How are products weighed?
Do you offer delivery?
We use pallet scales to weigh products so you can park your vehicle in designated parking areas and we will bring palletized products to your vehicle for loading.
Do you ship products out of state?
We have a flatbed truck outfitted with a Moffett style forklift for local ‘curbside’ pallet deliveries. We charge a flat fee, starting at $215.00, that scales based on the delivery location. We require the delivery address to provide an accurate quote.
We do not provide placement services or remove products from the secured pallets. We will do our best to place the pallets in your desired location as access allows. Extra fees may be assessed for excess time spent due to site specification.
We are not set up for bamboo deliveries. Bamboo is easily transported in most vehicle types, laid down like cord wood. Small rental trailers and box cars can be rented through Home Depot and U-Haul.
Will I be able to pick up my product the day of purchase?
We are able to set up direct shipments for full semi-truck loads out of state for some stone products. You may also coordinate LTL (less than full load) pick up at the nursery on limited products.
Will someone be available to assist in loading my vehicle?
Many sales can be processed and finalized the day of purchase.
Certain orders, e.g., water feature or pattern pavers, will take time to pull and organize for pickup. We will prioritize the pulling of orders based on the order in which they are received and will provide an estimated time for pickup.
We can assist with heavy items as needed, but we do ask that customers are patient as we balance customer needs with staff on hand.
Not all vehicles are appropriate for heavy items and enclosed vehicles limit what can be loaded. We reserve the right to deem vehicles unsafe to load.
Customers assume full responsibility for determining the ability of their vehicles to bear the weight for all travel and for securing their loads.
Do I have to purchase a full pallet?
Is the weight of the pallet included in the cost of the stone?
Partial pallet sales are available on most products at no additional cost.
We try to have one pallet of each product “open” for partial purchases so customers can take what they need. We ask that when selecting from an open pallet, customers handle the stone carefully to limit damage and to put any pieces back they do not intend to buy.
Select products that are difficult to source may be limited to full pallet sales only.
Please do not open pallets. Find a Rock Mountain Products team member to assist.
Please do not climb on pallets or stone as the product may be unstable and shift.
Can I return empty pallets?
There will always be some pallet related cost associated with all stone purchases that require weighing and transporting the products. A portion of the pallet weight may be taken off smaller or partial purchases at Rock Mountain Products’ discretion.
Do I have to pay for stone samples?
We do not charge an extra pallet fee regardless of whether customers keep the pallet. We are happy to reuse pallets if you choose to return them, which also avoids the cost of having to dispose of them.
If customers choose to return empty pallets, they are responsible for returning empty pallets to Rock Mountain Products’ location.
Can I place HOLDS on products without payment?
We can provide stone samples. Let a Rock Mountain Products team member know what you need, and we can let you know what is allowed. Small samples of products charged by weight can be taken without charge. All fabricated products, e.g., pavers or treads, will need to be purchased but can be returned for a full refund if the product isn’t damaged and accompanied with the original purchase receipt.
Packaging and shipping costs will be applied if shipping is required.
How long can I leave my purchased product at Rock Mountain?
Product HOLDS can be initiated for up to three days without payment.
Without further communication from the customer, HOLD tags may be removed after the three-day period.
Can Rock Mountain pick up products that have been approved for return?
Pick up or delivery of purchased products must be confirmed within two weeks of the purchase date or arrival date.
This will allow us to process new orders efficiently and keep space open for incoming products. If an order has been purchased, pulled, secured, or set aside, cancelation fees may apply.
Do I have to purchase Water Feature Kits as set up or can I purchase individual parts and pieces?
Standard delivery fees will apply and will be collected prior to the pickup date once the product has been approved by Rock Mountain Products for return. Prior to scheduling a pickup for return, the customer must provide photo evidence proof, i.e., photo, etc. that the product is palletized, secured, road worthy, and accessible. Once on site, the driver may refuse to pick up the product if it is not ready or deemed unsafe for road travel.
Can I return products for a refund and/or credit?
We have set up Water Feature Kits for display and quoting purposes based on suggested basin size and pump capacity for the selected water feature.
Kit prices are the parts and products that we recommend but you may make adjustments or purchase all parts and products separately.
In selecting a water feature, consider the space available on the site prior to selecting the feature. We can then help determine if a Basin or Pond Liner application is necessary.
To protect product quality and to cover the expense of handling products multiple times, Rock Mountain Product reserves the right to qualify and authorize product returns on a case-by-case basis.
All returns or exchanges must be accompanied by the original purchase receipt. Retail purchases are not tracked in our system by name, so we are not able to look up past purchases without the original receipt.
Restock fees will be assessed based on the product condition and the reason for the return.
- Minimum of 25% restocking charge on all authorized returns.
- Minimum of 50% restocking charge for all Standup Flagstone Material.
Refunds/Credits are not available on the following products:
- Custom fabrications
- Special orders
- Discontinued items
- Sale items
Do you repair or service pond equipment?
Do you handle warranties on pond equipment?
We are not set up to service or repair equipment. We will assist in evaluating the issue with your equipment, but it may require that the equipment be dropped off for later inspection or testing.
Do you offer any services, e.g., landscape/water feature design or installation
We will process manufacturer warranties on pond equipment purchased at our store if accompanied with the original purchase receipt.Warranties may take multiple days to process. You may be requested to leave the product with Rock Mountain Products during this time.
- Purchaser must retain the original purchase receipt as proof of ownership and entitlement to warranty repairs. If the pump is replaced under warranty, the warranty period is NOT extended. The warranty period continues to be based on the original purchase date of the original pump.
- Purchaser shall bear all shipping, packing and insurance costs as needed if the pump must be returned to the manufacturer for warranty repairs versus exchanging for an equivalent new or factory refurbished unit at manufacturer’s discretion.
- Warranties do not apply to any malfunction arising out of application misuse or improper installation and maintenance of the pump. Chemical compatibility is not guaranteed.
- Any tampering with the pump will void the warranty.
- The tag with the Serial Number is required to process the warranty.
- We are held to the warranty terms of the manufacturer so full credit and/or exchanges may not be immediate and may need manufacturer approval which can take up to 2-4 weeks.
Rock Mountain Products will do everything in our power to expedite the warranty process and get you back up and running as quickly as possible while working within the restrictions set by the manufacturer.
To a certain degree we can help you with laying out a design in our yard. We can also refer customers to landscape designers and stone masons in their area.