Customer service and product is fantastic, however, i feel that the amount of time to make the stones is a little longer, especially given the sensitivity around what they are for. I called them 3-weeks after I ordered and had approved (which they do say it can take 21-days) ... but they were saying it was going to take an additional 2 weeks before it would be sent ... I understand Christmas and all, but waiting 5 weeks for a memorial stone is just a little too long ... having said that, when I spoke to the team, they were incredibly lovely and put a rush on getting the stone out to us, which I was grateful for.