Customer Service

Before You Order

Please confirm your cemetery's requirements in writing before placing an order. Cemetery approval remains the purchaser's responsibility.

Ordering & Cemetery Compliance

Some cemeteries and funeral homes sell markers directly and may discourage families from buying elsewhere. By law, you are entitled to purchase your headstone or grave marker from an outside vendor.

Before ordering, please confirm the following with your cemetery, in writing:

• Color/material restrictions — do they limit granite color or bronze finish?
• Size restrictions — minimum/maximum dimensions?
• Marker type allowed — flat, bevel, slant, upright, companion, infant, bronze?
• Delivery & installation rules — does the cemetery charge its own installation fee?
• Accessories — are vases, flags, or memorial lights permitted?

Where available, our team can assist with cemetery verification and approvals. Final acceptance of any marker remains subject to the cemetery's own rules and approval — it is ultimately the purchaser's responsibility to confirm the marker conforms to that cemetery's requirements.

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 brand, product, and order complexity — see your brand's Production & Delivery Terms for current estimates.

Important: Production time, shipping time, and cemetery installation time are separate and not guaranteed to align. Please do not commit to or promise an installation date until the marker has been delivered and installation has been confirmed directly with the cemetery.

Financing

Financing options vary by brand and product line and are detailed in each brand's Financing Terms. In general, eligible orders may qualify for our installment program and/or third-party financing (such as Klarna or Affirm), and first responder and veteran pricing may be available. Ask your sales agent for current eligibility, terms, and documentation requirements.

Shipping

Shipping options and costs vary by product, brand, and delivery location. Some products may qualify for complimentary shipping within a designated service area — eligibility must be confirmed with your sales agent before purchase.

Headstones and monuments are created for transit and shipped via common carriers. Our shipper will contact you or your delivery contact ahead of arrival. If your stone is being shipped to a workplace or an alternate address, please make sure the recipient knows a grave marker will be arriving.

Rush Orders

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.

Insurance

Shipping insurance is included at no extra cost. In the rare event of transit damage, contact us within 24 hours of delivery with photos of the damage; we will handle the claim and produce a replacement.

Installation & Other Memorial Services

Services that have been purchased but have not yet been performed are 100% refundable.

This includes separately purchased services such as:

• Headstone installation
• Cemetery foundation work
• Delivery
• Memorial cleaning
• On-site engraving
• Other separately purchased cemetery or monument services

Once a service has been completed, the charge for that completed service is non-refundable.

Headstone & Memorial Refund and Cancellation Policy

At H Memorial Group, every headstone, grave marker, monument, and memorial is custom-made and personalized for a specific family. Because personalized memorial products cannot normally be resold or reused, cancellations and refunds depend on the stage of the order.

Custom Headstones, Monuments & Memorial Products

Errors or Manufacturing Issues

If a headstone, grave marker, monument, or memorial does not match the customer-approved design or specifications because of an error on our part, H Memorial Group will work to correct the issue through repair, correction, remake, or replacement, as appropriate.

When Does Production Start?

Production is considered started when work specifically related to the customer's custom memorial has begun. This may include stone cutting, engraving, sandblasting, custom fabrication, bronze production, or other personalization that makes the product specific to that customer.

This policy applies to custom memorial products and related services unless different refund or cancellation rights are required by applicable law.

Damaged Items

Before signing for delivery, please 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 the product. Because we work with different suppliers, a claim will be filed with the shipping company, and we will arrange a replacement.

Cemetery Installation Fees & Regulations

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