At Eternal Markers, our goal is to provide high-quality memorials with a smooth, transparent, and dependable process from purchase to completion. The policies below outline what customers can expect regarding production, shipping, payment, warranty coverage, and communication throughout their project.

WHAT TO EXPECT AFTER YOU ORDER

  • All grave markers are physical granite products that are crated and shipped via freight/ground carrier to the destination.

  • Within 4–7 business days (M–F, excluding holidays), our artists will email you a digital proof for review and approval.

  • Once approved, your order is placed into our production queue. Production times vary based on current demand.

  • When complete, every marker undergoes a thorough quality inspection before being securely crated for shipment.

  • Most orders ship within 4–8 weeks of client approval on the proof. Expedited production and shipping options are available on request.

  • Ceramic photos: Add 2–4 additional weeks.

  • Standard freight shipping is included to the contiguous 48 states. (Alaska, Hawaii, and U.S. territories may incur additional charges.)

  • Timelines are estimates, not guarantees, and may be affected by customer approval time, seasonal workload, or supplier delays.

IMPORTANT INFORMATION

  • Cemetery Rules: Regulations vary widely. Please confirm with your cemetery that the grave marker size, thickness, and material you select are permitted. We are happy to provide documentation or drawings if needed.

  • Natural Stone Variation: Granite and marble are natural materials, and every piece is unique. Color, veining, and grain will differ from proof images—particularly with white marble and Bahama Blue granite.

  • Heavy Shipments: These markers are substantial. A standard marker (~130 lbs) typically requires two people to move. A premium marker (~240 lbs) will require mechanical equipment such as a lift-gate or forklift. Please have a plan in place for receiving and handling.

  • Delivery Inspection: Upon delivery, inspect your crate carefully. If damage is visible, refuse the shipment or document the damage with photos and note it on the delivery paperwork, then contact us immediately.

DESIGN APPROVAL

Before engraving begins, the customer receives a professional layout proof. By approving the proof, the customer confirms:

  • All spelling, names, dates, and artwork are correct.

  • Layout, spacing, and design are accurate.

  • Production may proceed as shown.

Changes requested after approval may incur added cost and extend the timeline.

SHIPPING AND DELIVERY

Most memorials ship via common-carrier freight directly to:

  • The cemetery

  • A local installer

  • The purchaser (for smaller markers)

Shipping Details

  • All memorials are securely crated.

  • Standard shipping costs are included in item pricing; rare exceptions may apply.

  • Customers receive notice when their memorial is complete and scheduled to ship.

Transit Time

  • Freight transit typically takes 3–10 business days, depending on location.

ESTIMATED WEIGHTS (Including Crating)

  • Small: ~40 lbs

  • Standard: ~130 lbs

  • Premium: ~240 lbs

INSTALLATION

Installation services are not included, but are available in select areas of North and South Carolina. The purchaser is responsible for the coordination of an installer for their memorial.

  • Cemetery fees (setting fees, permits, foundations, regulations) are not included unless stated in writing.

  • Foundation specifications can be provided upon request.

OUR GUARANTEE

  • We stand behind the quality of our craftsmanship. All markers are guaranteed against defects in material or workmanship. This warranty does not cover damage caused by ground movement, vandalism, natural disasters, or improper installation.

RETURNS

At Eternal Markers, we proudly stand behind the quality and craftsmanship of our custom granite memorials with a lifetime guarantee. Due to the personalized and made-to-order nature of our products, we accept returns for defective items only, such as those with manufacturing errors, including engraving inaccuracies , or damage incurred during shipping. If you receive a defective product, please contact us within 30 days of delivery to initiate a claim; we'll promptly arrange for inspection, repair, or replacement at no additional cost to you, including return shipping. Non-defective returns, exchanges for preference, or cancellations after design approval are not accepted to ensure the integrity of our custom process.

  • You are responsible for assuring that the grave marker is suitable for your cemetery before purchasing. In the event that a cemetery rejects a marker due to improper size or material, no return or refund will be issued.

  • You are responsible for assuring that all spelling, names, dates, and artwork are correct on the proof that is sent to you for approval.

  • In the event that there is a flaw in the stone or quality issue, we will work with you resolve the issue. We must be notified of any and all quality issues within 48 hours of the delivery.

  • In the event that a marker arrives damaged, you must send us a photo of the damaged area and initiate a repair or replacement within 48 hours of the package being delivered.

CANCELLATIONS

  • An order may be cancelled within 3 days for a full refund. Cancellations after 3 days may not be eligible for a refund.

Because each memorial is custom-made:

  • All sales are final once production begins.

  • Cancellations are only possible if:

    • No proof has been produced

    • No engraving or fabrication has begun

    • No materials have been prepared or committed

If cancellation is approved:
Design fees, administrative labor, and any material costs will be deducted from the refundable amount.