While we strive to fulfill all orders as quickly as possible, the meticulous craftsmanship involved in creating your handcrafted granite tombstone requires a dedicated timeframe. Unfortunately, expediting the manufacturing process isn’t currently feasible due to the intricate details and high-quality materials involved.

We understand the importance of timely delivery, and we prioritize ensuring each memorial receives the utmost care and attention to detail. This dedication guarantees the longevity, beauty, and lasting tribute your loved one deserves.

We offer transparent timelines on our website and during the checkout process, so you have a clear understanding of the estimated timeframe from order placement to delivery. We also provide detailed tracking information once your memorial ships, allowing you to follow its journey every step of the way.

If you have any further questions or require additional information, please don’t hesitate to reach out. We’re here to support you throughout the process.

Unfortunately, we can’t provide an exact day and time for the arrival of your order. However, we take keeping you informed very seriously and will keep you updated every step of the way:

• Order Confirmation: As soon as your order is processed, you’ll receive a confirmation email with an estimated shipping timeframe.
• Shipment Notification: Once your memorial is ready and shipped, you’ll receive another email with tracking information. This will help you monitor its journey in real-time.
• Pre-Arrival Updates: Depending on the shipping carrier, you might receive additional notifications as your memorial approaches its final destination.

Rest assured, we understand the importance of knowing when to expect your order. We’re committed to transparent communication and will do our best to keep you informed throughout the shipping process.

If you need further assistance or have any specific questions about your delivery, please don’t hesitate to reach out to our customer support team.

Yes, you can certainly try to change the delivery address through our support module on your account page. However, it’s important to act quickly because there’s a chance the updated information might not reach the transport company in time if your order has already been shipped.

Here’s what we recommend:

1. Change the Address Immediately: Update the delivery address on your account page as soon as possible.
2. Contact Customer Support: Reach out to our customer support team directly at Support Module or support@masonrypro.eu. Explain the situation and provide the new delivery address. We’ll do everything we can to intercept your shipment and update the shipping information with the transport company.

Please note that success in changing the address depends on how quickly you take action and the stage of your order in the shipping process. We cannot guarantee that the change will be successful in all cases, but we’ll make every effort to help.
We understand the importance of correct delivery, and we’ll work diligently to try and ensure your memorial arrives at the desired location.

We understand that addressing any concerns you may have is crucial. Here are two convenient ways to submit a complaint about your order:

1. Support Module: Log in to your account on our website and navigate to the “Support Module.” This module allows you to easily submit your complaint directly, providing details and attaching any relevant documents or photos.
2. Email: Alternatively, you can send an email with your complaint to our dedicated customer support team at support@masonrypro.eu.

In either case, we encourage you to include the following information for faster response and resolution:

• Order Number: This helps us quickly identify your order and access relevant details.
• Detailed Description: Clearly explain the issue you’re encountering, including any relevant dates, names, or reference numbers.
• Photos (Optional): If helpful, attaching photos or other visual evidence can further clarify your complaint.

We prioritize addressing customer concerns and strive to resolve them promptly and effectively. Our customer service team will be in touch with you within 72 hours to discuss your complaint further and work towards a satisfactory resolution.
Remember, we are here to listen and work with you to find a solution.

Here’s how to handle a potential goods damage situation:

Visible Damage Upon Delivery:

1. Don’t accept the package: If the parcel shows clear signs of damage before signing for it with the courier, do not accept it. Instead, request the courier to fill out a damage report together. This document will be crucial for claiming compensation and resolving the issue.
2. Take pictures: If possible, take clear photos of the damaged packaging as evidence before the courier leaves.

Hidden Damage After Delivery:

1. Inspect carefully: Once you receive the package, open it cautiously and inspect the contents for any damage to the tombstone.
2. Contact us immediately: If you discover any damage after opening the package, even if the exterior packaging seemed intact, contact our support team immediately. You can reach us through:
   • Support Module: Log in to your account and navigate to the “Support Module” to submit a report online.
   • Email: Send an email to support@masonrypro.eu with the subject line “Damaged Goods Report” and include your order number, photos of the damage, and a brief description of the issue.

