POLICY & SHIPPING
Policy & Shipping
We have been helping Central Texas families design and place meaningful memorials since 2011. These answers cover our most common policy and shipping questions. If something isn't covered here, please don't hesitate to call Paul — he is glad to help.
Can I change my order after I have approved the final design?
It depends on where we are in the process. If manufacturing has not started — or hasn't progressed too far — we can incorporate your changes. If production is already well underway and the changes are no longer feasible, we will let you know right away. Please call Paul as soon as possible if you need to make an adjustment: 512-932-8000.
Do you have a return policy?
Once you approve the design and manufacturing begins, all sales are final — custom, personalized memorials cannot be returned. Non-engraved items such as Memorial Vases and Cremation Urns carry a 10-day full refund policy from the date of delivery; return shipping is the customer's responsibility. If you have any concerns, please reach out before approving your design.
I need my monument placed in another state, can you do that?
We ship monuments throughout the Continental United States. We set monuments within the Central Texas area; for cemeteries outside that area, we will help you find a qualified local professional to handle the installation. There will be additional charges from the setting company, and we will walk you through what to expect.
What happens if a monument is shipped and damaged en route?
We will replace it at no charge to you. Once the monument has been delivered and signed for, responsibility transfers to the receiving party — so please inspect your delivery carefully when it arrives.
How long before my monument is delivered and set?
For standard orders, we aim to have everything completed within 8 to 12 weeks. We will keep you informed — you will hear from us when your monument is manufactured and again when it is scheduled to be set. If your timeline is different, call Paul and we will do our best to help: 512-932-8000.
Can you match a granite base to an existing monument?
Granite color varies naturally, even within the same quarry. We will find a granite that complements your existing monument as closely as possible, so the finished result looks cohesive and respectful.
Do you contact the cemetery to ensure my monument complies with any restrictions they might have?
Yes — we handle this for you. Kempner Monuments contacts the cemetery directly to confirm your chosen monument meets all of their requirements, including installation rules. We do not begin manufacturing until that information is confirmed. You will not have to navigate cemetery rules on your own.
Can the cemetery refuse the headstone that I purchased?
No. As long as the headstone meets the cemetery's stated requirements, they are legally obligated to accept it. Because we verify those requirements before we start manufacturing, this is rarely a concern.
Do you do "rush" orders?
Yes, when timing allows. Please call us as soon as you know you need an expedited order — the sooner we hear from you, the better we can assess whether your timeline is achievable. Rush charges may apply.
Can I purchase a custom size monument?
Yes — custom sizes and colors are available. The dimensions and color must meet the cemetery's requirements, and we verify those before proceeding. Call Paul for details: 512-932-8000.
Do flat (flush to the ground) monuments require a base?
No, a separate base is not required for flat markers. That said, your cemetery may have specific rules, and we will confirm any requirements with them on your behalf.
Can I add a picture to my monument?
Yes. We offer several portrait-mounting options. Paul and his staff will walk you through the choices so you can select what feels right for your loved one's memorial.
Do bronze headstones require a stone base?
Yes — bronze markers require a base, typically granite. Cemetery restrictions may also apply, and we will verify those requirements before any work begins.
What is an epitaph?
An epitaph is a short phrase or poem that honors the person's life and accomplishments — perhaps the most well-known is the simple "Rest in peace." An epitaph is a meaningful, personal touch that can be included on many monument designs.
How is the granite marker personalized?
You select the artwork and text to be applied to your monument — nothing is done without your approval. Your design is then deeply sandblasted into the granite. We use dye, which bonds far more durably than paint: grey markers receive black lettering, and black markers receive light gray or white lettering. The result is a clean, lasting inscription.
Do you paint the inside of the letters on the monument to make them more readable?
We use dye, not paint — and it makes a real difference. Dye is far more durable and weather-resistant. Grey markers receive black lettering; black markers receive light gray or white lettering for clear, lasting readability.
Do you make monuments for pets?
Absolutely. Pet memorials are crafted with the same care and the same process as all our other monuments. Every companion deserves to be remembered.
Still have questions?
We look forward to helping you design a stone that will be remembered for many years to come. Reach Paul during business hours at 512-932-8000, or send us a message anytime.
Monday–Friday 9am–5pm · Saturday or Sunday by appointment only