FAQs

Choosing an Urn

What size urn do I need?

Urn volumes are measured in cubic inches. The volume of the urn you need is determined based on the healthy body weight of the deceased. For example, if your loved one was 170lbs before passing, you will need an urn that holds up to 170 cubic inches.

However, if you choose to separate the ashes into multiple vessels, the volume requirements of the urns will decrease. In this case, the total volume in cubic inches of all urns and keepsake urns chosen should equal the number of pounds of healthy body weight. You should also keep in mind where you plan to put the urn. If you plan to put the urn in a niche, make sure the dimensions of the urn will fit into your chosen niche.

What is a keepsake urn?

A 'keepsake' urn is much smaller than a standard urn. They are specifically designed to hold just a small amount of ashes. These urns are perfect for large families, or situations where multiple loved ones of the deceased would like to take home the ashes. The cremated remains are separated into multiple vessels, and each person can take home a vessel with ashes.

What material should my urn be made of?

We offer cremation urns made from a variety of materials. When choosing an urn, you should consider the strength and durability of the material, its visual aesthetic, combined with how you plan to use the urn.

Metal urns are very durable, and some have even been known to keep ashes safe during house fires. Urns made from wood and MDF are also very resilient, and can keep ashes safe during drops and falls. Ceramic urns are some of the least durable, as they can shatter when dropped. However, some of our ceramic urns feature a rubber lining that will keep ashes contained if the urn shatters. Urns made from glass are similar to ceramic urns. They are quite fragile, and should be handled with care.

Durability is most important when choosing an urn to be placed in a home. Urns that will be interred or placed in a columbarium will be exposed to significantly fewer dangers and chances to be dropped, and therefore can be chosen primarily based on aesthetics and size. Scattering urns can be made of any material. Durability is less of a factor as the ashes will only be in the urn for a limited time, until the scattering happens.

Order Status

Has my order shipped?

Click the "My Account" link at the top right hand side of our site to check your orders status. You will also receive an email with tracking information when your order ships. Please note that your order may contain items that ship from multiple warehouses, and may ship in multiple shipments.

How do I change quantities or cancel an item in my order?

Orders are not changeable after items have shipped. Items typically ship out by the next business day. You can contact us at contact@dragonflyurns.com to ask to cancel or change your order, if the items have not yet shipped. We cannot guarantee the ability to change or cancel orders, as our shipping department moves very quickly.

How do I track my order?

Click the "My Account" link at the top right hand side of our site to access your account. Navigate to Orders, and then click on the order you are interested in to pull up its order details. If your order has shipped, its tracking information will be available from this page under Shipping Details. Your tracking information is also emailed to you.

My order never arrived.

Click the "My Account" link at the top right hand side of our site to track your order status. Be sure that all of the items in your order have shipped already. If you order displays your tracking number under Shipping Details, check with the shipper to confirm that your packages were delivered. If your packages each show a status of "delivered" but you never received them, please contact customer service for assistance.

An item is missing from my shipment.

Click the "My Account" link at the top right hand side of our site to track your order status. Be sure that all of the items in your order have shipped already. Please note that your order may have been split into multiple shipments. If you order displays your Package Tracking Numbers, check with the shipper to confirm that your packages were delivered. If your packages each show a status of "delivered", but you are still missing items, please contact customer service for assistance.

What is the return policy?

Please see our Terms & Conditions for complete details regarding our return policy.

My Account

How do I create an account?

Click on My Account at the top left of the webpage. Then click on Create Account.

How do I edit my account information?

Click the "My Account" link at the top right hand side of our site to edit your account information. If you are not logged in, you will first need to log in to edit your account information.

I forgot my password.

Click the "My Account" link at the top right hand side of our site. Under the login box you'll see a link that says "Forgot your password? Click here". That link will send an email to you with your password.

How do I return my product?

Please check our refund policy link given in the footer section

I received the wrong product.

If you feel that you have received the wrong product, please contact customer service within 72 hours of receiving the product.

Shipping

When will my order ship?

Orders ship out by the next business day or sooner. Please see each individual item page for more information on the availability of each item. Also, after placing your order, you may click the "My Account" link at the top right hand side of our site to track the status of your order. You will receive a shipment confirmation when your order has shipped.

Do you ship to my country?

Please note that we only ship to the lower 48 US States at this time.

How much is my shipping?

Shipping is automatically calculated prior to submitting your payment information. Simply add items to your cart and proceed to the Checkout page where you will be offered Shipping Method choices and their prices.

Payment and Billing

What are my payment choices?

We currently offer payment by all major credit cards. Please note that we will not ship your order until we receive payment from you.

Do I have to pay sales tax?

You may or may not have to pay sales tax, depending on your location relative to our warehouse.

I have a question on my charges.

Click the "My Account" link at the top right hand side of our site to review your orders. You may compare your order history on our website, with your financial records. If you have further questions or concerns, please contact customer service for further assistance.

I need a copy of my receipt/invoice.

Click the "My Account" link at the top right hand side of our site, then click on the order you would like to print an invoice for. On the right hand side, under Order Details, you will have the option to print invoices.

When will my credit card be charged?

Your credit card will be charged at the time of order placement.

Buyer's Guide

How do I find my product?

To find the product(s) you're looking for, you may (1) use the navigation menus on the top & bottom of our website. (2) type a keyword into the SEARCH box. If you have any trouble locating a product, feel free to contact customer service for assistance.

How do I navigate the site?

To navigate this website, simply click on a category you might be interested in. Categories are located on the top, left & bottom of our website. QUICK TIP: Place your mouse cursor over anything you think could be a clickable link. You'll notice that anytime you scroll over something that is a link, your mouse cursor will become a "hand". Whereas scrolling over anything that is NOT a link will leave your cursor as an "arrow". You may also type a keyword into the SEARCH box to quickly find a specific product. If you have any trouble locating a product, feel free to contact customer service for assistance.

How do I use a coupon?

After adding items to your cart, click the "View Cart" link at the top of this site to view your cart. At the bottom of the shopping cart you'll see a box where you may enter your coupon code.