Frequently Asked Questions

About the Product

How much does a Carbon Urn cost?

Carbon Urn is a premium, customizable urn for ashes that is available in different versions and price ranges:

Etearnal Pure which is the core model is available for $8,470.00, Etearnal Exclusive which has customizable inserts is available from $9,870.00 on, and Etearnal One which is made on request therefore the price varies based on your wishes.

What’s the difference between Etearnal Pure, Eternal Exclusive, and Etearnal One?

All Carbon Urn products are made from 100% carbon fiber monocoque body, but there is a difference in the level of customization and personalization each of the variations offers.

Etearnal Pure is the core product where you can choose between gloss or satin carbon body. Only engraving can be personalized and is available in different colors and/or font types. This variation is always in stock and ready to ship.

Etearnal Exclusive is our bestselling variation where you can decide between gloss or matt carbon body, and choose the insert and/or the cover with the name plate and/or the urn base from different pre-curated materials, such as concrete, leather, Alcantara fiber, teakwood etc. The nameplate is engravable in different colors and/or font types. This variation is custom made, therefore the production can take up to 8 weeks.

Etearnal One is a unique urn, fully customized and personalized based on your wishes, for instance including materials of your choice such as the bar tape from your most memorable bicycle race or a part of fabric from your sail, an engraved image instead of a text etc. This is a unique product, therefore price and production time are agreed individually.

Where can I find more information on a product?

Additional information on each variant of the product can be found here (https://carbonurns.com/products/) and information on the materials and production can be found here (https://carbonurns.com/materials-production/).

Can I change inserts?

Inserts are embedded and fixed in the carbon fiber body to ensure the urn is impermeable and to prevent the ashes from being scattered, therefore the insert cannot be changed.

Can I change the engraving text after placing the order?

After you place the order, you will receive a rendered image of the name plate for approval. Once confirmed, the engraving cannot be changed.

Can I replace the nameplate?

The nameplate is fixed to the urn cover and cannot be replaced on your own, but we are happy to change it for you. Please contact us for details.

Why does it take so long to get an Etearnal Exclusive urn?

Etearnal Exclusive is a customized and personalized version of Carbon Urn where different materials are used. The materials available are pre-defined, but you can choose from different combinations and engraving options so each urn is assembled individually. This can take up to 8 weeks, but we do our best to produce it as soon as possible.

What carbon fiber is used for Carbon Urns?

The carbon fiber monocoque body of Carbon Urns is made using prepreg autoclave material only, approved by OEM (= original equipment manufacturer) producers in high-end manufacturing.

The first, visual layer, is made from 245 gsm twill pre-preg, backed by three supporting layers of 380 gsm twill pre-preg.

The fibers used are produced by Toray Group.

What is the size of Carbon Urn?

Carbon Urn was designed and is made in line with the recommendations by the Cremation Association of North America (CANA).

As recommended by the Cremation Association of North America (CANA), the ideal capacity for an adult cremation urn is 200 cubic inches. This size might vary slightly due to factors like the individual's height, bone density, and other personal attributes. Generally, a 200 cubic inch urn—which is the industry standard for adult urns—is suitable for holding the remains of nearly all adults.

The dimensions of the urn are 6.3×7.3×11.8 inch / 60x185x300 mm, its weight is 2.4 pounds / 1.100 g, and the volume of the vessel 200 cubic inch / 3.2 lit.

How much does a Carbon Urn weigh?

Carbon Urn weighs 2.4 pounds / 1.1 kg. The carbon fiber body weighs 0.66 pound /  300 g only,  therefore the base of the urn is made from CNC billet aluminum to ensure the body is mounted safely and the urn cannot trip over once placed for instance on a shelf.

What is included in the package?

Carbon Urn  includes: an urn, a tool for (un)screwing the custom made screws to open/close the urn, a velvet bag for ashes and a detailing set ( Ceramic Detailer cleaning fluid and microfiber cloth).

Carbon Urn is stored in a premium velvet coated box which is designed for an easy filling of the urn.  The foam used for the inner packaging is the most advanced high grade foam that prevents the scratching of the surface and protects the urn during the transportation and while storing it.

The unique design of the packaging foam includes a jig like surface which holds the urn in position when filling it. That makes the filling of the urn with the ashes easy and prevents any potential loss of the ashes.

Carbon Urn is a premium product made from top-end materials, it is a piece of art that needs to be handled with care, therefore the transport packaging was developed in cooperation with Pulp and Paper Institute, Ljubljana, to ensure the possible protection of the product during the transportation and while being stored, as well as easy unboxing and use.

Do you have a warranty?

Carbon Urns have a warranty of 24 months as standard EU-manufactured products.

Do I need to sign a contract?

You don’t need to sign a contract, but the offer becomes binding once confirmed by you. We will start the production process once the payment is received.

Where can I buy a Carbon Urn?

You can buy a Carbon Urn at carbonurns.com only.

Do you have any physical locations?

