Shipping & Return

Shipping & Delivery Policy

Thank you for choosing GentleUrn to honor your beloved companion. We know how much this tribute means to you, and we handle every order with the utmost care. Please review our shipping guidelines below:

1. Production & Processing Time

Since each GentleUrn is a custom-crafted piece (3D modeling, hand-painting, or high-definition photo fusion), please allow time for our artists to perfect your tribute:

  • PhotoPrint Ceramic Urns: 3–5 business days for production.

  • Custom 3D Printed Figurines: 5–10 business days (due to the detailed modeling and curing process).

  • Standard Items: 2–3 business days.

2. Estimated Shipping Times

Once your order is crafted and quality-checked, we ship directly to your door. Estimated delivery times are as follows:

  • United States: 7–12 business days.

  • United Kingdom / Canada / Australia: 8–14 business days.

  • Europe: 10–15 business days.

  • Rest of the World: 12–20 business days.

Please note: These are estimated times and may vary slightly due to local postal delays or customs processing.

3. Shipping Costs

  • Standard Shipping: FREE on orders over $50.

  • Tracking: All orders include a tracking number, which will be sent to your email as soon as the package is dispatched.

4. Tracking Your Order

Once your order has shipped, you will receive an email notification with a tracking link. You can follow your package's journey from our studio to your home. Please allow 24–48 hours for the tracking information to update.

5. Customs, Duties, and Taxes

GentleUrn is not responsible for any customs and taxes applied to your order. All fees imposed during or after shipping are the responsibility of the customer (tariffs, taxes, etc.).

6. Wrong Address Disclaimer

It is the responsibility of the buyer to make sure that the shipping address entered is correct. We do our best to speed up processing and shipping time, so there is always a small window to correct an incorrect shipping address. Please contact us immediately at contact@gentleurn.com if you believe you have provided an incorrect address.

Refund & Return Policy

At GentleUrn, we understand that every piece we create carries a profound emotional weight. Our goal is to provide a beautiful, lasting tribute to your beloved companion. Because our products are custom-made (personalized with photos or 3D sculpts), please review our policy below:

1. Damaged or Defective Items

If your urn arrives damaged during transit or has a clear manufacturing defect, we will take full responsibility.

Action: Please contact us at contact@gentleurn.com within 48 hours of delivery.

Requirement: Include your order number and clear photos of the damaged item and the packaging.

Resolution: We will provide a replacement, refund, or store credit, depending on the circumstances.

2.Custom & Personalized Products

Because our items are uniquely crafted based on your pet’s likeness, personalized products are generally not eligible for return or exchange once production has begun.

However, customers may submit a return request within 7 days of delivery. Each request will be reviewed individually based on the circumstances of the order.

To be eligible for consideration, items must be returned in their original condition and packaging.

Please note that personalized products may be subject to partial refunds, processing fees, or return shipping charges depending on the nature of the request.

Photo Quality: Please ensure you upload a high-resolution, clear photo. We create the urn based on the image provided; therefore, we cannot be responsible for issues resulting from low-quality or inaccurate photos supplied by the customer.

3. Order Cancellations

You may cancel your order within 12 hours of placement for a full refund.

After 12 hours, our artists often begin the 3D modeling or printing process, and a 30% restocking/labor fee will apply if you still wish to cancel.

4. Lost Packages

If your tracking information shows "Delivered" but you have not received your package, please contact your local postal service first. If the package is confirmed lost by the carrier, we will work with you to provide a replacement at a discounted rate or store credit.

5. How to Reach Us

Your peace of mind is our priority during this difficult time. If you have any concerns about your order, please reach out to our compassionate support team:

Email: contact@gentleurn.com

Response Time: We typically respond within 24 hours.