Transfer of ashes into the urn
Our funeral directors will be pleased to transfer the ashes from the temporary container from the crematorium to the permanent urn free of charge.
Only for urns and items purchased at the Kane & Fetterly boutique. Only for ashes delivered in person.
Shipping policy
We only ship within Canada. Please note that we don’t ship to P.O. boxes.
Free shipping for orders of $200 or more (before taxes) by Canada Post Expedited Parcel™ service (see below for the estimated delivery time).
If you need rush delivery, we can ship by Canada Post Xpresspost™. Shipping fees will apply and vary according to the destination.
If you’re trying to estimate when an item will be shipped, please consider that we will process your order once we receive payment confirmation. You will be notified by email.
Once we have received the payment confirmation, stock items will be mailed the day after (business days only, no holidays). Please factor in this time as well.
If the item is out of stock, the availability for shipment varies from item to item. A notice of approximate availability for shipment is indicated on the website for each item.
Canada Post Expedited Parcel
Local: within 1 to 2 business days
Quebec: 1 to 4 business days
Rest of Canada: 2 to 8 business days
Canada Post XPresspost™
Local: next day
Quebec: next day
Rest of Canada: 2 business days
You will receive a shipping confirmation and tracking number by email when your order has been shipped.
Special care is taken to protect the items. Boxes are amply sized, and your items are well-protected. If the product is damaged in transit, see our return policy below.
Pick-up at the boutique
Kane & Fetterly
5301, Decarie boulevard
Montreal, Quebec, H3W 3C4
Business hours:
Mon – Sun: 9:00 am – 5 pm
For specific requests or assistance, contact us:
boutique@kanefetterly.qc.ca
(514) 481-5301
Cancellation of an order
If you would like to cancel or change an order that you’ve just placed, please email boutique@kanefetterly.qc.ca as soon as possible. We’ll do everything we can to accommodate your request.
However, orders for items that represent a special order (hand-crafted)cannot be cancelled.
Validating or rejecting your order
After you place an order using our shopping cart, we will check the information you provide to verify the availability of your payment method or shipping address. We reserve the right to reject any order you place with us and/or to limit quantities on any order without giving any reason.
If we reject your order, we will attempt to notify you using the e-mail address or other contact information you gave us with the order, and we will refund any charge made against your card.
Returns policy
Can I return an item that I purchased?
Yes, no later than 15 calendar days after the order is received.
All urns, jewelry, and keepsake urns are sealed in a clear plastic bag to allow you to see if you have received the proper item. Particularly in the case of jewelry, please ensure that the screw or plug is included. Unfortunately, we don’t accept returns if the clear plastic bag has been opened.
Why do we do this? To avoid people using the items and then returning them to us.
Will I receive all my money back?
If the item was damaged during transportation or if it is the boutique’s error (i.e. you received an incorrect or defective item, etc.):
Yes, we will refund the total price of the item(s) and pay the return shipping fees.
If it is your error or if you change your mind:
a 20% fee will be charged and removed from the total refund amount. You will be responsible for the return shipping fees
Can I return an item?
We don’t accept returns for items that have been personalized (i.e. engraved etc.) or for items that are special orders unless the item is faulty or damaged in transit.
How do I proceed in case of return?
Prior to returning any item:
1. Notify us at boutique@kanefetterly.qc.ca or (514) 481-5301
2. Provide us with a photo of the item in its sealed clear plastic bag. In case of damage in transit, a photo of the damaged packaging is also required.
3. Wait for an authorization number (RMA) and instructions by email.
When will I be refunded?
You will be refunded once we receive the item and verify the return. We can only credit the credit card used for the original purchase.
Please allow 1-2 billing cycles for the refund credit to appear on your credit card statement.
What do I do to mail the items back?
We will send instructions by email.
Prices
Prices are in Canadian dollars only.
Secure payment
Protecting your order information is a priority. We use SSL (Secure Sockets Layer) to ensure safe, secure transactions. With SSL, information sent via the Internet is encrypted and can be trusted to arrive privately and unaltered.
CAUTION: please note that email is not encrypted and is not considered a secure means of transmitting personal and credit card information.
We do not send personal and credit card information by email and ask that you refrain from doing so as well. If you have any concerns about ordering electronically, don’t hesitate to get in touch with us
boutique@kanefetterly.qc.ca
(514) 481-9101
Payment options
We accept the following credit cards: Visa®, MasterCard®, Discover®, and American Express®.
If we are unable to process your credit card, please check to ensure you entered the correct card number and expiration date, and that the billing name and address you entered match your credit card statement exactly. Please refer to your credit card company if the problem persists.
If an out-of-stock item is going to experience longer delays than indicated on the website or we cannot complete your order, we will contact you and ask for your instructions as to whether you want the product shipped when it becomes available.
Confidentiality
We place a high priority on protecting your personal information. The information you provide will be used only to complete your order.
Colours and material disclaimer
The colours of the products we display on our website should be considered close renditions to the actual colours and cannot be 100% accurate.
Colours may vary depending on each monitor’s settings and different computer operating systems.
Wood, marble, and granite are natural products. Images and colour selections of products made of natural material shown throughout the website are a representation of the product.
Colours may vary slightly, and veining may be present and not shown or differ.
We endeavour to ensure that the product we deliver is a close rendition of the item you see on our website.
Caution for urns
Suppose it is your intention to place an urn in a niche at a cemetery or funeral home. In that case, it is your responsibility to verify the rules and regulations of the establishment and the dimensions of the final location to ensure the urn is a suitable size. Dimensions are indicated on all our urns.
For questions and concerns, don’t hesitate to get in touch with us
boutique@kanefetterly.qc.ca
(514) 481-5301
