USPS was not always in compliance with cremated remains acceptance procedures, according to an audit by the Office of the Inspector General of the U.S. Postal Service. 

Specifically, the report pointed out that cremated remains packages are not always properly labeled. If a cremated remains package is determined undeliverable, it is sent to the Mail Recovery Center in Atlanta for resolution. In instances in which the sender or recipient cannot be identified, the packages are stored at MRC indefinitely. As of February 27, 2023, MRC had 452 undeliverable and/or unidentified cremation remains packages, the oldest dated 2015. 

The July 5, 2023, report also said USPS has an opportunity to improve cremated remains acceptance procedures but didn’t always follow them for monitoring these packages in the network. Furthermore, USPS has an opportunity to help reduce potential missing and/or damaged cremated remains packages by enhancing packaging requirements. Lastly, the report identified best practices for improving processing and handling of cremated remains packages. 

The report recommended management develop and implement a process for recurring communication of acceptance procedures to retail clerks nationwide; develop/implement guidance requiring retail clerks to verify that cremated remains are prepared and packaged in accordance with policy; update cremated remains acceptance procedures requiring retail clerks to place cremated remains packages in individual Priority Mail Express sacks at acceptance; reiterate the procedures for monitoring cremated remains; develop a process for validating review of the Informed Visibility report daily for delayed cremated remains packages; evaluate feasibility of requiring customers to use the cremated remains kit boxes when shipping cremated remains and revise policy as appropriate; and develop a plan to ensure that cremated remains kit boxes are readily available.

USPS provides customers with instructions for preparing packages containing cremated remains. They can use packaging of their choice, but it must be durable enough to withstand shipping. Specifically, instructions state that the cremated remains be placed in a secure, sift-proof inner container and that the container be sealed in a plastic bag. USPS also recommends that customers attach a label to the inner container with complete return and delivery address, plus content information, in case there is a problem with the outer container’s integrity. To identify the package as Cremated Remains, USPS introduced the gray Cremated Remains label in September 2013. It was updated in 2019 to increase its size and change the color to vibrant orange.

The report came from a congressional inquiry by U.S. Sen. Mike Braun (R-Indiana) to review cremated remains procedures. Its objective was to assess the effectiveness of procedures for acceptance, handling and delivery of cremated remains. As part of information gathering, USPS headquarters officials were interviewed, along with local management and employees, a third-party company and outside stakeholders. Site observations were also held.

NFDA helped USPS design its cremated remains program, added Lesley Witter, NFDA senior vice president of advocacy. “We worked with them to ship a cremated remains sample box to each NFDA member, did major member outreach on the appropriate way to ship remains, had USPS present on this topic at our convention and worked with the OIG on the audit. [NFDA is] a strategic partner and is consulted and provides expertise to USPS for any issues related to shipping cremated remains, etc.” NFDA continues working with USPS to assist them in finding a solution to this problem.

Find resources to help you safely and securely ship cremated remains, including instruction and information on how to order free labels and shipping boxes, on the NFDA website. 

This article originally appeared in the July 20, 2023, issue of the Memorial Business Journal.