We want every Stardust Memorials customer to feel that they have made the right choice of an urn or memorial product for a loved one. We want you to feel satisfied when the product arrives -- that the item is even better than you expected. If you want to return or exchange an item, please do not hesitate to contact the Stardust Memorials team for kind and caring assistance.
Returns policy
Stardust Memorials will take back or exchange any product for any reason within 90 days of the purchase. We do not charge a restocking fee.
The only exceptions to our returns policy are:
- We cannot take back an item that has had any ashes placed in it.
- We cannot take back an item that has been personalized with direct engraving.
Stardust Memorials will provide a full product refund. Expedited shipping costs are non-refundable unless FedEx did not deliver as promised.
Who pays for return shipping?
Stardust Memorials will pay return shipping costs if the return is a result of our error and if you have obtained a returns number (see below). The customer pays for return shipping when the product was not wanted for any other reason.
How to return an item (in two steps)
Step 1: Get a Returns Number
Each return to Stardust Memorials needs a returns number assigned to it so that we can track and handle it in a timely way. This number is called an RMA number. You have two ways that you can request an RMA number.
- Send an email to Stardust Memorials at help@stardust-memorials.com. Don’t forget to tell us your name, your order number, and the product you want to return.
- Call us at (888) 872-0228.
We will issue you an RMA number, and all you need to do is include that RMA number on the outside of the box or inside on a slip of paper.
Step 2: Send the product back
Please re-package the product carefully to protect it for the trip back -- using original wrapping and packing materials if possible. While this item may not have been the right choice for your memorial needs, please respect that it may be meaningful to another family.
Please ship your returns package to:
Stardust Memorials
Returns Department
807 Airport Access Road
Traverse City, MI 49686
The package will come back to Stardust Memorials where we will inspect it and work with you to find out what you would like to do. According to your wishes, Stardust Memorials will send a replacement or issue a refund for the product. You will receive a credit within a certain number of days in accordance with your credit card issuer's policies.
If you have any questions about returns or exchanges, please call our caring customer service team at (888) 872-0228 or use our contact us page.