Refund Policy

Early Cancellations (24+ Hours Notice):

• Full refund of all service fees (minus non-refundable deposit if applicable)
• No cancellation fees apply
• Refund processed within 5-7 business days
• Original payment method will be credited

Late Cancellations (Less Than 24 Hours):

• Cancellation fee of $50 applies
• Remaining balance refunded to original payment method
• Fee covers scheduling, logistics, and administrative costs
• Fee may be waived in extenuating circumstances at our discretion

After Pickup:

• Once your pet has been picked up, cancellations are subject to a 50% fee
• This covers pickup, transport, and handling that has already occurred

After Process Begins:

• Once the aquamation process has begun, no refunds are available
• The process cannot be reversed once started
• This point will be clearly communicated before processing begins

If you experience issues with our services, we are committed to making it right:

Eligible Concerns:

• Significant delays beyond stated timeframes (without prior notice)
• Issues with chain-of-custody documentation
• Problems with the container or urn the ashes are returned in
• Defective memorial products
• Service not performed as described

Resolution Process:

• Contact us within 30 days of service completion
• Provide detailed description of the issue
• Include photos if applicable
• We will investigate and respond within 3 business days

Possible Remedies:

• Partial refund proportional to the issue
• Replacement of defective memorial products
• Credit toward future services
• Full refund in cases of significant service failure (at our discretion)

Unused Memorial Products:

• Returns accepted within 30 days of delivery
• Items must be unused and in original packaging
• Refund issued minus 15% restocking fee
• Customer responsible for return shipping costs

Custom/Personalized Items:

• Custom-engraved urns, jewelry, and personalized memorial items are non-refundable
• Exceptions made for manufacturing defects or errors on our part
• Please review all personalization details carefully before ordering

Paw/Nose Prints and Keepsakes:

• Non-refundable once created
• We will redo prints at no charge if quality is unsatisfactory
• Must notify us within 14 days of delivery

Before Pickup:

• Transportation fees fully refundable if cancelled 24+ hours in advance
• 50% transportation fee applies to late cancellations

After Pickup:

• Transportation fees are non-refundable after pickup has occurred
• This includes both pickup and return delivery fees

Failed Delivery Attempts:

• Additional delivery fees may apply for failed delivery attempts
• Please ensure someone is available at scheduled delivery times
• Contact us immediately if you need to reschedule delivery

Timeline:

• Approved refunds processed within 5-7 business days
• Credit card refunds may take an additional 3-5 business days to appear
• You will receive email confirmation when refund is processed

Method:

• Refunds issued to original payment method used
• If original payment method is unavailable, we will contact you for alternatives
• Checks may be issued in certain circumstances (allow 10-14 business days)

The following are non-refundable under any circumstances:

• Services that have been completed
• Cremated remains that have been returned
• Custom/personalized memorial products
• Paw prints, nose prints, and fur clippings once created
• Viewing services that have been utilized
• Rush service fees (unless delay was our fault)

We understand that dealing with pet loss is emotional and difficult. We may make exceptions to this policy in cases of:

• Significant hardship or extenuating circumstances
• Errors or miscommunication on our part
• Service failures that were within our control
• Emergency situations affecting your ability to proceed

Please contact us to discuss your situation. We will work with you to find a fair resolution.

To request a refund or discuss a service concern: