Once approved as a new stockist to Yurn (Tier 1), there is no minimum order requirement. Yurn works on a tiered model, using volume-based discount.
*Shipping may apply.
ORDERING
How long does it take to process my order?
Orders are processed within 48 hours. If any item is out of stock, you will be notified within 48 hours.
I have an urgent order - what can I do?
Please notify us as soon as feasible and we can prioritise your order at our warehouse.
Can I add to my order?
If your order is in the processing stage, you can add to an existing order. If your order has been dispatched from our warehouse, a new order will need to be placed.
Do you dropship?
No, we do not currently offer dropshipping.
Can I collect my order from your warehouse?
At this time, we are an online only. Your order will be processed and shipped with care.
Can I organise my own freight?
Yes, you are welcome to arrange your own freight company. Please contact our Client Service Team to discuss options.
Which payment methods do you accept?
All orders are payable in Australian Dollars $AUD. We accept Bank Transfer, MasterCard®, Visa®, American Express®. We also accept PayPal® and Apple Pay®. Your order will only be dispatched once we have verified your payment method and received authorisation to process your payment.
PRODUCT
Do you offer exclusivity?
We service a number of channels to best suit client needs. Currently, we do not offer exclusivity to stockists.
Do out of stock items become available again?
Yurn update their stock seasonally, however some products may become available again in the near future. To check latest stock availability, talk to our Client Care Team.
Where can I find the product barcode?
Yurn products do not carry a barcode. We aim to minimise unnecessary contact with the product to protect the Urn surface as well as reduce packaging to meet our environmental goals.
Where are your products sourced from?
We source products and materials globally from a range of suppliers. Some products or product elements are handmade in our Brisbane warehouse.
Can I use Yurn photographs?
Prior permission is required before using any marketing material belonging to Yurn, including digital assets. Please contact our Client Care Team to discuss.
Can I tag you on Social Media?
Yes, with prior consent obtained from Yurn. Once you have consent, you are welcome to tag us on Facebook, Instagram, TikTok, YouTube and Pinterest. We encourage the use of hashtags such as #Yurn #YurnCremationUrns #YurnLegacy.
Do you offer discounts?
We follow a tiered pricing model for all our stockists. We do not offer individual discounts.
LOGISTICS
How do I track an order?
Once an order is dispatched, Yurn will send out consignment details which will include tracking from the freight couriers. If you are unsure, please contact our Client Service Team.
How long does shipping take?
Shipping timeframes are based on factors such as distance, geographical location, and periods of high demand. Typically, deliveries to urban centers require 2-4 business days for transit. If you have an urgent order or need delivery by a specific date, notify our Client Care Team to discuss dispatch of your order.
Do you split shipping?
During our processing stage, your order is picked and packed together. If there are delays, you will be notified within 48 hours. Occasionally, a shipping company will deliver parcels separately. This is at their discretion. Use your consignment details to track orders and when you see a "partial delivery" message, it means more of your order to still to come.
How do you calculate freight?
Shipping is calculated on the size of your order and the location which it is being delivered to.
Do you ship outside of Australia?
No, we currently ship within Australia. Check back soon for updates.
ACCOUNT
How do I register?
Once approved, a Yurn representative will provide instructions on how to register online with a Stockist account. When you log into your account, you will gain access to Stockist pricing and information.
I don't have an account, can I buy direct from you?
Yes. If you are not registered as a Stockist, you can still create an individual account to track orders, shipping & billing, and other account details. See https://yurn.com.au/my-account/.
Can I go on a credit account if I'm a regular buyer?
Yes. As a regular Stockist who has met the Tier 2 requirements, a trade account can be established.
I'm having trouble paying my account, what do I do?
Contact Yurn's Client Care Team as early as possible to discuss options. We appreciate the opportunity to work with you to navigate different circumstances.
RETURNS
My item(s) arrived damaged or got lost, what do I do?
Contact our Client Service Team as soon as possible. We can investigate what has happened. We will need your order number, SKU codes and photos of the damages. We work closely with our warehouse to ensure safe picking and packing.
Do you offer credit or a refund?
We know not every delivery may be as expected, so if your item(s) is damaged or lost in transit, we do our best to solve it. If a replacement is available, it will provided to you asap. If a replacement is out of stock, we will contact you to discuss options for credit or refund.
I just noticed that an order (received over 60 days ago), is damaged. What do I do?
If the order is over 60 days, it can be difficult to know whether the damages occurred during transport. Please contact our Client Service Team as soon as you notice any damages.
What can I do with negative feedback from our client?
Feedback is welcomed and encouraged. Whether it is a compliment or a suggestion for improvement, we take on feedback as a means of evolving our product and service offering. All feedback will remain anonymous. Either you or your client can submit feedback at any time. Submit feedback via this form.