Always With Us Quality & Care

• Handcrafted metal urns with a durable finish and detailed 360° artwork.
• Threaded lids and felt bases for secure, dignified placement.
• Strict quality checks and protective packaging so your urn arrives in flawless condition.
• What’s included: keepsake velour storage bag and premium giftable box.

1. What materials are your urns made from?
   Our cremation urns are made of solid, handcrafted metal, ensuring durability and the secure preservation of ashes for generations. Please note that our urns do not have a glazed or high-gloss finish—they are designed with a soft, matte look that reflects a timeless and respectful aesthetic.
   

2. What are your available urn sizes?
    We offer two sizes: a large urn that accommodates up to 200 pounds of remains, and a keepsake urn that holds 1.5 ounces. You can refer to the size comparison on our product pages for guidance.
   

3. Can I personalize my urn with an engraved name plate?
    Our urns are sold as-is. At this time, we do not offer engraving or name plate attachments.
   

4. Do you offer custom paint or color options?
    Currently, our urns are available only in the colors and designs shown on our product pages. We are not able to offer custom paint options at this time.
   

5. What is your turnaround time for orders?
    Our processing time typically takes 1–3 business days. Standard transit time is 3–7 business days. If you need expedited shipping, please select the Express option at checkout.
   

6. What is your returns and exchanges policy?
   Lifetime Craftsmanship Warranty for peace of mind: If your urn arrives damaged or has a manufacturing defect, we’ll repair or replace it and cover return shipping. For returns for reasons of choice (e.g., it isn’t the right fit), we accept items within 30 days in original, unused condition; return shipping is the customer’s responsibility and a 15% restocking fee may apply. See our Returns section for full details.

7. What happens if the urn is damaged during shipping?
   We take great care in packaging each of our urns, but on rare occasions, damage may occur during transit. If your urn arrives cracked or broken, please email us at info@alwayswithus.co with photos of the damaged item, and we’ll make things right as quickly as possible.

8. Do you ship internationally?
   We only ship to the United States at this time.

We understand that choosing an urn is a deeply personal decision. If the piece you received isn’t what you hoped for, we’re here to help.

Lifetime craftsmanship warranty

We stand behind our workmanship for life. If you experience a manufacturing or craftsmanship defect at any time, we will repair or replace your urn. We cover the return shipping for approved warranty claims.

To start a claim, email info@alwayswithus.co with your order number and photos, and we’ll take care of the rest.

Returns when it isn’t the right fit

If the urn simply isn’t the right fit for your family, you may return or exchange it within 30 days of delivery.

• Items must be in original, unused condition with all packaging and accessories.

• A 15% restocking fee may apply.

• Return shipping is the customer’s responsibility for this type of return.

• For health and safety reasons, we cannot accept urns that have been used or filled.

Damaged on arrival

If your item arrives damaged, contact us within 7 days of delivery with photos. We will replace the item and cover the return shipping for the damaged piece.

How to start a return or exchange

1. Email info@alwayswithus.co with your order number and reason for return.

2. We’ll confirm eligibility and send return instructions.

3. Once received and inspected, eligible refunds are issued to the original payment method (minus any restocking fee) or we’ll process your exchange.

If you have questions or need guidance, please reach out. We’re here for you.