Martin Memorials upholds the highest standard of quality for each of our products. We guarantee that the quality of all our merchandise will meet or exceed expectations. Every effort is made to ensure your merchandise is shipped in perfect condition. If for any reason you are not completely satisfied with your purchase, you may return any item in its original condition and packaging within 30 days of receipt and we will gladly provide a refund, replacement, or an exchange. All non-customized orders can be returned for full refund within 30 days of receipt, after 30 days a one time only exchange is accepted.
To return or exchange an item, please follow these instructions:
You will need to obtain a Return Ticket ID before sending your returned item back to Martin Memorials. Please contact us either by email or phone to receive the return instructions.
If contacting by email:
Order number and the request for a refund or an exchange. We will then email you Return Ticket ID and shipping instructions.
If contacting by phone:
Please have your order number ready and call us at 321-420-0400 to obtain the Return Ticked ID.
A Package without a Return Authorization number will not be accepted for refund.
If you prefer to exchange your item for another Martin Memorials product, please contact us. The item must be in its original condition and packaging and the exchange request made within 90 days of receipt of the item from Martin Memorials. After speaking with an Martin Memorials representative, you can place a new order on the website and send back the original order. You will be credited back a full refund as soon as the original item is received at Martin Memorials. Please note if a customer orders one item and exchanges it, there will be no restocking fee. If a customer orders more than one item, there will be a 15% restocking fee on all items except on the first one.
ORDERING MULTIPLE ITEMS
If a customer orders one item and returns it, there will be no restocking fee. If a customer orders more than one item, there will be a 15% restocking fee on each item returned. By way of example, if a customer orders two or more items (in one or more transactions/orders) keeps one and returns the rest, there will be a 15% restocking fee on each item returned. This policy was put in place to discourage customers from ordering multiple items for comparison purposes. The practice of comparison-shopping increases our costs and will result in higher prices. Once your return order is received at Martin Memorials, we will inspect the item(s) to ensure it is in its original condition. Once approved, we will issue your refund minus the restocking fee to the original form of payment (credit card or PayPal).
HOW LONG DOES IT TAKE TO RECEIVE A CREDIT FOR A RETURNED ITEM?
After we receive the returned item, it takes between 1 and 5 days to complete the return process. A refund or customer credit (for exchanges) will be issued within 1 to 5 business days. All refunds will be issued in the original form of payment. Please allow one monthly billing cycle for the credit to appear on your credit card statement.
The item MUST be received at Martin Memorials WITHIN THIRTY (30) DAYS from the date of receipt of the order from Martin Memorials for a refund and WITHIN NINETY (90) DAYS for all exchanges. Any items received after (thirty) 30 days from the shipment date will not be accepted for refund. Each item must be returned in the same condition and packaging as it was sent, undamaged and unused. Items that have been damaged or used cannot be returned.
Our staff will inspect and verify the condition of the item once we receive the return. The original Martin Memorials Serial Number tag must still be on the item in order for refunds to be processed. If an order shipped is defective, Martin Memorials will also reimburse you for the shipping charges that apply to send the order back to us.
If you have any questions about our exchange, adjustment, and return policies, please contact a Customer Service Representative at (321-420-0400 or email
Items that cannot be returned/refunded
Any item that has been personalized.
Urns that have been filled.
Items that have been damaged or tampered with in any way.
Expedited shipping charged are not refundable unless a shipping error occurs on our behalf.
Orders over 30 days old are non-returnable or refundable.
To protect your investment; all Martin Memorials urns come with a limited lifetime warranty against defects due to poor craftsmanship. In case of a valid warranty claim, we provide prepaid return shipping labels; you will not pay for shipping.
Not covered by warranty: Our warranty does not cover any damage caused by other objects, chemicals, or improper maintenance. Any attempt by another person to repair or repaint a Martin Memorial Urn, voids the warranty. Warranty does not cover any damages caused during shipping that were not reported within 24 hours after arrival.