Request a Return
To initate a request, please complete the form below or download our Return Request Form.
Forward form and photos of product and packaging to firstname.lastname@example.org
Non Customized Items:
Return authorization is required. The Customer has ten (10) days from the day of delivery to return the item(s). The postmark date is the date we go by on the return. Expedited fees will not be reimbursed (example: Overnight or 2nd Day Delivery). The Product must be new condition and have not been filled with ashes or been used. .Items not returned (postmarked) within 10 days from the delivery day are – Not Returnable – No Exception (we are sorry but we work with many different manufacturers, artists, vendors and suppliers and this is a Company Policy) Caskets can only be returned if not used. (All items need to be new and a 20% restocking fee applies automatically).The Customer is responsible for the return shipping charges. If you are returning a product which is not personalized but has add on products you will be charged for the add on (example: name plaques).
Including but not limited to personalized grave memorials, urns, glassware, stainless steel, wooden products and any other personalized item we may carry, if work has been started or completed there will be no returns allowed. If work has not started on the item ordered customer may cancel the order without incurring any charges and a full refund will be given. Cherokee Specialty Casket Company, Inc. and all Divisions reserves the right to replace the defective or incorrect products with one that meets the original order. You may be required to provide photographed details of the defective/incorrect product and packaging for internal review prior to any action being taken. Customer has 24 hours (or by end of next business day); from the delivery date to report a defective or incorrect product; and a free replacement will be shipped at no additional cost to the customer.
If you receive a damaged item you must notify us within 24 hours or by end of next business day; because we work with many different suppliers and a claim has to be filed with the shipping company (example: UPS, FedEx). We have the right to replace damaged items. You may be required to provide photographed details of the defective/incorrect product and packaging for internal review prior to any action being taken.
Overnight and 2nd Day Delivery Charge Refund:
If the item was shipped and has a delay on the overnight or 2nd day delivery, we will default back to the shipping companies policy (UPS, FedEx or any other) and check with them if they will issue a refund. If the delivery company issues a refund the refund will be extended to the customer, if the delivery company does not issue a refund no refund will be granted.
(Example: If it is an act of Nature and there was a snow storm or hurricane and the delivery company cannot deliver on time, they will not issue a refund. If the delay was the fault of the delivery company they usually will)