Shipping Policy

At StonesDirect.com, most orders ship directly from the supplying manufacturer, quarry, warehouse or distribution facility to the delivery address provided with your order.

We offer a range of natural and manufactured building, landscaping and architectural products. Shipping requirements vary considerably by product, quantity, weight, dimensions, delivery location and transportation availability.

Please review the following requirements carefully before placing your order. If your delivery location has access restrictions or you are uncertain about unloading requirements, contact us before ordering.

1. Order Processing and Lead Times

Most orders are reviewed and submitted to the supplying facility within approximately 1–2 business days after the order and payment have been confirmed.

Order processing, supplier production, order preparation, transportation arrangements and delivery are separate stages of fulfillment.

Typical lead times range from approximately 1 to 4+ weeks depending on product availability, supplier schedules, order size, season, destination and carrier availability. Special-order, made-to-order or custom-processed products may take longer.

Certain destinations may be difficult to service due to limited carrier availability, shipment characteristics or regional freight conditions. Securing transportation may take additional time after the order is ready to ship, and freight rates may fluctuate.

If timing is important to your project, please contact Stones Direct before ordering for the best available lead-time estimate.

All production dates, shipment dates, transit times and delivery dates are estimates unless Stones Direct has specifically agreed otherwise in writing.

Delivery estimates are not guaranteed. An ordinary delay does not, by itself, establish a right to reimbursement of project expenses or other consequential costs, except where otherwise agreed or required by applicable law.

Where an order cannot be shipped within an applicable promised or legally required timeframe, Stones Direct will provide any required notification, obtain consent to a delay where necessary, or arrange an applicable cancellation and refund.

2. How Your Order Will Ship

Orders may ship using parcel delivery, Less-Than-Truckload (LTL), Truckload (TL) or specialized freight transportation, depending on the product and shipment requirements.

Stones Direct determines the appropriate shipping method based on shipment weight, dimensions, pallet configuration, destination, carrier requirements and available equipment.

Smaller shipments may qualify for parcel or LTL service. Larger shipments, unusually heavy pallets or products that cannot safely be handled using standard LTL equipment may require Truckload or specialized transportation.

Pallet sizes, weights and packaging configurations vary by supplier and product.

If you require a specific maximum pallet weight or have limitations on the unloading equipment available at your delivery location, you must advise Stones Direct before the order is processed.

Dividing pallets, changing packaging configurations or arranging alternative transportation may not be possible for every product and may involve additional charges.

Requirements specific to commercial freight transportation apply only where those delivery methods are used.

3. Delivery Location and Truck Access

Freight shipments are delivered using commercial transportation equipment, which may include straight trucks, tractor-trailers or trailers up to approximately 53 feet in length.

The customer is responsible for ensuring that the delivery location can safely and legally accommodate the vehicle and equipment required for delivery.

You must advise Stones Direct of any relevant access restrictions before shipment, including:

  - Narrow roads or tight turns.

  - Steep grades or unsuitable ground conditions.

  - Low branches, overhead wires or other height restrictions.

  - Road or bridge weight restrictions.

  - Gated entrances, private roads or restricted-access properties.

  - Construction-site restrictions or limited receiving hours.

  - Any other condition that could interfere with commercial freight delivery.

Residential delivery does not guarantee that a smaller truck will be available.

The carrier and driver retain final discretion regarding whether a location can be safely accessed. Drivers are not required to enter driveways or properties they consider unsafe or unsuitable for their equipment.

If the delivery location cannot accommodate the required equipment, alternative arrangements may be necessary and additional charges may apply where the issue results from incomplete or inaccurate customer-provided information.

If you are uncertain whether your location is suitable for freight delivery, please contact us before ordering.

4. LTL and Liftgate Deliveries

LTL deliveries are generally curbside freight deliveries. They do not include product placement, installation or jobsite handling.

Where liftgate service has been arranged and confirmed, the driver will normally lower the pallet from the truck to ground level at a location that can be safely serviced.

Liftgate service does not guarantee movement of the pallet beyond the vehicle or placement at a customer-selected location.

Pallet jacks require a firm, level, hard surface such as concrete or asphalt. They generally cannot operate safely on gravel, grass, soil, mud, loose stone, steep slopes or other soft or uneven surfaces.

Liftgate service does not include moving products to backyards, garages, storage areas, construction staging locations or other requested areas of the property.

Liftgate availability is subject to the weight and dimensions of the pallet and the capacity of the carrier's liftgate and pallet-jack equipment.

As a general planning guideline, pallets intended for liftgate delivery should not exceed approximately 2,000 lb. This is not a guaranteed carrier capacity or confirmation that a particular pallet qualifies.

