At Stone Market USA, we take special care when preparing
and shipping natural stone, tile, mosaic, and outdoor materials.
Because many of our products are heavy, fragile, and naturally unique,
we recommend reviewing the following policies before placing your order.
Most in-stock products ship from a U.S. warehouse within
2–5 business days. Processing and transit times may
vary depending on the product, warehouse location, order size,
destination, and carrier availability.
Expedited shipping options may be available for certain products.
Available methods and estimated charges will be displayed at
checkout when applicable.
Freight and LTL Deliveries
Large, heavy, oversized, or delicate orders may be shipped by
freight carrier using Less-Than-Truckload
(LTL) service.
The freight carrier may contact you directly to schedule a delivery
appointment. Unless otherwise stated in writing, freight shipments
are delivered using curbside delivery.
The customer or an authorized representative must be available
to receive and inspect the shipment.
Curbside delivery does not include moving products into a home,
garage, job site, backyard, or other interior area.
Liftgate service, residential delivery, appointment service,
limited-access delivery, inside delivery, storage, re-delivery,
and address corrections may result in additional carrier fees.
Customers must ensure that the delivery location is accessible
to the freight vehicle and suitable for unloading.
Refused or missed deliveries may be subject to return freight,
storage, re-delivery, and related carrier charges.
02
Return Authorization
Returns
Eligible products may be returned within
30 days of delivery, subject to prior written
authorization and the conditions described below.
1
Request a Return Authorization
Before returning any product, email
support@stonemarketusa.com
to request a Return Merchandise Authorization
(RMA).
Returns sent without written authorization may be refused and
may not qualify for a refund.
Please include the following information:
Your order number
The product name or SKU
The quantity you would like to return
The reason for the return
Relevant photographs, when applicable
After reviewing your request, our team will provide return
instructions and the approved return address.
2
Restocking Fee
Approved returns of non-defective products are subject to a
15% restocking fee.
The restocking fee is calculated based on the product purchase
price only. Original shipping, freight, handling, delivery, and
related service charges are non-refundable.
3
Return Shipping
The customer is responsible for arranging and paying all return
shipping costs for non-defective products.
Returns must be shipped using a reliable, trackable, and
adequately insured shipping method. Stone Market USA is not
responsible for return shipments that are lost, damaged,
misdirected, or never received.
4
Non-Returnable and Final Sale Items
The following products and order types are final sale and are
not eligible for return:
Clearance and closeout products
Products marked “Final Sale”
Special-order products
Custom-made or made-to-order products
Samples and sample orders
Trim, molding, chair rail, thresholds, and cut-to-length
products once cut, altered, or modified
Products that have been installed, used, sealed, treated,
damaged, or removed from their original packaging
5
Return Condition
All approved returns must be unused, uninstalled, in resalable
condition, and returned in the original packaging.
Products must be securely packaged to prevent damage during
return transportation. No credit will be issued for products
that arrive broken, incomplete, improperly packaged, altered,
or otherwise unsuitable for resale.
6
Refund Processing
Once an authorized return is received and inspected, approved
refunds are generally processed within
7 business days.
Refunds are issued to the original payment method, less any
applicable restocking fees, shipping charges, freight charges,
handling costs, or carrier fees.
Banks and credit card companies may require additional time to
post the credit to your account.
03
Delivery Inspection
Damaged, Missing, or Incorrect Material
Every shipment should be inspected carefully at the time of delivery
and before any product is installed or distributed to a job site.
Inspect the Shipment
Examine all cartons, crates, pallets, and visible product
surfaces for damage, shortages, or incorrect items before
accepting the delivery whenever possible.
Document Visible Damage
For freight deliveries, visible damage or shortages should be
clearly noted on the carrier’s delivery receipt before signing.
Write specific details rather than signing only
“subject to inspection.”
Report Within Seven Days
Damage, shortages, or incorrect products must be reported within
7 calendar days of delivery and must include
clear photo documentation.
Do Not Install the Product
Do not install, cut, seal, discard, or modify material that may
be damaged, defective, missing, or incorrect. Installation
constitutes acceptance of the product.
Required Claim Documentation
To help us review the claim efficiently, please provide:
Your order number
Photos of the complete shipment
Photos of the pallet, crate, and exterior packaging
Close-up photos of the damaged or incorrect material
Photos of product labels, carton labels, and SKU information
A copy or photo of the signed delivery receipt, when applicable
The quantity affected
Keep all cartons, packaging, pallet materials, and damaged products
until the claim has been reviewed and resolved.
Customer Support
Need Help With an Order?
For questions regarding shipping, freight delivery, returns, or
product claims, contact our support team. Including your order number
and relevant photographs will help us assist you more efficiently.
