Frequently Asked Questions

All orders are processed as soon as possible after order confirmation and receipt of payment. Payment is required upfront because all stones are customised and can't be on-sold to recoup costs should there be a change of mind. Order and pay online, or contact me directly to discuss and place your order; I will issue an invoice which needs to be paid in full before production can begin. Once payment has been received, I will draft one or more designs and send them to you for review and acceptance, confirming the design, wording and colours. Once the artwork has been approved, please allow up to 10 business days for production and delivery (or up to 15 working days for bulk orders) Your stone will be delivered by courier and you will receive an email with the tracking information.

Unless otherwise requested, I use Eastern Greywacke Tumbled River Stone, due to it’s aesthetic shape, colour and smooth texture. Subject to availability, I also use South Island Beach Flat Schist and various Engineered Stone and Granite tiles which are recycled from kitchen benchtop offcuts. Bricks, tiles and other materials can also be engraved upon request and will become available as choices on this website over time. Please contact me to discuss your requirements. For more info, see the Stone & Colour Info page from the Site Menu.

Everyone says they go the extra mile for their customers, but I would hope in my case that it’s actually true. I use abrasive sandblasting to engrave my stones and I believe my creations are different and more creative than anything else offered by New Zealand companies using the same method. Some of my Signature features include: I use a greater surface area of the stone. I offer more highly detailed designs I offer more creative designs I offer a choice of generic or tailored designs to the information provided, such as pet personality I offer pet paw replication on stone I use a wide range of beautiful metallics and colours I’m the first in NZ to offer custom engraved Glow-in-the-Dark stones I offer more stone sizes I offer different price ranges to suit your budget If you need help, I work with my customers every step of the way I offer free video consultations I gift wrap every stone for free

Oh no, thank you for picking that up! If you can let me know what the problem is, I will get that fixed as soon as I can. You can contact me through my Contact page or email sales@handcarvedrocks.co.nz.

All products are hand or custom engraved, thereby Hand Carved Rocks cannot offer refunds for change of mind, incorrect sizing choices, or incorrect inscriptions, which are approved by the customer prior to production. Stone types, sizes, dimensions and colours, are stated on this website and also within the customer ‘Artwork Acceptance form’, which is a mandatory component of the order and production process. It is the customer’s responsibility to review and ensure the delivery address and all information to be engraved is correct, before notifying of their approval to proceed. To protect both the customer and Hand Carved Rocks, all order information and subsequent changes prior to production must be recorded, received and confirmed in writing. For giftware purchases, it is understood the customer has read and accepted the relevant stone specifications, font and colour choices prior to placing the order, and accepts there is no refund available for change of mind or incorrect purchases after the products have been dispatched. If the giftware has not yet been couriered, purchases can be refunded via the same purchase payment method. Please allow up to 10 business days for the bank to process. Your order will be handled and packaged with the utmost of care to minimise any potential damage during transit. In the event your order has been damaged during shipping, please retain and return your order to it’s original packaging and contact us for further instruction. We will require the item(s) to be returned to us in its original packaging and will organise collection by courier. The damaged item(s) will be assessed, and solutions discussed with you, which may include a possible replacement of the product or a refund of the relevant purchase amount. Hand Carved Rocks reserves the right to reject a returned product for replacement or refund, if we conclude any damage has been caused by the customer after delivery and receipt of the product. It is the customers responsibility to notify us within five (5) days of receiving the damaged goods. All notifications after this period will be considered void. Further information can be found in the site Terms & Conditions.

Having trouble accessing any of my social media accounts? Some people have problems accessing links from their mobile phones (especially facebook). Here are the full URL addresses for my social media. FACEBOOK (handcarvedrocksnz) https://www.facebook.com/handcarvedrocksnz TWITTER (handcarvedrock) https://twitter.com/handcarvedrock INSTAGRAM (handcarvedrocksnz) https://www.instagram.com/handcarvedrocksnz PINTEREST (handcarvedrocks) https://www.pinterest.nz/handcarvedrocks

I offer two types of imagery for custom stones, depending on whether you choose my Classic or Signature range. You can see examples of these on my home page. The Classic range consists of simple or silhouette imagery. The Signature range consists of more detailed and intricate imagery. I have a large range of representative imagery and artwork that I can use. Simply let me know your preferences during the order stage. If you are unsure about what image to use or what may be appropriate, I can discuss possible options and confirm this with you during the artwork design phase. For all custom stones, you will get the opportunity to review and approve the artwork prior to production.

Yes, this is a nice touch. Simply email me a good high quality, non-blurry photo of your pets paw print. There are a few ways you can do this. 1) Using nontoxic waterbased paint (any colour but darker is better), brush the paw pads and apply to white paper. Take a photo. 2) Combine cornstarch and water using a 2:1 ratio. Add 3 drops of pet-safe natural food colouring and mix well. Brush the paste onto the paw pads and apply to white paper. Take a photo. 3) If there are muddy paw prints outside that clearly outline the paw, this can also be used. Take a good, close up photo. Photos can be emailed to sales@handcarvedrocks.co.nz

I engrave using abrasive sandblasting. Using this method, it is not possible to replicate photographic detail, especially for pets of uniform colouring. The best that can be achieved, is a stylised rendition. To retain enough detail for your pet to be distinguishable, I can only offer to attempt this service for Medium, Large or Extra Large custom stones. You are welcome to send a photograph of your pet for review and I will see what is feasible. Regardless of the outcome, I always try to use an image that matches your pet as closely as possible; seeing a photo of your pet helps me do this. Please email your photos to sales@handcarvedrocks.co.nz

I can certainly try! Please email your design to sales@handcarvedrocks.co.nz for my review and I will advise if it’s feasible. Please note that very fine detail isn’t always possible and the best that can be achieved, is a stylised rendition. For the best results, the thicker and bolder the design, the better.

This depends on the size of the stone, the font used, and if any image is included in the design. As a general rule of thumb, the less lettering the better, especially on smaller stones. I advise the character limit for smaller stones on the product page for that stone. You can also view examples in my Gallery. Larger, bolder fonts are more legible, easier to read and produce a better quality inscription, but the compromise is less room for text on the stone. Upon receipt of order, I will review your requested messaging and discuss alternative solutions with you if I believe there might be an issue. You will then get the opportunity to review and approve the artwork prior to production.

I am happy to help in any way I can. Memorials are very personal; perhaps a favourite quote or joke of your passed loved one, or perhaps no words at all, if their memory can instead be portrayed in an image which reflects their personality. When words are needed, here are some suggestions to get you started: In Loving Memory ~ Always in my Memory ~ Forever Missed ~ Always Missed ~ Always Loved ~ Loved & Missed ~ Forever Loved ~ Never Forgotten ~ Always Nearby ~ Always in my Heart ~ Loved & Remembered ~ Remembered Friend ~ Loved Companion ~ Missed Companion ~ Faithful Companion ~ Always Remembered ~ Forever in my Heart ~ A Life Well Lived ~ My Best Mate ~ My Best Friend ~

The glow colour is Green, which is the brightest of all the glow-in-the-dark colours. In daylight, the paint appears off-white in colour. Glow in the Dark paint needs ‘charging’ to activate it. Place the stone in direct sunlight for 5 minutes or by an ordinary 60 watt lamp for about 30 minutes. GLOW INTENSITY AND DURATION Most people who are unfamiliar with glow material have unrealistic expectations of how it performs. When fully charged, all glow products will produce a very bright afterglow for a short time, levelling off to a moderate level of brightness, and then slowly dimming over the remainder of their glow duration. For most commercial products this happens in less than 2 hours. The state of the art glow paint that I specially import will remain visible in darkness for up to 30 hours. It has a brighter and longer lasting glow than what is commercially available in New Zealand. Alternatively, the paint will glow at full intensity without dimming, as long as a UV (black light) is shining on the paint. HUMAN GLOW PERCEPTION Once human eyes are ‘dark adapted’, they become 1,000 times more sensitive to light. This takes about 10 to 15 minutes of being in total darkness. Glow paint is clearly visible in total darkness from when your eyes are dark adapted. If you immediately move from a bright environment into a pitch dark room, you may not see low level glow effects until your eyes fully adjust to the darkness.

Stone is a hard and durable natural resource which can generally be handled with little concern. However, stone can also crack or chip under impact, extreme heat, or naturally through unseen hairline fractures and fissures. These could split the stone if dropped. As stone can be quite heavy, please wear protective footwear and use both hands if carrying larger stones and always protect surfaces from accidental scratching. Stone is a porous substance. If handling your stone with greasy fingers from food, skin lotion, makeup or other oils, this may leave fingerprints or residue marks on the stone. Your stone may absorb moisture in the air and on occasions look darker. Subsequently, the drier the air, the lighter the stone will appear. If you have ordered an engineered stone tile which is light of colour, I recommend to place this indoors and away from sources of strong heat like a fireplace mantel. Engineered stone contains resins which may discolour over time if placed in direct sunlight outside or next to a heat source.

Lightly dry dust and clean the paint using a damp cloth and/or with gentle water immersion. The surrounding stone can be cleaned using the same method or with a cloth or scrubbing brush and hot soapy water for more heavily soiled stones. Care should be taken to not harshly scrub the paint, or use citrus, vinegar or chemical substances containing paint thinners. Stubborn grease and oil marks can be removed with all-purpose thinners, taking extreme care to avoid making contact with the paint. Apply the thinners to a cloth and rub the area clean. Do not pour/apply the thinners directly on the stone. For soiling that is very close to the paint, more controlled cleaning can be achieved using a toothpick wrapped in cloth or folded paper towel, lightly dipped in the thinners (not saturated with it), and slowly applied.

My stone creations are designed to be placed either inside or outside of your home. Unless otherwise specified, the paint used is exterior enamel. Although it is classed as weatherproof, continual exposure to harsh sunlight and the elements will gradually degrade the paint and shorten its effectiveness and lustre. Therefore, if you wish to place your stone outside, I recommend a sheltered position to extend the shelf life of the paint. I do not recommend using a sealer on the stone, as this will significantly dull the painted finish, making the gloss look matte.

Sadly no. I apologise that I can’t offer international orders or shipping at this time. The weight-related shipping costs are too expensive.

The courier company I use is able to ship to all locations, rural and metropolitan, within the North and South Islands. However, at this time, they are unable to deliver to the Hauraki Gulf Islands (such as Waiheke Island), Stewart Island or Chatham Island. Please contact me for an alternative shipping quotation.

All orders are shipped via tracked courier and rates vary between the North and South Islands. For normal purchases, the largest size stone of the order determines the size of the box and therefore the rate applied. If ordering more than one Large or Extra Large stone, shipping charges will apply to each stone as they are too heavy to ship in the one box. Shipping rates for bulk orders will be quoted. NORTH ISLAND RATES: Mini $7.95 ~ Small $13.80 ~ Medium ~ $16.25 ~ Large ~ $19.55 ~ Extra Large $26.75 SOUTH ISLAND RATES: Mini $8.15 ~ Small $16.65 ~ Medium ~ $20.50 ~ Large ~ $26.55 ~ Extra Large $38.35 All prices are subject to change, according to the rates set by the courier company. At this time, the company used is unable to deliver to the Hauraki Gulf Islands (such as Waiheke Island), Stewart Island or Chatham Island. Please contact me for an alternative shipping quotation prior to placing an order.

All stones are wrapped and securely packaged for transport. In an effort to reduce environmental impact, I re-use clean packaging material whenever possible. Your stone will be couriered to you via ‘Pass The Parcel’ Home Delivery Service, which utilises the courier services of Post Haste, Castle Parcels, Now Couriers and New Zealand Couriers in their network. A parcel tracking email will be sent to you.

