Frequently Asked Questions FAQ
How will my kit be shipped?
Will customers in California face additional shipping costs?
Can you deliver my pallets to my backyard?
How long does shipping take?
I live on a gravel road or a road with limited access. What are my delivery options?
What Do I Do When My Freight Arrives Damaged or Incomplete?
Is all Shipping Free?
Is there a warranty?
Can I return my order for a refund?
Do you offer any discounts?
How will my kit be shipped?
Shipping is FREE in the Contiguous US*. Your order will be shipped as freight via an LTL carrier. Freight is not like standard carriers. Your order will be on pallets that weigh up to 2000 pounds each. A freight carrier will drop them CURBSIDE with a liftgate. Someone will need to be present to accept the shipment.
All shipments must be made on asphalt or concrete. We cannot deliver on gravel.
LTL carriers will deliver CURBSIDE only. The delivery drivers will have a pallet jack for you to move your order. Delivery drivers are not responsible for deliveries past the curb.
All orders are produced in the order they are received. Orders typically leave our yard in 7-10 working days. Once Your order ships, it can take an additional 5-10 working days to get to you.
You will be provided with updates on your order, as well as a tracking number once it ships. When your order lands at the final terminal, you will be contacted by dispatch to arrange a delivery time. Someone must be present for delivery.
Refunds will not be issued for order refusal due to the delivery method.
Will customers in California face additional shipping costs?
Due to higher freight costs for shipments to California, we’ve adjusted our shipping policy to ensure fairness for all customers. CA customers will likely require a shipping charge. This isn’t about singling out California but addressing the state’s unique shipping expenses. California freight rates have increased disproportionately compared to the rest of the US. We encourage California residents or any customer curious about shipping fees to contact us with their order details and ZIP code for a personalized shipping quote. This approach helps us maintain our commitment to offering high-quality products without raising prices across the board. For more information or to get a quote, please reach out to us directly.
Can you deliver my pallets to my backyard?
LTL carriers will deliver CURBSIDE only. The delivery drivers will have a pallet jack for you to move your order. Delivery drivers are not responsible for deliveries past the curb.
How long does shipping take?
All orders are produced in the order they are received. Orders typically leave our yard in 7-10 working days. Once Your order ships, it can take an additional 5-10 working days to get to you.
You will be provided with updates on your order, as well as a tracking number once it ships. When your order lands at the final terminal, you will be contacted by dispatch to arrange a delivery time. Someone must be present for delivery.
I live on a gravel road or a road with limited access. What are my delivery options?
If you live on a gravel road, you have a few options. Many customers will arrange delivery to a locally owned business. From there, you can pick up your pallets individually or have them delivered by a local vendor with that capability.
You can also make your delivery to a friend’s house that meets the requirements. You will be responsible for getting your material to your site.
You can always arrange to pick up the delivery at the nearest shipping terminal. There will be a window you must pick up your pallets. After several days, freight yards usually charge storage fees.
What Do I Do When My Freight Arrives Damaged or Incomplete?
What to Do When Your Freight Arrives Damaged or Incomplete
At Cornerstone Rocks, we take great care to ensure your products arrive in perfect condition. However, in the rare event that your shipment arrives damaged or incomplete, please follow these steps to ensure a swift resolution:
Inspect Immediately: Upon delivery, thoroughly inspect your shipment before the delivery driver leaves. Check for any visible signs of damage to the packaging or missing items.
Note the Damage: If you find any damage or missing items, make detailed notes on the delivery receipt (also known as the Bill of Lading). Be as specific as possible about the nature and extent of the damage or what items are missing. Do not sign the Bill of Lading without noting any issues, as signing it implies you have received the shipment in good condition, which limits our ability to file a claim.
Take Photos: Use your phone or camera to take clear photos of the damage. These images will be crucial for filing a claim with the shipping company.
Refuse Severely Damaged Items: If the damage is extensive, you may refuse the delivery of the damaged items. Make sure to note this on the delivery receipt and inform the driver.
Keep All Packaging: Retain all packaging materials, including boxes, pallets, and any protective wrapping, until the issue is resolved. The shipping company may need to inspect these items.
Report to Us Immediately: Contact our customer service team within 24 hours to report the damage or missing items. Provide us with your order number, a description of the damage, and any photos you’ve taken.
We Handle the Claim: We will file the claim with the shipping company on your behalf. Prompt reporting and documentation are essential for a successful claim.
Our Commitment
We understand that dealing with damaged or incomplete shipments can be frustrating. Rest assured, we are here to support you every step of the way. We aim to resolve the issue as quickly and efficiently as possible, ensuring you can continue your project without unnecessary delays.
Is all Shipping Free?
Shipping is FREE in the Contiguous US*
*In rare instances, free shipping is not available. There are a few remote places in the contiguous US that cannot accept direct shipment (Non-Direct Shipments). These are remote locations that are not near any shipping terminals. These locations require an extra third-party shipper to reach their destination. Therefore, we reserve the right to refuse free shipping to these destinations. You can elect to pay the additional expense of the third-party shipment or arrange pick-up of your materials at the nearest terminal. You probably know if you live in one of these locations, but we will inform you if your address fits in this category. We will not charge you without your consent.
Is there a warranty?
Kits do not come with a warranty. I don’t want to alarm you. We don’t sell a finished product. We only sell the materials and plans to build your kit. Though easy to build, people can modify the kit and could potentially build it in any number of ways that we cannot warranty. The materials are guaranteed to be complete and free from defects. Moreover, they are high-quality materials. Built properly and well-maintained, your kit will last for years.
Can I return my order for a refund?
Free shipping means shipping is included in the price. The cost of shipping freight is high. You may be able to return your order within 14 days of delivery. If you choose to do this, you will be responsible for paying for return shipping plus a 20% restocking fee. You will often get back less than half of your purchase price.
We do not want anyone to lose money on a purchase. Please be certain of your decision before shipping tons of material nationwide. There are all kinds of information available on this site. Contact us if you still have questions or can’t find what you are looking for. We will answer any questions you have.
You can cancel your order before shipment for a full refund. Special orders may incur cancellation fees.
Refunds will not be issued for order refusal due to the delivery method.
Do you offer discounts?
We are committed to providing every customer with the best possible price throughout the year, eliminating the need for sales events or promotional discounts. This policy even applies to periods like Black Friday.
Creating a significant hardscape feature, such as a fireplace, is an important decision that requires thoughtful planning. We respect that you may need to order materials according to your project timeline, and rest assured, our pricing policy ensures you will be able to do so.
Our commitment is to always offer the lowest price available at any given time. We understand how disappointing it can be to see a product you’ve purchased go on sale shortly after, and we want to avoid that scenario. We developed our approach to be transparent and fair to every customer.
Regarding Military/Public Service Discounts:
We are sincerely grateful for the service and dedication of our military personnel, first responders, police officers, and firefighters. Your commitment to protecting and serving our country is highly valued. We aim to honor this commitment by ensuring equality in our pricing, offering the same fair and low prices to all customers, regardless of their profession or service. This approach reflects our belief in equal opportunity and fairness for all.