FAQ
Answers to most common questions about products, orders, shipments, and payments.
We currently have a warehouse and showroom located in Brisbane, and a second showroom on the Sunshine Coast.
We don’t have physical stores in other cities, but we can deliver anywhere along the East Coast of Australia, from Cairns down to Melbourne.
We work with trusted local carriers to ensure your order arrives safely, no matter where you’re located.
All our stone products are shipped on pallets, and the shipping cost varies based on the delivery location and the amount of product that fits on a single pallet. The shipping cost per pallet remains the same, regardless of the product inside.Here's a breakdown of pallet capacity: in Queensland (QLD), we can fit slightly more on one pallet. However, for interstate shipments, we limit the weight to approximately 1 ton per pallet.
We ship all products by pallet, and the cost depends on what you’re ordering and where you’re located.
Here’s a quick breakdown:
🧱 Wall Cladding
We offer both loose stone and panel systems (such as Ledgestone or Stackstone).
We can usually fit up to 15m² of wall cladding per pallet, depending on the product and thickness.
🪵 Flooring and Paving (Tiles, Travertine, Limestone, etc.)
We can typically fit up to 20m² per pallet, and in some cases (lighter tiles), up to 30m² — although that’s less common.
🚚 Shipping Cost Estimates (per pallet):
- Brisbane & surrounding areas: $100–$150
- South East QLD (Sunshine Coast, Gold Coast, Toowoomba): $150–$200
- Northern NSW (Byron, Ballina): $150–$250
- Sydney & surrounds: $250–$350
- Regional or remote areas (e.g. Cairns): $400–$600
✔️ The cost per pallet is the same no matter what product is on it — only the amount you can fit per pallet and the delivery location will affect the final shipping total.
If you let us know your postcode and what product you’re interested in, we’ll be happy to give you an exact shipping quote.
To give you the most accurate shipping cost and number of pallets, we first need to know which product you’re referring to, as each material has different weight and packing requirements.
Here’s a general guide:
🧱 Wall Cladding (Loose or Panels)
We typically fit around 15m² per pallet.
So 30m² would likely require 2 pallets.
🪵 Flooring or Pavers (Travertine, Limestone, etc.)
We can usually fit up to 20m² per pallet — sometimes up to 30m² for lighter products.
In this case, your order might fit on a single pallet, depending on what you’re including.
🧾 Please note:
Some products, like copings or corner pieces, are bulkier and heavier, which can affect how much fits on a pallet.
Also, corner pieces are sold by linear meter, not square meter, sometimes they will fit together with the main product, sometime they will force us to open a new pallet, for example if you are buying 15mt2 of wall cladding + 2 lineal in corner we might be able to sneak them all together, but if you buy 5 or more lineal meter we might have to break the whole order in 2 pallets
📢 Important Shipping Disclaimer:
✔️ Final pallet quantity and shipping cost will always be reviewed and confirmed by our warehouse team.
Once you’ve added all your items to your cart and entered your delivery address, the system will calculate your shipping cost.
If any adjustments are needed, we’ll call you to explain why, let you know the new cost, and get your approval before proceeding.
Yes — in most cases, delivery to your driveway is possible, and it’s often the recommended option.
However, please note that all deliveries are handled by independent local carriers, not by our internal team.
The carrier will assess your site on arrival and will place the pallet(s) in the safest and most accessible location available — often this is the driveway, but it can vary depending on conditions.
🚛 Important delivery notes:
- Deliveries are made using tailgate trucks or forklifts, depending on the carrier and your location.
- The ground must be solid, level, and safe — such as concrete or firm gravel.
- If no driveway is available, the driver may place the pallet on the sidewalk or on the nearest suitable surface.
- We do not recommend sidewalk deliveries, but in some cases it may be the only available option.
✅ We recommend ensuring your driveway or delivery area is clear, accessible, and level on the day of delivery.
