Frequently Asked Questions
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About Stone Centre
How long has Stone Centre been operating in Australia?
How long has Stone Centre been operating in Australia?
Stone Centre has been supplying natural stones across Australia since 1989 to homeowners, builders, architects, landscapers and more
Where is Stone Centre located?
Where is Stone Centre located?
Stone Centre has its warehouses in Sydney, Melbourne and Brisbane.
Do you have multiple warehouse locations?
Do you have multiple warehouse locations?
Stone Centre has warehouses in Sydney, Melbourne and Brisbane with Australia-wide delivery.
Warehouses Info:
Sydney – Wetherill Park, NSW 2164
Brisbane – Stapylton, QLD 4207
Melbourne – Dandenong South, VIC 3175
What makes Stone Centre different from other suppliers?
What makes Stone Centre different from other suppliers?
Stone Centre stands out for its wide range of natural stones including Travertine, Sandstone, Bluestone, Limestone, Slatestone, Granite and Marble for residential and commercial spaces. We provide quality products at the best market price as well as free samples to help customers choose the right stone for their project.
Why should I choose Stone Centre for my project?
Why should I choose Stone Centre for my project?
Stone Centre supplies quality natural stones across Australia with reliable delivery. We are a one-stop solution for all your natural stone requirements with a wide range of products. We help homeowners, designers, landscapers and more create the space of their dreams. You can also visit our warehouses to experience the quality of natural stones in person. We also offer free samples.
Can your team help me choose the right product for my project?
Can your team help me choose the right product for my project?
We have a customer support team who can answer your queries and help you with technical information. You can visit our warehouses to experience the natural stones and decide the right product according to your budget and needs.
Do you provide advice before I place an order?
Do you provide advice before I place an order?
The team at Stone Centre can help with answering your queries and providing technical information about the product. Furthermore, you can request a free sample to understand the look and feel of the product.
Can I visit your warehouse before placing an order?
Can I visit your warehouse before placing an order?
You can visit Stone Centre's warehouses before placing an order. We recommend calling ahead and take a prior appointment to confirm visiting hours. This allows you to understand the stone quality, texture, colour and finish in person.
What are your business hours?
What are your business hours?
Business hours at all three warehouses are Monday-Friday, 8:30 AM-4:30 PM. Sydney (Wetherill Park) is also open on Saturday, 9 AM-1 PM. All warehouses are closed on Sundays. In case of product pick-up, the timings are 8:30AM - 3:30PM. Our support team is available from Monday to Friday with working hours from 8:30 am to 5:00 pm AEST.
Are you open on weekends?
Are you open on weekends?
Business hours at all three warehouses are Monday-Friday, 8:30 AM-4:30 PM. Sydney (Wetherill Park) is also open on Saturday from 9 AM to 1 PM. All warehouses are closed on Sundays. Product pickup is only available on an appointment basis.
About Free Samples
Do you offer free samples?
Do you offer free samples?
Yes, we offer free samples at minimal delivery charges which can be directly ordered from our website.
How can I request a free sample?
How can I request a free sample?
You can directly place order from our website. For any further queries, call or email our support team. Our sales team will also contact you before processing the order.
Is there a limit on the number of samples I can order?
Is there a limit on the number of samples I can order?
You can order a maximum of 7 samples per order and 1 sample per product can be ordered online at minimal delivery charges.
Do I need to pay for sample delivery or handling?
Do I need to pay for sample delivery or handling?
Samples are free, however, there are delivery charges that needs to be paid.
1-3 samples: $29.50 + GST
4-5 samples: $39.50 + GST
6-7 samples: $49.50 + GST
Can I order samples for multiple products at once?
Can I order samples for multiple products at once?
Yes, you can order samples for multiple products at once. We offer a maximum of 7 samples per order and 1 sample per product can be ordered online at minimal delivery charges. You can also pick up free samples from our warehouses in Sydney, Melbourne and Brisbane.
How long does it take to receive a sample?
How long does it take to receive a sample?
Sample orders are processed for delivery within 2 to 3 business days from the order placement and confirmation of successful payment of the delivery/shipping fee or otherwise agreed in writing at the time of sample order placement.
