Shipping Policy

 

Processing time for any order is 10 business days.

Please allow 10 business days for the fabrication of your order. The manufacturing time starts once we have received all the necessary information (images and texts) to create your order.

Your order may be shipped faster than expected. To avoid additional delays, make sure to send us the information (images and texts) as soon as possible. 

Orders are processed seven days a week and shipped from Monday to Friday (excluding holidays). If you order two or more items, you may receive them in separate boxes on different days.

Please note that we cannot ship to a P.O. Box.

During the holiday season, shipping times are generally longer due to holidays and the volume of shipments from carriers.

We cannot guarantee shipping times as it is a service provided by a transport service external to Urnva. No refund will be issued for shipping delays due to natural events that are beyond our control.

We use FedEx, UPS, USPS, Purolator depending on the delivery location. We cannot guarantee which service provider will be used before an order is processed.

 

After completing your purchase:

Within minutes of confirming your order, you will receive a confirmation email and an email with instructions for sending your information.

If you do not receive an email, check your SPAM folder. If you receive our messages in your SPAM folder, add info@urnva.com to your contacts and authorized senders.

Within 24 hours of shipping your order, you will receive a confirmation email containing tracking information (tracking number).

 

Items damaged during transport:

Upon receiving your order, it is your responsibility to check for visible damage to the packaging. If damage is observed, make sure it is noted on the delivery slip and take photos. In case of transport-related damage and breakage, contact us as soon as possible.

 

Delivery address:


It is the customer’s responsibility to provide the correct delivery address. In case of an error, customer service will contact you. Shipping costs could be withheld. This also applies in the case of unclaimed or refused packages.

 

Lost package:


If your package is lost, please send us an email at support@avril.ca. We can then follow up on the case. A service ticket will be opened, and an investigation that may take up to 5 business days will be conducted.

If the package is officially declared lost, your order will be resent at no additional cost. You will be informed throughout the process.

Our team works hard to ensure that your shopping experience is impeccable until the opening of your order. However, if an incident occurs (breakage, error, or other), please send details and photos by email to info@urnva.com so that our customer service team can rectify the situation as quickly as possible.

 

Shipping fees

USA and Canada:


Our goal is to offer free delivery on all orders in Canada and the USA; however, this may not always be possible. If shipping fees need to be added to the order, they will be indicated as a “surcharge” before confirming your payment.

These additional fees are determined by the carrier and apply to shipping locations that may be difficult to reach or rarely served.

In rare cases, we reserve the right to inform you after purchasing an item of any additional shipping or processing fees required to complete the delivery of your order.
If additional shipping fees are required, you can decide to modify your order or cancel it and get a full refund.

Regions subject to a surcharge include, but are not limited to:

– US territories or protectorates (US Virgin Islands, Puerto Rico, Guam, etc.)
– Alaska and Hawaii
– Yukon, Nunavut, and Northwest Territories of Canada
– Anticosti Island