Customer Service

Obtain the cemetery's current requirements in writing before ordering. The cemetery's written approval and final acceptance remain subject to its own rules. Confirm at least the following:

• Permitted material, granite color and bronze finish.
• Minimum and maximum dimensions, thickness, base and foundation requirements.
• Permitted memorial type, including flat, bevel, slant, upright, companion, infant, bronze, bench, niche or columbarium.
• Permit, delivery, access, setting and installation requirements and cemetery charges.
• Whether vases, flags, photographs, lights, QR memorials or other accessories are permitted.

Cemetery acceptance, specifications, fees and installation requirements are governed by the cemetery's written rules and applicable state and local law. Confirm vendor eligibility and all product requirements directly with the cemetery before purchase. H Memorial Group does not make a universal legal claim that every cemetery must accept every outside product.

Yes. The responsible company can assist with cemetery outreach, documentation and approval coordination. Final cemetery acceptance is controlled by the cemetery, and the purchaser must ensure that the selected memorial conforms to the written cemetery requirements before production and installation.

Only the product and the inclusions expressly listed on the product page, written quote and signed agreement are included. Unless expressly stated otherwise, the displayed product price and discount base exclude taxes, cemetery and permit fees, foundation, installation, additional delivery, Monument Service Group services, provider fees, third-party charges and separately purchased services.

The approved method depends on the product, material and design. It may include sandblasting, laser etching, carving, casting or another appropriate production process. A production method, origin, facility, turnaround time or inventory status may be published only when verified for that specific product or project.

The number of included revisions is product-specific and must appear on the product page and written quote. Unlimited revisions are not promised. Additional revisions may require a separate written price and schedule.

Production begins only after the applicable payment milestone, cemetery approval, final customer design approval, complete order information and signed-contract conditions have all been satisfied. Production time, delivery time and installation time are separate and are not guaranteed to align.

Eligible made-to-order consumer memorial products qualify for complimentary delivery within the 48 contiguous states when the responsible brand's written terms confirm eligibility. Alaska and Hawaii require a separate written shipping quote.

Memory Stones inventory items qualify only when the specific SKU and delivery zone are confirmed in writing. Architectural projects, wholesale orders, special freight and service-only work follow the written quote.

An installation inquiry may be accepted from any of the 50 states, but a specific job is quoted or scheduled only after the cemetery, ZIP code, plot, product, access, permit, foundation, provider, price and schedule are confirmed in writing. Monument Service Group may perform or coordinate the work through a verified provider. National intake does not guarantee an owned crew, a fixed price or availability in every ZIP code.

Payment programs apply only where the responsible product brand offers them and where the calculator, checkout, CRM, quote and signed agreement show the same terms. Applicable long-term internal plans are 12, 18, 24, 30 or 36 months, with 36 months as the public default. Klarna, Affirm or another provider is separate third-party financing governed by that provider's approval and terms.

Only one base program may be used per order. The verified Smart Showroom 10% is the only approved additional product reduction and is calculated sequentially after one eligible base program. Taxes and excluded fees are never discounted. Consumer product discounts do not apply to Monument Service Group services or H Stones B2B agreements.

Warranty coverage is product-specific and only the written warranty supplied with the applicable quote and agreement controls. Where a memorial carries a limited lifetime product warranty, it applies only to the covered memorial product as stated in that policy. Do not treat it as blanket lifetime coverage for delivery, installation, foundation, cemetery conditions, third-party work, vandalism, external damage, removal or reinstallation.

Report visible or concealed damage immediately through the responsible company's documented claim process and retain photographs, packaging and delivery records. The claim is reviewed under the written carrier, delivery and product terms. Transportation damage is not described as a universal lifetime warranty.

No universal free, unlimited or 25-year storage program is offered. Storage is available only when the responsible company confirms the location, duration, price, risk, release conditions and responsibility in a written agreement.

For eligible personalized made-to-order consumer products, the approved framework is a 10% cancellation charge during the first three calendar days; a 30% charge after day three through day thirty when production has not begun; and no refund after production begins, subject to the signed agreement and applicable law. Inventory products, architectural projects, services and B2B orders follow their specific written terms.

The specialized company responsible for the product or service issues the quote, invoice, agreement and payment terms. H Memorial Group is the corporate information and routing hub and does not operate a separate consumer storefront or accept product checkout.

If the responsible company confirms that the memorial or service does not match the customer-approved design, specifications or signed scope because of its error, that company will review the record and provide the appropriate remedy under the written agreement and applicable law. Depending on the issue, the remedy may include repair, correction, remake or replacement. No single remedy is guaranteed for every claim.

Production is considered started when work specific to the customer's custom memorial has begun. This may include stone cutting, engraving, sandblasting, carving, casting, bronze production, custom fabrication or another form of personalization. The responsible company's production record and signed agreement control the determination for the order.

Inspect the packaging before signing for delivery when possible. If visible damage exists, note it with the carrier at delivery. Retain photographs of the packaging, labels and product together with the delivery records. Report visible or concealed damage immediately to the responsible company through its published contact channel. The claim will be reviewed under the written carrier, delivery, product, warranty and transaction terms.

Contact the responsible company before ordering when a specific date matters. A requested date is not guaranteed unless that company confirms it in writing after reviewing the product, required approvals, production capacity, freight, cemetery requirements, access and installation availability. Production, delivery and installation remain separate stages.

A rush request may be reviewed before purchase, but availability is not guaranteed. If rush handling is approved, the added charge, affected production scope and any confirmed date must appear in the written quote or agreement. Rush handling does not guarantee carrier performance, cemetery acceptance or installation availability.

Care requirements vary by material, finish, photograph, accessory, sealant and environmental conditions. Follow only the product-specific written care instructions supplied by the responsible company. If no care guide was supplied, contact that company before cleaning, polishing, sealing, repairing or applying any chemical to the product.