We don’t have any physical locations, but you can use AR and virtually place the urn in your home. We are happy to assist you with additional photo materials or an online meeting, please contact us for details.

Order & Return

What is your return policy?

Items purchased can be returned in line with our Return Policy which can be found here.

What should I do if my order is lost, stolen, or damaged?

Carbon Urns are shipped using a reliable service - DHL Express. When the order is shipped, you receive a tracking number.

However, if your order is lost, stolen, or damaged, you should contact the shipping service immediately and report the issue.

How can I track my order?

When the order is shipped, you will receive a notification with the tracking number and instructions on your email.

When can I expect my order to arrive?

You can expect your order to arrive in 3-5 working days, for exact delivery time, please use the tracking number you received when the order was shipped.

Can I order the urn for someone else?

You can order Carbon Urn for someone else. Please just make sure you enter a correct shipping address and other information needed for delivery.

Payment

What payment methods do you accept?

You can pay with Stripe, PayPal or wire transfer.

Can I pay with wire transfer?

You can pay with wire transfer.

For wire transfer use our company data and the number of your order as the reference.

CDT Group d. o. o.
Hrastje 227 
4000 Kranj
Slovenija
VAT: SI-77814886

IBAN SI56 2900 0005 0765 874 
SWIFT code: BACXSI22
UNICREDIT BANKA SLOVENIJA d.d.
Bank address: Unicredit Banka d.d, Smartinska 140, 1000 Ljubljana, Slovenia

Can I change payment method after placing my order?

You can change payment method after placing your order if the payment was unsuccessful or if you want to switch from wire transfer to PayPal. Changing from PayPal to wire transfer is not possible once you’re charged.

Do you sell gift cards?

We don’t sell gift cards at the moment.

Can I pay in installments?

You can pay in installments. Please contact us for details.

Can I make a purchase using financing platforms like Klarna or Afterpay?

We do not offer purchase using Klarna or Afterpay at the moment

Do you offer Apple Pay?

We do not offer Apple Pay at the moment.

Do I have to pay in advance/when placing the order?

Yes, payment in advance is necessary to start the production process.

When will I be charged for my order?

If you pay via PayPal, you will be charged immediately after placing the order. If you choose wire transfer, it usually takes up to 5 working days to be charged.

Is my data private?

Your data is private as we follow all data privacy protocols and legislation.

Shipping & Delivery

How long does shipping take?

We use the fastest delivery service available, so your order should arrive in 3-5 working days.

Do you ship internationally/globally?

We ship globally.

Do you offer free shipping?

Free shipping is included in every purchase of the urn. For additional purchases of accessories, free shipping is available for all orders above $600 / 550€.

Express shipping for purchases below $600 / 550€ is $110 / 105€.

What happens if I’m not at home when the urn is delivered?

When placing your order, please be sure to provide your mobile phone number. Our delivery partner, DHL, will contact you regarding the payment of any applicable customs duties and taxes, often while the urn is still in transit. Promptly handling these charges helps ensure a swift and smooth delivery without unnecessary delays.

If you're not at home when DHL attempts delivery, they will reach out to you using the contact information provided. This allows you to arrange a convenient redelivery time or select an alternative delivery option. Providing your mobile number ensures that DHL can communicate with you directly, facilitating a fast and efficient delivery process.

Can you hold the urn until a later date?

We are happy to store the urn until a later date. Please contact us for more information.

Can I expedite the order?

We use the fastest delivery service available, so the order cannot be expedited, but you should receive it in 3-5 working days.

Can I change the shipping address after placing my order?

Yes, you can change the shipping address after placing your order, depending on the product and timing:

  • For Etearnal Pure: You have 24 hours from the time of your order to request a change of shipping address. Please contact us promptly to make this adjustment.
  • For Etearnal Exclusive or Etearnal One: You can change the shipping address within 15 days of placing your order. Reach out to us within this period to update your details.

After Your Order Has Shipped:

Once your urn has been shipped, we cannot modify the shipping address directly. However, you can still change the delivery address through DHL's delivery management services:

  • Within the Same Country: If the new address is in the same country as the original destination, you can update the delivery address with DHL. This process is typically quick and can prevent delivery delays.
  • How to Update with DHL: Use your tracking number to access DHL's online portal or contact their customer service. Follow their instructions to modify your delivery details.

Important Notes:

  • Prompt Communication: Providing the correct shipping address before your order is dispatched ensures a smooth delivery process.
  • Potential Delays: Changing the address after shipment may cause delivery delays. We recommend updating us or DHL as soon as possible if a change is needed.

If you need assistance or have any questions about changing your shipping address, please contact us (info@carbonurns.com), and we'll be happy to help.

There is something wrong with the order I received, what shall I do?

If you think there is something wrong with the order you received, please contact us and let us know the issue.

The tracking says delivered, but I haven’t received the order, what shall I do?

If the status is delivered, but you haven’t received the order, please contact the shipping service immediately.

Haven't found the answer to your question? Please contact us at info@carbonurns.com.