FAQs

Last updated 05/28/2020 @ 08:59 EST

We are open and shipping orders despite the pandemic. 

We produce and ship orders in the order they are received. Orders are produced and shipped in 12-18 working days from receiving them. Once shipped, your order will take an additional 5-10 working days to arrive at your location. Dispatch will call you and confirm your order before delivery. We can also hold your order to match delivery with construction schedules. Be sure to note this hold on your order. Dispatch will schedule your shipment accordingly.

COVID-19 FAQ

Are you open during this pandemic? We are in the construction supply business. Our companies have been identified as a critical supplier to "Hardware Stores" and "Infrastructure Projects." We have been given protected provisions to continue operating as long as we follow the sanitary guidelines and social distancing. Most, if not all of our locations are closed to the public. Our production and loading facility (from which we will pull your order) is always closed to the public. Shipments are only made by phone or email. Many workers are working from home. We are following guidelines relayed to us from the CDC and local agencies. Local managers are fulfilling enhanced safety requirements and reporting on them at least daily.

Has anyone employee been diagnosed with COVID-19? No employee has tested positive. This is likely to change over the coming weeks. Many experts claim that up to 70% of our population may contract the virus. Hopefully, our collective efforts will halt the spread of the pandemic well short of that percentage.

What are you doing to keep from spreading COVID-19? Our company has implemented generous paid leave policies. No employee will lose their jobs due to COVID-19 procedures such as absences due to schooling from home. All of our people are fully aware of the risks. We are encouraged to stay home with any illness in an abundance of caution. Most if not all of our locations are closed to the public. Purchases are only made by phone or email. Many workers are working from home. We are following guidelines relayed to us from the CDC and local agencies.

Logistical FAQ

Do you ship to Alaska or Hawaii?

We only ship within the contiguous US. Unfortunately, we do not ship to Alaska or Hawaii, or places only accesible by ferry.

Do you ship to Canada?

We only ship within the contiguous US. Unfortunately, we do not ship to Canada.

Can the pallets be delivered to my garage/backyard/etc?

Deliveries are made curbside with a drop-tail trailer. "Curbside" means what it sounds like. The trucks will have a lift-gate that will lower the pallets at the side of your curb. The drivers will also have a pallet jack to help move the pallets once off the truck. The delivery driver is unable to enter your property for delivery.

About Free Shipping

We only ship within the Contiguous US. Shipping is included in the price for the contiguous United States. In marketing words, shipping is FREE*.

*We now have the dreaded asterisk.  After hundreds of successful online shipments, it has come to our attention that there are some places in the contiguous US that freight companies can't (or won't) deliver to.  Who knew these places still existed?  Yet, the US is a huge country, and we can't possibly know all these hidden nooks in our great land.  I don't want you to worry about some bait and switch.  This is very rare.  We are just withholding our right to not ship to certain addresses.   Basically, if you are a half days drive from a trucking terminal, you are okay.  If a truck can't drive to and from your address in a day, it can't be delivered by standard means. **Very Rare**

How Is My Kit Delivered?

Due to the nature of our product(s), your order will be delivered curbside in a large freight truck. They will have a pallet jack to assist you in moving your delivery. Pallets are 40"x 48" and weigh up to 2000 pounds each. Most orders contain between 3-8 pallets of material, so please have ample room for your order. The pallets will be lowered and placed on the ground in the street at the end of your driveway. Adequate room should be available for a large freight truck to maneuver.  You will probably want a friend or worker to help you with your delivery.

"Curbside" means what it sounds like it says. The trucks will have a lift-gate that will lower the pallets at the side of your curb. The drivers will also have a pallet jack to help move the pallets once off the truck. The pallet jacks are limited in the scope of their delivery. Pallet jacks CANNOT DELIVER ON GRAVEL. Therefore, THE DELIVERY TRUCK MUST UNLOAD ON CONCRETE OR ASPHALT. We cannot deliver to addresses on gravel roads.

Refunds will not be issued for order refusal due to delivery method.

What is my Expected Shipping Time?

Several factors determine your delivery time. All orders (usually) leave our facility in 7-12 working days. We contract outside carriers to ship your kit curbside with lift-gate service. Once ordered, our dispatcher will contact you and give you all the shipping info and tracking numbers and a more specific timeframe. As a rule of thumb, It takes between 5-10 additional working days to be delivered to you. These kits are tons of material delivered as freight on multiple pallets. Please note, freight delivery is not like UPS dropping a box at your front door.

