Refund and Return Policy

In short: Please call or email us before returning an item. We understand that making funeral arrangements can be stressful, and our team will do everything reasonably possible to make the process clear and supportive.

Returns

Our return policy lasts for 30 days from the date of purchase. If more than 30 days have passed since your purchase, we may be unable to offer a refund or exchange.

To qualify for a return, the product must be unused, undamaged and in the same condition in which it was received. It must also be securely repackaged in its original packaging.

Before returning any item, please contact Royal Caskets and Urns for return authorization and shipping instructions. Returns sent without prior authorization may not be accepted.

Exchanges, Returns and Cancellations

For approved exchanges, returns or order cancellations, the customer is responsible for the applicable shipping costs. A 30% restocking fee will also be deducted from the refund unless the product was damaged, defective or shipped incorrectly.

Once an order has been prepared, shipped or placed in transit, it may no longer be eligible for cancellation without applicable shipping and restocking charges.

If you refuse delivery for a reason unrelated to damage or an incorrect product, the order will be treated as a cancellation. Return shipping costs and the applicable restocking fee will be deducted from your refund.

Damaged or Defective Items

Caskets and other large products must be carefully inspected before the delivery is accepted.

If a product arrives visibly damaged, please:

1. Refuse the delivery due to damage.
2. Ask the driver to document the damage.
3. Take clear photographs of the product and packaging, if possible.
4. Contact Royal Caskets and Urns immediately.

Once we receive reasonable proof of the shipping damage, we will work with you to arrange an appropriate replacement or full refund at no additional cost.

For urns, accessories or products delivered by a parcel carrier, please contact us within seven days of delivery if the item arrives damaged, defective or incorrect. Keep the product and all original packaging until we provide further instructions.

Please do not discard the original packaging. It may be required to process a shipping claim or return.

Return Shipping

To begin a return, call us at (713) 640-5636 or email info@royalcasketsandurns.com. Please include your order number, the product being returned and the reason for the return.

After your return is approved, our team will provide instructions and help coordinate the return shipment.

The product must be securely repackaged in its original packaging. Unless the return results from damage, a defect or an error by Royal Caskets and Urns, the customer is responsible for return shipping costs. These costs may be deducted from the final refund.

Original delivery and shipping charges are non-refundable unless the product arrived damaged, defective or incorrect.

Delivery Requests and Address Changes

Estimated processing and delivery times are provided when an order is placed or confirmed. Delivery times are estimates and may be affected by product availability, the destination, carrier schedules, weather or other circumstances outside our control.

Royal Caskets and Urns offers free delivery in the Houston area on qualifying orders. Please contact us to confirm whether your order and delivery address qualify.

Once an order has left our facility, we may be unable to delay, hold or reschedule its delivery. If a casket is being delivered to a funeral home, please notify the funeral home in advance and confirm that someone will be available to inspect and accept the delivery.

Orders that cannot be delivered to the address provided during checkout may be treated as cancellations. Applicable redelivery, return shipping and restocking charges may be deducted from the refund.

If you need to correct or redirect a delivery address, please call (713) 640-5636 as soon as possible. We will make every reasonable effort to assist, but address changes cannot be guaranteed after an order has shipped. Additional carrier or redelivery charges may apply.

Refunds

Once an authorized return has been received, we will inspect the product and notify you whether the refund has been approved or rejected.

Approved refunds will be issued to the original payment method, less any applicable restocking fee, return shipping charge or non-refundable original shipping cost.

A 30% restocking fee applies to eligible customer-requested returns and cancellations unless otherwise agreed in writing or the return results from damage, a defect or an error by Royal Caskets and Urns.

Approved refunds are normally submitted within 5–10 business days after the returned product has been received and inspected. Your bank or payment provider may require additional time to post the credit to your account.

Personalized and Custom Orders

Products made, modified, engraved or personalized according to a customer’s specifications generally cannot be returned, exchanged or cancelled after production has begun.

Personalized or custom products may still qualify for a replacement or refund if they arrive damaged, defective or materially different from the approved order specifications.

If you are unhappy with a custom order for any reason, please contact us. We understand the sensitive circumstances surrounding these purchases and will work with you to determine whether a reasonable solution is available.

Contact Us

Phone: (713) 640-5636
Email: info@royalcasketsandurns.com

Our team is here to provide compassionate assistance and make the return process as straightforward as possible.