Frequently Asked Questions and Policies

Solid Rock Memorials is a division of Bing's Studio, Ltd. All order notifications, invoices and order related documents will be issued from Bing's Studio, Ltd.

If you do not find what you're looking for on our site, please contact us and let's discuss your needs.

PRODUCTS
1    Do you use real river rock and stone?
2    How are the engraved rock products done?
3    Are all the products offered on your site made by you?

PRODUCT ORDERING, SHIPPING, PAYMENTS & RETURNS
1    How can I place my order?
2    What is the Order Process?
3    Can I provided a picture, graphic, or image for engraving?
4    How do I send an image or graphic for orders requiring one?
5    Can I provide a paw print image of my pet for engraving?
6    Can I provide you the rock and order engraving for that rock?
7    Can I request specific layout and placement of the text and/or image?
8    How long will it take to receive my order?
9    How does my order ship?
10    Do you ship to Canada?
11    Do you ship to other countries outside Canada and USA?
12    Will you ship my order to another person?
13    What makes up the shipping amount?
14    What payment methods do you accept?
15    What if my order gets damaged?
16    What is your refund/return policy?

PET URN INFORMATION
1    What size urn do I need?
2    How do I transfer my pet's ashes into an urn?

WEB SITE, SUPPORT & OTHER IMPORTANT ISSUES
1    Is your site secure?
2    What is your website privacy policy?
3    What are your customer support hours?
4    Tobacco smoke-free environment
5    Marketing and Affiliate Partnerships

PRODUCTS

Do you use real river rock and stone?

Yes, we do. We do not use what is often referred to as "faux rock" or artificial rock (no resins and no concrete). We offer a broad selection of products on which we engrave your message. Our rock and stone are 100% natural, therefore their size, shape and color will vary. Colors range from various tones of blue, reds, tans, grays, and shades of black.

How are the engraved rock products done?

Our micro-sandblasting system allows us to blast through a template we have developed showing your desired text and graphics into a surface. This process results in a unique piece of art specified by you.

Are all the products offered on your site made by you?

No. Several of the products we offer on the site are made by our associate artists. In many cases, the artist will ship the ordered product directly to you or to your designated recipient. Every item is individually made, one at a time. No product we offer is mass manufactured.

PRODUCT ORDERING, SHIPPING, PAYMENTS & RETURNS

How can I place my order?

You can place your order on our website, by phone (206.241.9877), or by mailing your order with a check or money order to the address below. You will receive an order acknowledgement.
    Bing's Studio, Ltd.
    P.O. Box 48112
    Burien, WA 98148

What is the Order Process?

Our site will guide you through the process of placing an order. After you have toured our site and viewed the various product types and costs, select a product from the Product Category Pages or directly from the Price List. Through the order process, you select a stone/rock material and size, designate your text and preferred font, and pick out a graphic. We will use best design criteria to determine font size to provide the best visual look consistent with your specified text and graphics, and the shape, surface and size of the selected stone.

We think you'll find our standard graphics selections unique; we do not use ordinary clip-art.

Can I provide a picture, graphic, or image for engraving?

We will accept some graphics and images - please contact us with the specifics of your needs and details about the graphic or image. There will be an additional charge to customize a graphic or image. We will not engrave any copyrighted or trademarked logo or emblem unless you have written permission to use such an image, and you provide us with a copy of that authorization, and your written permission to use the copyrighted or trademarked graphic on the item(s) you purchase.

How do I send an image or graphic for orders requiring one?

Your order must be placed first. Once you place your order, you will receive an acknowledgement and an order number. Please reference your order number when sending us the image or graphic.

You can email your image or graphic in jpeg, gif, tiff, bmp, or wmf format to: orders@bingsstudio.com or mail the image or graphic to: Bing's Studio, Ltd., P.O. Box 48112, Burien, WA 98146. Because of distortion, we do not accept fax transmissions. Your artwork will be returned with your completed order.

Can I provide a paw print image of my pet for engraving?

We will accept a photograph of a paw, or you can send us a print image of your pet's paw (use a thick ink pad; we find Kiwi Black Leather Scuff Cover liquid shoe polish works well). Please follow the instructions on our downloadable form.

Can I provide you the rock and order engraving for that rock?

Because of the wide variety of rock and stone, and the fact that some rock and stone cannot be suitably engraved with our equipment, we cannot accept customer provided rock and stone.

Can I request specific layout and placement of the text and/or image?

Yes. On the Order Page, you can provide us your request in the text box entitled: SPECIAL INSTRUCTIONS. We will try to accommodate your requests. However, because of the different shape and imperfections of the rocks, and considering the rock size and amount of engraving you have ordered, it may not be possible to meet your requests. We will accommodate your request the best we can.

How long will it take to receive my order?

