Orders placed before our shipping deadline of 2pm PST (Monday–Friday) generally ship the same day. Ground shipping is estimated at 3–7 business days. 2nd Day shipping arrives in two business days, and Overnight shipping in one. Please note that weekends and holidays do not count as shipping days. Orders placed after 2pm PST may ship the next business day. Once your order is picked up by the courier, we are unable to change the shipping terms.

Once your order ships, you will automatically receive an email with tracking information. You can access all your orders and tracking through your portal, found in the top right, under the dropdown that says "My Account". Then, navigate to "Sales Orders". From there, scroll down to Communication History, where your tracking information will sit if your order has been shipped.  

It may, so please consider giving an extra business day for shipping for processing and fulfillment. 

If you want to create a complex design or anything that you cannot do through the online design system, please contact SinoSource via phone or email ([email protected]) and someone from our engraving and personalization team will help you. Someone will help you design an urn through our traditional form and proofing system. 

Yes! Many of our products are available for personalization. To personalize, go to a product and click the "Personalize" button. This will bring up a window where you can add text, graphic images, and upload custom images - all available for viewing in real time. The process is simple and fast. 

Engraving proceeds directly based on your submitted text and formatting. Please double-check all customization details before placing your order.

Unfortunately, We do not accept returns for personalized or engraved items unless they arrive damaged or incorrect. Please confirm all details before submitting your order.

Please contact our customer service team via [email protected] or live chat. Please note that we unfortunately cannot accept changes to customized items or orders - please be sure that all information on engraved orders is correct.

Please email [email protected] with your order number and a brief explanation. We’ll assist you right away.

Yes, unless the item was damaged or incorrect, the customer is responsible for return shipping costs.

The general rule of thumb is that the weight in pounds before cremation = cubic inches in cremated remains. For example, if your loved one weighed 180 lbs., you should get an urn with 180 cu inches in capacity. Urn capacity is noted in the respective product descriptions. 

Many of our products open from a threaded top lid, but we have a wide variety of urns. Please note the product description for your exact product, as opening mechanism is listed there. 

The following urn materials are TSA-approved for carry-on luggage:

• Wood / Fiberboard Composite
• Paper
• Plastic

Note: Airline policies vary. We recommend checking directly with your airline regarding cremated remains. ​