Cultured Stone® - European Castle Stone Veneer - Massachusetts

DELIVERY OF YOUR GOODS

1) Shipping Process
We’ll deliver your goods straight from the quarry to the shipping address you provide. Orders are typically processed within 48 hours, with delivery lead times ranging from 1 to 4+ weeks depending on the season and other factors. If you’d like, we can confirm the estimated lead time before you place your order. For shipping costs, see clause 11 below—note that we subsidize these rates for your benefit. Please be aware that we do not deliver to Alaska, Puerto Rico, or Hawaii. Delivery terms are FOB Buyer’s Location, subject to the conditions outlined below.

2) Delivery Methods
Our standard shipping uses either Less-Than-Truckload (LTL) or Truckload (TL) carriers, depending on your order size. For LTL shipments, a liftgate-equipped truck is provided, and the driver will unload the goods. For orders exceeding 10 tons or pallets over 1 ton, a TL carrier will be used, requiring you to have unloading equipment (e.g., a forklift) on-site. If you don’t own such equipment, local rental services are widely available. For pallets over 1 ton, we can request the quarry to split them into smaller units for easier unloading, though this incurs an additional fee.

3) Access Considerations
Please let us know at the time of ordering if your delivery location has limited access (e.g., narrow roads or tight turns). Additional fees may apply for such deliveries, and the risk of non-delivery due to truck size remains your responsibility. We recommend consulting a local expert if you’re unsure about accessibility.

4) LTL Delivery Details
LTL shipments are curbside only. The driver will lower the pallets using a tailgate and roll them off with a pallet jack. This requires a level, hard surface like concrete or tarmac—soft or uneven surfaces like grass, soil, or gravel won’t work and may prevent delivery. The maximum pallet weight for LTL deliveries is 1 ton.

5) Delivery Challenges
If delivery fails due to undisclosed site issues or factors beyond our reasonable control, you’ll be responsible for the full cost of the unsuccessful attempt, as outlined in clause 10 below.

6) Timing Expectations
Delivery timelines are flexible and not guaranteed under this agreement. We aim to deliver within 30 days of your order, though variables like time of year, special orders, order quantity may impact lead times indicated on the website.  Carriers often notify you of the delivery date in advance and confirm with a call, or we’ll do our best to provide an estimated arrival date. While we strive to meet proposed dates, they are for guidance only. Delays or missed dates do not constitute a breach of contract, nor do they entitle you to compensation.

7) Receiving Your Delivery
You or an authorized representative must be present at delivery to inspect the goods before signing for them and, if needed, assist with unloading.

8) Heavy Loads
Some pallets may be unusually heavy, requiring extra help to unload. Our cost-effective shipping keeps prices low, but it limits the driver’s ability to handle oversized loads alone. If assisting the driver poses a challenge, let us know in advance—we can explore alternative options, though additional fees may apply.

9) Acceptance of Terms
By placing an order, you agree to these delivery terms and conditions. Please notify us at the time of ordering if any of these requirements cannot be met. Failure to do so may result in return and redelivery fees if the carrier cannot complete the delivery.

10) Unsuccessful Delivery Attempts
If delivery fails due to (a) unmet requirements from clause 1, (b) your inability to accept the goods on the scheduled date, or (c) reasons beyond our reasonable control, then: (i) risk of loss transfers to you; (ii) the goods are considered delivered; and (iii) we may, at our discretion, either store the goods for your pickup or return them to our shipping point. In either case, you’ll cover all related costs (e.g., storage, insurance, and return shipping).

11) Shipping Costs
Shipping rates are calculated at checkout based on your location’s distance from the quarry or distribution center. Simply enter your postal code and answer a few questions to see your subsidized (discounted) rate. Please note that shipping estimates are market quotes as of the order date and could change on the day of shipment.

12) Cancellations and Restock Fees
Please note restock fees apply at various rates (dependent on the quarry). In some instances such as large or special orders, orders cannot be cancelled after they have been processed with the quarry. This is dealt with on a case-by-case basis, though we advise that you indicate your desire to cancel within 48 hours of placing your order. Please inquire before your purchase for additional details as we are unable to make exceptions on this matter.

13) Missed Appointments or Equipment Issues
If a delivery appointment is scheduled and you’re not present, or if you’ve indicated a forklift will be available for a TL delivery but it’s not, you’ll incur a $450+ redelivery fee plus $100/day storage costs. Additionally, if unloading exceeds 1 hour, carrier detention fees of $100/hour may apply.

At StonesDirect.com, we stand behind the products we sell for both contractors and homeowners.

1) Damaged or Incorrect Products
If your order arrives damaged or you receive the wrong product, we will work quickly with the carrier to resolve the issue. Please inspect your shipment upon delivery and notify us immediately of any problems. We cannot address issues reported after the delivery has been accepted.

2) Natural Stone Orders
Because our products are natural and custom-processed at the quarries, cancellations are not accepted once an order has been produced. For this reason, we do not offer refunds for any reason other than damage or shipping errors. This policy also applies to sample orders, which are non-refundable and non-returnable.

3) Credit Card Transactions
All credit card transactions incur processing fees that are non-refundable. If your order is eligible for cancellation, a 4% cancellation fee will apply to cover these costs. If your payment was via wire or e-transfer, no fee will be charged.