Will samples be delivered separately from bulk orders?
Will samples be delivered separately from bulk orders?
Yes, samples will be delivered separately from the bulk order. Rest assured, this will not impact the delivery time of your bulk order.
Can I track my sample delivery?
Can I track my sample delivery?
Tracking information will be provided via email once your sample has been dispatched. If you haven't received tracking details or links, contact our customer support. However, if there is any change in the order our support team will contact you.
Delivery & Shipping
Where do you deliver across Australia?
Where do you deliver across Australia?
We deliver Australia-wide from our warehouses in Sydney, Melbourne and Brisbane. Also, you can request free samples at a nominal delivery charge across Australia.
How much does delivery cost?
How much does delivery cost?
Delivery cost depends on the location and preferred delivery method you choose. Contact us to know more about the exact delivery charges. We work with third-party shipping partners to ensure on-site deliveries.
How long will delivery take after placing an order?
How long will delivery take after placing an order?
All orders will be processed for delivery within 3 business days of the order date and after confirmation of full payment.
Delivery Time (Estimated)
Metro Areas: 3-4 business days
Regional Areas: 4-8 business day
Can I choose a preferred delivery date?
Can I choose a preferred delivery date?
You can choose your preferred delivery date; however, availability may vary in certain areas. For more details, please contact our support team and they will confirm delivery based on your location.
Can I pick up my order from your warehouse?
Can I pick up my order from your warehouse?
Yes, you can pick up your order from our warehouse, however, we do not facilitate same-day pickup. It usually takes 3-7 business days. It's best to call us on 1300-989-452 to check if your order has been packed. For further details, check our pickup policy.
Pickup Timing for your ease are:
Mon-Fri: 8:30 AM – 3:30 PM (All Locations)
Sat: 9 AM – 1 PM (Sydney Only) Sun - Closed
What happens if my delivery location is difficult to access?
What happens if my delivery location is difficult to access?
If your delivery location is difficult to access, please inform our team about the site details in advance. The Stone Centre team will review the access requirements internally and advise you on the most suitable delivery method for your location.
Will the driver unload the materials at my site?
Will the driver unload the materials at my site?
All goods are delivered to kerbside or the nearest accessible external point at the driver's discretion. Our third-party carriers will not enter premises or move goods beyond the external delivery point. Please ensure someone is at the delivery address to supervise and sign for the goods.
Do I need to arrange unloading equipment (forklift, crane, etc.)?
Do I need to arrange unloading equipment (forklift, crane, etc.)?
At the time of delivery, if you have opted for forklift delivery or HIAB crane then it will be provided. If not, then you have to arrange at the time of delivery. Please note that your site must have appropriate access and a hard, flat surface. For forklift deliveries, a minimum clearance of 2.2 metres wide is needed. Contact our team before ordering if you have site access concerns.
What should I check when my order is delivered?
What should I check when my order is delivered?
The receiver must inspect the goods at the time of delivery for any damage, defect in colour, quantity or quality. Any concern shall be reported in writing within 48 hours of receiving the goods.
Order Handling
Do you offer refunds, replacements or credits?
Do you offer refunds, replacements or credits?
Refunds, replacements or credits are assessed on a case-by-case basis for approved claims reported within 48 hours of delivery. Products that are installed, unpacked, custom made, clearance or sale items are generally not eligible for returns or refunds. To know more, contact our support team.
How do I report damaged items in my order?
How do I report damaged items in my order?
If you receive damaged or defective goods, please notify us in writing within 48 hours of delivery and provide clear photo or video evidence of the issue. Do not unpack or use the received products until our team review the claim and advise the next steps. Also, it's highly recommended not to move stock pallets from the original place of delivery.
How do I report missing items in my order?
How do I report missing items in my order?
If any items are missing from your order, please contact us in writing or by phone within 48 hours of delivery, including your order details and clear photos of the items you have received. Our team will review the issue and assist you with the next steps as quickly as possible.
Should I order extra for cuts and wastage?
Should I order extra for cuts and wastage?
