Return / Cancellation Policy
"We Turn Your Memories Into Stone"
Toll Free: 877.420.7625
Eagle Point, OR 97524
Monday through Thursday 9am - 3pm PST
Big or small ... We engrave 'em all
If you are placing an order Friday, Saturday or Sunday please note that it WILL NOT be processed until Monday!
If you need an order to be received less than 14 days from the date the order is being placed, PLEASE CALL OR EMAIL US to see if that request can be accommodated. Please know that orders have a 2-3 day shipping time (be aware of holidays) as well as they are custom and must go through the engraving process before being sent out.
If calling during one of the above days please be sure to leave a voicemail, and let us know it is concerning an urgent order, I do check it regularly and we always do our best to get to you during the weekend when needed.
If you choose to place the order without speaking regarding the delivery time (less than 14 day orders) that is fine and we will make every effort to make sure we get the order processed, completed and out to you by the need by date, however if a guarantee has not been made to you refunds will not be issued...
If you wish to cancel your order please send an email through our Contact Page. Requests must be received within 24 hours of the order being placed.
For all cancelled orders there will be a $20 fee if the stone has not been started.
If production of the stone has begun then you may be refunded 50% of the cost of the order.
We do not offer refunds once the stone is completed.
If you make a request you will receive confirmation of the refund/cancellation within 24 business hours of the request being received.
Your stone is automatically insured through shipping for up to $50. Please see our Insurance page for further details.
If your stone is received and there is an error on the text and/or image and the order form was correct we will replace the stone at no charge to you. If there is an error on the order page and you wish to have it replaced please contact us and we will work with you to do us at a discounted price. Please notify us as soon as possible of the error.
The stone is replaceable for 60 days only.
If you receive the stone and you are not happy with it, please contact us. We do our best to catch all special requests and make sure that all stones are up to the standards we would expect. However mistakes do happen and we are happy to work with you to make the order right, however some restrictions may apply to replacement stones. We strongly ask that if you have something very specific you contact us through the Keep In Touch page with questions or ideas or on the order you make requests very clear!
Our stones do not come with a guarantee as unfortunately we do not know how they are handled/used once you have them.
We do however wish for you to be happy so if you have any problems we ask that you contact us so we may work with you to see what we can do to resolve the issue.
In all cases we ask that you contact us.
We want to try and make everyone happy and will do what we can to accommodate you as best as possible for both parties!
Thank you, Dina and Tonia, Your NW Stonewise Team