Return Policy
Urns that have not been personalized or used in a memorial service may be returned within 10 days of purchase. Please send returns in original packaging, insured for the full purchase price, to:
Paper Turtle
412 13th St NW
Albuquerque, NM 87102
Return shipping and insurance costs are the responsibility of the customer.
Please note that customized urns are not eligible for return.
If you have any concerns about your order, we encourage you to reach out to Laura right away — we are committed to making things right.
Should you find that an urn is too small for your needs, a larger urn is available at a 40% discount.
Appropriate urn size is determined by the volume, not weight, of ashes. The funeral industry standard for determining capacity is to allow one cubic inch (ci) per one pound of living weight (i.e., a 100 lb person would need 100 ci). Our product listings include urn capacities for weight as well as cubic inches or ounces.
Please note that cremation is not a perfect science, and this standard calculation will vary if other items are cremated (coffin, toys, etc), which can result in a larger volume of ashes. If you are unsure about needed capacity, please consult your funeral professional prior to purchase.
Tracking information will be sent as soon as your order is on its way. Though uncommon, transit delays can occur due to weather, high seasonal volume, or international Customs — factors outside our control once a package leaves our hands. Every shipment is fully insured, and any urn damaged in transit will be replaced or refunded promptly.
Turn-around time for custom ceramic urns is approximately 2-4 weeks depending on complexity of the design and our production schedule at any given time. Each urn is created inidividually, dried slowly to prevent cracking, then fired a minimum of two times (three for decals). This process takes at least two weeks.
We do our best to work expeditiously while also giving each urn the care and attention it needs. Rush service is available for an additional fee, please contact Laura (laura@paper-turtle.com) for details.
Our urns are designed to float between 5-15 minutes before slowly sinking and biodegrading naturally over time. Float time varies according to weight of the ashes as well as water & weather conditions. Our large biodegradable urns are designed for a full portion of adult ashes (125-200 ci, 8-12 cups); a smaller portion of ashes will result in a longer float time. (For less than a full portion of adult ashes, we recommend including weighted material such as stones or sand in the urn so that it sinks properly. Extra bags available if needed.).
Our urns begin to break apart within several hours after sinking. Ashes begin to migrate out of the urn soon after water enters (specific timing depending on the urn style as well as water conditions). The urn will continue to disintegrate over time after sinking and becoming water logged.
Federal guidelines require that an urn be released in a large body of water at least 3 nautical miles from shore. This is to help ensure the urn will not wash ashore prior to disintegrating. Small rivers are not suitable for urn release.
Our urns will remain beautifully intact for display in your home for many years. They degrade only after being submerged in water for an extended period of time. Also suitable for land burial.
While we're happy to personalize urns with hand-painted text, custom biodegradable designs aren't something we're able to offer. Our biodegradable urns are made the traditional way — beginning with our original ceramic models that are molded and handcrafted in paper by our partners in Mexico, a process that takes three to four months to complete.