Customer Service

Ordering & Cemetery Compliance

Some cemeteries and funeral homes sell markers directly and may discourage families from buying elsewhere. You may purchase your headstone or grave marker from an outside vendor.

Please confirm the following with your cemetery in writing:

• Color or material restrictions, including granite colors and bronze finishes.
• Minimum and maximum dimensions.
• Permitted marker types, such as flat, bevel, slant, upright, companion, infant, or bronze markers.
• Delivery and installation procedures, including cemetery installation fees.
• Whether accessories such as vases, flags, or memorial lights are permitted.

Where available, our team can assist with cemetery verification and approvals. Final acceptance remains subject to the cemetery's rules and approval.

Engraving & Production

Depending on the product, material, and design, lettering and artwork may be produced using sandblasting, laser etching, carving, casting, or other appropriate production technologies. Photo-realistic laser etching is available for portraits and scenes on eligible products.

Production timelines vary by product and order complexity. Production, shipping, and cemetery installation are separate stages and are not guaranteed to align. Please do not commit to an installation date until delivery and installation have been confirmed directly with the cemetery.

Financing

Financing options vary by product line. Eligible orders may qualify for our installment program and/or third-party financing, such as Klarna or Affirm. First responder and veteran pricing may also be available. Please ask your sales agent about current eligibility, terms, and documentation requirements.

Shipping, Rush Orders & Insurance

Shipping options and costs vary by product and delivery location. Some products may qualify for complimentary shipping within a designated service area; please confirm eligibility with your sales agent before purchase.

Headstones and monuments are crated for transit and shipped via common carrier. The carrier will contact you or your delivery contact ahead of arrival. If the order is being delivered to a workplace or alternate address, please ensure the recipient knows that a grave marker will be arriving.

If you need your stone by a specific date, contact us before ordering so we can confirm feasibility. Rush orders move to the front of the production queue and carry an additional charge.

Shipping insurance is included at no extra cost. If transit damage occurs, contact us within 24 hours of delivery with photos of the damage. We will handle the claim and arrange a replacement.

Installation

Your order includes an engraved granite or bronze marker. Installation, typically setting the stone in a concrete base, is a separate step. Most cemeteries can recommend an installer, and some allow self-installation; please check with your cemetery first.

Each order includes an installation instruction sheet with base dimensions. Please share it with the person installing your marker. We can also arrange installation through a partner installation company and provide a quote.

Cancellations

Custom and personalized orders, including personalized grave memorials, ceramic pictures, urns, memorial rocks, cremation jewelry, and similar items, may be cancelled within three business days of payment. Cancellations within this window incur a 10% administrative and service fee.

Once design or production has begun, an order is non-refundable, except in cases of a confirmed product defect or a company error.

Returns & Exchanges

Stock and non-customized products

• Returns are accepted within 10 days of delivery. The postmark date determines eligibility.
• Items must be new, unused, and in resalable condition.
• A 10% restocking fee applies to all returns.
• Customers are responsible for return shipping costs. Add-on costs may be charged when a non-personalized product is returned.
• We cannot accept returns on cremation products that have been filled with ashes or used.

To start a return, reply to your order confirmation email. You will receive a response within 24 hours during business hours.

Custom and personalized products

Once work has started, custom and personalized items are not returnable. If a product arrives defective or incorrect, we will replace it at no additional cost. Photos may be requested for internal review. Please report defective or incorrect items within 24 hours of delivery.

Damaged Items

Before signing for delivery, inspect the packaging for visible signs of damage. If damage is visible, note it with the carrier at the time of delivery when possible.

If you discover damage after delivery, notify us within 24 hours with photos of both the packaging and product. We will file a claim with the shipping company and arrange a replacement.

Cemetery Installation Fees & Regulations

Listed prices do not include cemetery-charged installation or endowment and perpetual-care fees. These fees are paid directly to the cemetery. Confirm the costs and timing directly with your cemetery, as some require full payment before accepting delivery.