Customer Service: 1-866-967-0555

Frequently Asked Questions

Frequently Asked Questions


Here are the answers to the questions we’re most often asked. Click on the topic and see the related questions. Use the side bar at any time to view to a different topic. If you don’t find the answer to your question, please contact us by telephone or email.

Service Partners

1. What is a Service Partner?
Service Partners are Funeral Homes, Crematoriums or Cemeteries that have partnered with Granville Urns to offer our products to the families they serve. Service Partners will help you choose which products to order, navigate the ordering process and the handle of the cremated remains that go in the urns and keepsakes. 

2. Does it matter if I buy my urn online or from the funeral home?
No. You can purchase your urn or keepsake from the website and take it to your Service Partner, or order through your Service Partner. Once we receive your order, we can ship to the funeral home or directly to you.

3. What if I am working with a Funeral Home that is not a Granville Urns’ Service Partner?
Please give us the name of the Funeral Home and we will contact them to see if they are interested in becoming a Service Partner. If they become a Service Partner, we will work together in assisting you with your decision to purchase Granville Urns’ products and with handling the cremated remains. 

Ordering & Shipping

1. How can I place an order?
You can place an order directly with Granville Urns via our website or our toll-free number, 866.967.0555: Orders are placed on our website by creating a unique account with your own login and password using the login link or when you checkout. When you return to the site, your billing and shipping information will be securely retained and it will allow you to track your orders and update your information.

2. Do you ship your products for overnight delivery?
Yes. We can expedite shipping overnight or next day air to meet your time requirements. Click here for more information on shipping. 

3. Where can Granville Urns’ products be shipped?
We ship to the continental U.S., Alaska and Hawaii. We can also ship our products throughout the world through UPS, Fed Ex or DHL. For shipments to Alaska, Hawai’i and international destinations, we estimate the costs and get your approval before placing the product with a carrier. We are not responsible for any customs or duties that may be imposed. 

4. Do you accept returns?
Yes. If you are not completely satisfied with your product, you can return it within 10 days of receipt. All items must be unused and returned in the original packaging and shipping containers. Granville Urns will refund the full purchase price less shipping, unless the product was defective or was shipped as a result of our error. 

5. How do I get my money back in case of a return?
In the event of a return, the price of your purchase will be credited to the credit card used during purchase. It may take up to three business days for the transaction to show on your statement. 

6. Will someone need to sign for the shipment?
We ship with a signature required unless you request otherwise when the order is placed. 

7. How long will it take to engrave and ship my order?
Granville Urns keeps a complete inventory of its products and can engrave and ship an order the next day after it is received. In special situations, orders can be processed the same day if received before 12:00 pm Eastern Standard Time Monday-Friday.

8. How will my order be shipped?
Very carefully! All of our products are double-boxed, and urns and keepsakes are enclosed in a specially designed bag to protect the lacquered finish. Each box is shipped fully insured.

9. Is my information safe when shopping on Granvilleurns.com?
We work hard to ensure that your personal and payment information is secure and your privacy is respected. We do not sell or rent our customer list. We use SSL technology to keep your credit card information encrypted and secure when you make purchases online at Granville Urns. 

Urn Care

1.  How do I open my urn?
Detach the bottom panel by removing the screws. Place the cremated remains in the plastic bag provided. Use the tie provided to securely close the bag. Place it in the urn and reattach the bottom panel and screws.

2.  How will I receive the cremated remains from the funeral home or crematorium?
Most funeral homes and crematoriums will return the cremated remains in a clear, durable, plastic bag. In many cases we can ship a Granville Urn to the Funeral Home in time to have the cremated remains returned to you in the urn. 

3.  Can I travel with the urn and cremated remains?
Yes, TSA requires that the urn containing the cremated remains pass successfully through the security x-ray screening machines.  

4. How do I care for my urn?
You will receive with your urn, instructions for proper handling and care of your urn, and a microfiber cloth for cleaning.  Click here for our Urn Care tips. 

Return Policy

Granville Urns strives to provide exceptionally designed and crafted wood inlay products that you will be pleased with as a final resting place for your loved one. If you are not completely satisfied with your purchase, simply contact us (link) within 10 days of receipt of your product to verify the return shipping address and set up an exchange or apply the proper credit to your account. All items must be unused and returned in our original packaging along with all the care materials. Granville Urns will refund the full purchase price less shipping unless the product was damaged or was shipped as a result of our error.