Popular FAQ

I want to build a custom feature. How do I build it?

Romanstone's exclusive Orion blocks were designed to be DIY friendly.  These blocks can be used to make straight and curved walls with ease while minimizing or eliminating cuts. We use Orion to build all of our DIY kits. You can order pallets of Orion to match your kits. Building with Orion is simple. We offer a guide and companion video to show you how easy it can be. Follow the links below to familiarize yourself in building with Orion blocks. However, the design, planning, and take-off of your project is completely in your hands. We do not design or figure take-offs for custom jobs or configurations of our kits.  Please call a local professional if your job falls outside the scope of your skill level and confidence, .

Orion-Build-Guide

I need a custom solution and don't know how to build it. Can you help me?

Check out our "Tips" section to see if there is a solution for your situation. Many common scenarios have a posted solution with instructions. For instance, you can find out how to raise the elevation of your fireplace. Unfortunately, our kits do not fulfill every need or situation. If this is the case, you can customize your kit. Sometimes, our kits may not be right for your specific needs. If you decide to customize your DIY kit outside of our standard available options, Romanstone can not offer you technical support. Please call a local professional if your job requires customizations outside the scope of a DIY kit, or your level of skill and confidence. We do not design or figure take-offs for custom jobs. 

Do you offer a discount/military discount?

Thank you for your interest in Romanstone. We do not offer any promotional codes or discounts. We don't even offer a Black Friday discount. These kits are not impulse-purchases. They take planning and preparation. We don't artificially inflate the price to be able to run promotions. We always provide everyone the lowest price. You would get mad if a week after you ordered a kit, we ran some crazy promotion. Nobody wants that. That said, the lowest price will always be the one offered now. 


All that said, I thank you for your service. Stay healthy! 🙂

Policy FAQ

Refund and Return Policy

This applies to shipped kits purchased online only.  For locally purchased materials, please visit your local retailer for their return and refund policies.

Curbside Delivery

Due to the nature of our product(s), your order will be delivered curbside in a large freight truck. Someone will contact you to schedule delivery. You will need to be on hand to meet the driver and sign for the delivery. The pallets will be lowered and placed on the ground in the street at the end of your driveway. Adequate room should be available for a large freight truck to maneuver. 

Refunds will not be issued for order refusal due to delivery method.  

Returns

We are fair and honest on returns. The cost of returning freighted goods is high. Truthfully, these freight items costs multiple hundreds of dollars and hours of logistics to ship around the nation or even across town. Be certain that this is an item you truly want before purchasing. If you do decide to return it, realize by the time you pay for all the shipping and restocking fee, you will probably receive back less than half of your original purchase price. This isn’t a strong arm sales tactic. We want you to be aware of the high cost of a return before you order. Unfortunately, this is not like returning a typical item from traditional online retailers. Therefore, always try to buy from a local retailer if possible. If this policy makes you nervous, we understand. We want you to have full peace of mind. That said, we are a great company. We sell amazing products. We would love to add you to our growing list of satisfied customers.

You have 14 calendar days to request return an item from the date you received it. Contact us at info@romanstone.com.

The item must arrive at our shipping location within 28 days of receiving the item. To be eligible for a return, your item must be unused and in the same condition that you received it. Your item must be in the original packaging.

All pieces must be present.Your item needs to have the receipt or proof of purchase.

Refunds

Once we receive your item, we will inspect it and notify you that we have received your returned item.

We will immediately notify you on the status of your refund after inspecting the item. If your return is approved, we will initiate a refund to your credit card (or original method of payment).  

You will receive the credit within a certain amount of days, depending on your card issuer's policies.

Return Shipping

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non­refundable.

If you receive a refund, the original and return shipping will be deducted from your refund.

A 50% restocking fee will be deducted from your refund based on the original sales price.

If you have any questions on how to return your item to us, contact us at info@romanstone.com.

Contact

If you have any questions regarding this policy, or your dealings with our website, please contact us here: info@romanstone.com

Privacy Policy

Your privacy is important to us. Accordingly, we have developed this policy for you to understand how we collect, use, communicate, and make use of personal information. 

When accessing the https://romanstone.com website, Romanstone Hardscapes will learn certain information about you during your visit.

Similar to other commercial websites, our website utilizes a standard technology called 'cookies' (see explanation below) and server logs to collect information about how our site is used. Information gathered through cookies and server logs may include the date and time of visits, the pages viewed, time spent at our site, and the websites visited just before and just after our own, as well as your IP address. These are used by Google to give us basic information about our visitors. We do not personally identify information use them to SPAM you, or sell or share them internally or externally. 

