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Frequently Asked Questions

 
What is StoneLocator?

Stonelocator® is a leading national wholesaler of stone and tile for residential and commercial projects. With over 2,500 products and 200 distribution locations, we can deliver any stone product to your door at the lowest price possible. The majority of the products listed on the site are readily available to ship directly to your job site or home. Since 2001, Stonelocator® has provided premium stone products at wholesale prices to residential homeowners and commercial builders. StoneLocator also provides free expert advice on product selection and installation.

Why buy from StoneLocator? 

First, we guarantee the lowest delivered price on any interior and exterior stone. Second, we provide samples of all our products and expert support, so you know exactly what you are getting. Third, we let you know how much to order and if your product choice is the right one for the job. Fourth, we are experts at logistics and material delivery, so we promise to make this process as seamless as possible. Finally, we guarantee the highest quality materials for your home or commercial project. Why buy from the under-serviced big box stores or overpriced local tile shop when you can get everything from us?  

How long does it take to receive a shipment? 

Shipping times will vary depending on the location of the product and the delivery location. Typical delivery times are approximately 3-5 business days from the confirmation of your order.

Why should I purchase “extra” stone for my project and how much should I buy?

We always recommend ordering an extra 10-20% of your desired amount of stone (depending on the floor layout) to account for minor damage, intricate cuts during installation, corners, etc. The rule of thumb is to order at least an extra 15% of your stone of choice; you do not want to find yourself two tiles short at the end of installation. It is also wise to keep a few extra tiles in case you will need to replace broken or damaged tiles in the future.

How long does it take to receive a sample order? 

Sample orders are shipped via standard UPS, unless otherwise specified. Orders received by 11:00 am will usually ship out the same day. Expedited sample shipments options are available, but additional shipping fees apply. 

How does the product get delivered to me? 

We enlist a variety of reputable and trusted carriers to provide you with the lowest available shipping cost. Our delivery service should contact you a day prior to the delivery to arrange a delivery time window. Shipping times are variable, of course, but we will do everything we can to ensure top quality service. We offer various types of delivery services at the point of delivery, including commercial (loading dock/fork lift) and residential deliveries. If you do not have the necessary equipment to unload the product at the point of delivery, we suggest that you opt for the lift gate service, which includes a specialized delivery truck with an elevator in the back to lower the product to the ground. Lift gates, however, will only work on paved surfaces. Trucks may not be able to make turns down driveways depending on the width of the road. In such cases, the product will need to be unloaded at the end of the driveway. Customers may also choose to collect their product at the nearest shipping terminal to avoid the cost of residential and lift gate charges.

How do I pay for the product? 

We accept Visa, MasterCard, American Express and Discover, as well as company checks, personal checks, money orders, certified checks or wire transfers. Orders must be paid for in full prior to shipping. 

What are the different types of surface finishes? 

Polished - exactly as it sounds. Be aware that different stones have different polish levels based on the mineral composition of the stone, but generally speaking, polished surfaces have a shine when viewed in light.

Honed - Honed is semi polished or matte finish, with polishing only to a certain level, shy of generating a gloss level on the surface of the stone. Once again, different stones have varying levels of honing based on their mineral structures.

Tumbled - This process involves acidic chemicals at the factory level and/or the use of a tumbling machine that "antiques" the stone to give it a weathered, antique look with softened edges.

Brushed - Buffing heads run over the surface to create a smooth and subtle texture, similar to a honed surface, but slightly less uniform. The final texture has a slightly weathered feel to it.

Antiqued – Washed in acid to create the tumbling effect, then brushed to "smooth" the surface.

Natural Cleft - Most commonly associated with slate, the tiles are cleft from the blocks to create natural ridges in the surface. In most cases, natural cleft slate products will be gauged (or milled) on the underside for easy installation, but the natural cleft will remain evident on the exposed surface.

Split Face (or Rock Face) - This process involves splitting stone with a guillotine-like machine to make the stone look like an exposed rock in a natural setting, while maintaining dimensions suitable for architectural designs.

Chiseled - Hand or machine chiseling creates a surface similar to that of the split face stone, but typically leaves chisel marks (not on chiseled edge finishes though)


What are the different types of edge finishes? 

