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FAQ's
To better meet our customers' needs, we have assembled the
responses to the most frequently asked questions we receive, grouped by
category. Please look here for the answers to your questions. If you require
further assistance, please contact us at sales@buystonenow.com and we will
respond as quickly as possible.
How do I contact customer service?
What should I do if the shipment arrives damaged?
What should I do if the shipment arrives undamaged, but
opened?
How long does it take for my order to arrive?
I do not have unloading facilities, what are my options?
Will I need to show my ID at the time of delivery?
I wish to inspect the goods prior to taking delivery, can
I?
How do I claim for Loss or Damage of goods ordered?
What if I want my order shipped to an address different
than my billing address?
What is minimum quantity I can order?
How much extra product should I order?
Can I return excess tiles?
Should I order a sample?
If the color of the sample and the shipment does not match,
what should I do?
Can I get delivery to my zip code from this warehouse?
What forms of payment do you accept?
How do I pay by wire transfer?
Is my personal and payment information secure?
What are the standard thicknesses and sizes of the tiles?
How do I decide which tile is best for my needs?
Which natural stones are most appropriate for which
applications?
What is natural clefting?
How do natural stones rank in terms of hardness?
How should natural stone tiles be cleaned and maintained?
Where can I find technical data for your products?
How do I sign in?
Do I need to register?
How do I contact customer service?
We are currently developing a customer service system
available to our customers 24/7. Until this is up and running, you may find the
answers to the most commonly asked questions as well as our phone, fax and
address information, by clicking on the Contact Us link under the information
section on the left hand side of the homepage.
What should I do if the shipment arrives damaged?
If you requested the material to be delivered, you MUST
inspect the goods at the time of delivery. Any damage to the pallets or the
goods that occurs during transportation is covered by the carrier's insurance.
You MUST file a complaint with the carrier immediately. Please make a note of
the damage on the Bill of Lading and inform the Trucking Company, which will
send you a claim form for the damage.
What should I do if the shipment arrives undamaged, but
opened?
We do not ship loose or open material. If you receive any
pallets that are open or tampered with, please make a note on the Bill of
Lading, indicating any missing boxes from the pallet. You will be reimbursed for
any missing items by the carrier and their insurance.
How long does will it take for my order to arrive?
Most shipments are delivered within 24-48 hours. If we are
also arranging trucking for your shipment, we will let you know when your order
has been picked up from the warehouse, the name of the carrier, their contact
information and PRO # (Tracking #). The carrier will also call ahead to let you
know when the goods will be delivered to you.
I do not have unloading facilities, what are my options?
In the event that you do not have any unloading facilities
at the time of delivery, you may need to make arrangements with the carrier to
prevent possible delays or to provide for storage. All charges for storage or
delays (more than one hour), due to the carrier's inability to make delivery,
will be the responsibility of the buyer. You can also request for lift gate or
pallet jacks for unloading, which some trucking companies provide for a nominal
charge. If the carrier cannot provide unloading assistance, please contact our
Customer Service department at sales@buystonenow.com and they will assist you in
making arrangements for unloading.
Please note that any extra service required, not previously
ordered, agreed to and paid for will be collected by the trucker directly from
you.
Will I need to show my ID at the time of delivery?
We recommend that you be present at the time of delivery,
and have ID on hand for confirmation. If you are unable to be there in person,
we advise having a representative show evidence of the order and what contents
should be contained in the delivery.
I wish to inspect the goods prior to taking delivery, can
I?
Yes, at the warehouse. Please contact us and make a prior
appointment. Please note that all charges to facilitate the inspection, opening,
handling and repacking of pallets must be paid in advance.
How do I claim for Loss or Damage of goods ordered?
· CONSIGNEE(BUYER) MUST NOTIFY DELIVERING CARRIER'S CLAIMS
DEPARTMENT IMMEDIATELY WITHIN 24 HOURS OF ANY DISCREPANCY IN DELIVERY.