If a pallet cannot be safely handled using a liftgate, the shipment may need to be divided into smaller pallets, transported using different equipment or converted to Truckload service.

Additional charges may apply, and available alternatives will be reviewed before dispatch where reasonably possible.

5. Truckload Deliveries

Truckload shipments generally require the customer to unload the freight from the trailer.

Customers must have suitable unloading equipment available when the truck arrives, such as a forklift, loader or other machinery capable of safely handling the confirmed pallet weights and dimensions.

A qualified operator must also be available.

Unless specifically agreed otherwise, the driver is not responsible for supplying unloading equipment, manually unloading products or providing full unloading services.

Any specialized unloading assistance must be arranged and confirmed before shipment.

If you are uncertain about the equipment required, contact Stones Direct before delivery. Available pallet information can be provided to assist with unloading arrangements.

Failure to provide suitable unloading equipment or personnel may result in detention, failed-delivery, redelivery, storage or return-freight charges.

6. Delivery Appointments and Timing

Commercial freight deliveries do not operate like standard parcel deliveries, and exact arrival times cannot normally be guaranteed.

Delivery appointment service is included in our standard freight arrangements, with the applicable accessorial cost incorporated into the shipping price.

However, appointment availability and scheduling remain subject to carrier operations and route restrictions.

Where formal appointment service is available, the carrier or dispatch team will normally contact the receiving party to arrange or confirm delivery.

An appointment generally establishes an estimated delivery window rather than a guaranteed arrival time.

Formal appointments may not be operationally available for certain short-distance, specialized or restricted freight routes. Customers receiving shipments on these routes may be required to provide reasonable scheduling flexibility.

A carrier may also telephone before delivery as a courtesy. Such communication does not necessarily constitute a guaranteed appointment.

You or an authorized representative must be available to receive the shipment unless unattended delivery has been expressly approved by Stones Direct and the carrier.

Customers must provide accurate contact information and respond promptly to reasonable delivery scheduling requests.

7. Freight Rates and Accessorial Charges

Shipping rates are calculated or quoted based on the information available when an order is placed, including delivery location, shipment characteristics, access requirements and requested delivery services.

Freight rates may be subsidized by Stones Direct and may not represent the carrier's full transportation cost.

For applicable U.S. freight arrangements, the following estimated accessorial charges may apply unless already included in the confirmed freight rate:

  - Residential delivery: $100 USD.

  - Limited-access delivery: $75 USD.

  - Liftgate service: $125 USD.

These amounts are estimates based on typical carrier charges and are not guaranteed rates.

Actual charges may vary by supplier, carrier, destination, shipment characteristics and required equipment. Canadian deliveries and specialized shipments may use different charges or billing currencies.

More than one accessorial may apply to the same shipment.

A location may be classified as limited access based on its characteristics, including certain construction sites, remote or restricted locations, gated properties and other facilities where normal commercial freight access is limited.

Appointment-related costs are incorporated into standard freight pricing, although exact arrival times and formal appointments cannot be guaranteed on every route.

Additional carrier charges may apply for services or circumstances not included in the original freight calculation.

Shipping estimates are based on available freight-market rates and may change before the shipment is dispatched.

If underlying freight costs materially change before dispatch for reasons unrelated to inaccurate customer information, Stones Direct will advise the customer of the proposed revised charge and seek approval before proceeding at the new rate.

Where revised terms cannot be agreed upon, Stones Direct will review available transportation alternatives and applicable cancellation or refund options, subject to governing law.

Customers are responsible for providing complete and accurate delivery information when ordering.

Additional charges assessed because a residential address, limited-access location, liftgate requirement, unloading restriction or other delivery condition was not disclosed may be charged to the customer after ordering or delivery, where legally permitted.

Such charges will reflect applicable, reasonably incurred carrier or supplier costs and will be supported by available documentation.

8. Customer Responsibilities at Delivery

The customer or authorized receiving party is responsible for being prepared to receive the shipment.

This includes:

  - Ensuring the delivery location is safely accessible.

  - Having any required unloading equipment and qualified personnel available.

  - Providing accurate contact information.

  - Responding promptly to carrier appointment requests.

  - Having an authorized receiving party available when required.

The customer is also responsible for ensuring that the delivery location is reasonably clear of snow, ice, vehicles, construction materials and other obstructions that could prevent safe delivery.

For Truckload shipments, unloading must begin promptly after arrival and should be completed within the carrier's permitted unloading period whenever reasonably possible.

Drivers should not be expected to perform unloading services that have not been specifically arranged.

9. Failed Delivery, Redelivery, Storage and Detention

Additional charges may apply when delivery cannot be completed because of circumstances within the customer's reasonable control or because delivery information provided to Stones Direct was incomplete or inaccurate.

