Refund & Shipping Policy

Last updated 2026-10-08

Refunds and cancellations

The Page (no marker)

If you change your mind, email us within 30 days of purchase for a full refund, no questions asked. When it's refunded, the memorial page is removed and its QR card stops working, so download a copy from your dashboard first if you'd like to keep what you've added. After 30 days, purchases of The Page can't be refunded, except where the law requires it.

Engraved markers

Every marker is engraved for you, so it can't be resold. You can cancel for a full refund at any time before engraving starts. Your dashboard shows "Order received" until then and "Being engraved" once it has started. Once engraving has started, the order can't be cancelled.

Adding a marker to a memorial bought as The Page (an upgrade) works the same way: cancel before engraving starts and we'll refund what you paid for the upgrade. Your memorial page stays as it is.

Damaged, defective or wrong

If your marker arrives damaged, has an engraving fault, has a QR code that doesn't scan, or isn't what you ordered, email us within 14 days of delivery with your order number and a photo. We'll engrave a replacement or refund you in full, whichever you prefer. You won't need to send the marker back unless we ask.

Natural variations in the stone's colour, texture and edges are part of each marker and aren't defects. Wear from weather and outdoor conditions after delivery isn't covered either (see our Terms of Service for caring for a marker).

How refunds are paid

Refunds go back to the card or payment method you used. We send them within 5 business days of approving your request; your bank may take another 5–10 business days to show it. If tax was charged, it's refunded too.

Shipping

• Where: we ship engraved markers within Canada only.
• Cost: shipping is included in the price you see.
• When: your marker is made in up to 5 business days after you order, and delivery then takes up to 5 business days.
• Tracking: we email you a tracking number when it ships. Your dashboard also shows the order's progress.
• Your address: please check it carefully at checkout. If a parcel comes back because the address was wrong or incomplete, we'll contact you to arrange sending it again.
• Lost in transit: if the tracking hasn't moved for 10 business days, let us know. We'll trace it with the carrier, and if it's lost, we'll engrave and send a replacement at no cost.

The Page isn't shipped: the printable QR card is emailed to you straight after purchase, and you can download it from your dashboard at any time.

How to ask for a refund or report a problem

Email hello@mystorystays.ca with your order number (it's in your confirmation email). We'll reply within 2 business days.

Nothing in this policy limits your rights under Ontario's Consumer Protection Act, 2002, or other consumer protection laws that apply to you.