Handling Stone Veneer Damage from Shipping

When ordering stone veneer for your home project, it’s natural to want everything to arrive in perfect condition. However, as with any material that’s heavy, bulky, and shipped over long distances, some minor damage may occur during transit. If you find that your stone veneer has been damaged, don't panic! It’s a common occurrence and can be easily managed.

The delivery process

Stone veneer is delivered via LTL (less-than-truckload) and shipped on a truck equipped with a lift gate for easy unloading. Deliveries are curbside only, meaning the items will be dropped off at the end of your driveway or designated delivery area. A delivery appointment will be scheduled in advance to ensure a convenient time for the drop-off. Please note that you are responsible for arranging any additional handling beyond the curbside delivery.

During the delivery process it is the customer's responsibility to inspect their order and report any missing items or damaged items to the shipping company during the delivery. If you notice damage during delivery, the shipping company will provide a form for you to complete (make sure you retain a copy for your records). To file a freight claim, all damages must be documented during delivery. Failure to note any damage at the time of delivery may result in the denial of your claim.

What to do if your stone veneer is damaged during shipping

Here’s what to do if your stone veneer arrives with some damage and why it’s not as big of an issue as you might think:

1. Assess the damage: first and foremost, take a careful look at the damage. Stone veneer is durable, but it can still experience chips, cracks, or surface blemishes during the shipping process. The most important thing is to evaluate how much of the material is affected. Is the damage confined to a small corner of the stone, or is it more widespread? Generally, small chips and cracks are considered normal during shipping and won't significantly affect the final look of your installation.

2. Document the damage: before proceeding with any steps, take clear photographs of the damaged pieces. This documentation will be essential when filing a claim with the shipping company (via the supplier). Make sure to capture close-up shots of the damaged areas as well as wide-angle photos of the full shipment. Include images of the shipping packaging to show how the material was packed. Having these records ensures a smooth process when addressing the issue with your supplier or shipping company.

3. Contact your supplier: once you've documented the damage, reach out to your supplier or the company you purchased the stone veneer from. Most reputable suppliers offer customer service to help with any shipping-related issues. Share the photos you’ve taken, along with any relevant order details, and they will guide you on the next steps.

4. Understand that damage is normal: it’s important to note that a small amount of damage is entirely normal and expected when shipping large, heavy materials like stone veneer. Stone veneer is typically shipped on pallets, and the handling and transportation can sometimes cause minor cosmetic imperfections. These slight issues shouldn’t discourage you from continuing your project, as they usually don’t affect the overall look or performance of the material.

5. Use damaged pieces for cutting: a key point to keep in mind is that stone veneer projects often require multiple cuts to fit the stones around edges, corners, and various architectural features. Damaged pieces of stone veneer are perfect for this purpose. In fact, most installers will have to cut pieces of veneer to fit certain areas anyway. If the damage is minimal, these pieces can be used for cutting, allowing you to save the undamaged stones for the more visible areas of your project. For example, if you have a stone that has a small chip on a corner that won’t be visible in the finished project, it can easily be used for cuts that will go behind a column or at the base of a wall. This approach allows you to minimize waste while making use of every piece of veneer.

Why minor damage isn’t a setback

The bottom line is that a few minor chips or cracks won’t derail your project. Stone veneer projects typically require customization and cutting to fit specific dimensions and design goals, so any damaged pieces are often usable. Additionally, any damage is usually limited to a small area of the stone’s surface, which doesn't impact the overall strength, performance, or look of the veneer once it’s installed. Stone veneer is known for its durability, and the pieces that have minor imperfections will still perform well when installed properly. In fact, working with stone veneer often involves dealing with inherent imperfections and variations, and that's part of the charm of the material.

Handling stone veneer damage from shipping

Damage to your stone veneer during shipping might feel like a setback, but in most cases, it's a normal and manageable issue. Remember that many stone veneer projects require cuts and adjustments during installation, and damaged pieces are ideal for these purposes. Once you’ve assessed the damage, documented it, and communicated with your supplier, you can continue your project without concern. Don’t let minor imperfections slow down your progress, embrace the opportunity to get creative with your installation and move forward with confidence!

What's next?

Bring your vision to life with our premium stone veneer! Shop now to discover the ideal style or order a sample to feel the texture and see the colors up close. Start your project today!

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We look forward to working with you on your upcoming project.

The Black Bear Mountain Stone Team