Here at PhotoHeadstones, we want you to be satisfied with your order and to rest easy knowing you are purchasing a quality product from a reputable company who stands by every single customer and their purchase. Please take a moment to review our Returns & Refunds policy before making a purchase.

Custom Made Orders

Our headstones are 100% custom made for each specific customer. To ensure total satisfaction, we require your approval of a headstone layout proof we send to you after your purchase. Under no circumstance do we provide refunds or returns on custom made products, except for orders damaged during shipment or errors made during production that caused your final product to not match the layout proof you approved. Please keep in mind that while our website is pretty good at portraying all colors and finishes of our products, we cannot guarantee how they vary from screen to screen and they may not accurately match the finished product.

Non-Custom Orders (Stock Products)

All non-custom products are returnable for a refund minus 10% restocking fee for up to 10 days from delivery of said items. The product must be in good condition, not used and resalable. Any product that has been filled with ashes or cremation remains will not be accepted. Any item not returned within 10 days from delivery are NOT RETURNABLE – NO EXCEPTIONS. All returns require you to ship the item back at your expense. We are not responsible return shipping fees or lost or damaged goods. We suggest you insure your return via your shipping provider.

Cancellations

You have the right to cancel your order and request a refund in full within 3 business days of placing our order. A cancellation fee of 10% is required on all canceled orders. There are no exceptions made whatsoever once your order has begun processing after 3 business days from the moment you place your order. THERE ARE NO CANCELLATIONS FOR RUSH ORDERS, UNDER ANY CIRCUMSTANCE. Please keep in mind these are custom products made just for you and the materials we use (granite, for example) are expensive and time-consuming to work with.

Return & Exchange Policy

All sales are final after 3 business days from the moment you order for CUSTOM ITEM ORDERS and 10 days for STOCK ITEM ORDERS. No returns, refunds or credits will be issued under any exception after this time has passed. No exceptions.

Shipping, Delivery, Tracking & RMA

We send a photo and tracking information via email for your convenience and security. It is strongly urged for you to inspect your memorial upon arrival, sign the delivery document and get a copy for your records. If there is damage, make sure to write it directly on the delivery document as DAMAGED.

For LTL commercial freight deliveries, the delivery company will call to schedule an appointment. Please keep in mind that a lift gate is not included for any of our deliveries. If delivering to a cemetery, they are required to have a lift gate or truck which is very commonly used by cemeteries for this purpose.

Any and all damage should be reported to us within 24 hours via phone or email so you may receive a Return Merchandise Authorization (RMA #) to begin processing your replacement order. Under no circumstances can a return or replacement be accepted without an RMA # and shipping label.

IT IS YOUR RESPONSIBILITY TO INSPECT THE ORDER BEFORE SIGNING THE DELIVERY RECEIPT. IT IS ALSO YOUR RESPONSIBILITY TO NOTE ANY DAMAGE ON THE RECEIPT AND TO GET A COPY FOR THE DELIVERY COMPANY. FAILURE TO DO SO MAY LEAD TO DAMAGE CLAIMS BEING VOIDED.

Packaging

All our headstone shipments are boxed or crated for protection during transit and upon delivery along with a packaging slip and photo of your headstone before it was shipped.