Preparing for Your Freight Delivery

A representative from Masonmade will discuss shipping options with you during the selection and ordering process. They will advise on which shipping option is best based on the type and quantity of material you are ordering. Once your order ships, the delivery details will also be included in your shipping confirmation email. And of course, you can always give us a call if you are uncertain or have questions about delivery methods.

We do our best to secure the safest shipping method, at the best price. We take into consideration the type of material, your delivery location and your preferred timeline. Our team will get quotes from various freight carriers before sending you an estimate.

When you receive an estimate from Masonmade, we include a budget price for the best shipment option at the time the estimate is generated. However, shipping rates change frequently. While we try to “lock-in” an estimated rate for a minimum of two weeks, we cannot guarantee that your freight cost will not increase or decrease in that time.

Your actual shipping cost cannot be determined until the shipment is booked. And keep in mind, we cannot properly budget, or book, your freight until you confirm your final quantities and approve your sales order. We never want you to feel rushed, but we do want to remind you that freight prices can continue to change until you approve your order.

After you have reviewed and confirmed your order details and paid your invoice, your material will be produced. It could take anywhere from 2–12 weeks* for your order to be completed. However, lead times will vary and can exceed 12 weeks especially for custom material. Once your order is complete we’ll secure a freight carrier and schedule your shipment.

The moment your order leaves our material yard you will receive a shipping confirmation email from Masonmade that will outline the delivery process based on your carrier. Transit times fluctuate based on various factors including your location, type of shipment, weather, volume of deliveries, road conditions or construction, etc.

*Material lead times will vary and production may exceed 12 weeks

Freight carriers usually will not call prior to delivery. Some carriers may call as a courtesy, but you should not depend on this. If the carrier does call you to schedule a delivery window (delivery windows can span anywhere from 4 to 8 hours), it would be once your order reaches the freight company’s local facility. It is crucial for you to provide an accurate phone number when you place your in the event the freight company needs to get a hold of you.

You only need to be present at the delivery site to receive your shipment if the carrier called you to schedule your delivery. The freight driver will give you a receipt, which you must sign to confirm the delivery (please make notes of any issues for the driver to have on record). If they did not call to schedule your delivery, then you do not need to be home to receive it, though we still recommend you be there to inspect your delivery and move it from the curb.

No, freight drivers perform curbside delivery only. Their trucks are outfitted with liftgates to unload the items, but you’re ultimately responsible for moving the shipment from the curb into your home or to the specific project area. For that reason, we recommend having your contractor present with lifting machinery to assist with unloading and moving your material. In our experience, this makes for a smoother delivery — remember, items ship via freight only when they’re too large or heavy for a standard courier service to transport, so it is not likely that you can or would want to move your material by hand.

When your shipment arrives, inspect the pallet and packaging – especially on custom cut stone orders. If you notice any issues, please make a note on your receipt before signing and giving it back to the driver. After you have noted the issues with the driver, take photographs and reach out to Masonmade as soon as possible to discuss your concerns.

If your order looks good, you or your contractor should move the material from the curb and relocate it to your installation site as instructed by your installer. Please keep in mind, pallets sitting on the ground are often too low for drivers to see from inside their vehicle, so you will want to move the material to a safe location as quickly as possible.

If you were not present when the shipment arrived, inspect your material as soon as you get home. If you notice any issues, take photographs and reach out to us as soon as possible.

If you notice something wrong with your material or if the packaging looks damaged, please note the issues with the driver before signing the delivery receipt, take photographs and reach out to us as soon as possible. While we strive to package and protect material as best as possible, damage can occur during transit. Please report any concerns to Masonmade within two days from the date of delivery. And of course, if you have any questions or feel your material is not correct you can call us prior to installation at (314) 833.3636 – installation of the material is considered acceptance and we cannot assist once material has been installed.

Please report any damages or issues with your order within two days of delivery. If something needs to be addressed, we want to resolve the issue as quickly as possible – so please make us aware of issues with your order as soon as possible and definitely before any material is installed.

We understand how frustrating it can be to schedule time and coordinate with a contractor, only for the delivery window to pass without your shipment arriving. Should that occur, please call us immediately so that we can notify the freight company about the missed appointment and help you reschedule. We may also explore alternate solutions like a terminal pickup. Either way, we are here to help and will always strive to make it as easy and efficient as possible for you.