FAQ

You should care for your natural stone products by wiping them with a damp microfiber towel, and avoid acidic or abrasive cleaners to prevent etching or dulling the surface.

No, our products do not come with a warranty. Because each piece is handcrafted from natural stone, variations in color, tone, size, veining, texture, and overall shape are completely normal and expected. These natural characteristics are not considered defects, but part of the uniqueness of every item — which is why we do not offer warranties on our products.

If the product you want is out of stock, you may be able to pre-order it, but it must be paid for at checkout. Since not all items are available for pre-order, please email or text us for delivery times (as they may vary) and additional details before completing your order.

Because our pieces are handcrafted from natural stone, each item will naturally vary in color, tone, veining, texture, shape, and size. These differences are part of the stone’s authentic character and are expected, which means the piece you receive will not look identical to the photos on our website — each one is truly one of a kind.

Yes! Many of our pieces are made using leftover or reclaimed stone, giving new life to high-quality materials that would otherwise be discarded.

Yes — we offer gift-wrapping materials for a small additional fee, and they will be included in your package for you to assemble upon arrival. If you'd like to include a handwritten note, just add your message in the order notes at checkout — this service is free of charge.

Our marble pieces can be used for dry foods such as fruit, bread, nuts, cheese, or small snacks. We recommend avoiding prolonged contact with acidic foods like lemon or vinegar, as they can damage the natural stone surface.

You can contact us by emailing contact@shopzapstone.com, or by WhatsApp/text at +1 (350) 224-7879. Assistance is available in both English and Spanish, Monday to Friday from 9:00 AM to 6:00 PM.

If you haven’t received a reply yet, don’t worry — you can also reach us directly by WhatsApp/text at +1 (350) 224-7879. Assistance is available Monday–Friday from 9:00 AM to 6:00 PM in both English & Spanish.

If you’re interested in selling our products, you can contact us through the same channels as our customer support — email us at contact@shopzapstone.com or reach out via WhatsApp/text at +1 (350) 224-7879.

Yes, we do! You can send us a reference photo along with your preferred size, stone color, and any other details for a quote and production time. Please keep in mind that natural stone varies in tone, texture, and pattern, and each piece is handcrafted, so the final product will not be exactly the same as the picture and measurements may vary slightly. To start a custom order, contact us by email at contact@shopzapstone.com or via WhatsApp/text at +1 (350) 224-7879.

We accept PayPal, all major credit cards, debit cards, and other secure payment options available at checkout.

Yes, you can request an invoice for your order.

Yes, you can cancel your order as long as it has not been shipped out yet.

That depends on your bank — once we process the refund, it usually takes 3-14 business days for it to show up, depending on your card issuer.

No, returns are not free — the customer is responsible for paying the return shipping back to us.

No, we do not offer cash on delivery. All online orders must be paid through our available payment methods, which include major credit/debit cards and other secure digital payment options at checkout.

However, we do accept cash at our in-person pop-ups and expos, so feel free to follow us on Instagram to stay updated on upcoming dates and locations

We fulfill and ship orders that are in stock within 2–3 business days, but the carrier’s delivery time after that is entirely outside of our control and may vary depending on their schedule and conditions.

If you are not satisfied with your purchase, you may return any unused item(s) within 48 hours of delivery for a refund. Returns requested after the 48 hour window period will not be accepted. You must contact us first to receive approval before sending anything back. Customers are responsible for return shipping costs and must ensure the item is sent back in its original condition and with the packing slip. Please note that all original shipping fees are non-refundable.

We offer shipping throughout the entire USA.

Yes, you can track your order — a tracking number will be provided once your package has shipped.

No, we do not offer free shipping — however, we occasionally run promotions that may include discounted or free shipping. You can follow our social media pages to stay updated on upcoming offers.

You can report any issue with your order by contacting us at contact@shopzapstone.com or through WhatsApp/text at +1 (350) 224-7879 Monday–Friday from 9:00 AM to 6:00 PM in both English & Spanish.

If your order appears lost during transit, please contact us so we can assist you. You will need to file a claim directly with the carrier, and once they complete their investigation, we can offer a refund or a replacement depending on the outcome of the claim.

If your order arrives damaged, you must first reach out to us for return approval. Please email clear photos of the item and packaging to contact@shopzapstone.com or contact us via WhatsApp/text at +1 (350) 224-7879 within 48 hours of receiving your order. Once reviewed, we will arrange either a replacement or a refund.

If your order doesn’t arrive on time, please note that delivery delays are fully handled by the carrier and are outside of our control. Once a package is shipped, transit times can vary due to factors such as weather, carrier delays, customs checks, or high-volume seasons. While we can help you track the shipment, we cannot guarantee or influence their delivery schedule.

If you’re missing an item, you have 48 hours to contact us with your order details. If the mistake was on our end, we’ll send the missing item to you free of charge.