Yes, we recommend ordering extra material to allow for cuts, breakages, pattern matching, colour variation (diffcult to match the colour between two batches or lots) and general wastage during installation. The additional quantity needed may vary depending on the product type, layout and installation method.
Ordering & Payments
How do I place an order online?
How do I place an order online?
You can place your order via our website at Stone Centre. Ensure you have all the required details such as product name, required quantity and delivery address, ready. After confirmation, you will receive an email and a call from our support team before processing your order. For further queries, you can call us or email us at sales@stonecentre.com.au
Can I place an order without creating an account?
Can I place an order without creating an account?
You can also do the guest checkout to place your order; however, an account ensures smooth order processing and hassle-free dispatch every time.
What payment methods do you accept?
What payment methods do you accept?
We accept credit card payment online and card payements at our warehouses. You can also do bank transfer and please note that bank charges may apply to card swipe transactions.
Are your prices inclusive of GST?
Are your prices inclusive of GST?
No, the product prices are not inclusive of GST. All the pricing is in AUD and excludes delivery and GST charges.
Is there a minimum order value?
Is there a minimum order value?
An Order Handling Fee of $50 applies if the order value is under $1,000 + GST. A Priority Order Packing Fee also applies if you need to collect your order before standard packing time.
When will I receive my order confirmation?
When will I receive my order confirmation?
Order confirmation is sent to your email address when your order is confirmed after payment. Ensure to check the spam/ junk folder if you don't receive it. Also, our sales team will contact you before processing your order or if there is any change in your order before final processing of order and arrangemnet of delivery.
Can I modify or cancel my order after placing it?
Can I modify or cancel my order after placing it?
Changes or cancellations must be made as early as possible. Custom orders cannot be cancelled or returned under any circumstances and the full amount is charged. For standard orders, once goods have been processed for dispatch, modifications may not be possible and charges may apply. Contact our sales team immediately if you need to change an existing order. However, our sales team will contact you before processing any type of order.
Customer Support
How can I contact your support team?
How can I contact your support team?
You can contact Stone Centre's team in the following ways:
Phone: 1300 830 274
Email: sales@stonecentre.com.au
What are your customer service hours?
What are your customer service hours?
Our team is available to take calls and respond to enquiries from Monday to Friday, 9 AM - 4 PM. Sydney also has Saturday hours from 9 AM - 4:30 PM for warehouse visits and pickups. Outside these hours, you can reach us by email at sales@stonecentre.com.au or via the contact form on our website, and we'll get back to you the next business day. Call us on 1300 989 452
Do you offer support for large or ongoing projects?
Do you offer support for large or ongoing projects?
For large orders or ongoing projects, contact us with your product requirements, quantities and project timeline. We can provide a custom quote and discuss stock reservation, delivery scheduling and dedicated account management.
Project Support
Do you offer support before and after purchase?
Do you offer support before and after purchase?
We will help you with solving your queries and providing any technical information before or after purchase.
Do you support bulk or project-based orders?
Do you support bulk or project-based orders?
For large or project based orders, contact us early with your product requirements, quantities and project timeline. We can provide a custom quote and discuss stock reservation, delivery scheduling and dedicated account management.
Quantity & Estimation
Can your team help me estimate the quantity before ordering?
Can your team help me estimate the quantity before ordering?
We do not provide quantity estimation; however, we’re happy to assist with any queries and offer technical information about the product.
Return policy
What is your return policy?
What is your return policy?
All goods must be inspected upon delivery and any damage or defects must be reported within 48 hours with photo or video evidence. Returns are only acceptable when you have prior approval but you may incur a handling/restocking fee of 25% of order value (minimum $350). Return doesn't apply on installed, unpacked, clearance, discontinued, sale and custom-made products. In that case, the amount is non-refundable and non-returnable.
Can I return unused or excess stock?
Can I return unused or excess stock?
Unused or excess stock may be only be returned with prior approval from Stone Centre and you may incur a 25% restocking fee of order value (minimum $350). Ensure that the goods must be in original condition and return transport is the customer’s responsibility. Custom orders, sale items and unpacked or damaged goods cannot be returned.