To be honest, we use them to try and improve under-performing pages to make the content more relevant. We don't store them on our site. We access them from time to time to check our website traffic.


Use of Cookies

A cookie is a tiny text document, which often includes a unique anonymous identifier. When you visit a website, that site's computer asks your computer for permission to store this file in a part of your hard drive specifically designated for cookies. Each website can send its cookie to your browser if your browser's preferences allow it, but (to protect your privacy) your browser only permits a website to access the cookies it has already sent to you, not the cookies sent to you by other sites.

IP Addresses

IP addresses are used by your computer every time you are connected to the Internet. Your IP address is a number that is used by computers on the network to identify your computer. Our web server automatically collects IP addresses as part of demographic and profile data known as "traffic data" so that data (such as the Web pages you request) can be sent to you.

E-mail Information

If you choose to correspond with us through e-mail, we may retain the content of your e-mail messages together with your e-mail address and our responses. We provide the same protections for these electronic communications that we employ in the maintenance of information received online, mail and telephone. This also applies when you sign up through any of our forms using your e-mail address or make a purchase on this site. In this instance., we only store the information you provide - e-mail and name if provided. We do not collect or try to obtain any other information about you. For further information, see the e-mail policies below.

How Do We Use the Information That You Provide to Us?

We use personal information for purposes of administering our business activities, providing customer service, and making available other items and services to our customers and prospective customers. We actually rarely send out e-mails to lists - maybe to alert people of new products. 

Romanstone Hardscapes will not obtain personally-identifying information about you when you visit our site, unless you choose to provide such information to us, nor will such information be sold or otherwise transferred to unaffiliated third parties without the approval of the user at the time of collection.

We may disclose information when legally compelled to do so; in other words, when we, in good faith, believe that the law requires it or for the protection of our legal rights.

E-mail Policies

We are committed to keeping your e-mail address confidential. We do not sell, rent, or lease our subscription lists to third parties. We will not provide your personal information to any third party individual, government agency, or company at any time unless strictly compelled to do so by law.

We will use your e-mail address solely to provide timely information about Romanstone Hardscapes.

We will maintain the information you send via e-mail in accordance with applicable federal law.

CAN-SPAM Compliance

In compliance with the CAN-SPAM Act, all e-mail sent from our organization will clearly state who the e-mail is from and provide clear information on how to contact the sender. Also, all e-mail messages will also contain concise information on how to remove yourself from our mailing list so that you receive no further e-mail communication from us. We will erase any and all unsubscribers from our list.

Choice/Opt-Out

Our site provides users the opportunity to opt-out of receiving communications from us and our partners by reading the unsubscribe instructions located at the bottom of any e-mail they receive from us at anytime.

Users who no longer wish to receive our newsletter or promotional materials may opt-out of receiving these communications by clicking on the unsubscribe link in the e-mail.

Use of External Links

https://romanstone.com may contain links to many other websites. Romanstone Hardscapes cannot guarantee the accuracy of information found at any linked site. Links to or from external sites not owned or controlled by Romanstone Hardscapes do not constitute an endorsement by Romanstone Hardscapes or any of its employees of the sponsors of these sites or the products or information presented therein.

By accessing this web site, you are agreeing to be bound by these web site Terms and Conditions of Use, all applicable laws and regulations, and agree that you are responsible for compliance with any applicable local laws. If you do not agree with any of these terms, you are prohibited from using or accessing this site. The materials contained in this web site are protected by applicable copyright and trademark law.

Intellectual Property Rights

All copyrights, trademarks, patents and other intellectual property rights in and on our website and all content and software located on the site shall remain the sole property of Romanstone Hardscapes or its licensors. The use of our trademarks, content and intellectual property is forbidden without the express written consent from Romanstone Hardscapes.

You must not:

  • Republish material from our website without prior written consent.
  • Sell or rent material from our website.
  • Reproduce, duplicate, create derivative, copy, or otherwise exploit material on our website for any purpose.
  • Redistribute any content from our website, including onto another website.

Acceptable Use

You agree to use our website only for lawful purposes, and in a way that does not infringe the rights of, restrict or inhibit anyone else's use and enjoyment of the website. Prohibited behavior includes harassing or causing distress or inconvenience to any other user, transmitting obscene or offensive content or disrupting the normal flow of dialogue within our website.

You must not use our website to send unsolicited commercial communications. You must not use the content on our website for any marketing related purpose without our express written consent.

