Shipping and "Above and Beyond" Guarantee
Please remember to add 3-7 days for shipping to North America and 10-14 days for International orders. Please let us know if a sign is required for a certain date or event so that we can advise what is possible. Orders to Canadian destinations have the option of "RUSH" service for an additional fee of $25. This guarantees the sign will be ready for shipping in four days or less!
We guarantee your sign will arrive in perfect condition. Our signs are placed in specially designed shipping boxes that suspend them safely in the center, away from the outside edges to ensure they avoid damage during transit. While shipping damage is quit rare (1 in 1,400), it has happened. Therefore, it is important that you examine your sign as soon as it arrives to verify that it is in pristine condition. If you see any damage you must keep all packing material as well as the sign and contact us within 48 hrs. We will arrange to replace your sign on a priority basis completely FREE OF CHARGE. Our shipper will contact you to make arrangements to pick-up the damaged goods and may ask questions in order to facilitate our "damaged in transit" claim with them.
We presently use UPS, Canpar, FedEx, Express Post (Canada), and Express Mail (U.S.A.). The best available shipper at the time of order completion is selected at our discretion based on the time or year and your location. Express Mail services are used exclusively when you request shipping to a post office box.
To make things simple, we charge flat shipping rates:
- $20 North America
- $40 Alaska, Hawaii, Great Britain and Europe
- $55 everywhere else
Our "Above and Beyond Warranty" expresses our desire to not only protect your sign in transit but also after it arrives and the time comes for you to install it. On the rare chance (approx. 1 in 2,100) that you break your sign while installing it, this is completely out of our control. However, if you contact us by phone within 30 days of delivery, we will replace your sign with an identical one on a 50/50 cost sharing basis plus shipping.
There are no defects in the stone or defects that occur during manufacture that can cause a sign to break. In each case of installation breakage it has been because the wall it was being attached to was uneven and no shims were used (stone does not bend) or the mounting screws were over-tightened. The tag that comes attached to the bag containing the mounting hardware says "CAUTION do not over-tighten screws. Hand tighten only". Following this advice will assure a disaster-free installation. More info on mounting your sign.
We have endeavored to accurately represent our products on our website, providing a multitude of pictures as well as descriptive text and advice. Should you have any questions, concerns, or comments we can be reached by phone, fax, or e-mail. Our goal is to supply a product that exceeds customer expectations. Our success in reaching this goal can be witnessed in the comments displayed on our testimonials page.
Our products are one of a kind, unique, handcrafted, and personalized to your specifications. For this reason we cannot offer a 100% satisfaction guarantee or money refunded policy. However, on rare occasions when a customer is unhappy with their purchase, we listen and successfully resolve any reasonable complaint.
We tell our customers... This sign is probably the oldest thing you now own! Provided you don't drop it installing it, your Slate sign and your personalized message could last for millions of years; so rest assured you probably won't ever need to replace it! If part of your sign was painted, we use only monument grade enamels for durability. If you selected genuine 23kt gold leaf, even with exposure to acid rain, you should enjoy 25+ years of gleaming gold before it needs re-gilding. Your sign requires no maintenance, other than the occasional rainstorm to remove dust.