Frequently Asked Questions (FAQs)

We are not open on weekends. 

Appointments are not required.

Dogs are welcome but they must be on a leash at all times out of respect for other customers. Owners must properly dispose of any waste.

Yes, we are open to the public.

Out of respect for our employees we will process small, quick purchases prior to closing but larger purchases that require more time will have to be made earlier in the day during the next scheduled business day.

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.

We are able to set up direct shipments for full semi-truck loads out of state for some stone products. We can also assist in coordinating LTL (less than full load) shipments to be pick up at the nursery on limited products.

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 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.

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.

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.

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.

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.

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.

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.

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.

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.

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.
• Unopened Sacked Goods can be returned without a restock fee for the first [5] bags. Any additional bags wil be subject to a restock fee.

Refunds/Credits are not available on the following products:

• Custom fabrications
• Special orders
• Discontinued items
• Sale items

Depending on the product density, a cubic yard is roughly 2800-3000 lbs.

All our Super Sack (Bulk) products weigh 3,000 lbs.

Estimated square feet per ton depends on the product and material.

• 1" - 1 1/2" Flagstone - approximately 80 SF per ton
• 1 1/2" - 2" Flagstone - approximately 75 SF per ton
• 1 1/2"+ Bluestone Irregular Flagstone - ranges from 60 SF to 75 SF per ton due to natural clefting.

Pallet weights vary and are dependent on the product.

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.

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.

MANUFACTURER’S REQUIREMENTS

1. 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.
2. 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.
3. 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.
4. Any tampering with the pump will void the warranty.
5. The tag with the Serial Number is required to process the warranty.
6. 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.

We are not certified designers or installers but can share information on our products and help with water feature ideas and costs.

Due to time constraints, we can email a quote based on the information provided or you can wait for an in-person discussion.

Check our website for licensed contractors who can offer detailed advice.