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FAQs

Getting Started

What if I can’t find a product that I am looking for?

Reach out to customer support via live chat or Contact Us page and let us know what you are looking for and we will do our best to find and source the product you are looking for.

Do you help customers figure out the quantity of materials needed?

Yes, our customer support is here to help, if you have measurements we can help you figure out exactly what you will need to order.

I have a sketch of my project. Can you help me figure out what I need for materials?

Yes, before you submit your order for a quote, you can upload any photos or drawings of your project, and we will help you figure out what you need to complete your project.

What is a RFQ?

RFQ is a Request for Quote, every project starts with a RFQ. We do not list prices, instead, we create a materials list based on your project specifications and work to find you the best prices on your materials.

What is a materials list?

A materials list is a detailed breakdown of the materials needed to complete a project. We keep it simple for customers by creating the materials list for them based on their project details.

Do I need you to put together a materials list for me?

No, if you know exactly what you want already, then you can use our quick order flow and enter in exactly what you need quoted.

How do you guarantee the best prices and availability?

We work with local independent garden centers where we receive project-specific bids and availability reports on materials that we organize and compare to provide you with the best results.

Do you offer onsite help with design and measurements?

Yes, we have industry professionals that can help you plan your project from start to finish. View our Services section to learn more.

Do you offer installation services?

We do not offer in-house installation services, however, we made it easy for you to get quotes on installation by utilizing our Hardscape Hub™.

How quickly could you provide an estimate on our project?

All RFQ’s are completed within 24- 48 hours after the project details are submitted.

How quickly could we receive materials?

Depending upon the availability of materials and schedule at the time of processing, you could receive your order as soon as the next business day, but most deliveries are 2 to 4 days after payment is made.

Placing Order

I have a question about my quote or would like to make a change, what do I do?

Simply message your sales representative and they will answer your questions or make needed adjustments to your quote.

Can I view product samples before we purchase materials?

Yes, if you would like to view samples please let your sales representative know and they can coordinate sample viewing and provide areas to view the product on display.

I want to move forward with my order. What are the next steps?

Simply click, “Accept Proposal” and make your payment, this will start the process of getting your order fulfilled.

Will I know who is delivering my materials?

Yes, upon order processing we will advise you of the local supplier(s) who are preparing your order and the status of your delivery.

Who do I contact if there are concerns with my order?

You can contact your United Hardscapes sales representative who will then contact the local supplier and work with you to figure out a solution.

Can I do COD for orders?

Sorry, we do not offer a COD option, however, we accept all major credit cards and bank transfers.

What is your return policy?

All sales are final on bulk materials (Stone, gravel, mulch, etc.) For hardscape materials such as pavers or walls, all materials would need to be in “full layers” - in good clean condition and must match the original layer layout. The extra materials must be placed in an easily accessible area and a picture must be submitted prior to return pickups are scheduled. Return orders would then be scheduled for pickup. There is a pickup delivery fee and a 30% restocking fee that would also apply. You will receive a credit once the materials are picked up and inspected.

What if I need additional materials for my order?

Reach out to customer support via live chat or Contact Us page and let us know what you are looking for, and we will do our best to find and source the product you are looking for.

What if the materials I choose are not available?

We will notify you if we can not locate your requested materials, advise you of equivalent materials that could be a suitable replacement, or we can place you on a waiting list and as soon as the product is available we will process your order.

What if I want to cancel my order?

The order can be canceled within 24 hours before your scheduled delivery. Special order products cannot be canceled.

Delivery

Does my entire order come from the same local supplier?

What if I need my order “Split” so that it's delivered on different dates (base, pavers, topsoil, etc.)?

What type of delivery trucks can I expect?

Where will you place my order when delivered?

What if I need to change my delivery date?

Will deliveries be affected by rain or other inclement weather?

Should I place a tarp where materials are placed?

Can you coordinate delivery with a contractor who I have hired?

Looking to receive estimates on labor

to install your project?

Check out our Hardscape Hub to learn more.
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