Shipping policy
The Decorative Concrete Store ships online orders to customers throughout the United States. Shipping availability depends on the product and delivery address. Local pickup is not available.
Order Processing & Delivery
Processing time is the time needed to prepare an order for shipment. Transit time is the time the carrier takes to deliver it after dispatch.
Product availability and order requirements can affect processing times. Equipment, custom products, special orders, and outdoor kitchens may require additional time. Contact us before purchasing if your project depends on a specific delivery date.
Unless expressly guaranteed in your written order, dispatch and delivery dates are estimates.
Shipping Charges & Promotions
Shipping charges are displayed at checkout or provided in your written quote. If a product requires a freight quote, contact us to confirm the cost before ordering.
Free-shipping offers apply only to qualifying orders, products, and destinations under the terms of the offer. Do not assume that freight delivery or additional services are included.
Contact us before purchasing if the shipping charge or promotional eligibility is unclear.
Freight & Large-Item Delivery
Large or heavy products may require freight delivery. Before ordering, confirm:
- The delivery location and available truck access.
- Whether delivery is curbside or includes another service.
- Whether a liftgate or unloading equipment is needed.
- Who is responsible for unloading.
- Whether an appointment is required.
- Any charges for residential delivery, limited access, or additional services.
Your written quote should identify the included delivery service, unloading responsibilities, and additional charges.
Assembly, placement, installation, and utility connections are included only when expressly stated in your order or quote.
Chemicals & Shipping Restrictions
Chemicals, solvents, and other restricted products may require specific shipping arrangements. Available services depend on the product, carrier, and destination.
If checkout does not provide an eligible shipping option, contact us before ordering.
Do not arrange return shipping for chemicals, flammable products, or leaking containers without instructions from us.
Tracking & Shipment Updates
Where tracking is available, shipment information will be provided using the contact details associated with your order.
If you receive multiple shipment notifications, check each notification when tracking your delivery. Contact us if you are unsure whether an item is still in transit.
Damaged, Incorrect, or Incomplete Deliveries
Inspect your delivery and contact us promptly if an item arrives damaged, incorrect, or incomplete.
For freight deliveries, record visible damage or shortages on the delivery receipt before signing where possible. Take photographs of the packaging, shipping labels, and affected products.
Email clientcare@decorativeconcretestore.com with:
- Your order number.
- A description of the issue.
- Photographs, where available.
- Relevant tracking information and delivery documents.
Retain the packaging while we review the issue. Report damage discovered after unpacking as well.
Do not return damaged products or leaking containers without instructions. We will review the shipment and explain the next steps. Nothing in this policy removes rights or remedies that cannot lawfully be excluded.
Delayed or Missing Shipments
Contact us if tracking shows an unexpected delay, a shipment cannot be located, or delivery is marked complete but you have not received it.
Provide your order number and tracking information. We will review the available records and assist with the next steps.
Address Changes & Delivery Access
Check your shipping address, telephone number, and delivery requirements before submitting your order.
Contact us immediately if you need to change an address. Changes may not be possible after processing or dispatch.
For freight orders, tell us about access restrictions before shipment. If an address correction or additional delivery service is needed, we will explain any applicable charges before requesting payment.
Returns & Refunds
See our Return & Refund Policy for return eligibility, authorization, and refund arrangements.
Obtain return approval and the correct shipping address before sending any product back. The authorized return destination may differ from our headquarters.
Contact US
The Decorative Concrete Store
Email: clientcare@decorativeconcretestore.com
Phone: (800) 484-2874
For freight enquiries, include the product, quantity, delivery ZIP code, and whether the destination is residential or commercial.