Frequently Asked Questions
You may be thinking - Where do I begin?Things may seem overwhelming after the death of a loved one and there are many questions that may be circling around in your mind. We’ve gathered some of the most frequently asked questions and provided them here for a little comfort in knowing that you’re not alone. Our knowledgeable team is here to assist you during this difficult time. Rest assured, you are in the right place and we are available to answer your questions as they arise. Here are some common questions that come to mind after the death of a loved one.
Consider the final resting placeFirst consider where you plan to place the urn after the funeral and cremation process is complete. Will you keep the urn at home or in a niche? Will you scatter the remains in a special place or bury the urn on your farm or in a traditional cemetery?
Whether placing the urn in a prominently displayed area or be it discrete, it can be a comforting way to find peace and solace in keeping your loved one close to you. Many urns can be chosen to match your décor, or simply blend in with other items in your home where you’re the only one who may know what the piece truly represents. The beauty of this approach is that as your life changes, the urn can move with you.
Making the decision to have your loved one’s remains buried at a cemetery or within a mausoleum opens the opportunity for family and friends to have a place to visit and pay tribute to the decedent in the future. It also opens the opportunity for a graveside committal service and a final farewell. Many cemeteries require the cremation urn to be placed inside a burial vault to prevent the earth from collapsing around it, or from accidental damage caused by the equipment used to maintain the cemetery grounds. We provide inside dimensions for each of our vaults to assist you in that selection process. Just be sure the exterior dimensions of the urn you choose, fall within the interior dimensions of the urn vault you select. If you’d like assistance with the pairing of a vault to the urn you’re considering, please call us and we’d be happy to make a recommendation. Please contact your cemetery for their specific requirements as it relates to vaults.
Niches are available at several different locations such as mausoleums, columbariums, cemeteries or places of worship. Each niche is a three-dimensional space and often there are many vertical columns and horizontal rows of niches in the same structure. Niches are designed in many different dimensions so knowing the height, width and depth of your niche will help you choose an urn that fits the available space. For your benefit, the dimensions of each of our products has been provided in their description.
Scattering a portion of the cremated remains in a special place is another way to honor the memory of your loved one. Please bear in mind that scattering is an irreversible act and that the cremated remains will be permanently irretrievable. Your funeral director can advise you of state and federal regulations for scattering in various places such as at sea or in special gardens found in some cemeteries. After the scattering, the urn can be kept as a way to memorialize your loved one. If you choose to scatter the remains of your loved one, you’ll need to follow all state and federal regulations.
Biodegradable urns designed for water burial are engineered to float briefly, then sink and breakdown quickly. Other eco-friendly urns are designed to be buried in the earth and then their organic and natural materials will biodegrade over time. If you choose a water burial, you’ll need to follow all state and federal regulations.
Product Questions & Engraving Information
What size cremation urn will I need?
Start by determining the weight of your loved one prior to cremation. A good rule of thumb is to estimate each pound of weight will require 1 cubic inch capacity in your urn. Example: an adult male weighed 185 pounds before cremation; this would require an urn that is at least 185 cubic inches in capacity. The average adult cremation urn is not less than 200 cubic inches. (*to error on the side of having more capacity is never a bad idea due to varying methods in the cremation process.) The size of the urn chosen is a matter of personal preference. If you choose an urn that is larger than the amount of cremated remains because you like how it looks, that is perfectly fine. If you choose one that is smaller, you can put the balance of the remains into a keepsake urn and or piece of cremation jewelry to always have them near you. Our cremation professionals are happy to assist you in making an appropriate size determination. There are many meaningful ways to personalize and customize your urn as a tribute to your loved one. Refer to the personalization section of this website for examples of what can be done or call with your own custom ideas.
Making it personal by adding customization that pays tribute to your loved one.