· VISIBLE DAMAGE MUST BE NOTED ON DELIVERY RECIEPT.
· IN ORDER THAT THE CARRIER PROVIDES YOU WITH THE FASTEST
POSSIBLE CLAIM SERVICE, PLEASE SUBMIT THE FOLLOWING DOCUMENTS TO SUPPORT YOUR
CLAIM:
1) SHIPPER'S ORIGINAL INVOICE OR CERTIFIED COPY SHOWING ALL
DISCOUNTS.
2) ORIGINAL BILL OF LADING.
3) FREIGHT BILL.
4) INDEMNITY AGREEMENT IN LIEU OF ORIGINAL BILL OF LADING
OR FREIGHT BILL.
5) CARRIER'S INSPECTION REPORT, WHEN COPY HAS BEEN
PROVIDED.
6) INVOICE FOR REPAIR OR RECOOPERING, SHOWING BREAKDOWN OF
LABOUR BY HOUR AND RATE OF PAY, IF APPLICABLE.
7) INVOICE FOR MATERIALS PURCHASED TO REPAIR OR
RECOOPERING, IF APPLICABLE.
What if I want my order shipped to an address different
than my billing address?
For security purposes, orders placed with a credit or bank
card will be shipped to the billing address only. If you wish to have the order
shipped to a different address, you have several options. a) You can will call
the goods at the warehouse; OR b) You can provide proper authorization to allow
us to ship the goods to a different address by faxing your authorization to us
at 1.877.426.1500.
What is minimum quantity I can order?
We sell by the box ONLY. For 12x12 tiles, the minimum
quantity is 10 square feet. You can order quantities in multiples of 10 sq ft,
for example, you can order 10 square feet, 20 square feet, 120 square feet, etc.
For 16x16 and 18x18 tiles, the minimum quantities are displayed on the product
pages.
How much extra product should I order?
We recommend that you allow for some wastage in the total
quantity you order. This will depend on the area, size of tiles, pattern of
layout, etc. But typically, once you have determined how much product (sq ft)
you need, you should add about 5-15% extra for wastage, cutting, breakage, etc.
You can then round up to the nearest multiple of 10. Consult with your installer
to accurately calculate the quantity to order.
Can I return excess tiles?
We do not accept returns. It's also a good idea to keep
extra tiles to use as replacements in the event installed tiles are damaged.
This allows you to have replacement tiles on hand that are from the same
material stock. However, if for any reason, we agree to allow a return, please
note there will be a 50% restocking fee and the return freight will be to your
account. You would need to contact us prior to sending the goods back to us and
restocking charges are payable by you in advance.
Should I order a sample?
If you have any questions about the color of the material,
PLEASE do order a sample to verify. Please keep in mind, however, that samples
are only an indication of the color, range and texture of the material. All
natural stones have variation in color, texture and, in the case of slates,
gradations and thickness.
If the color of the sample and the shipment does not match,
what should I do?
We make every effort to ensure that samples are
representative of the material we ship to you. However, as the samples are
typically 4x4 pieces, it may not be possible to show all the variations that are
inherent in the material. It is important to have a basic understanding of the
product, color range, and possible natural variations that are inherent in the
material. If you find a discrepancy between the sample and your order, please
contact us at sales@buystonenow.com, as soon as possible. Our Customer Service
will work with you to resolve the problem.
Sales Tax is applicable on all Sales, shipped within the
state in which the warehouse is located.
If you have a Resale Certificate, please Fax a copy of the
Certificate to 1.877.426.1500.
Mail the Original copy to:
Stone and Tile Shoppe Inc.
12804 Raymer Street
North Hollywood, CA 91605
If we receive the Original Resale Certificate within 24
Hours (prior to shipment), we will credit the amount charged for Sales Tax, to
your account with Stone and Tile Shoppe Inc., which you can use against your
next purchase with us.
