FAQ'S and Customer Service
Yes, every day. We work with multiple trucking companies to ensure your freight is delivered to your door in a timely rate at an economical price.
Shipping to Canada is no problem. Contact us for your Canadian shipping quote.
1. Add desired product(s) to your cart.
2. Go to your cart (top right corner).
3. Insert your zip code and click “get rates”
4. Items with free shipping: certain extended areas may occur in additional freight charges.
Most orders ship within 3 business days unless otherwise specified. If that isn’t the case for your order, we will let you know.
We can. If expedited options are not given at checkout call or contact us to get rates. Not all LTL (palletized) orders can be expedited.
The shipper for products with free shipping is determined case by case based on the quantity (weight) and where it’s going. Most items with free shipping are in stock and ship quickly so you should receive an email stating the shipment method within a business day of placing your order. If you have any logistical concerns, please call us at 1-888-983-4132 or email prior to ordering and we can assist you in determining how your potential order will be shipped.
The method of shipping will ultimately determine transit times. All orders shipped via USPS are shipped Priority which is typically 2-3 days transit excluding Sundays & holidays. All other orders will either ship FedEx or with one of several LTL freight carriers (palletized shipments). 99% of all orders ship within 3 business days or less except as noted. See the map below for estimated transit times. Any damage done during the original shipment will be subject to the shipping companies claim procedure and is not the responsibility of the seller, however for LTL shipments please see our Guide to Receiving LTL Shipments. If your shipment is coming LTL to your residence the freight company will call you to schedule a delivery appointment. Someone must be there to accept and sign for LTL shipments.
If your shipment is coming LTL to your residence the freight company will call you to schedule a delivery appointment. Someone must be there to accept and sign for LTL shipments. Your order will include free liftgate service which allows the carrier to place your product curbside. Specific placement of the product on your property is typically not provided- if this is required please contact us prior to ordering. If a shipment is either short or damaged, you should still accept the delivery but make clear notes of the short or damages on the delivery receipt and take pictures. Make sure you receive a copy noting the short or damages. It’s the duty of the shipper (Cascade Stoneworks) and the consignee (you) to mitigate the loss with the LTL Carrier’s involvement. After you accept the shipment, take steps to protect the shipment from further loss and file a claim with Cascade Stoneworks for the actual shortages or damages involved promptly.
We highly encourage you to order samples of the product you are interested in to avoid returns. No returns or exchanges on samples or products with free shipping. Most samples are available for purchase on the individual product page or the page before. For pebble tile, purchase a single sheet. When in doubt do a search for “sample” in the search field, upper right corner.
The goal at Cascade Stoneworks is to provide the highest quality product at the best price. If you are unsatisfied with our uninstalled product, the option to return it is available within the first 15 days after purchase. Simply ship any uninstalled product back to the return address on the shipping label in the original package and you will be refunded minus a 25% restock fee. This covers the labor costs to check the product, repack and reshelve. No returns or exchanges on samples or products with free shipping. All refunds are based on the product being returned in new condition and in the original packaging. Shipping costs are non-refundable.
Color and stone piece variations should be expected as the products are natural stone – this is what gives natural stone it’s one-of-a-kind beauty. We recommend that you inspect all items immediately upon receipt as variation within the same lot can occur. If you feel you’ve received two different products, we must see side by side pictures to confirm. We highly recommend verifying your square footage and a 10% overage on tile and loose pebble to avoid mixing color lots. Cascade Stoneworks makes every effort to ensure continuity within our product, however there is no implied, assumed or written warranty in regards to color, size or variation from stone to stone or tile to tile. Although we take great pains to ensure the pictures on our site accurately reflect the actual color of our products, monitor screens and brands can change the original coloring.
Yes. Our goal is to provide unique stone products – direct to you – at wholesale prices.
No, (unless otherwise noted on the product page). We can ship 1 item or a whole truckload.
All our loose pebbles are landscape grade. What this means is that they may exceed the specified dimensions in one or more directions, so long as they can pass through a screen appropriate to the size indicated, then they are graded as that size. If exact sizing is an issue for your project, we ask that you please get a sample to avoid any confusion.
We are more than happy to take photos and send them to you once you’ve placed the order. Simply write in the notes that you’d like photo approval prior to shipment along with any special requests indicating what you are looking/hoping for.
Yes we can! We have a full fabrication shop where we can cut, drill, polish and do just about anything humanly possible with stone. We also have access to many products not listed on the site. Our specialties are Basalt, Granite and Decorative Pebbles but if it’s stone then we can probably get it.
Orders can be canceled only before the shipping process has begun. To cancel an order, we must receive by e-mail or fax (206-935-5310) written authorization, stating you would like to cancel an order. You must supply the order number with your authorization. Once orders have entered the shipping process, they cannot be canceled. If you receive such an order and want to return it, please see our return policy (jump page link) above.
Pricing is subject to change. All orders are final after the product has been shipped. We accept the following methods of payment: Visa, MasterCard, American Express & Discover.
Cascade Stoneworks does not share your private information with any outside sources ever.