1. Where We Ship
We ship within Canada and the United States, subject to carrier availability and delivery access. Some remote areas may require additional transit time or fees.
2. Fulfilment (Marketplace Model)
STONESHUB operates as a marketplace and sourcing platform. Your order may ship from:
- a local supplier/importer warehouse,
- a STONESHUB designated warehouse, and/or
- a global source for special orders (where applicable).
3. Shipping Rates & Quotes
Shipping charges shown at checkout (or quoted separately) are based on:
- product weight/dimensions,
- packaging/crating requirements,
- delivery location, and
- site access (residential vs. commercial, liftgate, appointment delivery, limited access, etc.).
Important: If delivery details provided at checkout are inaccurate (e.g., liftgate required, restricted access, wrong address), carriers may charge additional fees. These fees will be billed to the Buyer.
4. Delivery Method (Curbside / Standard Freight)
Most stone orders ship by freight truck and are delivered curbside/driveway at ground level unless otherwise stated. Carriers typically do not:
- bring items inside, upstairs, or into a specific room,
- unpack crates/pallets,
- remove packaging, or
- move material across gravel, lawns, or unfinished construction surfaces.
5. Liftgate, Appointment & Special Access
Some deliveries require add-on services:
- Liftgate service (for locations without a loading dock/forklift)
- Appointment delivery (set time windows)
- Limited access (tight streets, downtown cores, gated communities, job sites)
If you need any of these, contact us before ordering or ensure they are selected/approved in your order notes.
6. Unloading Responsibility
Unless liftgate service is purchased, the Buyer is responsible for unloading. Stone pallets/crates can be extremely heavy. We recommend:
- forklift or pallet jack availability, or
- arranging professional receiving/unloading assistance.
7. Delivery Estimates
Transit times are estimates only. Delays may occur due to carrier schedules, weather, border/customs processing, port congestion, or peak season volumes. STONESHUB is not responsible for costs caused by delays (labour standby, project penalties, etc.).
8. Failed Delivery, Redelivery & Storage Fees
If delivery cannot be completed due to Buyer’s site conditions or unavailability, carriers may charge:
- redelivery fees,
- waiting time/detention charges,
- storage/warehouse fees, or
- return-to-sender freight.
These charges are the Buyer’s responsibility.
9. Packaging & Handling
Stone products are shipped using standard industry packaging (pallets/crates/strapping). Minor edge chipping can occur during transit handling. Please follow the Inspection & Claims process below.
10. Inspection at Delivery (Critical)
Inspect BEFORE signing the carrier delivery receipt.
If there is visible damage to packaging or material:
- Take clear photos (all sides + labels)
- Note on the delivery receipt: “DAMAGED—SUBJECT TO INSPECTION”
- Notify us within 24 hours.
Concealed damage must be reported within 72 hours with photos, and packaging must be retained.
11. Contact
Email: info@stoneshubonline.com
Mail: Stoneshub, Division of Canada Infrastructure & Overseas Inc.
208-1160 Burrard Street, Vancouver BC, V6Z 2E8, Canada