, call us and we'll trace it.
A Note on Cremation Services.
Cremation, transport, and aftercare services are governed by the service agreement you sign with us at the time of arrangement — not by this product return policy. If you have questions about a service charge, a missed appointment, or a billing concern, please contact us directly and we'll work it out one-on-one. We've never not.
Contact.
No bots, no forms-only support, no waiting on hold. Email or call and a real person will respond within two business days.
We'll make it right.
Reach a real person within two business days.
Please include your order number when you reach out — it helps us find your case faster.