Product Question
What factors determine which carrier an order is shipped through?
What factors determine which carrier an order is shipped through?
The main factors that influence which carrier we select for your order are shipping rates and delivery times. We aim to provide you with the most cost-effective and timely shipping option. Therefore, we will use the carrier with the best rate or fastest shipping. Our primary carriers are FedEx and UPS. By default, orders are usually shipped using UPS Ground services unless another shipping method is requested.
How do we know when an item has been discontinued?
How do we know when an item has been discontinued?
We will update our inventory and notify our distributors about any discontinued items through email communication. Additionally, our online catalog and ordering system will reflect the most current product availability. If you have any specific concerns or need confirmation about a product, please feel free to contact our customer service team via email.
What happens when I need an item by a specific date (or need to change my shipping terms to get an urn delivered earlier)?
What happens when I need an item by a specific date (or need to change my shipping terms to get an urn delivered earlier)?
If you need an item by a specific date, indicate this on your purchase order as the “Need-By Date”. For orders already placed, email us at Orders@RSMemorialproducts.com as soon as possible to arrange appropriate shipping terms. Please note that if an order has been approved and engraved, changing shipping terms may not be possible if UPS has already processed the order.
I already have an urn that was purchased previously from you but want to add additional engraving to it (such as date of death). Can I ship it back to you to have the additions engraved?
I already have an urn that was purchased previously from you but want to add additional engraving to it (such as date of death). Can I ship it back to you to have the additions engraved?
We recommend against shipping the urn back to us for additional engraving as there is a risk of the urn being damaged during transit. Instead, we suggest locating a local engraver who can complete the engraving for you. This option is usually safer for the urn.
Can we have an order shipped to an address other than the address that is being billed?
Can we have an order shipped to an address other than the address that is being billed?
Yes, you can. On the order form, there are fields for “Ship To” and “Bill To”. Please indicate the correct address for each.
How will I know that my order has been received? How will I know when it ships?
How will I know that my order has been received? How will I know when it ships?
You will receive an email confirmation with a proof of your item(s) once your order has been received and processed. Additionally, rushed approved orders are shipped the same business day via UPS by 5:00 PM EST unless otherwise specified. Approvals need to be received by 2:00 PM EST to receive same-day shipping. For all approvals received later than this, they will be shipped the next business day. You can contact our customer service team for updates on tracking.
What should I do in the event my shipment arrives damaged?
What should I do in the event my shipment arrives damaged?
If your shipment arrives damaged, please contact our customer service team via email immediately with photos of the damaged item and packaging. Please make sure the subject line of the email includes the original purchase order number. We will work with you to resolve the issue promptly, including arranging for a replacement.
How can I set up an account with R&S Design Gallery?
How can I set up an account with R&S Design Gallery?
To set up an account with R&S Design Gallery, please visit our website and fill out the account application form or contact our team for assistance.
Do you offer volume discounts for large orders?
Do you offer volume discounts for large orders?
Please contact us for volume discounts and large orders.
What materials are your urns made from?
What materials are your urns made from?
Our urns are crafted from high-quality, natural marble. Our urns are made from a single, solid piece of natural marble, guaranteeing durability and an exceptional finish.
Do you offer any urns that are suitable for burial? What about display?
Do you offer any urns that are suitable for burial? What about display?
Yes, we offer urns suitable for both burial and display. Our product catalog provides details on the specific features and suitability of each urn type.
What is the typical lead time for orders? How much time is added for items that are engraved?
What is the typical lead time for orders? How much time is added for items that are engraved?
After placing an order, you should expect to see a proof for engraved items within 2 hours. Usually, the lead time for proofs is much less than this. We are able to ship an order usually within 2 days and it gets delivered within 5-7 business days.
Do you offer expedited shipping options?
Do you offer expedited shipping options?
Yes, we offer expedited shipping options. Please indicate your shipping preference when placing your order with the appropriate shipping terms. You can also indicate a “Need-By Date” on your order for further visibility.
How are shipping costs calculated?
How are shipping costs calculated?
Shipping costs are calculated based on the weight and dimensions of the package, as well as the shipping destination and necessary shipping method.
How are your products packaged?
How are your products packaged?
Our products are carefully packaged with custom form-fitting Styrofoam to ensure they arrive in perfect condition. We use protective materials and sturdy boxes to safeguard the items during transit.
How can I contact customer service for support?
How can I contact customer service for support?
You can contact our customer service team via email at Orders@RSMemorialProducts.com or by phone at 317-800.6212. Our team is available Monday through Friday, 8:30 AM – 5:30 PM EST.
What are your hours of operation?
What are your hours of operation?
Our office is open from 8:00 AM – 5:30 PM EST, Monday through Friday.
Returns and Refunds
How do I return a product?
How do I return a product?
Items must be returned within 30 days after receiving your order. Items must be returned in the same condition in which they were received, be unworn/unused, have any tags still attached, and include all the original packaging.
How long will it take to receive my refund?
How long will it take to receive my refund?
Refunds are processed within 7 days from when we receive the item(s).
