Placing an Order
What can I expect after placing an order?
You will receive an email confirmation of your order once placed. If it is a quick ship item, it typically ships next business day. Custom orders will be emailed with an artwork proof. You will receive an automated email from us when your order ships, along with a tracking number. Your stones may arrive via UPS or USPS.
Will I see a proof of my order before you begin?
For all custom orders, we will send you a PDF proof to review and approve before we begin production. We ask that you review and approve these proofs in a timely manner to keep your production on schedule. You will be responsible to review all final artwork to ensure spelling and punctuation is correct. Production time begins after we have received final approvals.
Can I cancel or change my order after approving it? Generally speaking, custom orders cannot be cancelled once they have been final approved by you. If you need to cancel your custom order, please contact us as soon as possible. We can cancel your order if production has not yet begun. If production has started, you will be responsible for any charges that have already been incurred on your order.
Can I engrave something different on each stone and have it count towards the minimum order quantity?
Yes! For example, if you are ordering 100 stones, you can get 25 stones each with 4 different engravings. If you have a long list of words, sayings or quotes that will not fit in the text box when placing your order, please upload a document listing what you would like us to engrave or email us after placing your order.
Can you engrave artwork other than words?
We can engrave almost any art or logos that you have. We need the artwork to be in Vector Art format (B&W hi-resolution PDF or EPS file). If you do not have your logo or artwork in this format, we can generally convert it for you. You can attach your image when you place your order. If using logos, you must own or have permission to use the copyrighted image(s).
Can my image(s) be used by anyone else?
No, we will not use your branded artwork with other customers. We may take pictures of your stones for marketing purposes or extra stones may be used as samples for the purpose of showing our work to other customers. If you'd prefer your stones are not used for these purposes, please let us know at checkout and we will gladly note your order.
How long will it take to produce my order?
Custom engraved orders generally take 10-12 business days - we always ship sooner when we can. If you are in a hurry and need something sooner, we offer several products that can be found under our "Quick Ship Stones" section.
Will all of my stones look the same?
The engraving will be consistent from stone-to-stone, however each stone itself will be unique! The stones and rocks we work with are natural and created by nature, therefore you will find each stone may have a slightly different shape, texture, marking or mineral deposits within it.
What type of payments do you accept?
We accept all major forms of payment including Visa, MasterCard, American Express, Discover and PayPal. We do accept checks, however production will not begin on your order until payment is received. Please contact us with questions or to arrange payment by check.
Shipping
How soon will I receive my order after it ships?
Standard transit times are 1-4 business days. You will have the option at checkout to upgrade your shipping if necessary; estimated delivery dates are shown at checkout. We will ship on a timely basis, but cannot guarantee timely delivery by shipper due to unforeseen delays. We always recommend to build in time where possible.
How much do you charge for shipping?
The price of shipping will vary depending upon the quantity of stones that you are ordering, along with the location we are shipping to. Stones are heavy and larger orders often need to be shipped in multiple boxes. Shipping costs can be viewed in your shopping cart, by entering the zip code and state we will be shipping to.
Can I ship to a business or to a home? What if no one is home when my order arrives?
Orders are typically shipped UPS or USPS. We strongly recommend shipping to an address where someone is available to accept delivery to prevent stolen packages. If no one is home, items may be left at the discretion of UPS/USPS. Orders over $1,000 in value will require a signature for delivery.
Will I get a tracking number for my order?
Yes! All shipments are shipped with tracking. We will email you once your item(s) ship with a tracking number. We recommend you watch the tracking number so stones can be accepted by carrier when delivered.
Do you ship to a PO Box?
UPS does not deliver to PO boxes, and shipping must include a physical address. If selecting Basic or Priority Mail shipping, packages may be delivered to a PO Box via USPS.
I am not in the United States, can I still order from you?
You can place an order from any location, however we currently only ship to addresses within the United States.
Return Policy
All returns must be preauthorized to be accepted. To request a return authorization, please contact us by email or phone at 1-844-441-2800. We will contact you within 1 business days with return instructions.
Non-Custom Orders: If you have purchased an in-stock item and are not happy with the stones you receive, you may return them for a full refund within 60 days of purchase, minus shipping costs. You will be responsible to ship the stones back to us. We ask that you take care in packaging them so they arrive back safely to us. Your refund will be issued once we have received the stones.
Custom Orders: Custom orders are non-refundable, unless there is an errors as noted below. We ask that you contact us within 48 hours of receiving the order so we can take care of the issue for you right away.
We offer more choices than almost anyone in the business, and will work with you to create just what you are looking for. In the unlikely event that your stones arrive with an incorrect spelling or issues as a result of our error, we will replace your stones free of charge. If there is a misspelling or errors on your stones other than what you ordered, please notify us within 7 days and we will make arrangements for a return or replacement of your damaged item.