General FAQ's & Shipping Information
Ready to get started with your order, but still have a few questions? No problem, we are here to help! Please take a look below to review general FAQ’s along with information on our shipping and return policy.
What can I expect after placing an order?
You will receive an email confirmation of your order once placed. Orders are typically charged out within 24 hours. You will receive an automated email from us when your order ships, along with a tracking number. Your stones may arrive via UPS, FedEx or USPS.
What type of payments do you accept?
We accept all major forms of payment including Visa, MasterCard, American Express, Discover and PayPal. Your credit card will indicate a charge from Engraved Stones Direct® LLC. 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.
How long will it take to produce my order?
Our production times are listed within each product page. Custom engraved orders generally take 10-12 business days, while custom printed orders typically take 3-5 business days. Orders over 500 pieces may require longer lead times depending upon our current production schedule. If you are in a hurry and need something sooner, we offer several products that ship within 1 business day. Please contact us if you have concerns with your “need by” date to discuss options.
Will I see a proof of my order before you begin production?
For all custom orders requiring more than just a simple name, word(s) or date, 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 you engrave artwork other than words?
We can engrave almost any art or logos that you have. For the engraving process, we need the art to be in Vector Art format (Black on White 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 for $25.00. You can attach your image when you place your order, we will contact if we need to covert the image(s). If using logos, you must own or have permission to use the copyrighted image(s).
Can I engrave something different on each stone and have it count towards the minimum order quantity?
Yes! The minimum order quantity that you see listed within each stone, is for that particular product. You can request the same word(s) on each stone or you can mix and match. For example, if you are ordering river stones that have a minimum order of 100 stones, you can get 25 stones with 4 different words to meet the minimum quantity of 100, or order 100 of the same word. 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 my image(s) be used by anyone else?
No, we will not use your customer provided or corporate branded artwork with any other customers. Engraved Stones Direct® 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.
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.
Can I cancel my order?
Generally speaking, custom orders cannot be cancelled once they have been placed. 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. If your stones are done and ready to be shipped, custom orders cannot be cancelled.
My organization is tax-exempt, how do I get this information to you?
Taxes are only charged for orders in Minnesota. If your organization is tax exempt, please reach-out to us prior to placing your order. We will make sure to setup your tax exempt organization in our system.
How much do you charge for shipping?
The price of shipping will vary depending upon the size and quantity of stones that you are ordering, along with the location we are shipping to. Your shipping costs can be viewed in your shopping cart with your items, by entering your ship to zip code, your state, and choosing your shipping method.
How soon will I receive my order after it ships?
Your order will generally ship via UPS Ground or USPS Priority Mail shipping. Once production is done (if applicable), standard shipping time is 1-5 business days depending where in the US we are shipping to. You will have the option at checkout to upgrade your shipping if necessary. If you have a specific date that you need your stones by, please contact us before placing your order and we help you determine if you may need to upgrade shipping. We will ship on a timely basis, but cannot guarantee timely delivery by shipper due to unforeseen delays.
Do you ship to a PO Box?
UPS and FedEx do not deliver to PO boxes, and shipping must include a physical address. Select packages may be delivered to a PO Box via USPS.
What if no one is home when my order arrives?
We will ship your stones by using UPS, FedEx or USPS. We strongly recommend shipping to an address where someone can confirm the delivery of you package to prevent stolen packages. If no one is home, items may be left at the door. Orders over $1,000 in value will require a signature for delivery.
What if I want to make sure someone is home to sign for the order?
If you want the order to be signed for, ship to an address at work or home where someone is available; or ask for "signature delivery" at checkout in the notes. A $3.00 service charge will be added to your order for this service.
I am not in the United States, can I still order from you?
You can place an order from any location, however we can only ship to addresses within the United States.
Do you share my information?
I still have some questions, how can I contact you?
For questions, please use the "Contact Us" tab at the top of this page, or contact us anytime by phone at 1-844-441-2800. You may also reach us directly by email at firstname.lastname@example.org. Our customer service phone hours our Monday through Friday, 9:00 am to 5:00 pm CST. You can reach us 7 days a week (excluding Holidays) by email, using the “Contact Us” tab found at the top of the site. We will respond to all inquiries within 24 hours.
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.
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. Your refund will be issued once we have received the stones. Custom orders are non-refundable.
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 2 business days with return instructions.