Your order will be completed in the quickest turnaround time I can manage. Once the design artwork has been confirmed and accepted, please allow up to 10 business days for delivery of your stone. This allows for stone production, painting and curing time, plus fulfilment of order backlogs. Please also allow an extra day for deliveries to rural & South Island locations. For wedding packages, bulk or large custom orders, please allow up to 15 business days for delivery. Should there be any known delays, I will keep you informed. Please also be patient with our courier network while they cope with staff shortages and additional workload due to the pandemic. For a short time, all giftware stones will be Made to Order. Please allow up to 10 business days for delivery. As this is a new business, I need time to manufacture my giftware stock levels. Thank you for your patience and understanding in this.

A local pickup option within Wairoa (4108) township is available for anyone wanting to save on courier costs. You will be advised when your order is ready for collection and supplied with a street address. You will be required to sign for collection of your order. A local delivery option is not currently available but can be pre-arranged in special circumstances.

I package my creations with the utmost care to minimise any potential damage during transit. If the stone has been damaged during shipping, please return it to the original packaging it came in, and contact me as soon as possible for further instruction. I will organise for a courier to collect and return the stone for assessment and relevant options will be discussed with you. Please also see the Returns and Credit Policy.

The majority of my creations are customised to individuals, so these cannot be re-sold if a customer no longer wants the product or changes their mind. Therefore, I do require payment in full prior to design and production, to ensure my time and business costs are covered.

Yes. I can offer discounted rates for large orders or stones that are ordered on a regular basis. Some examples of these may be a large order for business giveaways and promotions, giftshop supplies, or ongoing loyalty orders from zoos or pet organisations such as cat and kennel clubs etc. I also offer already discounted name stones for wedding favours and other events. Please contact me to discuss your requirements and request a tailored quotation.

I accept payment online via all major debit and credit cards, and bank transfers. For manual orders, an invoice will be issued. As custom orders cannot be re-sold, all orders must be paid in full prior to the commencement of works. Artwork design will commence once payment is received. An AfterPay option will be available soon.

All custom stone purchases are non refundable, as they cannot be re-sold. Please take the time to review the various options on offer and have firm decisions made prior to placing an order. If in doubt, I am happy to help with any questions and concerns. For giftware that has already been couriered, the purchase is non-refundable. Please ensure you are aware of the approximate size and colour choice of the items prior to purchase. These are stated on the product page. If the giftware has not yet been couriered, purchases can be refunded via the same purchase method. Please allow up to 10 business days for the bank to process. Please also see the Returns & Credit Policy

GIFT CARDS e-Gift Cards are available to purchase from the online store and are only redeemable at this website. After purchase of an e-gift card, the customer will receive an email confirmation of the purchase and the nominated recipient will receive the e-gift card via email, with a redemption code. E-gfit cards can be used to purchase any items offered in the Hand Carved Rocks range. Depending on the value of the card, they can be redeemed at the checkout page for the full or partial payment of an order. If the price of the sale is worth more than the value of the card, recipients can pay for the remaining cost using the regular payment methods offered. Any remaining balance cannot be refunded but can be used towards another purchase. At this time, the facility for a recipient to check the remaining card balance online is unavailable. Recipients can contact me to have the remaining card balance information emailed to them. E-Gift Cards are valid for a period of 12 months from the date of issue and are not redeemable for cash. All E-Gift card purchases are final and cannot be exchanged, returned for credit or refunded. All purchases are the responsibility of the customer. If the e-gift card has been used, either partially or in full, it cannot be refunded. GIFT VOUCHERS Gift vouchers for specific stone creations are periodically offered and are redeemable to the stone described. After purchase, the vouchers will be manually emailed to the customer and/or recipient. If the voucher includes standard courier shipping within New Zealand, it will be stated on the voucher terms. Gift vouchers can be redeemed by entering the Voucher Promo Code at the checkout page or making contact with Hand Carved Rocks and providing the promo code supplied with the voucher. The code on the voucher can only be used once. Gift vouchers are valid for a period of 12 months from the date of issue and are not redeemable for cash. Any unused monetary balance of a voucher cannot be refunded. Gift vouchers cannot be used with any other sale or promotion. If a recipient declines to accept the voucher, a refund of the purchased gift voucher amount can be credited to the original purchaser account within 10 business days. This transaction may be subject to an administration fee. If the voucher has been used, either partially or in full, it cannot be refunded.