Picking up your order

Where and when

Pickup hours: Monday to Friday, 9:00 AM to 5:00 PM. Closed on major holidays; call 208-701-8324 before you come around a holiday to check our hours.

1. Wait for your ready notice

Paying for your order doesn’t mean it’s ready to collect. After your payment clears, we find and check your item and send you a separate ready-for-pickup notice with your collection deadline.

Most orders are ready within one business day after payment clears. If yours will take longer, we’ll tell you.

Please don’t drive out before you get your notice. We send it by email to the address you used at checkout, and we also call if we have your phone number.

2. Collect by your deadline

Pick up within 7 calendar days of your ready notice; the notice gives the date.

Need more time? Call 208-701-8324 before your deadline, and we’ll extend it once, by up to 7 more days.

3. What to bring

• Your order number.
• Photo ID. The name must match the name on the order.
• A vehicle suited to your item. If you’re not sure what your piece needs, call us before you come and we’ll tell you.

4. If someone else is collecting

Tell us their full name before they come, by replying to your ready notice or calling us. They must bring their own photo ID and your order number. We won’t release an order to anyone not named on it.

5. Loading and transport

Our staff load your item. You secure it to your vehicle, and once it’s loaded it’s your responsibility, including on the drive home. Please stay where our staff ask you to stand while stone is moving.

Our staff may refuse to load a vehicle that isn’t suitable for the item. If that happens, your order stays reserved until your deadline, so you can come back with a suitable vehicle.

6. Inspect before it’s loaded

Look over your item with our staff before it’s loaded. Point out any chip, crack or other damage then, and we’ll note it on your pickup receipt.

If there’s a problem with the piece, we’ll offer another piece of the same color and width if one is in stock, or refund what you paid in full.

Natural features of stone, such as fissures, pits, and variation in color and pattern, are not damage.

Once your item is loaded and you’ve signed the pickup receipt, it’s yours. We can’t accept claims for damage that was visible at pickup but not noted on the receipt.

7. If you miss your deadline

We’ll contact you to arrange a new pickup date. If we can’t reach you, or you don’t collect within 14 days after your deadline, we may cancel the order and refund your payment less a 15% restocking charge.

8. Changing or cancelling before pickup

You can change your pickup day any time before your deadline. To cancel before your item is loaded, call 208-701-8324 during warehouse hours, and we’ll refund the full amount, including sales tax.