Returned & Damaged Goods Policy - PALS

Returned & Damaged Goods Policy

We accept new and unused urns returned within 10 business days of shipment. Please complete the Return Merchandise Authorization form. Please note: A 20% restocking fee will be deducted from your refund amount. You will also be responsible for the return shipping charges.

Return Merchandise Authorization Request Form

To request a Return Merchandise Authorization (RMA) number, please complete this form and click the “Send” button at the bottom of this page. You will be issued an RMA number based on the information on this form. Notification of the RMA number will then be emailed to you.

First Name (required)

Last Name (required)

Street Address (required)

City (required)

State (required)

Zip (required)

Phone (required)

Your Email (required)

Order Number (required)

Order Date (required)

Reason for Return (required)
 Damaged Wrong Item Shipped Wrong Size Other Reason

Please explain in detail the reason for your return.

RMA Policy

Customer is responsible for determining whether a product is defective. Please note: Since many of the urns are handmade, slight imperfections may exist.

  • RMA number is required to return an item.
  • RMA number is valid for 10 days.
  • A 20% restocking fee will be deducted from your refund on all non-defective returned products.

ourpals.com is responsible for replacing a defective item by UPS ground shipping. If the damage was caused by the shipping process, you must make a claim directly with UPS.

Damaged Product Policy

All products are guaranteed to be shipped in new condition. If a product arrives damaged, and the damage has not been caused by UPS, it can be exchanged for an undamaged one at no cost to you if returned within 10 business days of the shipment date. The product must be in an unused condition. Please complete the Return Merchandise Authorization form. If the damage was caused during the shipping process, you must make a claim directly with UPS.