Can I get delivery to my zip code from this warehouse?
Trucking to your Zip Code and Freight rates: Freight Rates
are available for trucking within a limited area from each warehouse.
If trucking/freight rates are not available to your
specific Zip Code, please put your order on "HOLD", and a customer
representative will assist you to arrange for the trucking to your Zip Code.
Please ensure that you have adequate handling facility at
your facility/shipping address. In the event that you do not have unloading
facility/equipment, the trucking company may take the goods to their warehouse
or return it to us. If you need assistance in arranging for Fork Lift/Pallet
jack/Lift gate, please do indicate it on the Shipping page.
All cost for handling equipment, unloading, unloading
delays, storage and return pallets, will be to the Buyers account.
What forms of payment do you accept?
We accept three forms of payments: Credit Cards, Paypal,
and Wire Transfers.
Credit Card is the best way to get Credit. You get at least
30 days Credit, when you use your Credit Card. In order for you to get more for
your money, we encourage the use of Credit Cards with mileage; get MILES and
earn free tickets or holidays.
How do I pay by wire transfer?
Wire transfer is an efficient and safe way of transferring
large funds for high volume orders. To use this payment method, download the
'Wire Transfer' form available on the payment page of this site. Please note
that this information is indicative of what your bank would require. Please
contact your bank and upon receipt of a form from them, complete the form in its
entirety and verify the accuracy of your information. Fax the form to your bank.
The order will be processed after the funds are cleared and credited to our
account.
Is my personal and payment information secure?
Absolutely. This site's payment process gateway is secured
and certified by MasterCard and VISA Card. Diligent care and caution have been
taken to ensure that confidentiality is maintained. Personal and payment
information are not stored on our system but pass through in an encrypted format
during those milliseconds of transaction authorization.
What are the standard thicknesses and sizes of the tiles?
Tiles ordered through our site come in the following sizes:
· 12"x 12"x 3/8"
· 16"x 16"x 3/8"
· 18"x 18"x ½" OR 5/8"
· 24"x 24"x ½", 5/8" OR 3/4"
In the case of slates and quartzites, the tiles sizes are
nominal rather than exact; for example, 12"x 12" (305x305mm) is 300x300mm and
16"x 16" (405x405mm) is 400x400mm.
How do I decide which tile is best for my needs?
The most important criteria for selecting a Natural Stone
is aesthetics. Stone is a natural product and due to its very nature, comes in a
wide variety of aesthetically pleasing colors, textures, patterns and hardness.
Product selection is based largely on your personal preferences. You may also
want to decide which natural stone material is best for the particular
application you intend to use it for. When selecting a stone, ask yourself
whether you will be using it for a:
· Kitchen Floor
· Bedroom Floor
· Bathroom Floor
· Lobby or Passage
· Patio or Balcony
· Living Room or other Formal Area
Which natural stones are most appropriate for which
applications?
Typical uses of Natural Stone tile products include:
Lobby - Entry Areas: The most preferred materials for this
high-traffic area are Marble or Limestone. Considering the use and traffic, it
may be advisable to use Granite.
Bathroom Floors & Kitchen Floors: Marble, Travertine and
Limestone are popular for use in Baths and Kitchens. Sealing of tiles is highly
recommended for these applications.
Kitchen & Bathroom Vanity s: Easy to maintain and
long-lasting, granite is a favorite choice for these applications.
Exterior Patios: Slate, sandstone or quartzite are more
durable, and have a rusticated look and feel, making them excellent choices for
patios.
Pool Decks: Quartzitic sandstone or Slate are recommended
here. Because of the presence of chlorine, we do not recommend using
calcium-based (Limestone, Travertine or Marble) products.
Exterior Walls: Granite, Sandstone or Slate are the best
for this application. They will be most suitable for extreme weather conditions
and for durability.
Roofing: Slate is the oldest traditional material of
choice. It is by far the best material for the use.
