Shipping policy
Shipping methods
We ship using two methods depending on the size and weight of your order:
| Method | Products | Carrier |
|---|---|---|
| Ground shipping | Lighter pieces under 100 lbs (most 18", 24", and 30" table tops) | FedEx Ground or UPS Ground |
| Freight (LTL) | Heavier pieces over 100 lbs (most countertops, 36" table tops) | FedEx Freight or regional freight carrier |
We determine the shipping method based on your order at the time of fulfillment. You will receive a tracking number via email once your order ships.
Processing and delivery times
| Stage | Timeframe |
|---|---|
| Order processing and quality inspection | 1–3 business days |
| Ground shipping (contiguous US) | 3–7 business days |
| Freight shipping (contiguous US) | 5–10 business days |
| Total estimated delivery | 4–13 business days from order date |
Orders placed after 12:00pm CST Friday will begin processing the following Monday. We do not ship on weekends or federal holidays.
Freight delivery — what to expect
If your order ships via freight, here is what you need to know before your delivery arrives:
- The freight carrier will call you to schedule a delivery appointment — make sure your phone number is correct at checkout
- Someone 18 or older must be present to receive and sign for the delivery
- Standard delivery is curbside — the driver will bring the crate to the end of your driveway or building entrance
- White glove inside delivery is available for an additional fee — contact us before ordering at support@thecounterstore.com
- If you miss your scheduled delivery appointment without 24-hour notice to the carrier, a re-delivery fee may apply
- Please ensure there is clear access to your driveway or delivery area — the freight driver operates a large truck
Important — inspect your order before signing: Before signing the freight carrier's delivery receipt, carefully inspect the outside of the crate or box for any visible damage. If you see any damage — even minor dents or punctures — note it on the delivery receipt before signing and take photos immediately. Signing the receipt without noting damage limits our ability to file a freight claim on your behalf and may affect your eligibility for a replacement or refund.
Shipping costs
Shipping rates are calculated and displayed at checkout based on your order and delivery location.
- FREE shipping applies to most orders within the contiguous US
- Orders shipping to Zone 7–8 destinations (West Coast states including CA, OR, WA, NV, AZ, ID, MT) with pieces over 130 lbs may incur an additional distance surcharge. If this applies to your order we will contact you before processing.
Packaging
Every order is packaged to survive the rigors of ground and freight transit:
- Stone surface wrapped in protective stretch wrap or moving blanket
- Minimum 2" foam cushioning on all six sides
- Double-wall corrugated box rated for 200 lbs, or reinforced wooden crate for heavier pieces
- Poly strapping in both directions
- Clearly marked: FRAGILE, THIS SIDE UP, HEAVY
Please do not discard the original packaging until you have fully inspected your piece. It may be required if a freight damage claim needs to be filed.
Damaged orders
Despite our best packaging efforts, damage can occasionally occur during transit. If your order arrives damaged:
- Note the damage on the delivery receipt before the driver leaves
- Photograph the damage to both the packaging and the stone immediately
- Keep all original packaging materials
- Email us at support@thecounterstore.com within 48 hours of delivery with your order number and photos
We will work with you to resolve the issue as quickly as possible through a replacement, store credit, or refund depending on availability and the nature of the damage. Claims submitted after 48 hours or without photos may not be eligible for resolution.
Lost or stolen packages
If your tracking shows delivered but you have not received your order:
- Check with neighbors and building management
- For freight orders, confirm your delivery appointment was scheduled and completed
- Contact us at support@thecounterstore.com within 5 days of the marked delivery date
- We will work with the carrier to investigate and resolve
Order cancellations and address changes
If you need to cancel your order or change your shipping address, please contact us within 24 hours of placing your order at support@thecounterstore.com with your order number in the subject line. Once your order has entered processing or the stone has been cut, we are unable to make changes.
Contact us
If you have any questions about your shipment, delivery, or our shipping process, we are here to help.
- Email: support@thecounterstore.com
- Hours: Monday – Friday, 9am – 5pm CST
- Location: Dallas, Texas