Examples include:

  - The receiving party being unavailable for an agreed delivery appointment.

  - Required unloading equipment or personnel not being available.

  - An unsafe or inaccessible delivery location.

  - Undisclosed residential, limited-access or other receiving restrictions.

  - An unauthorized refusal of the shipment.

Additional carrier charges may include redelivery, storage, detention, reconsignment, return freight or specialized handling.

Typical estimated charges may include:

  - Redelivery: Approximately $450 or more.

  - Storage: Approximately $100 per day.

  - Detention: Approximately $100 per hour after the carrier's applicable free unloading period.

These figures are estimates only. Actual amounts, billing currency and permitted free unloading time vary by carrier and shipment.

Where a carrier assesses additional or higher charges resulting from a customer-caused delivery issue, the applicable and reasonably incurred charges may be passed through to the customer, subject to applicable law.

If delivery cannot be completed, the shipment may be held at a carrier terminal, redirected, rescheduled or returned to the supplying facility.

Return freight, redelivery, storage, reconsignment and other related costs caused by customer or site conditions are the customer's responsibility where legally permitted.

Customer charges under this section do not apply where the failed delivery was caused solely by an error by Stones Direct or the carrier.

10. Delivery Address or Service Changes

Please review your shipping address, contact information and delivery requirements carefully before submitting your order.

Changes requested after dispatch may result in reconsignment, address-change, storage, redelivery or other carrier fees.

Changing the destination may also affect the freight rate, delivery schedule, carrier selection or required delivery equipment.

Stones Direct will review requested changes with the carrier, but changes cannot be guaranteed once a shipment is in transit.

Additional transportation charges reasonably incurred as a result of approved customer-requested changes are the customer's responsibility, subject to applicable law.

11. Inspecting Your Shipment

Customers or their authorized representatives should inspect the shipment before signing the carrier's delivery receipt.

At minimum, verify the number of pallets or packages received and inspect accessible portions of the shipment for visible damage.

If visible damage, shortages or other apparent discrepancies are identified, clearly describe the issue on the delivery receipt before signing.

Do not sign a clean delivery receipt when visible freight damage or shortages are present.

Please take clear photographs showing the overall shipment, pallets, packaging, shipping labels and any affected products.

Where possible, photographs should be taken before material is moved or unpacked.

Some damage may be concealed beneath packaging and cannot reasonably be identified during delivery.

Customers should unpack and inspect their products as soon as reasonably possible after receipt and report concealed damage promptly after discovery, preferably within 48 hours of delivery.

This recommended timeframe is not an absolute deadline that automatically eliminates otherwise valid claims or statutory remedies.

A clean delivery receipt may complicate a carrier claim but does not automatically eliminate remedies for concealed damage, incorrect products or other fulfillment errors.

Please retain affected products, pallets, packaging and shipping documentation until Stones Direct has reviewed the issue.

12. Refusing a Shipment

Customers should not automatically refuse a shipment because a pallet or its packaging appears damaged.

Where delivery can be completed safely, visible damage should normally be documented on the delivery receipt and photographed so Stones Direct can determine the appropriate resolution.

If the shipment is substantially damaged, products cannot be safely unloaded, materially incorrect products appear to have been supplied, or another legitimate reason for refusal exists, please contact Stones Direct before refusing whenever reasonably possible.

Customers are not required to accept or unload freight where doing so would create an immediate safety risk.

An unauthorized refusal for reasons unrelated to confirmed shipping damage, incorrect products, a Stones Direct shipping error or another legally valid reason may result in return freight, storage, redelivery and related charges being assessed to the customer, subject to applicable law.

Refusing a shipment does not automatically cancel the underlying order or establish refund eligibility.

Any applicable refund or cancellation will be evaluated under our Refund Policy and governing law.

13. Damaged, Missing or Incorrect Products

If products arrive damaged, quantities are missing or incorrect goods have been supplied, contact Stones Direct promptly with your order number, photographs and details of the issue.

For transportation arranged by Stones Direct, we will coordinate the appropriate review with the supplier, carrier or other responsible party.

Customers are not normally required to manage freight claims directly with a carrier selected and arranged by Stones Direct.

Please retain affected products, pallets, packaging, labels and shipping documentation while the issue is investigated.

Do not dispose of, alter or install disputed products before contacting Stones Direct where reasonably practicable.

Product characteristics and acceptable variations depend on the materials purchased.

Natural materials: Natural stone and other naturally occurring materials may exhibit inherent differences in colour, texture, veining, pattern and surface appearance.

