LIARS AND FRAUDS. here's the story, On Wed 3.15.23 I ordered a keepsake from them with Next Day Air service, never got the urn on time. UPS UPS Next Day Air offers guaranteed overnight service for time-sensitive shipments. I called and I was told by the female owner, that processing time is not one day and it's NOT guaranteed to arrive by when I needed it for 3.18.23-my father's cremation burial. I informed her their information about processing and shipping on the website was misleading. She asked me bluntly if i want to cancel the order then. I did not because I wanted to see if the urn comes on time-she said they'd try to ship it out ASAP. The urn came super late onTuesday 3.21.23. I looked up their return policy which in short said refunds were ok for non customized items and if sent out within a week and to call for more info. So I called on Monday 3.27.23, 1 day before the week policy expired for me, but within my time frame, the business owner woman answered. I explained the situation and asked for return instructions and that i'd send it out today. she said, Why? Why do you want to return it?, in a very rude tone. Then she said I'm calling after hours 3pm in California, and to call tomorrow, and hung up. Next day i called, went to VM. Called a few hours later-voice mail. I did this for 2 days, and even wrote an email! Eventually we called from a different phone number to see if she was ignoring my calls on purpose. And guess what -someone answered. A man looked up my order but said he couldn't do anything as his "supervisor" had to approve the return. Supposedly he emailed her and she would call me the next day, Wednesday. I waited with no call all day, so I CALLED again- the guy answered, he was nice but unable to do anything. He apologized, put me on hold and said he'd call her.He said she told him she'd call me tomorrow. It is now Thursday and you can guess she hasn't called. I made my last call and told this gentleman that at this point if she did not call me back today, I would take this matter somewhere else. After i filed the complaint against with the BBB they LIED saying i ordered a custom item and that it wasn't eligible for a return when i never did! And have all proof. I am out to make sure EVERYONE knows how they treat customers especially those that come to the grieving their loved one. terrible service, do not order there.