We will ship most "off the shelf" inventoried products within 3 days of receipt of order and payment. Engraved product orders will ship 7-12 days after receipt of order and payment. Rush shipments are available, please call or email to discuss options and pricing.

Note: We are an online business only so all orders ship directly to customers or to their gift recipient, even if you live within the vicinity of our business mailing address. There is no showroom or warehouse you can visit.

How does my order ship?

We normally ship all orders via USPS (United States Post Service) or occasionally via UPS (United Parcel Service). You can select the shipping carrier on the order processing pages.

Do you ship to Canada?

Yes, we ship to Canada. The rates will display during the order process.

Do you ship to other countries outside Canada and USA?

No, not at this time.

Will you ship my order to another person?

Yes, we will ship your order to another address, and a card expressing your thoughts can be included. There is a space in the ordering processing check-out page to provide your text.

What makes up the Shipping amount?

The Shipping charge includes the actual shipping costs, plus an amount to cover packaging materials.

What payment methods do you accept?

Visa, MasterCard, American Express Discover and Paypal are accepted. You can also mail in your order with a check or money order.

What if my order gets damaged?

All orders are insured. If you receive a damaged item, send us an explanation of what you did receive, along with a picture. After receiving your letter and picture, your order will be replaced free of charge.

What is your refund/return policy?

We strive to please every customer.

Engraved Product:

If an engraving mistake is made on our part (for instance a spelling error), we will replace the item at our cost, after receiving your full explanation of the problem and us verifying the mistake is ours.
If you are not completely satisfied with the engraved object we selected, and/or the layout of the engraving, please send us an explanation, and we will contact you to discuss your concerns.

Rock and Stone: Rock and Stone have natural flaws and imperfections, therefore, we cannot offer a refund or return based on the shape, color, or natural flaws and imperfections within the Rock or Stone itself. We cannot guarantee a newly ordered Rock or Stone will be a duplicate to a previous order.

URNS & Other Non-Customized Products: You may return a purchased product up to 30 days after shipping "no questions asked". The product must arrive here in good condition without significant damage, and we will refund you the full purchase price, including shipping charges. We will not refund your return shipping cost.

PET URN INFORMATION

What size urn do I need?

Base your urn selection on the weight of your pet (not their ashes). Generally speaking, every 8 pounds of pet requires 10 cubic inches of inside space, i.e. an 80 pound pet requires an urn with 100 cubic inches of space inside. Cremated remains (cremains) can vary in amount due to different cremation processes, temperature variations and the bone structure of the decedent. Buy an urn slightly larger than calculated to avoid having the urn be too small to hold all the ashes. Many people use the 1 to 1 ratio of Weight to Cubic Inches to ensure you purchase an urn that is the right size 99% of the time. For example:

Pet Healthy Weight (Pounds) Best URN Size (Cubic Inches)
35 35 or more
65 65 or more
90 90 or more
125 125 or more
165 165 or more

 

How do I transfer my pet's ashes into an urn?

Pet cremains are generally returned from the crematory in a temporary container made of plastic, cardboard, or metal. Inside that container the cremated remains should be contained in a plastic bag that has been fastened with a twist tie or other fastener. The bagged ashes of your beloved pet can then be easily transferred directly into the urn "as is". Use a new clean bag should you need to funnel or transfer the ashes into the urn through a narrow opening.

WEB SITE, SUPPORT & OTHER IMPORTANT ISSUES

Is your site secure?

Yes, our site is secure at checkout where the shipping/billing/payment information is entered.

What is your website privacy policy?

We value your privacy as much as we value our own privacy while shopping on the web. We will not sell or redistribute our customer information, including your email address, to any other source, except to our associate artists.

Tracking software is used to analyze traffic to our web site. This software does not create individual profiles of visitors. Unlike some tracking services, this tracking does not have a database of individual profiles for each visitor. It only collects aggregate data.

What are your customer support hours?

Personalized Customer Support is available during standard business days (M-F) and hours (9-5), Pacific time zone. If you communicate with us by email, or leave a voice message, we will respond no later than the next business day.

Tobacco smoke-free environment

All our handcrafted products are produced in a tobacco smoke-free environment. Our office, production and shipping facilities are also tobacco smoke free.

Marketing and Affiliate Partnerships

We are working cooperatively with various pet related organizations, including Veterinary Hospitals and Clinics, Animal Rescue organizations, Pet Breed organizations, Pet Service & Product Retailers, and traditional “crafts” retailers, to make our products known to their customers and members.

 

Our Marketing Partners typically display our marketing materials and products on site, and/or join our Affiliate Partners program. Our Marketing Partners can acquire products at a discount for gifting to a customer, or for resale to the public.

 

Our Affiliate Partners earn commissions from sales off the Solid Rock Memorials site generated by referrals from the Affiliate Partner's web site, blog, and newsletter.

 

Information about our Marketing Partners program is here. Information about our Affiliate Partners program is here.