Our Commitment to Your Satisfaction

Due to the custom, handcrafted, and highly personal nature of our products, all sales are considered final. Our commitment to you is to create a casket that is a perfect reflection of your wishes, and our detailed design and approval process is in place to ensure your complete satisfaction before a single cut of wood is made.

The Handcrafted Guarantee

As each of our caskets is meticulously handcrafted from natural wood, its unique beauty is found in its variations. The distinctive grain, color, and finish are not defects; they are the soul of your one-of-a-kind piece of art. We stand behind our craftsmanship and the materials we choose for your specific design.

Digital Representation Disclaimer

 Please note that due to variations in monitor settings, screen resolution, and lighting, the colors of stains, fabrics, and finishes viewed on your screen may differ slightly from the actual product. While our Digital Inspection Process is high-resolution, it cannot perfectly replicate the human eye’s perception of natural wood texture and depth.

Sizing and Dimensions

Our standard caskets are engineered to fit strictly within industry-standard burial vaults and hearse dimensions.

 If your order requires custom dimensions or is an oversized request:

It is the client’s responsibility to ensure that the exterior dimensions of the custom casket will fit into the funeral home’s hearse, the church or venue aisles, and the specific burial vault or mausoleum niche. Randolph’s Custom Caskets is not responsible for fitment issues resulting from incorrect specifications provided by the client regarding non-standard sizes.

Working With Your Funeral Home (FTC Rights)

We are committed to making the delivery process seamless for your family. Under the Federal Trade Commission (FTC) Funeral Rule, funeral homes are legally required to accept a casket provided by a third party. They cannot charge you a handling fee or refuse to use the casket we build for you. We recommend informing your funeral director of your purchase as soon as possible, but rest assured, your rights are protected. We are happy to coordinate delivery timing directly with the funeral home on your behalf.

The Design and Payment Process

 All custom orders require a 75% non-refundable deposit to begin the design and sourcing process. The final 25% payment is due and must be processed after you have given your final approval on the finished casket through our digital inspection process, but before the casket is crated and shipped.

Modifications to Design

 We understand that details may change as you visualize the final tribute.

Before Material Sourcing: Minor changes to the design can be made without penalty before materials are ordered.

After Production Begins: Once the deposit is received and physical production has commenced, any changes requested to the design, materials, or dimensions may be subject to additional costs and a delay in the production timeline.

Order Cancellation Policy

Should an order be canceled after a deposit has been paid, the deposit is non-refundable. The deposit covers the cost of materials already purchased and the skilled labor for the design and preparation of your unique casket. An order is not considered officially canceled until we have received written notification from the client.

Shipping Damage and Claims

The only exception to our final sale policy is confirmed damage that occurs during shipping. For your protection and ours, a claim for shipping damage must be reported within 48 hours of delivery.

Immediate Assistance

If your shipment arrives damaged, please contact us immediately at (828) 208-1118.

To support a claim, you must provide:

1. Clear photographs of the damaged casket.
2.  Photographs of the shipping crate and all packaging materials.
3. The damage must be noted on the shipping carrier’s paperwork at the time of delivery.

 In the event of a successful damage claim, Randolph’s Custom Caskets will determine the best course of action to make things right. This may include a repair, replacement with a new casket of equal design and value, or a full refund.

Force Majeure Clause

Randolph’s Custom Caskets is not responsible for any delay or failure to perform due to events beyond our control, including, but not limited to, natural disasters, acts of God, or other unforeseen circumstances that would make it impossible to complete an order. In such an event, the client will be offered the following options for any payments made:

 ● A full refund.

 ● A full credit to be applied to a future order.

 ● A combination of a partial refund and partial credit.

Frequently Asked Questions

Can I return the casket if I don’t like it?

Because every piece is custom-made to your specifications, all sales are final once approved and shipped. However, our Digital Inspection Process requires your approval at several stages to ensure you love the design before it leaves our shop.

What if it arrives damaged?

You are fully protected. If there is shipping damage noted on the carrier’s paperwork and reported within 48 hours, we will repair, replace, or refund the order to ensure you have a beautiful vessel for the service.

 Will my funeral home accept this?

Yes. By federal law, funeral homes must accept third-party caskets without charging you extra handling fees. We can speak directly to the funeral director to coordinate the drop-off.

A Final Word

This policy is designed to protect your interests and ours by ensuring clarity and transparency in every step of our process. It is a testament to our confidence in our craftsmanship and our commitment to a seamless experience for you. Thank you for choosing Randolph’s Custom Caskets, where legacy takes shape.