Following Up:

We understand that receiving a damaged product is a frustrating experience. Once you contact our support team, they will:

• Guide you through the next steps: They will advise you on what to do with the damaged product and packaging, depending on the specific situation.
• Assist with the claim process: Our team will help you navigate the process of filing a claim with the shipping carrier.
• Work towards a resolution: We are committed to finding a satisfactory resolution, which may involve replacing the damaged item or offering a refund.

Remember, prompt communication is key. The sooner you report any damage, the easier it will be to resolve the situation effectively.

Due to the personalized nature of our handcrafted granite tombstones, we typically don’t accept returns unless the product is damaged upon arrival. This is because each memorial is designed and crafted specifically according to your unique selections and specifications.

We understand that unforeseen circumstances may arise. In the case of damage during shipping, we encourage you to follow our goods damage report process (as discussed earlier) to receive a replacement or a full refund.

If you have any other questions or require clarification regarding our return policy, please don’t hesitate to reach out to our customer service team. They are available to assist you through the support module on your account page or via email at support@masonrypro.eu.

However, we understand that there may be situations where you require a return for unused memorial accessories. In such cases, we can accept returns of these items within 14 days of purchase, subject to the following conditions:

• The accessories must be unused and in their original packaging.
• You are responsible for the return shipping costs.
• To initiate a return for eligible memorial accessories, please contact our customer service team through your MasonryPro account or by email support@masonrypro.eu. We will guide you through the return process.

Please note: We reserve the right to deny returns for memorial accessories that do not meet the above conditions or have been damaged after purchase.

We appreciate your understanding and hope this explanation clarifies our return policy.

In the unfortunate case of receiving a damaged product, we do offer returns for replacement or a full refund. While our handcrafted granite tombstones are typically non-returnable due to their personalized nature, we understand that damage during shipping can occur.

Here’s how to proceed:

1. Report the damage: As discussed earlier, immediately contact our support team through the support module on your account page or by email (support@masonrypro.eu).
2. Provide details: In your message, include your order number, a brief description of the damage, and if possible, attach clear photos of the damaged product and packaging.
3. Awaiting instructions: Our support team will guide you through the next steps, which may involve returning the damaged product to us and assisting you with filing a claim with the shipping carrier.
4. Resolving the issue: Once we receive the damaged product and the claim process is complete, we will work diligently to find a satisfactory resolution. This might involve replacing the damaged item promptly or offering a full refund.

Remember:

• Do not attempt to assemble a damaged tombstone: This could pose safety hazards, potentially worsen the damage, and hinder the claim process.
• Prompt communication is key: The sooner you report the damage, the easier it will be to resolve the situation effectively.

We prioritize your satisfaction and strive to address any issues efficiently. If you have any further questions about our damage report process or return policy, please don’t hesitate to reach out to our customer service team. They are here to assist you.

Due to the personalized nature of our handcrafted granite tombstones, we cannot accept returns of assembled memorials unless they are damaged upon arrival.

Here’s why:

• Uniqueness: Each tombstone is meticulously crafted based on your specific choices and customizations, making it unique and unsuitable for resale.
• Assembly Integration: Once assembled, the individual components of the tombstone are designed to fit together seamlessly, and disassembling them could compromise their integrity and potential future use.
• Respect and Finality: We understand the sensitive nature of these memorials and believe assembled tombstones represent a final tribute, making returns inappropriate.

However, if you receive a damaged assembled tombstone, we do offer options:

• Replacement: We will promptly replace the damaged item with a new, fully assembled memorial based on your original specifications.
• Refund: If a replacement is not desired, we can offer a full refund for the damaged product.

Important: In case of damage, please do not attempt to disassemble the tombstone. This could pose safety hazards, worsen the damage, and hinder the claim process.

For damaged products, please follow our goods damage report process (explained earlier) to initiate a replacement or refund request.

We appreciate your understanding and hope this explanation clarifies our return policy. If you have any further questions, please don’t hesitate to contact our customer service team. They are available to assist you.