Effective Date: April 21, 2026

This Shipping Policy ("Policy") applies to all orders placed with WOOHOO! AGENCY! LLC through the [ eternity ] website at etnty.co. We ship memorial headstones, cremation urns, cremation jewelry, and related memorial products throughout the United States and to select international destinations.

1. Order Processing and Production Time

All Products are custom-made to order. The production timeline is as follows:

1. Memorial headstones: production begins only after receipt of the Customer's written electronic approval of the design proof. Estimated production time is 14–60 business days from design approval, depending on product complexity, stone type, engraving detail, and current production volume.
2. Cremation urns: estimated 3–7 business days from order confirmation
3. Cremation jewelry: estimated 3–7 business days from order confirmation

Business days are Monday through Friday, excluding US federal holidays and any holidays observed by our production facilities. Production time does not include transit time. We will send you an email notification with a tracking number when your order has shipped.

2. Domestic Shipping — United States

1. We provide free shipping on all orders delivered within the contiguous United States (48 contiguous states)
2. We ship via FedEx, UPS, or freight carriers, selected at our discretion based on the dimensions, weight, and fragility of the order and the delivery destination
3. For memorial headstones, the delivery address provided at checkout should typically be the cemetery address — see Section 7 (Cemetery Delivery) below for guidance
4. A tracking number will be provided by email upon shipment
5. Estimated transit time within the contiguous United States: 3–7 business days after shipment. This is an estimate only and is not guaranteed.
6. Delivery to Alaska and Hawaii may incur additional shipping charges and extended transit times. Any applicable surcharges will be disclosed at checkout prior to order completion.

3. International Shipping

1. International shipping is available to select countries. Available destinations and applicable shipping costs are calculated and disclosed at checkout prior to order completion.
2. The Customer is solely responsible for all customs duties, import taxes, value-added taxes (VAT), brokerage fees, and any other charges imposed by the destination country's customs authorities. These charges are not included in our prices and will be collected separately by the customs authority or carrier.
3. We are not responsible for delays caused by customs inspections, clearance procedures, or customs holds in any country.
4. International transit times vary by destination. Estimated transit time is typically 7–21 business days after shipment, but may be longer depending on destination, customs, and carrier capacity.
5. In the event of shipment confiscation, seizure, or refusal by customs authorities, we are not liable for the resulting loss of the product. We strongly recommend that Customers verify the import regulations applicable to memorial products (including stone goods and cremation items) in their destination country before placing an order.

4. Shipping Insurance

All shipments are fully insured for the full declared value of the order. Shipping insurance is included in the purchase price at no additional charge to the Customer. Insurance coverage is subject to the terms and conditions of the applicable carrier's insurance program.

To benefit from shipping insurance coverage, Customers must comply with the damage notification requirements set forth in Section 5 below. Failure to comply with those requirements may void insurance coverage and preclude us from filing a claim on your behalf.

5. Shipping Damage — Reporting Requirements

If your order arrives damaged due to transit conditions, the following steps must be taken:

1. Inspect the package at the time of delivery, if possible. If the outer packaging shows visible damage, note it specifically on the carrier's delivery receipt or electronic signature device when accepting the delivery.
2. Photograph all damage before moving, unwrapping, or attempting to use the product. Photographs must clearly show: the outer packaging (all sides), the inner packaging and cushioning materials, and the damaged item itself.
3. Contact us at hello@etnty.co with your order number and all photographic evidence within 48 hours of delivery.

CRITICAL NOTICE: Failure to notify us within 48 hours of delivery may result in permanent loss of your right to a transit damage claim. Shipping carriers impose strict, non-negotiable time limits for insurance claims. We are unable to file carrier insurance claims after this window has passed.

Upon receiving timely and complete notification, we will: file a claim with the carrier on your behalf; and arrange for a replacement product to be produced and shipped to you at no cost.

6. Lost or Missing Packages

If your package has not arrived within 7 business days of the stated estimated delivery date shown in your tracking information, please take the following steps:

1. Review the latest tracking information provided by the carrier for any updates or delivery exception notices
2. Contact the carrier directly using the tracking number provided to inquire about the status of the shipment
3. If the issue is not resolved through the carrier, contact us at hello@etnty.co with your order number and tracking number

Upon receiving your inquiry, we will investigate with the carrier and, if the package is confirmed lost, will arrange a replacement shipment at no cost to you.

We are not responsible for delays, non-delivery, or losses caused by:

1. Incorrect, incomplete, or undeliverable addresses provided by the Customer at checkout
2. Failure of the recipient to be present after multiple delivery attempts where signature is required
3. Packages marked as "delivered" by the carrier where the Customer claims non-receipt, unless there is credible supporting evidence
4. Delivery delays caused by Force Majeure Events as defined in our Terms of Service

7. Cemetery Delivery

For memorial headstones, we strongly recommend providing the cemetery's physical address as the delivery address at checkout. Direct delivery to the cemetery simplifies the logistics of installation and reduces the risk of damage from additional handling.

Important considerations:

1. Contact your cemetery in advance of placing your order to confirm: (a) whether they accept direct monument deliveries; (b) any specific receiving hours, dock requirements, or dimensional restrictions; and (c) whether advance notice or scheduling is required before delivery
2. Upon request, we will assist you in coordinating the delivery with your cemetery — contact us at hello@etnty.co before or after placing your order
3. We are not responsible for delivery delays or refusals caused by cemetery-specific receiving requirements that were not communicated to us at the time of order
4. If the cemetery does not accept the delivery, it will be returned to us. We will contact you to arrange redelivery. Additional shipping costs incurred due to an uncommunicated cemetery delivery restriction may be the responsibility of the Customer.

8. Installation Service

Professional monument installation is available as a paid add-on service for orders within the United States. Installation fees are displayed at checkout.

Where installation is selected:

1. We coordinate directly with our network of licensed and insured monument installation partners to arrange delivery and placement at the designated cemetery
2. Installation is scheduled following the completion of manufacturing and shipment to the installation partner in your region
3. Installation timelines depend on location, cemetery scheduling requirements, and installation partner availability — typical installation time is 2–6 weeks after shipment
4. We will keep you informed of the installation status and provide confirmation when installation is complete

Where installation is not selected:

1. The headstone will be delivered to the address provided at checkout
2. The Customer is responsible for arranging installation with the cemetery's designated monument installer, a local monument company, or another qualified installer
3. We provide a written Installation Guide upon request — contact us at hello@etnty.co
4. We are not liable for any damage occurring during installation arranged by the Customer or a third party not engaged by us

9. Address Accuracy

It is the Customer's sole responsibility to provide a complete, accurate, and deliverable delivery address at checkout. Please verify all address details carefully before completing your order. We are not responsible for orders shipped to an incorrect or incomplete address provided by the Customer.

If you discover an address error after placing your order, contact us immediately at hello@etnty.co. We will use commercially reasonable efforts to update the delivery address before the order is picked up by the carrier. Address changes cannot be guaranteed once the carrier has taken possession of the shipment. Additional shipping charges resulting from an address correction request may be the responsibility of the Customer.

10. Contact for Shipping Inquiries

For all shipping-related questions, tracking issues, damage claims, or delivery inquiries:

WOOHOO! AGENCY! LLC
221 Hi Vista Rd, Sausalito, CA 94965
Email: hello@etnty.co
Website: etnty.co

Please include your order number in all correspondence to ensure a prompt response.