Shipping and Return Policy

Which Type of Purchase Did You Make?

Here at Whiz-Q we operate a full retail stone yard in Fort Worth, Texas as well as a web based store offering masonry, hardscape and landscape products to customers all over the United States. While we are only one company, our purchasing methods between in-store purchases and items purchased online are very similar, but do require different processes when purchasing and returning products.

Return Guidelines for In Store Purchases

Our in-store purchases return policy is briefly listed below. Our full return policy and guidelines are available in pdf format upon request.

• There is a 20% Restocking Fee on All Returns.
• Returns must be made within 30 days of purchase.
• Original receipt is required for all returns.
• There are no refunds, returns, or exchanges on Special Ordered merchandise or materials.
• There are no partial credits on ‘full pallet only’ products.
• We cannot accept returns on the following categories of products:
  
  1. Sands, Gravels, Base Materials, Cobblestones & Pebbles, Soils, Mulches or any other bulk material products.
  2. Cement Products, Polymeric Sands, or any other bagged materials.
  3. Mortar color or any other additives for masonry.
  4. Lawn Carts, tree carts, wheel barrows and any other ‘material transportation’ products.
  5. Adhesives, Sealers, Cleaners, Stabilizers, or any other packaged hardscape accessories.
  6. Weed Fabrics, Geo-Grids, or any other Geo-Textile materials.
  7. Pond liner, underlayments, pipe, tubing, silicone, waterfall foam, seaming tapes, or any other used or installed pond or water feature products.
  8. Delivery Charges, Service Charges, or any other 'fees'.
  9. Any previously installed or used product or material.
• We cannot accept returns on ANY material or product that has been installed.
• SuperSacks and Bags cannot be returned or refunded.
• ‘Pallet Charges’ cannot be refunded or exchanged.
• Whiz-Q reserves the right to inspect and refuse any product or material from being returned.

Return Guidelines for Online Store Purchases

Our guidelines for Online Store Purchases retain the same guidelines as our In-Store Purchases, but do include the following as well.

• All Online Returns MUST be accompanied by an RMA number. This number is used to track the progress of your return once it is shipped back to Whiz-Q.
• To receive an RMA number for the return of a product to Whiz-Q, you must email the following information to returns@whiz-q.com

Purchaser’s Name
Shipping Address
Original Order Number
Product Code and description of product being returned
Reason for returning the item

• All returns must be accompanied by a printed copy of the order showing the product being purchased.
• It will be up to the purchaser to repack and reship the product or material back to Whiz-Q.
• Please use the following information when returning a package

Ship To:
Whiz-Q Returns
4501 E Loop 820 S
Fort Worth, TX 76119
817-429-0822

• All returned products or materials and their packaging must be in the original purchased condition.
  1. No returns will be accepted on products or materials with torn, defaced, or damaged packaging.
  2. No returns will be accepted with shipping labels adhered to the original packaging.

• All pieces, components, manuals and accessories originally packaged with the product must be returned as well.
• All returned items will be processed within 10 days of receiving the product back at Whiz-Q.

Warranty Returns and Exchanges

Many of the products we sell are accompanied by a manufacturer’s warranty. Unless otherwise noted, Whiz-Q handles all Warranty Returns and Exchanges personally from our location in Fort Worth, Texas. All warranty return inquiries must be emailed to returns@whiz-q.com with the following information

Purchaser’s Name
Shipping Address
Original Order Number and Purchase Date
Product Code and description of product being returned
Issue or reason for Warranty replacement inquiry

Whiz-Q operates our warranty procedure based on the guidelines and requirements from each individual manufacturer. For full details of the warranty procedure and guidelines for your product, we ask that you please visit the manufacturer’s website.

Warranty on Natural Stone and other ‘Natural’ Products and Materials

Natural Stone is long lasting and will provide many years of enjoyment. All stone is a product of nature and cannot be guaranteed for uniformity in color, texture, density, coverage, wear, or chemical analysis. Stone and other products of nature are natural products and are sold without warranty. There are no warranties for installation, labor, transportation, or any other items which extend beyond the description on the face hereof.