Manufactured materials: Concrete, porcelain, composite products, manufactured veneer and other manufactured goods may exhibit production-related variations or tolerances described in the applicable product specifications.

Ordinary material variations and disclosed manufacturing tolerances are not, by themselves, evidence of freight damage or a defect.

However, incorrect products or goods that materially fail to conform to the confirmed order or applicable product specifications will be reviewed accordingly.

Customers should verify product identity, dimensions, finish, quantities and other relevant specifications before installation.

Certain oversized, fragile or specialized products may require additional transportation, handling or transit-risk arrangements. Any such requirements must be separately disclosed and agreed upon as applicable, subject to governing law.

Where customers independently arrange and contract their own transportation, responsibility for damage occurring during that transportation may differ from shipments arranged by Stones Direct.

Nothing in this section makes a customer's legal remedies solely dependent on whether a carrier approves a freight claim.

14. Cancellations and Restocking

Many products are sourced, allocated, manufactured, processed, packaged or otherwise prepared specifically for individual orders.

Standard customer-requested cancellations must be submitted within 24 hours of order placement to qualify for the ordinary discretionary cancellation window.

After 24 hours, cancellation is subject to approval by Stones Direct and the applicable supplier. Approval is not guaranteed, particularly once order processing, production or fulfillment preparations have begun.

Sample orders become final sale once processing has begun with the supplier, even if the sample has not yet shipped, except where applicable law requires otherwise.

Certain products may also be subject to separately disclosed special-order or custom-production restrictions.

Approved discretionary cancellations may be subject to applicable payment-processing charges, supplier restocking fees and other permitted costs.

Detailed cancellation eligibility, charges and refund procedures are governed by our Refund Policy.

Nothing in this section limits cancellation or refund rights required by applicable law, including rights arising from qualifying shipment delays.

15. Returns and Refunds

Stones Direct does not routinely accept returns for change of mind, project changes, customer ordering mistakes or dissatisfaction with product characteristics that conform to the applicable specifications.

An exceptional return may be considered when the supplying manufacturer, quarry, distributor or other supplier agrees to accept the products and the customer accepts the associated return requirements, costs and responsibilities.

All discretionary returns require prior written authorization from Stones Direct.

Special-order, made-to-order or custom-processed products may not qualify for discretionary returns.

Sample orders are subject to the processing restrictions described in our Refund Policy.

Claims involving shipping damage, missing products, incorrect goods, defects or fulfillment errors will be reviewed separately from discretionary returns.

Please refer to our Refund Policy for detailed cancellation, return and refund conditions.

Nothing in this policy excludes or waives any consumer right or remedy that cannot legally be excluded.

16. Service Area, Cross-Border Shipping and Customer Pickups

Stones Direct ships to many locations throughout Canada and the continental United States, subject to supplier availability, carrier coverage and transportation requirements.

We do not currently provide standard delivery to Alaska, Hawaii or Puerto Rico.

Certain remote or difficult-to-service locations may require a custom freight quotation or may not be serviceable.

For cross-border shipments arranged by Stones Direct, Stones Direct or its designated importing entity ordinarily coordinates customs clearance and acts as importer of record under the applicable arrangements.

Where applicable, customs brokerage charges, import duties, tariffs and import-related taxes are generally collected from the customer in advance and paid through the applicable customs clearance arrangements.

These amounts may be estimated before customs processing and may be subject to adjustment based on actual assessments, subject to the confirmed transaction terms and applicable law.

Any shipment-specific customs arrangements or material additional charges will be communicated as applicable.

Customers should review the confirmed quotation or invoice to determine which import-related charges are included.

Customer-arranged pickups from supplying facilities may be permitted with prior approval. Pickup arrangements are subject to the supplier's loading requirements, scheduling restrictions, equipment requirements and any separately agreed collection or transportation terms.

Customers must not arrange collection until Stones Direct has confirmed that the order is ready and the pickup arrangements have been approved.

17. Delivery Terms and Customer Acknowledgement

Customers should review this Shipping Policy, our Refund Policy and any applicable product-specific requirements before placing an order.

By completing a purchase, customers accept the applicable purchase and delivery terms properly disclosed during the ordering process, to the extent permitted by law.

Customers are responsible for providing complete and accurate delivery information and disclosing known access, receiving or unloading restrictions.

If any shipping requirement described in this policy cannot be met at your delivery location, please contact Stones Direct before ordering or before the order is released for shipment.

Where specialized products require additional transportation, handling or risk arrangements, those requirements will be communicated separately as applicable.

In the event of any conflict between these terms and a mandatory legal requirement, applicable law will take precedence.

Contact Us

Stones Direct

Phone: 1 (800) 688-1796

Email: support@stonesdirect.com