The final placement is at the discretion of the driver, with the goal of delivering the product in a safe and protected way.
We do our best to keep all our most popular products constantly in stock — and in most cases, you’ll find immediate availability.
However, if a product is currently out of stock, you won’t have to wait long. We have new containers arriving regularly and can let you know when to expect the next restock. Please email us at info@stoneandrock.com.au with the product name and we’ll get back to you quickly.
The delivery time depends on your location and product availability.
If the product is in stock, here are the average delivery estimates:
- Brisbane, Sunshine Coast, Noosa, Gold Coast:
➤ 5 to 10 business days - Sydney and surrounding regions:
➤ 10 to 15 business days - Other regions across Australia:
➤ More than 15 business days, depending on carrier availability
If the product is not currently in stock, we may still be able to fulfill your order shortly if we have an incoming shipment on the way.
We recommend emailing us at info@stoneandrock.com.au or calling 1300 113 260 so we can confirm availability and give you a more accurate timeline.
Yes — local carriers usually do their best to call you earlier on the day of delivery or a few hours before arriving, especially if there are any special instructions or concerns.
If you need to be contacted ahead of time, or cannot be available all day, we recommend that you let us know at the time of purchase, so we can leave a clear note for the carrier with your delivery preferences.
You can request:
- That the carrier calls you ahead of time
- That your delivery is placed in a specific location
- Or any other relevant instruction for your site
🚚 To avoid issues, it’s always best to prepare a solid, accessible drop-off spot in advance and notify us when placing your order.
The exact delivery date will be confirmed after your order is placed.
Once we receive your order, our team will:
- Review the total number of pallets needed for your delivery
- Contact the local carrier to book the best available delivery date
- Send you a confirmation email with the exact delivery date and details
📦 This process helps ensure your delivery is well-organized and reaches you safely.
If you have a preferred delivery day or need specific instructions included, feel free to let us know when placing your order — we’re happy to pass that on to the carrier.
We cannot guarantee delivery to the back of the house, as the final decision is always made by the local carrier upon arrival.
Their priority is to leave your order in a location that is:
- Safe and secure
- Easily accessible for unloading
- Suitable for the equipment used (e.g., tailgate or forklift)
If you have a preferred drop-off location, you can leave a note at checkout, and we’ll pass it on to the carrier — but again, the final placement will depend on what the driver deems safe and practical at the time.
🚚 To avoid issues, we recommend preparing a clear and solid area near your driveway or front of your home.
No problem! If you don’t have a driveway, the local carrier will decide the best place to leave your delivery. This can include:
- A construction site, if applicable
- Any firm and accessible surface that allows unloading safely
Please note that deliveries are made using tailgate or forklift trucks, so areas with sand, grass, dirt, or uneven ground may not be suitable.
We recommend informing us during checkout if there’s a preferred location or special instruction, and we’ll pass that on to the carrier — but the final decision is always theirs.
No worries! You don’t need to be home for your delivery. The local carrier will unload the pallet in a safe, accessible location — typically your driveway, or another solid and firm area you specify during checkout.
We’ll send you the exact delivery day in advance, so you have time to prepare or arrange any professionals needed to help you on-site.
If you have any special instructions or a preferred drop-off point, just let us know during your order — we’ll pass that note to the driver.
The final unloading decision is always made by the local carrier, based on what’s safest and most suitable at the time of delivery.
No, we use local carrier as service providers, they are reliable and we've been working with them during our last 5 years trading
Yes, if you are local, you can drive to our warehouse in Rocklea and pick it up yourself with your UTE, trailer, or any vehicle available. Be advised that every square meter can weight up to 70kg, you have to call to check stock levels first and to book your pick up, the guys at the warehouse can help you with smaller orders (up to 2mt2), anything bigger than that we will offer you the possibility of a hand load delivery fee ($60)
Unfortunately no, we have a queue of other orders to fulfil and we count with the local carriers availability