FREE SHIPPING ON ALL ITEMS!
Contact Us:
Mon.-Fri. 9-5 PM EST
The processing and shipping time for all headstone orders is approximately 4-5 weeks.
TALK TO US
We'd love to hear from you
E-MAIL
upstatestone@gmail.com
Please Read Through the FAQ's/Policies Below. Many Questions We Receive Can Be Answered There.
FAQ's & POLICIES
1
Placing an Order
Placing an order is simple. Find the product you would like, and purchase it through our store. During your purchase there will be a box to type the inscription for your stone, pick a design, and/or choose a specific color. If there are no inscriptions we will send out your order, but if it is customized we will contact you with a graphic proof for you to approve prior to engraving.
2
Proofs
Proofs can take up to 5 business days to be made and sent over. We will
provide two proofs for each order. Each additional proof incurs a $10.00 charge (Etched proofs 25$). If you have a special request on the placement of names, dates, sizes of objects on your stone, please let us know when you initially order. Our stone designer's have a keen eye for putting things where they will look best, but we want to make sure you are completely satisfied with your memorial. Once you are, and we have your approval, it will be engraved.
3
Engraving
Engraving and shipment generally takes 6-8 weeks. Sometimes, with special orders this can take longer.
4
Payment
& Shipping
We accept PayPal & major credit cards. If you would like to pay with a check or money order it can be mailed to our address below. Shipping is free on all items to the contiguous 48 states. We use UPS & USPS. A customized headstone generally takes 6-8 weeks from the time of purchase to arrive at your door in its custom foam box. Vases and other stock items will usually arrive within 4-5 business days. If you plan to ship your stone to a cemetery, be sure that the stone's size, color, and design will be accepted. Some cemeteries have regulations, and they may not allow a stone to be shipped to their grounds.
5
Insurance & Tracking
All of our orders are insured against damage during shipment. So, if your package is broken or damaged, we will replace it. This happens very rarely because we package our stones well. However, we will require photos of the damage for insurance claims on your stone. We will also send a tracking email with your order. This is why we need your e-mail during checkout. Leaving a phone number is also a good idea just in case you need to be contacted about your order.
6
Returns
& Refunds
We don't offer returns on any of our custom engraved products. These are individually made and approved by you prior to engraving. We make sure that your stone is exactly how you want it, and that the information is correct before we engrave. However, if you are dissatisfied with a vase or stock item without engraving we will issue a full refund if it is shipped back to our warehouse.
7
Cancellations
Once an order has been approved it cannot be cancelled. If the order has not been engraved and a request for cancellation is made there will be a non-refundable $25.00 charge. If your order has been approved and engraved, no cancellation or refund can be made, and the order will be shipped to the address provided by you. We always want to make sure you are satisfied with the proof and approve it before any engraving.
8
Tolerances & Duplicates
Granite is a very hard substance. It must be cut using diamond tools and saws. Precision cuts are made, but due to its grain and variance an industry standard tolerance of 3/4" is permitted. For this reason memorials and duplicate stones ordered may vary in width length and height up to 3/4". However, when pairs are ordered, we will do or best to send matching sized stones and vases
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