FAQ

When your order ships, we email you the carrier's name and tracking number (for freight, the carrier's PRO number). Use it on the carrier's website to follow your shipment.

You can cancel free of charge any time before your order ships, except custom and made-to-order items. Contact us as soon as possible at support@hardscapeheavy.com or (805) 398-6165.

We accept major credit cards, PayPal, Apple Pay, Google Pay, Amazon Pay and Shop Pay, including Shop Pay Installments on eligible orders. For larger orders you can also pay by wire transfer, ACH or business check: email support@hardscapeheavy.com for an invoice, and your order ships after payment clears.

Shipping is calculated at checkout, before you pay, and each option shows its full price, with no separate handling fee. Freight is priced by your ZIP code, the item's freight class (a standard pallet, or heavy freight at 1,500 lb and up) and the delivery type you choose. Items 8 feet long or longer include the carrier's overlength charge. An order of parcel items only gets one option, Ground shipping, priced by weight.

For an exact price before you order, use the Get a Freight Quote button on the product page. Full details are in our Shipping Policy.

Smaller items ship by ground parcel carrier. Larger items and heavy equipment ship on a pallet by LTL freight, and for those checkout offers five delivery types:

Freight: commercial address, forklift or dock on site. Commercial address with a dock, forklift or machine to unload the truck.

Freight: pick up at the carrier terminal nearest you. You collect the pallet at the carrier's terminal nearest your ZIP; bring a trailer. Lowest cost.

Freight: commercial address, liftgate delivery. Commercial address; the truck lowers the pallet to the ground.

Freight: jobsite or limited-access site. Jobsite, farm or other limited-access site; a machine on site to unload.

Freight: residential liftgate delivery. Home address; the truck lowers the pallet to the ground. Carrier residential fee included.

Dock delivery and terminal pickup are the lowest cost; commercial liftgate, jobsite and residential liftgate delivery add the carrier's fee. Choose the one that matches your address: a home address needs residential liftgate delivery unless you pick up at the terminal, and a commercial address with no dock, forklift or machine to unload needs commercial liftgate delivery. If your choice does not match your address, we contact you before your order ships to switch it either to the matching type, invoicing you the difference, or to terminal pickup. Nothing ships until that is settled.

The carrier holds your shipment at its terminal nearest your ZIP code, with you as the consignee, and notifies you when it arrives. It costs the same as dock delivery, the lowest of the five options.

Bring your own trailer and a photo ID. Load the pallet with your own forklift, or have the terminal load it; we first confirm with the terminal that it can, and then you arrange the pickup time with them. Pick up within the carrier's free storage window, usually 2 to 3 business days; after that, the carrier's storage fees are passed on to you at its actual charge. If the carrier for your item's brand cannot hold shipments at a terminal, we switch your order to dock delivery at a commercial address you name, at no extra charge.

Yes. Use the Get a Freight Quote button on the product page, and we email you the delivered price within one business day. You can also call (805) 398-6165, Mon to Sun, 9am to 5pm Pacific Time. Use the button too for a special delivery, such as inside delivery, a delivery appointment, crane unloading, or a piece 12 feet or longer; we quote it before you order.

Several units of the same brand ship together on one truck, and checkout prices them as one shipment. More units cost more to ship than one, but less than ordering them one at a time, and the fee for your delivery type is charged once per shipment.

Each brand ships from its own manufacturer or distributor, so items from different brands ship separately and may arrive on different days. Checkout adds the shipments together, so each option shows the full shipping price for your order.

Every order ships directly from the manufacturer or distributor. Baumalight is a Canadian manufacturer based in Wallenstein, Ontario, so Baumalight orders ship either from Baumalight in Wallenstein or from a Baumalight distributor in the U.S. We cover any customs or brokerage charges on those orders, so you won't be billed for them at delivery.

Handling and transit times for parcel and freight are listed in our Shipping Policy. If your order will ship later than those times, we contact you and keep you fully updated throughout the process.

We deliver to the 48 contiguous states. We do not ship to Alaska, Hawaii, US territories, military (APO/FPO/DPO) addresses or outside the United States.

Inspect the pallet before the driver leaves, or before you leave the terminal, and note any damage or shortage on the delivery receipt. Email photos of the damage, the packaging and the SKU to support@hardscapeheavy.com within 24 hours of delivery or pickup, including any damage you find while unpacking. We file the freight claim for you. If your item arrived damaged, we pay return freight, no restocking fee applies, and we refund your original shipping.

Cancel free before your order ships. Shipped orders may be returned within 30 days of delivery if unused and complete, with a restocking fee of up to 25% plus return freight. Returns need the manufacturer's agreement to take the item back. We ask for you, and if they won't, the sale is final. Custom and made-to-order items are final sale. Report freight damage, including damage you find while unpacking, within 24 hours of delivery or pickup. Full details in our Refund policy.

Initiating a return is simple. Email support@hardscapeheavy.com or call (805) 398-6165 with your information on hand to start a return.

Returns of shipped orders carry the manufacturer's restocking fee, never more than 25% of the product price, plus the actual cost of return freight, which we quote before you ship. Original shipping charges are not refunded. If your item arrived damaged or we shipped the wrong item, we pay return freight, no restocking fee applies, and we refund your original shipping.

Products carry the manufacturer's warranty, shown on the product page where stated or available from us on request. Hardscape Heavy does not add a warranty of its own, and we will help you file a warranty claim with the manufacturer.

Product registration for warranty coverage is a straightforward process. Upon receiving your order, you will find detailed instructions on how to register your product with the manufacturer.

We will assist in the pre-processing of your claim with the manufacturer. Please contact us at support@hardscapeheavy.com and provide the necessary information that manufacturers typically require for warranty claims.