I ordered two urns, one was perfect - just like the photo online, but the other one had such pale ink on the engraving it was not really legible. Customer service was exceptional - helping in everyway - offering to replace or redo the container box or provide a refund. They could not have been more accommodating. I opted to get a refund which went through promptly, and they also said they will make sure to let their engravers know about this issue. I would not hesitate to order from In the Light Urns in the future. They are professional and care about the customer and their products.