Those small, but significant details that remind you of your loved one can bring so much comfort throughout your grief journey. Many urns and jewelry pieces can be personalized with engraving of a name and even artwork. Customization can be done in a couple of ways. Engraving directly on the surface of the urn OR pairing it with an urn pendant or metal plate. When engraving directly on the urn’s surface, the urn is placed in an engraving machine, and the customization that you choose and proof prior to shipping are scribed directly into the material of the urn. With an urn pendant, the engraving is scribed on a pendant that is typically draped around the neck of the urn from a chain or ribbon. Brass plates are ideal for square or rectangular urns and are attached to the urn with a durable double-sided tape after being engraved.
Our recommendations for filling your cremation urn or jewelry.
It’s routine for your funeral provider to perform this transfer of cremated remains into the urn for you. All you need is to do is inform them that you’ll bring an urn in that you purchased on your own. A funeral provider cannot refuse to handle a casket or urn you bought online. However, in choosing to perform this process yourself, it may be a very emotional and comforting experience that will allow for you to feel a close physical connection in caring for your loved one - one final time. Not necessary, but it helps to have a family member or close friend to assist with the transfer of cremated remains into the urn if for nothing else than to be there for support. If you’re making the transfer yourself, you will be given the cremated remains of your loved one in a temporary container; a box of made from metal, cardboard or resin. This container usually holds a plastic bag securing the cremated remains which allows for easy transfer into your urn. Simply remove the plastic bag from the temporary container and place the entire bag (still sealed) into your urn. Then return the closure to its original position. This way, you’ll have the assurance that your loved one’s remains are protected from any spilling if there are any seams in the urn by which remains could escape. We supply funnels for jewelry as the openings are quite small and almost always need the funnel to fill.
We ship most packages using a combination UPS, FedEx and USPS.
How fast will my order ship?
We stock most of the products you see on our website. Unless otherwise noted on a limited number of products, this means your order can ship same day if received by 2:00PM CST Monday through Friday. If one or more of your products requires customization such as engraving, this too can ship same day as long as we receive your signed authorization on the page proof by 2:00PM CST. On occasion, we will employ a direct ship method from a manufacturer to ensure customer satisfaction and timely delivery of your purchase.
How will my order be shipped?
We ship most packages using a combination UPS, FedEx and USPS. You have a choice of Standard Ground, Second Business Day, and Next Business Day. We also ship to Alaska, Hawaii and international destinations with rates specific to those locations via USPS. Actual carrier and methods depend on location and your personal delivery requests. All packages are insured and include tracking. Shipping time is approximate and not guaranteed, however you can reliably expect Ground Shipments to arrive to the 48 contiguous US states within 1-5 business days.
Returns & Exchanges
Thank you for shopping at Infinity by Kelco. We offer refunds or exchanges within 30 days of delivery if you are unsatisfied with your purchase for any reason. NO Returns will be accepted without the consent from one of our team members. Before returning any merchandise, please contact us at 800-328-7720 to make arrangements for all returns. Please note, that any merchandise that has been, customized, engraved or filled with cremated remains is NOT RETURNABLE. NO EXCEPTIONS!
Eligibility for Refunds or Exchanges
• Item must be unused and in the same condition that it was received. • Item must be in the original packaging. • Must be requested within 30 days of delivery. • You are responsible for return shipping costs if product was shipped and delivered as ordered.
• Must notify us within 7 (seven) days of delivery or no refund/exchange can be made. • If it’s been confirmed defective or has been damaged in shipping, our team member will issue a call tag and have the package picked up from your location; DO NOT dispose of the original packaging as it is required for return shipments OR may need to be inspected by the shipping carrier. • Once the return has been received and inspected, we can exchange for the same product or issue a refund by way of your original payment method.
Accepted Forms of Payment
We accept all major credit cards, including Visa, Mastercard, American Express and Discover.
If I have additional questions, how can I contact you?
Our goal is 100% satisfaction. We’re here to answer any questions that may still remain and would be honored to hear from you. We can be reached by calling our toll free number (800-328-7720) or by emailing us at firstname.lastname@example.org. Our knowledgeable staff is available from 7:00AM to 5:00PM, Monday through Friday - Central Time.