Standard Edges are chamfered, meaning there is a very slight bevel (approximately 1/16"-1/32"). Saw Cut/Straight Cut edges are exactly as they sound: sharp to the touch with no processing. Tumbled edges are soft and rounded from the tumbling process, but not in a perfectly linear manner. Tumbled Edges are processed to provide an antiqued look. The tumbling process typically creates a rounded edge, which may be somewhat uneven, but is soft as opposed to a hand-chiseled edge. Chiseled Edges, typically found on honed or tumbled limestone and travertine tiles, are hand chiseled ¼" to ½" from the edge of the tile to create a more "antique" look. There is some roughness to this edge, which is the intended effect. Pillowed Edges are processed with a gentle and distinct radius that varies in size, but is typically ¼" to ½" from the edge of the stone.

How do you guarantee that the product will be delivered in good condition? 

Stone Locator guarantees delivery of the material in good condition, with an acceptable damage ratio, not to exceed 2% of the respective shipment. Nevertheless, when ordering tile products, customers should order (approximately 15%, depending on the application) to offset the waste factor inherent in cutting tiles to fit the installation area, and for the possibility of incremental damage. Damaged or missing material in excess of 2% of the total shipment will be replaced at no charge to the customer, or StoneLocator.com will issue a full refund, or credit (at the Customer's choosing) for the value of those damaged goods. Customers are required to inspect the material upon receipt and make any claims for damaged or missing products on the Bill of Lading/Delivery Receipt provided by the driver at the time of delivery. In the event of damaged goods arriving, it is important to retain all damaged material and packaging on the premises to provide time for an insurance adjuster to inspect the product. Should the material arrive with visible damage, it is important to notify StoneLocator.com as soon as possible, not to exceed 3 business days from receipt of the material. In the event that the material arrives, appears to be in good condition, but upon further inspection after delivery, there is concealed damage, customers must notify StoneLocator.com within 3 business days of delivery. In the event of damaged or missing goods, please call your StoneLocator.com representative, or contact our main office at (800) 645-9066. Pictures of the damaged goods, a copy of the Bill of Lading, or other related documentation may be requested by StoneLocator.com to assist in the claims process. StoneLocator.com will be responsible for the filing of freight claims directly with the freight carriers. Notifications of damaged or missing products that are made after 3 business days from the delivery of the goods may not be eligible for replacements or refunds. Please understand that a late notification from customers inhibits or eliminates the ability of StoneLocator.com to file a freight claim with most carriers. We thank you in advance for your understanding.

What is the return policy? 

Customers must notify Stone Locator within a 10-day period from delivery if they wish to return the material. Returns will be subject to a 25% restocking fee plus related freight charges. Material that is returned must be packaged for pick-up in the same way it was received. Whenever possible, tile products should be packaged face-to-face and back-to-back to avoid scratches on the surface. Material should be firmly secured inside the crate, or tightly shrink-wrapped on the pallet. StoneLocator.com will not accept returns for goods that have been used by the customer (installed and later uninstalled, or uncrated and handled in a manner that makes the re-sale of the products unfeasible). Credit or refunds for returned goods will be issued after material has been returned to the original shipping location or another designated StoneLocator.com facility, and inspected. Samples and Special Orders (see below) are not eligible for return. Due to the cost of shipping and handling, all products should be selected carefully with an understanding of the consistency in the color and veining. Stone is a product of nature and variations in color and veining may exist and are considered part of the natural characteristics of the stone. 

What is considered a "Special Order"? 

Special orders include, but are not limited to, custom orders, factory direct orders, or other non-standard inventory items requiring special consideration on the part of StoneLocator.com for either the manufacturing or distribution process.

What is the difference between Gauged and Un-gauged? 

Gauging is a process whereby tiles are calibrated to maintain consistency in thickness. Gauged slates, for example, are milled on the bottom for a consistent subsurface, making the installation process easier. If the slate is gauged and has a natural cleft finish, then the thickness will still vary because of the variations in the natural cleft, but the overall thickness will vary by 50% less than if it were an un-gauged slate. 
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