A partial view of stone bases in inventory
If you are considering placing an order, I'm sure that you have some questions about the shipping. Here is a list of the most common questions we get here in the office. Take a look at this page, and see if you can find the answer to your particular question. If you can't find the answer here, then please head over to our contact us page and drop us a note. Due to my busy schedule, I am rarely available to answer shipping related questions. However, I do have several assistants that are well trained to answer any question you may have.
How will you ship my order?
Smaller Items:
We try and ship smaller items via UPS, USPS, or FEDEX whenever its size permits. If the item can be shipped via this method – it will be shipped via that method.
Larger Items:
Larger items are shipped via common LTL carriers. These carriers will call and setup a delivery appointment time window. Also, you must be present to sign for these types of deliveries.
Do you offer Local Pickup
Local pickup is available for your order. Please arrange pick up before showing up at our warehouse by emailing us or calling us after your order. Please make sure that you will have all the necessary equipment to secure your order during transportation. We will not be liable for any problems you may encounter during your drive back home.
How long will it take for my order to ship out?
I tend to keep my warehouse in Miami fairly stocked with most of these pieces. However, some items are made to order, and some items are simply out of stock. Some items must be specially packaged and crated to ensure that it gets to your location in perfect condition. All of this can add time to your shipping times. Here is a rough estimate:
If the item is...
In stock: Ships within 48 hours
On back order: Between 2 to 6 weeks.
A Custom Order: 8 Weeks Once we ship out your order, it will take anywhere between 2 to 7 business days depending on where you are in relation to Miami, FL.
What Delivery Options do you have?
Currently, I offer 4 services. They are: UPS, Curbside, Inside Delivery, White Glove. I must point out, that I do not offer all of these services on every product. Some items only ship one way, and some items ship in a variety of ways. Please read the item's description to learn about the shipping options for that particular product.
UPS
For some of my smaller and light weight items, we will ship them using UPS. With this method, UPS will not call or schedule a delivery. Curbside Delivery
This option is the most economical and requires the most amount of work on your part. Essentially, curbside delivery is just that. Curbside delivery. The delivery company will show up at your house, and deliver the merchandise to the front of your house. From there on up, you will be responsible for bringing the merchandise into your house, unpacking, and setting it up.
If you live in an apartment building, the driver will unload the merchandise as close as possible to your elevator or front door, but no further than that.
I recommend that you have 1 (or 2 depending on the item) friend(s) and a good dolly or cart to assist you in bringing in your merchandise.
Inside Delivery
Inside delivery is the next best thing. The delivery company will take the merchandise off the truck and bring it into your garage or front porch. However, they will not take the merchandise into a specific room of your house. They will also not set it up or unpack it.
I highly recommend that you add this option to your order, as it will save you some effort on your part.
White Glove
For those of you that would rather not lift a finger, we offer white glove service. With this service, the delivery company will deliver, bring inside, unpack, setup, and install the piece in a particular location of your house. They will also fix any minor blemishes that may have happened on transit. This service is more expensive, but if you don’t mind the cost, the convenience is great.
Unfortunately, not all items have the white glove option available. You will need to read the individual product descriptions for more details. Florida Only - Super Deluxe White Glove
If you reside in Florida, we can offer you our Super Deluxe White Glove service. This service is provided by trucks owned by Riley Brothers, Inc. This is a highly special service that we offer to Florida residents only. Since we are based out of Miami, Florida, we have complete control over every part of the delivery cycle. This service works like this: - After your order is placed, we will call you to schedule a delivery appointment.
- We will call you to confirm on the day of delivery.
- We will call you 1 hour before we make delivery.
- We will unload, inspect, and repair if necessary any piece on the spot.
- We will place the piece anywhere in your home as long as it is on the first floor. (Extra charge for 2nd floor deliveries.)
- We will haul away all trash and debris.
Please note: this service is priced as follows:
If you reside below FT Pierce Florida on the east coast, and below Fort Myers on the west coast, then you qualify for 1st tier rate. If you live above these cities, then you qualify for 2nd tier rate. Each item is priced differently, please see product description.
My order includes free shipping, what service do I get?
Any item that includes free shipping, is shipped via the curbside shipping method. I highly recommend that you upgrade the service to the inside delivery option. Of course, this is optional.
Will my item get damaged during shipping?
Part of the reason that my products are so appealing, is that they are all made with real stone. Because of this fact, we take extra precautions when packaging the products. The smaller items are easier to package with foam and boxes which makes it easier to ship via UPS, but the heavier and larger items must instead be shipped via specialized carriers that are equipped to handle more fragile items. However, protection of your order doesn't stop there. We also crate the larger items in a wood enclosure with protective styrofoam in place to eliminate any chance of damage. However, we do have occasional damage, but when it happens we resolve the issue fast without hassles to you. What do I do if my merchandise arrives damaged?
If your order arrives damaged… don’t panic! The first thing you’ll need to do is note the damage on the delivery ticket that you sign. If you are in a hurry and don’t have time to inspect the packages, then check and see if there is any visible (however minor) damage on the outside of the packaging itself and at least make a note on that.
You can go ahead and refuse to take delivery of the damaged items, but take delivery of the non damaged items.
Please contact us within 48 hours of receipt of your order, and notify us about the damage. We will ship you a replacement immediately. It will speed the process up, if you could provide us with a digital picture of the damage.
It is extremely important that you note any damage on the delivery receipt. If you don’t note this damage, then it will be difficult for us to replace the damaged item.
Please note, we reserve the right to repair or replace any piece. The decision to repair or replace will be at our discretion. It will be at our discretion to have a professional inspect the items to determine if the items will be repaired or replaced. If we determine that a repair is impractical, then we will replace the merchandise at no cost to you.
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