Frequently Asked Questions
What are your business hours?
2011 Business Hours: Apr 1 - Apr 30 by appointment or chance only. please call our toll free: 1.877.554.3478 and leave a message to make an appointment, your call will be returned.
Weather permitting we will open May 02 and operate from 8am-5pm Monday-Friday, Sat 8am - 3pm. Check updated hours of operation that are recorded on the office answering machine. You may feel free to walk through the yard on any day.
Where are you located?
Our street address is 275 Main St. E. Otterville, Ontario. N0J 1R0. We are located in the village of Otterville on the south side of county road 19, 1 km west of highway 59 or 14km east of highway 19. For you techno-junkies our GPS co-ordinates are N42.92734 x W80.59715
Deliveries & Pick-Up
Do you deliver?
Yes we do. We have many methods of delivery to accommodate virtually any size or type of order.
Can we pick-up direct and is there a discount for picking up ourselves? We encourage customers to pick up themselves. We do not offer discounts for pick-up yourself, but we do have volume purchase discounts available. These discounts are on the price list.
Is delivery included in the pricing of the product?
No, delivery is additional.
How much does delivery cost?
We cover such a large area delivery cost is determined on an order by order basis. Basic delivery costs are listed in the price booklet and these will cover most homeowner requirements. More specific delivery needs and cost can be discussed. The following equipment list will give you our complete offering of delivery services.
Mini Dump - up to 8000lbs product
- self-dumping, tandem, pull behind trailer for a heavy duty pick up truck
- available for rent with a material purchase (appropriate vehicle required)
- up to 9 yards mulch or 4 yards gravel typical capacity, 2 products are possible
- off-load skids and super sacs with your machine on site
- dump bulk product, armour stone/rock on site
Boom Truck - up to 24000lbs product
- multiple product delivery
- self off-loads any combination of skids, super sacs and bulk Armour stone/rock
- 360 degree rotating rock grapple for off-loading, placement
- 8000lbs @ 10 feet lift capacity, 2000lbs @ 36 feet reach from rear of truck
- place large feature rocks, rock signs with ease
Dump Truck - tri-axle, up to 47000lbs product
- up to 30 yards mulch or 17 yards gravel typical capacity
- 1 bulk product only
T/A Dump Tractor Trailer - tandem axle, up to 50,000lbs product
- up to 30 yards mulch or 17 yards gravel typical capacity
- 1 bulk product only
Tri/A Dump Tractor Trailer - tri axle, up to 60,000lbs product
- up to 30 yards mulch or 22 yards gravel typical capacity
- 1 bulk product only
B-Train End Dumps - up to 72,000lbs product
- up to 60 yards mulch or 27 yards gravel typical capacity
- can deliver 2 bulk products (ask for details)
48 foot Flat Bed Trailer - up to 80,000lbs product
- multiple product delivery
- deliver any combination of skids, super sacs and bulk armour stone/rock -offload with your machine on site
Are you able to deliver multiple products at the same time?
We have the capabilities to perform this service, charges for multiple product delivery will depend on volume and which delivery unit will have to be used. Please see the above list of delivery equipment for details.
Are you able to off-load or do we need to make arrangements for someone to off-load on our end?
Typically we off-load the product. In some cases you may be required to off-load; this will be explained at the time of purchase. Off-loading can be done by a contractor you have hired or with rental equipment available to you. Please see the above list of delivery equipment for more details.
Are there additional costs for off-loading?
Typically not. A proper, readily accessible area to off-load is required in close proximity to the delivery equipment (usually your driveway or front yard). The delivery charge includes a moderate amount of time to off-load the product given the delivery method; this will be explained at the time of purchase. We can accommodate longer periods of time for more specific placement requirements. Please discuss this service BEFORE you ask our driver to place your purchase at the back of the yard or install your purchase.
When and how are deliveries scheduled?
Our goal is to accommodate deliveries according to the customers schedule and product availability. For economic reasons the time of delivery and location are considered when scheduling. If your order consists of only a few items then usually we can deliver the same day. If your order is substantially large and consisting of a variety of products, we may need 2-3 days to put the order together, especially during the peak season.
Will we be notified before the delivery leaves your yard?
Yes. Our policy is to give a courtesy call the day of delivery. This is a good time to clarify anything before we leave the yard or add extra product.
Should we be there for when the delivery arrives?