DELIVERY OF YOUR GOODS

1) Shipping Process
We’ll deliver your goods straight from the quarry to the shipping address you provide. Orders are typically processed within 48 hours, with delivery lead times ranging from 1 to 4+ weeks depending on the season and other factors. If you’d like, we can confirm the estimated lead time before you place your order. For shipping costs, see clause 11 below—note that we subsidize these rates for your benefit. Please be aware that we do not deliver to Alaska, Puerto Rico, or Hawaii. Delivery terms are FOB Buyer’s Location, subject to the conditions outlined below.

2) Delivery Methods
Our standard shipping uses either Less-Than-Truckload (LTL) or Truckload (TL) carriers, depending on your order size. For LTL shipments, a liftgate-equipped truck is provided, and the driver will unload the goods. For orders exceeding 10 tons or pallets over 1 ton, a TL carrier will be used, requiring you to have unloading equipment (e.g., a forklift) on-site. If you don’t own such equipment, local rental services are widely available. For pallets over 1 ton, we can request the quarry to split them into smaller units for easier unloading, though this incurs an additional fee.

3) Access Considerations
Please let us know at the time of ordering if your delivery location has limited access (e.g., narrow roads or tight turns). Additional fees may apply for such deliveries, and the risk of non-delivery due to truck size remains your responsibility. We recommend consulting a local expert if you’re unsure about accessibility.

4) LTL Delivery Details
LTL shipments are curbside only. The driver will lower the pallets using a tailgate and roll them off with a pallet jack. This requires a level, hard surface like concrete or tarmac—soft or uneven surfaces like grass, soil, or gravel won’t work and may prevent delivery. The maximum pallet weight for LTL deliveries is 1 ton.

5) Delivery Challenges
If delivery fails due to undisclosed site issues or factors beyond our reasonable control, you’ll be responsible for the full cost of the unsuccessful attempt, as outlined in clause 10 below.

6) Timing Expectations
Delivery timelines are flexible and not guaranteed under this agreement. We aim to deliver within 30 days of your order, though variables like time of year, special orders, order quantity may impact lead times indicated on the website.  Carriers often notify you of the delivery date in advance and confirm with a call, or we’ll do our best to provide an estimated arrival date. While we strive to meet proposed dates, they are for guidance only. Delays or missed dates do not constitute a breach of contract, nor do they entitle you to compensation.

7) Receiving Your Delivery
You or an authorized representative must be present at delivery to inspect the goods before signing for them and, if needed, assist with unloading.

8) Heavy Loads
Some pallets may be unusually heavy, requiring extra help to unload. Our cost-effective shipping keeps prices low, but it limits the driver’s ability to handle oversized loads alone. If assisting the driver poses a challenge, let us know in advance—we can explore alternative options, though additional fees may apply.

9) Acceptance of Terms
By placing an order, you agree to these delivery terms and conditions. Please notify us at the time of ordering if any of these requirements cannot be met. Failure to do so may result in return and redelivery fees if the carrier cannot complete the delivery.

10) Unsuccessful Delivery Attempts
If delivery fails due to (a) unmet requirements from clause 1, (b) your inability to accept the goods on the scheduled date, or (c) reasons beyond our reasonable control, then: (i) risk of loss transfers to you; (ii) the goods are considered delivered; and (iii) we may, at our discretion, either store the goods for your pickup or return them to our shipping point. In either case, you’ll cover all related costs (e.g., storage, insurance, and return shipping).

11) Shipping Costs
Shipping rates are calculated at checkout based on your location’s distance from the quarry or distribution center. Simply enter your postal code and answer a few questions to see your subsidized (discounted) rate. Please note that shipping estimates are market quotes as of the order date and could change on the day of shipment.

12) Cancellations and Restock Fees
Please note restock fees apply at various rates (dependent on the quarry). In some instances such as large or special orders, orders cannot be cancelled after they have been processed with the quarry. This is dealt with on a case-by-case basis, though we advise that you indicate your desire to cancel within 48 hours of placing your order. Please inquire before your purchase for additional details as we are unable to make exceptions on this matter.

13) Missed Appointments or Equipment Issues
If a delivery appointment is scheduled and you’re not present, or if you’ve indicated a forklift will be available for a TL delivery but it’s not, you’ll incur a $450+ redelivery fee plus $100/day storage costs. Additionally, if unloading exceeds 1 hour, carrier detention fees of $100/hour may apply.

At StonesDirect.com, we stand behind the products we sell for both contractors and homeowners.

1) Damaged or Incorrect Products
If your order arrives damaged or you receive the wrong product, we will work quickly with the carrier to resolve the issue. Please inspect your shipment upon delivery and notify us immediately of any problems. We cannot address issues reported after the delivery has been accepted.

2) Natural Stone Orders
Because our products are natural and custom-processed at the quarries, cancellations are not accepted once an order has been produced. For this reason, we do not offer refunds for any reason other than damage or shipping errors. This policy also applies to sample orders, which are non-refundable and non-returnable.

3) Credit Card Transactions
All credit card transactions incur processing fees that are non-refundable. If your order is eligible for cancellation, a 4% cancellation fee will apply to cover these costs. If your payment was via wire or e-transfer, no fee will be charged.