Sometimes the lid of a cremation urn can become cross threaded when it is bumped around in shipping, even if no damage is apparent. The good news is there are a few tactics you can try to put the threads back into place and remove the lid.
First, increase your grip strength with a rubber-coated glove. Second, place the urn on the floor, push down on the lid, and then twist to open. This technique will usually take someone with good upper body strength.
If you weren't able to get the lid off, you can try using a large flat head screwdriver. If the lid is crooked, you will see a gap that you can wedge the screwdriver in and pry all around the lid like you would a paint can. Be mindful of your movements to avoid scratching the finish on the urn.
If you still are not having any luck, there is one last thing you can try. This method almost always works, but it can be a bit uncomfortable to try. Lay a thick towel down on a hard surface like a cement floor or countertop. Turn the urn upside down and firmly bump the urn, lid faced down, onto the towel. You can use quite a bit of force as the urns are very durable, and the towel will protect the finish. You will hear a loud metal screech noise when the lid has been bumped back onto place. You can then try removing the lid.
If you are uncomfortable with any of these methods, or you are still unable to get the lid off, just let us know. We will do our best to get you a replacement right away.