It makes our job much easier and more accurate if someone is at your site. You can ensure the product is correct (if the order has been placed by phone) and that the product is off-loaded as close as possible to where you would like it.
METHOD OF PAYMENT
What types of payment do you accept?
All products are C.O.D by Debit, Visa, MasterCard, Cash or approved Cheque. We do not administer charge accounts.
Do you require a deposit?
Yes, all orders above 100.00 require a 20% deposit on material and is non-refundable.
When do I pay?
If it is cash & carry you make your payment at the front office. Visa or MasterCard pays phone-in orders. If your order requires some time for us to put it together we require a 20% deposit on material and is non-refundable and when your order is completed we will be glad to call you with the remainder of the cost when it is ready. You may pay with Visa or MasterCard by phone or Cash or approved Cheque upon delivery.
Do you accept American Express?
No, we currently do not at this time.
Do I pay for tax?
Yes. HST is applicable on all product and service costs.
Do you accept returns?
No. If you're not satisfied with the quality of a product then please contact the owners Bill or Mel direct. We suggest that your measurements be accurate to prevent from over purchasing. You will find measuring guidelines in our price list and we are glad to assist you in calculating quantities. We do our best to calculate accurately with the information we are given.
ABOUT OUR PRODUCT LINE & HOW TO PURCHASE
Do you carry any paving or concrete products?
yes we do. We are a full line distributor for Brown's Concrete Products Limited. A complete compliment of products are available for your landscape needs.
Do you provide install services?
We accell at providing you with the knowledge to install product yourself. We can also refer you to contractors in your area.
Do you provide Landscape Design?
No. We can provide guidance as to who can provide this service.
Are you just Retail or are you Retail & Wholesale?
Most people refer to this as a way to save money buying 'wholesale' like a contractor. We believe our price structure is such that you, our customer, will have the advantage of exceptional value compared to all other suppliers. It is important that as a consumer you are aware of the material cost of your project. Whether you are buying the material or your contractor, you should be getting the best value for your dollar. Talk to us about your price concerns, be a aware and compare.
Does your product line change frequently?
The names of natural stone products change very little from season to season. The physical characteristics such as color texture and size change quite often. All product availability depends on what the quarries are able to produce given the time of season and geographical area of extraction. We are always seeking new product to improve your selection. Some products in our yard are purchased on a one-time deal through our (as we call it) shopping spree. These can be very unique. Our price list has many products and we try to keep it current. We recommend that you visit our yard & base your purchasing on what is available in stock.
Are you open all year round?
Yes, except during the Christmas season. We shut down two weeks before and return the first week of the New Year. We are definitely your year round source for natural stone products. During the months of November to the end of April please check updated hours of operation that are recorded on the office answering machine and feel free to use any of the contact numbers for Bill or Mel. You may feel free to walk through the yard after hours on any day.
Do I have to purchase a certain amount or can I purchase any amount I want?
You have the option to purchase as little as you want or as much as you want. There is no pressure to buy quantity. Our yard has a digital platform scale and our loader is also equipped with a digital scale as well as various size buckets for bulk loading.
Do you carry bagged product?
For small amounts we have bags available that hold up to 80lbs or 1.5 cubic feet; you can bring your own bags or containers also. You may fill these yourself. The products are sold by the pound. For large amounts we have super sacs available that hold up to 3000lbs or 1 cubic yard of product. We fill these and the product is typically sold by the bulk method of measurement. SUPER SACS MUST BE RETURNED IN GOOD CONDITION.
Do you have a skid, bag, or super sac charge?
Unfortunately we do administer charges for these items. Please see our price guide for applicable charges and refunds.
Do I have to handle the product myself when purchasing?
Not at all. One of our staff members will be happy to assist you gathering and loading the product. If you choose to handle the product yourself we ask that you wear the proper footwear and bring protective gloves. Stone can BITE!
Do you offer gift certificates?
Yes. There is no amount limit or expiry date. They are limited to available product or merchandise and there is no cash value.
Do you provide engraving services?
We have a business associate that provides this service. Your purchase can be engraved at our yard or your job site depending on the weather. www.customrockcreations.ca
Are you able to custom cut or drill stone?
Most stone can be cut or drilled. This is determined on an order by order basis as it is a specialized service. Equipment is available to cut to a depth of 5 inches or drill up to a 3-inch hole up to 30 inches deep.
Is there extra cost to custom cut or drill?
Yes, pricing will depend on what the specifications are.