Frequently Asked Questions

Frequently Asked Questions

Jul 31, '19
  1. How much do I need?
  2. What does the minimum depth mean on the coverage calculator?
  3. Can I order samples before purchasing full pallets?
  4. Why is shipping so expensive?
  5. How much rock comes on a pallet?
  6. How is material packaged?
  7. How long does it take to receive my order?
  8. What are the limitations of deliveries?
  9. Am I paying a deposit for the wood pallet or canvas supersack?
  10. Why can't I return an order?
  11. Why does the stone I received look slightly different in shape, color, or size than the images on the website?
  12. Is rock washed before shipping?

 

Q: How much do I need?

A: Use our unique coverage calculator to determine the amount of stone you'll need.

Q: What does the minimum depth mean on the coverage calculator?

A: 98% of the time our products are being used as a loose ground cover material.  The minimum depth is the number in inches it takes to cover the sub base 100%.  This is sufficient for areas where the stone is being used for decoration only purposes, but if installing in an area that will get occasional foot traffic, it is a good idea to install at a greater depth.  

Q: Can I order samples before purchasing full pallets?

A: Absolutely!  We strongly encourage our first time customers to order samples of any/all of the products they are considering purchasing prior to ordering full pallets, especially since we have a strict no return policy.  Go here to order your samples now.

Q: Why is shipping so expensive?

A: Due to the heavy nature of our products shipping costs are much higher than other parcel type packages.  Shipping rates are based on density and stone has the highest classification along with some of the highest rates.  Rest assured we do not mark up the freight. 

Q: How much rock comes on a pallet?

A: The majority of our products come packaged in pallets that range from 2000lbs-2200lbs.  The exact weight of your product will be listed directly under the price so you know how much you are purchasing.  Please remember that every stone has a slightly different density so be sure to use the coverage calculator for each product you are considering.  If you are comparison shopping it is also a good idea to make sure that the weight of our competitions product is comparable to ours.

Q: How is material packaged?

A: All of our products are shipped on a pallet of some sort so they can be moved around by forklift or pallet jack during shipping process.  Supersacks or wire baskets are the predominate choice of packaging, but some of our products are offered in smaller heavy duty clear plastic bags while other are in wooden crates.  See the individual product to view how it is packaged.

Q: How long does it take to receive my order?

A: We typically need 2-4 days to process your order and package it for shipment.  After that the transit time is based on 3rd party freight carriers from our various locations around the Western United States to your destination address.

Q: What are the limitations of deliveries?

A: Deliveries are typically going to be scheduled with you via the freight carrier on business day Monday through Friday, as they require someone to be present at time of delivery.  Rural locations, high density downtown areas all may impact delivery days and times.  If you have anything unique about your delivery location that you think would be helpful for the delivery driver to know before hand, please include that information when ordering.  View this page for what to expect and how to plan for delivery.

Q: Am I paying a deposit for the wood pallet or canvas supersack?

A: No.  OSS does not charge extra or require a deposit for these items that are essential to your delivery.  You are free to dispose of or recycle them as you see fit. This makes getting material out of the packaging much easier.  It is simply a matter of cutting bag with a utility knife and shovel product out.

Q: Why can't I return an order?

A: Because shipping cost is such a large portion of the landed material cost, it is as unrealistic for us to expect our customers to pay to ship our products back as it is to expect OSS to cover return shipment fees. 

Q: Why does the stone I received look slightly different in shape, color, or size than the images on the website?

A: All of our material are products of nature and therefore there is the inherent risk that the physical characteristics of a material can change over time and various extraction sites.  It is best practice to order all the material needed for a project at the same time.  This minimizes that chance of receiving a slightly different looking product if ordered several months/years later.   

Q: Is rock washed before shipping?

A: No, rock is packaged and shipped in an unwashed form.  Material will be shipped direct from an operating quarry where conditions are dusty and dirty and chances are, the rock will be dirty. A quick rinse with the hose or a rain shower will bring out the true colors of your product.  Angular crushed rock will have considerably more fines (dust) than a round rock due to the crushing and screening process.