Pathway Glass Memorial Candle

Returns Policy

PERSONALIZED MEMORIAL PRODUCTS are not refundable due to the nature of the custom created product. Products incorrectly ordered, not reading the full description on our product details page, received AFTER your date needed by, a result of not giving us enough time for production, no due date was specified, or an incorrect ship time was selected is not eligible for a refund. You may return most new, unopened NON-PERSONALIZED items within 10 days of delivery for a full refund, less the shipping. Please phone our customer support line for assistance AND clarification if you are unsure or have questions before ordering.

You should expect to receive your refund within 3-4 weeks of giving your package to the return shipper, however, in many cases you will receive a refund more quickly. This time period includes the transit time for us to receive your return from the shipper (5 to 10 business days), the time it takes us to process your return once we receive it (3 to 5 business days), and the time it takes your bank to process our refund request (5 to 10 business days).

If you need to return a non-personalized item, simply login to your account, view the order using the "Complete Orders" link under the My Account menu and click the Return Item(s) button. We'll notify you via e-mail of your refund once we've received and processed the returned item.

TEMPLATE DOWNLOADS are non-refundable due to the nature of the digital product. If you experience any download problems, please contact us via phone or email asap so we can manually send you the template in an email instead of a download link. This request can be made 7 days a week via email. You will receive your template within 1-2 hours or sooner, depending on the off hour time.

Shipping

We can ship to virtually any address in the world. Note that there are restrictions on some products, and some products cannot be shipped to international destinations. FEDEX shipping business days are Monday-Friday only. If you want a Saturday delivery, please call to upgrade your shipping day. Saturday delivery is not given in online checkout.

When you place an order, we will estimate shipping and delivery dates for you based on the availability of your items and the shipping options you choose. Depending on the shipping provider you choose, shipping date estimates may appear on the shipping quotes page.

Please also note that the shipping rates for many items we sell are weight-based. The weight of any such item can be found on its detail page. To reflect the policies of the shipping companies we use, all weights will be rounded up to the next full pound. Make sure you select the correct ship time at checkout so you receive your products in time. We are not responsible for refunding any orders that selected the wrong shipping time, please make sure you select the correct ship time and indicate DATE NEEDED BY. Orders not noted with a date needed by cannot be delivered on a date not indicated.