Our Promise
Our Headstone Guarantee
Two things, and we mean both of them. If the finished stone does not match what you approved, or it cracks in transit, we replace it at our expense. Beyond those, every stone is engraved to order, so all sales are final.
Insured Shipping & Damage Replacement
Every SilkStone memorial is fully insured during shipping. If your stone is damaged during transit, we replace it at no cost to you, provided you tell us within 48 hours of delivery. Note any damage on the delivery receipt and contact us with photos.
Himalayan granite is a hard, dense stone that endures for generations with minimal weathering. We select every slab at the quarry and inspect each finished memorial before it leaves our workshop.
Engraving Satisfaction Guarantee
Before any engraving begins, we send you a detailed digital proof for your approval. We work with you on revisions until the proof looks right, at no charge. We do not start production until you say it is perfect.
If the finished engraving does not match the proof you approved, we will re-engrave or replace the memorial at our expense. We photograph every completed memorial and send you images before shipping, so you can verify the work before it leaves our hands.
The Details
We want to be upfront about what our guarantee covers and what it does not.
What Is Covered
- The engraving does not match the digital proof you approved, or the final photograph we send you before crating
- The stone cracks or is damaged in transit, reported within 48 hours of delivery
What Is Not Covered
- Refunds, returns or exchanges. Every stone is engraved to order, so all sales are final
- Anything you approved. Once you sign off on the proof and the final photograph, the stone is what you asked for
- Transit damage reported more than 48 hours after delivery
- Damage caused by vandalism, accidents, or acts of nature (earthquakes, falling trees)
- Normal weathering and patina that occurs over decades of outdoor exposure
- Damage resulting from improper installation by a third party
- Changes requested after the digital proof was approved and engraving has begun
- Cosmetic preferences or changes of mind regarding design, text, or stone color after delivery
How to File a Claim
Report transit damage within 48 hours of delivery. That deadline is what lets us file the insurance claim, and a later report may not be eligible.
- 1
Contact us
Email us at hello@silkstonememorial.com with your order number and a description of the issue. For transit damage, do this within 48 hours of delivery and note the damage on the delivery receipt if you can.
- 2
Send photos
We will ask for a few photos of the memorial showing the defect. This helps us assess the issue and determine the best solution.
- 3
We resolve it
Depending on the issue, we will either re-engrave or fully replace the memorial. Replacements are shipped at our expense. Full terms are in our returns and refunds policy.
Questions About Our Guarantee?
We are happy to walk you through the details. Give us a call or send a message and we will answer any questions you have.