Shipping and claims
Shipped direct to the cemetery
We drop-ship nationwide. Inspect every delivery and note any damage on the bill of lading (BOL) before signing: freight claims are made against the carrier.
Shipping
How shipping works
Drop-ship to the cemetery
Nationwide, direct to the cemetery. You never receive, store or move the stone.
Freight terms
The carrier is responsible for the memorial in transit. Gemstone does not cover freight damage; claims go to the carrier.
Setting in our territory
In Ohio, Pennsylvania, New York and West Virginia our own crews receive the stone, set it and file the permit.
See the setting standardFreight damage
If a memorial arrives damaged
Five steps, in this order. The BOL is what supports the claim.
Inspect on delivery
Open the crate and check every face and edge before anyone signs.
Note damage on the BOL
Write any damage on the BOL before signing. A clean signature makes a claim much harder.
Photograph the damage
Take clear photos of the damage and of the crate or packaging.
Make the claim with the carrier
File the freight claim with the carrier, using the noted BOL and your photos.
Report it to us
Send the photos, related documents and the order number or family name to support@gemstonememorials.com or through the form below. Say if you need a replacement order.
Go to the formReport damage
Attach your photos and related documents, and tell us if you need a replacement order and by when. Or email the same to support@gemstonememorials.com.
Prefer to show us? Book a video call and walk us through the damage on camera.
Shipping questions
Do you ship outside your setting territory?
Yes. We ship nationwide, direct to the cemetery.
Does Gemstone cover freight damage?
No. The carrier is responsible for the memorial in transit, so claims are made against the carrier. Note any damage on the BOL before signing.
Is a shipping stain damage?
Treat it as damage until we say otherwise: note it on the BOL before signing and send us photos.
Who do we ask about an order in transit?
Order status questions: sales@gemstonememorials.com or the Ask about an order form. We reply within 1 to 2 days.
Where do we send damage reports?
support@gemstonememorials.com, or the Report damage form above.
Every order ships direct to the cemetery
Account holders order in the retailer portal. New to Gemstone? Open an account to get access.