AUTHORIZATION FOR RETURN OR REPLACEMENT
To obtain MemoriuM's authorisation to return a defective item for replacement, simply fill in thisReturn Authorisation Number ( RA ) form and send it back to Customer Support by e-mail or by fax within 3 days of receipt to arrange a return and receive your return Authorization Number. Please note that a Return Authorization Number ( RA#) is needed for all returned products. All products returned to MemoriuM without such number will be rejected and sent back . The product must be returned in it's original UNUSED condition. All returned items must be packed as originally received as not to cause damage in the return shipping process. Non-defective merchandise returns will incur a 20% restocking fee, and must also be returned within 10 days of reception.
Engraved and custom urns can not be returned.
Non-defective merchandise must meet the following conditions to qualify for return acceptance.
a. Merchandise must be in its original minimum inner pack quantity, as shipped by Memorium. Broken quantity inner packs are not returnable.
b. Sample items are not returnable.
c. Merchandise, merchandise packaging, and inner pack must bear no markings or be otherwise defaced or damaged.
Returns which do not meet the conditions described in this return policy will be returned and shipping cost of return will be charged.
ITEMS DAMAGED DURING SHIPMENT
All merchandise damaged during shipment is covered by the shipper. If you receive merchandise damaged during shipping, please contact our Customer Services department within 3 days of the date of shipment of your order, and your claim will be processed immediately. NOTE: Established procedures by UPS, U.S. Parcel Post, and trucking lines, must be complied with or they may deny your claim.
Q: What procedure do I follow if I place a claim for a lost shipment and it arrives soon after?
A: Please notify MemoriouM immediately so we can close our files without continuing unnecessary expenses for DMS and the carrier.
Q: My order has been lost. I need it now. Can't you just send a duplicate?
A: UPS, Parcel Post, and trucking firms will not accept any responsibility for hardships caused by lost shipments. We regret that we cannot assist you in this manner. We suggest you place and pay for a duplicate order. When the carrier validates your claim, we will credit your account or send a refund check at your request.
WHAT IF I HAVE A CLAIM?
MemoriuM makes a supreme effort to see that your orders are shipped correctly and that they reach you safely. Every order shipped from Memorium is double-checked for accuracy. If a customer places a claim for a shortage on an order, we take special care that it will not happen again. The customer's file is flagged. Each order placed by a flagged account must be double-checked by a supervisor before it is packed and shipped. MemoriuM's quality control procedure is one of the most stringent in the industry. In addition to retaining overseas inspectors, each shipment is spot-checked on arrival. If excessive defects or a problem is found, the entire shipment is individually inspected and imperfects removed. Items are again randomly inspected on the order filling line.
MemoriuM seeks the best value which takes into account price as well as quality. We believe we offer the best quality for the lowest possible price. However, quality is subjective and viewed differently by each person. What appears to be a flaw to one person may be viewed as a natural mark of beauty to another.
Despite all of these precautions, claims do arise. MemoriuM's adjustment and return policy is truly very simple. We want to protect you and make you feel comfortable - and make certain you get what you pay for. We have established some requirements to make our policies and programs workable.
Claims will fall under the following categories: (1) Lost order, (2) Damaged merchandise, (3) Shortage on order, (4) Defective merchandise, (5) Wrong item sent, (6) Manufacturer's Guarantee defect.
It doesn't happen often, but carriers such as UPS, truck lines and Parcel Post do lose orders. If you have placed an order and have not received it in a reasonable period, do the following:
1. Please send Customer Support the information below by fax (819) 340-0030 or by e-mail firstname.lastname@example.org
a. Your name as it appears on your Invoice
b. Your DMS account number. ( if you have one )
c. Order Confirmation Number submitted by MemoriuM and date that the order was placed
d. Approximate dollar amount remitted and how the order was paid. Personal check? Charge card? Money order?
2. Memorium will check our computer to find the date your order was shipped and the carrier used.
3. MemoriuM will initiate a tracer with the carrier. Normally a response is received within 10 working days after the tracer is initiated. Most carriers require a 10-day waiting period before they will accept a tracer request. The U.S. Postal Service requires a 30-day waiting period from date of shipment before they will accept a tracer. (90 days outside continental U.S.)
4. MemoriuM will notify you when we receive the result of the tracer. Results of a tracer are generally one of the following:
a. The Carrier is unable to prove delivery. Therefore, credit has been issued to your account, or we have reshipped your merchandise as you requested.
b. The Carrier will submit a photocopy of a delivery receipt which will be forwarded to you. It will show the order was delivered in full, and the signature of the person who received the order and the date it was delivered.
c. If, after receiving the photocopy, you find the signature is not yours, a neighbour’s or a member of your family's return the photocopy to MemoriuM's Customer Service Dept. together with a denial of signature letter. We'll then file a denial of signature claim with the carrier. This will require an additional 7 to 10 working days. We'll notify you of the results.
d. The Carrier may have returned the order to MemoriuM for the following reasons:
i. UPS made three attempts at delivery to you and no one was home.
ii. Your delivery address is a Post Office Box. UPS does not deliver to a Post Office Box. They notify you, but if no response is made within seven days, the package is returned to MemoriuM.
iii. You have moved and your order was sent to your former address. The package may have been retained by someone who signed for the package at your old address, or the shipment was returned to MemoriuM.
Inspect each box for signs of damage such as crushed, torn, open, unsealed tape, etc. If you do find outward damage, sign the receipt with the words "Exception - Damage." For United Parcel Service deliveries, contact Memorium ’s Customer Support Department and give the invoice number or the shipment involved. Explain the damage involved, number of cartons received and whether you desire a replacement or credit to your account. This information will prepare us for a claim report from the carrier.
HIDDEN DAMAGED BY THE CARRIER:
If you should receive a shipment delivered by carrier that shows no visible damage, but upon inspection you discover damage due to evident rough handling, contact DMS within 3 days of invoice date and report the damage.