Refund & Cancellation Policy
Last updated: August 2025
We stand behind our service. We do our best to ensure your order arrives correctly and meets industry standards for aggregate materials. If something is not right, we will work with you to find a fair resolution, as long as the issue is reported promptly and meets the conditions outlined below.
Inspection Requirements
- Inspect your delivery within 48 hours of receipt
- Take clear photos of any concerns, including the material and the delivery area
- Issues must have been present at the time of delivery, not caused by weather, usage, or subsequent site conditions
- All concerns must be submitted promptly with photo documentation
What We Can Address
- Wrong material type delivered (not matching your order)
- Delivery to an incorrect address
- Quality concerns outside accepted industry norms
- Significant quantity discrepancies
What We Cannot Address
- Site access issues that prevent delivery
- Material changes after delivery (rain, staining, settling)
- Issues not documented with photos within 48 hours
- Natural color or texture variation within industry standards
- Claims submitted without photo documentation
- Delivery date delays due to weather or supply chain
- Dissatisfaction when material meets order specs
We evaluate every situation individually and aim for fair, reasonable resolutions.
Order Cancellation
We begin coordinating supplier sourcing and delivery logistics immediately upon order submission. Please notify us of any cancellation requests as early as possible.
Within 24 hours of order placement
Full refund available upon request.
More than 24 hours after order placement
Subject to a $200 non-refundable cancellation fee to cover sourcing and coordination costs already incurred.
Within 48 hours of scheduled delivery
Non-refundable. Materials have typically already been allocated and loaded.
After Delivery
Due to the nature of bulk aggregate products, we are unable to accept physical returns of material once it has been unloaded. Upon unloading, ownership and responsibility for the material transfers to the customer. However, for quality concerns or fulfillment issues that meet the criteria in the "What We Can Address" section above, we will work with you on replacements, refunds, or credit toward a future order. We evaluate every situation individually and aim for a fair resolution.
Site Access & Property Damage
Customers are responsible for ensuring the delivery site is accessible and safe for large commercial delivery vehicles. If delivery is unsuccessful due to blocked access, hazardous conditions, or customer absence, a re-delivery fee will apply. No refunds will be issued for failed deliveries caused by site access issues.
Our haulers exercise care during delivery. However, American Rock Supply will not be held responsible for any damage to driveways, lawns, structures, underground utilities, or landscaping caused by delivery vehicles. It is the customer's responsibility to confirm that the delivery site can accommodate heavy commercial trucks prior to scheduling delivery.
No Refunds for Natural Variations
Aggregate materials are natural products sourced from quarries and pits across the country. We do not issue refunds or exchanges for differences in color, shape, shade, or texture that fall within accepted industry norms. Product photos on our website are representative and may not exactly match the delivered material due to regional sourcing, natural geological variation, and photographic conditions.
Amendments to This Policy
We reserve the right to modify or update this policy at any time to reflect operational or legal changes. Any updates will be posted on this page, and customers are encouraged to review the policy before placing an order.
Contact Us
For refund or cancellation requests, please include your order number and any relevant photos.