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Returns, Shipping & Warranty

Rock of Ages Return Policy

For any goods to be returned to Rock of Ages Corporation (ROA). by a customer, a RMA (Return Material Authorization) number must be obtained by the customer from our Customer Service department prior to shipping material back to ROA. An RMA number will be issued within 2 working days of receipt of your request to return goods by our Customer Service department. Any merchandise returned to ROA without a RMA number referenced will be returned to customer at customer expense. No RMA will be issued for discrepancies by the customer reported later than 10 days of receipt of goods. After this period, ROA reserves the right to impose a restocking fee. All returns must be received at the ROA facility no later than 30 days from the issuance of the RMA number. If received after 30 days from the issuance of the RMA number, the return will be refused and return to the customer at customer's expense.

All returned goods should be sent back insured and packaged to prevent damage to the goods in transit. The cost of the return, unless due to an error by ROA is the responsibility of the customer. Do not send any returned goods to ROA freight collect, because it will be refused and not processed accordingly.
RMA numbers will be issued for Warranty and Repair returns, Wrong Product Ordered returns, Shipping Errors by ROA returns, Damage Product returns and any other authorized returns by our Customer Service department. ROA is not responsible for any discrepancies not reported to our Customer Service department within 10 days of receipt of goods. If the product is a custom made item, it is not returnable and no RMA will be issued.

All Wrong Product Ordered returns will be subject to our restocking fee (see below). For Shipping Errors by ROA returns, ROA will pay for all return shipping fees.

ROA reserves the right to inspect all returned product for condition and wear and abuse, and if the material is not in the condition it was originally sent out to the customer, the customer will bear the cost of repair. The cost charged back to the customer will be at the discretion and approval of management.

If product is damaged in shipping to our customer, our customer must file a claim with the appropriate carrier. DO NOT SEND the damaged good back to ROA without first contacting our Customer Service department. Please follow these simple steps when preparing to return material to ROA:

  1. Please obtain a RMA number from our Customer Service department.
  2. The package returned with the product must clearly show the RMA number on the outside of the package. Authorized returns require the RMA number to be printed clearly on two different sides of the package.
  3. The item returned must also be tagged with the assigned RMA number sent to our customer by our Customer Service department
  4. Please include packing slip with the following information:
    • Customer Sales Order Number
    • Customer name, address, telephone number and email address
    • A description for the reason for the return
    • The RMA number assigned by our Customer Service Department
    • Returned product to ROA must be received at our facility no later than 30 days after receipt of RMA number.

PLEASE NOTE THAT FAILURE TO FOLLOW THE ABOVE RULES WILL RESULT IN A DELAY OF PROPERLY PROCESSING YOUR RETURN. Also note that no RMA will be issue for USED PRODUCTS unless it is to be sent in for repair. No RMA will be issued for new product kept for more than 30 days after shipment. Restocking Fee Schedule:
•    Under 30 days, 30% of price of all returned items subject to approval.
•    31-60 days, 35% of price of all returned items subject to approval.

Warranty

Rock of Ages Corporation (ROA) products are warranted to the original purchaser to be free of defects in material and workmanship upon receipt.

ROA will, at its sole election, repair, replace or make appropriate adjustment where ROA inspection discloses any such defects having occurred.  ROA is not responsible for removal or installation costs. Improper use, modification, alteration, wrongful application or repair will void this warranty.   This warranty excludes normal wear attributable to the particular application in which the product is used.  Shipping, freight, insurance and other transportation charges to return products to ROA, and the return of repaired or replaced products to the purchaser, are the responsibility of the purchaser.

To obtain warranty service contact Rock of Ages Precision Products Division at 1-800-875-7345 or at precision@rockofages.com.

IMPLIED WARRANTIES INCLUDING THAT OF MERCHANTABILITY AND FITNESS FOR A PARTICULAR PURPOSE ARE EXPRESSLY LIMITED IN DURATION TO THE DURATION OF THIS WARRANTY.  ROA AND/OR SELLER DISCLAIMS ANY LIABILITY FOR SPECIAL, INCIDENTAL OR CONSEQUENTIAL DAMAGES.


Shipping

We can ship to virtually any address in the world. Note that there are restrictions on some products, and some products cannot be shipped to international destinations.

When you place an order, we will estimate shipping and delivery dates for you based on the availability of your items and the shipping options you choose. Depending on the shipping provider you choose, shipping date estimates may appear on the shipping quotes page.

Please also note that the shipping rates for many items we sell are weight-based. The weight of any such item can be found on its detail page. To reflect the policies of the shipping companies we use, all weights will be rounded up to the next full pound.

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