FAQs

General & Ordering

What does The Stonemen (TSM) specialise in?
The Stonemen (TSM) specialises in supplying premium natural stone materials for residential, commercial, and landscape projects along Australia’s Eastern Seaboard. We offer a curated selection of slabs, tiles, pavers, cobbles, and bespoke cut-to-size options, including marble, granite, travertine, limestone, and bluestone. Our focus is on quality materials and expert guidance for architects, designers, and builders.

How can I get a quote?
Request a quote via our Contact Us page, by emailing steve@thestonemen.com.au, or calling 1300 371 310. Please provide project details, including material type, quantity, dimensions, and location to receive an accurate quote.

Do you have a showroom?
Yes. Our Brisbane showroom is located at 19 Sperling Street, Rocklea, QLD 4106.
Open Monday–Friday, 8:30 AM – 4:30 PM, and Saturday, 9:00 AM – 12:30 PM.
Walk-ins are welcome, but we recommend booking an appointment for a personalised consultation with one of our stone specialists.

Do you offer samples?
Yes. Most materials are available as samples to help with selection. Samples can be requested online, via email, or collected from our showroom. Availability may vary for unique or limited-stock items.

What are your payment terms?
A 50% deposit confirms your order. The balance is due prior to dispatch or collection. Payment options include bank transfer (EFT), credit card (Visa, Mastercard, Amex – small surcharge applies), and EFTPOS in-store. Trade accounts may have separate terms.

Can I modify or cancel my order?
Modifications or cancellations are subject to our terms. Custom orders, cut-to-size materials, or items in production may incur cancellation or restocking fees. Contact us immediately if changes are required.

Do you offer installation services?
No. TSM supplies premium natural stone only. However, we can recommend experienced stonemasons, fabricators, and installers across Queensland.

Product & Material Information

How do I choose the right stone for my project?
Consider application (e.g., paving, cladding, pool surrounds), aesthetic, budget, and maintenance needs. Our team can guide you through material properties and finishes. Visiting the showroom is highly recommended to experience the stone firsthand.

How do I care for and maintain my stone?
• Natural stone: Requires periodic sealing to protect against stains. Clean with pH-neutral cleaners. Avoid abrasives and acidic substances.
• Outdoor stone: Choose materials suited to exposure and slip-resistance requirements.

Is natural stone uniform in colour and pattern?
No. Variations in veining, tone, and pattern are natural characteristics that make each piece unique. Viewing actual slabs or samples is recommended for large projects.

What is ‘honing’ or ‘polishing’?
• Honed Finish: Matte, smooth, understated, less reflective.
• Polished Finish: Glossy, reflective, enhances colour and pattern.
Other finishes (leathered, flamed, sandblasted) may be available for specific stones.

Can stone be used outdoors?
Yes. Many natural stones are suitable for paving, wall cladding, and pool surrounds. Slip-resistant and weather-hardy materials like bluestone, granite, limestone, and travertine are ideal. Our team can advise on the right options.

Delivery & Shipping

How long will delivery take?
Delivery times vary by location and product. Eastern Seaboard deliveries typically arrive within 3–10 business days for metro areas, or 7–15 days for regional locations. You will receive tracking information once your order is dispatched.

Do I need a forklift for delivery?
No. Our trucks are equipped with forklifts for safe unloading directly at your site.

Can I organise my own freight?
Yes. Choose “Customer-Organised Freight” at checkout or notify your sales representative. Your freight company should be equipped to handle heavy, fragile stone materials.

Do you deliver interstate?
Yes, we deliver across the Eastern Seaboard only (Queensland, New South Wales, Victoria). Contact us for a tailored delivery quote.

What are your delivery costs?
Costs depend on weight, volume, and location. A detailed delivery quote will be provided with your project quotation.

What should I do upon delivery?
Inspect all items before signing the delivery docket. Note any damage, discrepancies, or incorrect items, and take photos. Notify TSM within 24 hours if issues are found.

Returns & Warranty

What is your return policy?
Standard stock items can be returned within 14 days in original, unused condition. Custom, cut-to-size, or special-order items are not eligible unless faulty.

What is the cost of returning an item?
• Change of mind or over-order: Customer covers return freight; 25% restocking fee applies.
• Faulty or incorrect items: TSM covers return freight; no restocking fee applies.

What if my stone arrives damaged or incorrect?
Note it on the delivery docket and take photos. Contact TSM within 24 hours to arrange a resolution.

Do your products come with a warranty?
Yes. Natural stone is guaranteed against material and workmanship defects, but not for natural variations, misuse, improper installation, or inadequate maintenance. Consumer guarantees under Australian Consumer Law also apply.

Stock & Availability

How do I check stock availability?
Contact our sales team for up-to-date information.

Can I reserve a specific slab?
Yes, certain slabs can be reserved after a 50% deposit and inspection. Discuss with your sales representative.

What if an item is out of stock?
We will advise lead times or suggest alternatives. Direct contact ensures the most accurate information.