Restricted Access

We may in the future need to restrict access to parts (or all) of our website and reserve full rights to do so. If, at any point, we provide you with a username and password for you to access restricted areas of our website, you must ensure that both your username and password are kept confidential.

Use of Testimonials

In accordance to with the FTC guidelines concerning the use of endorsements and testimonials in advertising, please be aware of the following:

Testimonials that appear on this site are actually received via text, audio or video submission. They are individual experiences, reflecting real-life experiences of those who have used our products and/or services in some way. They are individual results, and results do vary. We do not claim that they are typical results. The testimonials are not necessarily representative of all of those who will use our products and/or services.

The testimonials displayed in any form on this site (text, audio, video or other) are reproduced verbatim, except for correction of grammatical or typing errors. Some may have been shortened. In other words, not the whole message received by the testimonial writer is displayed when it seems too lengthy or not the whole statement seems relevant for the general public.

Romanstone Hardscapes is not responsible for any of the opinions or comments posted on https://romanstone.com. Romanstone Hardscapes is not a forum for testimonials, however provides testimonials as a means for customers to share their experiences with one another. To protect against abuse, all testimonials appear after they have been reviewed by management of Romanstone Hardscapes. Romanstone Hardscapes doe not share the opinions, views or commentary of any testimonials on https://romanstone.com - the opinions are strictly the views of the testimonial source.

The testimonials are never intended to make claims that our products and/or services can be used to diagnose, treat, cure, mitigate or prevent any disease. Any such claims, implicit or explicit, in any shape or form, have not been clinically tested or evaluated. 

How Do We Protect Your Information and Secure Information Transmissions?

E-mail is not recognized as a secure medium of communication. For this reason, we request that you do not send private information to us by e-mail. However, doing so is allowed, but at your own risk. Some of the information you may enter on our website may be transmitted securely via a secure medium known as Secure Sockets Layer, or SSL. Credit Card information and other sensitive information is never transmitted via e-mail.

Romanstone Hardscapes may use software programs to create summary statistics, which are used for such purposes as assessing the number of visitors to the different sections of our site, what information is of most and least interest, determining technical design specifications, and identifying system performance or problem areas.

For site security purposes and to ensure that this service remains available to all users, Romanstone Hardscapes uses software programs to monitor network traffic to identify unauthorized attempts to upload or change information, or otherwise cause damage.

Disclaimer and Limitation of Liability

Romanstone Hardscapes makes no representations, warranties, or assurances as to the accuracy, currency or completeness of the content contain on this website or any sites linked to this site.

All the materials on this site are provided 'as is' without any express or implied warranty of any kind, including warranties of merchantability, noninfringement of intellectual property or fitness for any particular purpose. In no event shall Romanstone Hardscapes or its agents or associates be liable for any damages whatsoever (including, without limitation, damages for loss of profits, business interruption, loss of information, injury or death) arising out of the use of or inability to use the materials, even if Romanstone Hardscapes has been advised of the possibility of such loss or damages.

Policy Changes

We reserve the right to amend this privacy policy at any time with or without notice. However, please be assured that if the privacy policy changes in the future, we will not use the personal information you have submitted to us under this privacy policy in a manner that is materially inconsistent with this privacy policy without your prior consent.

We are committed to conducting our business in accordance with these principles in order to ensure that the confidentiality of personal information is protected and maintained.

GDPR

We are striving to meet or exceed GDPR. We do not offer any products or services outside the contiguous 50 states. Yet, we do not block IP addresses or limit access in any way. Romanstone Hardscapes constantly strives to maintain a friendly, informative, and non-invasive website for our visitors. Fell free to contact us with any requests or changes you feel appropriate.  

Contact

If you have any questions regarding this policy, or your dealings with our website, please contact us here:

Romanstone Hardscapes

info@romanstone.com

Contact

If you have any questions regarding this policy, or your dealings with our website, please contact us here: info@romanstone.com

Warranty

The fireplace does not come with a warranty. I don’t want to scare you away, but we aren’t selling a finished product, just the kit to build it. As easy as this is to build, people modify the kit and could potentially build it any number of “unwarranty-able” ways. The materials are guaranteed to be free from defects. Moreover, they are high quality materials. That being said, the longevity would come down to where the fireplace was built and how it was used. I would say with proper maintenance, it should last over a lifetime. Check the trim stones annually. They may become lose – just re-adhere them. Keep water from undermining the foundation. Visually inspect the firebrick every couple years. You should have a product that lasts a long time – like other masonry fireplaces.