Cladding: Granite, Quartzitic Sandstone and Slate are the
most extensively used products for cladding. These are the hardest materials and
most recommended for this application. Thickness of stone required varies on the
type of installation. This is also determined by the Building Code in your area.
However, as a general guide we recommend the following:
· Tiles up to size 24"x 24" - ½"~ 5/8"
· Adhered Veneer - Max size 720 sq.in ½"~ 5/8"
· Anchored Veneer 3 cm
Note: Certain Slates are not suitable for colder climates
with freezing and thawing conditions. We recommend consulting with us or
conducting the required testing to ensure the suitability of the product for a
specific use in any area with extreme climate conditions.
Paving: Flamed Granite and Slate are most frequently used
for pavers. We also provide Granite Cobbles for special applications. The most
recent development has been the "Riverwash" finish for Granite. While it
maintains the color of polished granite, it provides for a textured surface
similar to Granite. Thickness to suit application:
· Granite for normal foot traffic 2 cm
· Heavy Traffic or Vehicular traffic 3 cm
· Slate tiles upto 24x24 12-15 mm
What is natural clefting?
Natural cleft or split face is a finish available in Slate,
Sandstone and Quartzites. It is achieved by the process of splitting the tiles
from the natural layers of the sedimentary rocks. This gives the material a
clevage, which in turn provides a natural texture on the surface a
characteristic unique to this material.
Natural clefting is an uneven finish that can vary from
material to material and from tile to tile, depending on the hardness of the
material. The variation is typically referred to as Heavy, Medium and Light. To
find out which natural cleft variation is suitable for your application, please
consult with us. Typically, Heavy Cleft materials are suitable for exteriors and
the Light cleft for Interiors.
Most of our products are available in Polish, Honed or
Natural Cleft finish.
How do natural stones rank in terms of hardness?
While selection of Natural stone is largely an aesthetic
decision, certain stones are more suited than others for certain specific
applications. When selecting material for a specific application, we recommend
that you consider and compare the hardness of the different natural stone
products. The following list ranks the stones by hardness, starting with
granite, the hardest natural stone product. Within each product category, there
also different levels of hardness. For more information, please contact us at
sales@buystonenow.com.
· GRANITE
· QUARTZITE
· QUARTZITIC SANDSTONE
· SLATE
· LIMESTONE
· MARBLE
· TRAVERTINE
How should natural stone tiles be cleaned and
maintained?
After installation, all tiles should be washed and cleaned
thoroughly. Cleaning should be done on a regular basis with a mild cleaning soap
and water. Do not use strong detergents for regular cleaning, which will affect
the grout, cause joints to come apart very quickly, impact the life of the tiles
and any sealer you might apply. We also recommend that the tiles be sealed with
a silicone impregnator. This will make the material impervious, and protect
against any staining or spotting. Several off-the-shelf sealers are available
from most home centers. You can also find links to companies that provide stone
care products here on our site. Follow the instructions recommended by the
manufacturer for the sealer's application. Tiles should be thoroughly cleaned
and resealed at least once every 18 - 24 Months. This will keep the tiles
looking clean and extend the life of the product.
Where can I find technical data for your products?
If you cannot find the technical data for the specific
product you're interested in on this web site, then please request it from us.
In some instances, the technical data may not be readily available. If you need
the product tested for a project, we do provide a service to assist you with
that. However, we can provide ASTM information that relates to any specific
product group.
How do I sign in?
Sign up any time quickly and easily by clicking on the ‘My
Account’ on the menu bar and entering your email address and password.
Please be sure to remember your password as you will need it to sign in and
shop, and keep your password to yourself to secure the privacy of your account
information. You can also set up a full account by entering all your
information, including shipping and billing address. This will accelerate the
process for any future orders you place with us.
Do I need to register?
By registering, you can shop at your convenience, easily
track your account and shopping history with us, and take advantage of specials
and coupons offered to our regular registered customers.
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