FAQ’s
1. What if my search doesn’t give me any results?
A. If the pattern you searched for isn’t available simply email or call us. [email protected]or 210-910-5000. We will provide you with the pricing for the pattern you are looking for.
2. What if I need pricing for a custom pattern?
a. For custom pattern pricing email or call us.[email protected] or 210-910-5000. Email us the drawing, specification, or picture of the custom pattern you are looking for.
3. What if I need help with a custom pattern design?
a. For custom pattern design creation email or call us. [email protected] or 210-910-5000. We can help you create the look you are trying to achieve.
4. Where do my Saved Quotes go?
a. Saved quotes are emailed to your account master email or an alternate email inputted at the time of saving.
b. Your saved quotes are stored in the Main Menu selection Saved Quotes. These are sorted by email, date, and quote id.
c. The quotes are stored in your account unless they are made into sales orders or you delete them.
5. When I place an order is there anything else I need to do?
a. Once an order is placed we will review the order and ensure it has all the required information. We will then send you an email confirming your order. This confirmation email will have a ship date along with any adjustments that were required. If there were changes, these will need your approval. You can simply respond to the email saying you approve them. Production will begin once your acceptance email has been received.
6. What if I need a sample?
a. If you require a sample email or call us. [email protected] or 210-910-5000
7. What are the pattern sheet dimensions?
a. On each pattern’s detail page located on the bottom "Datasheets” tab is the product datasheet. This will contain dimensional information about the pattern.
8. Can I cancel my order?
a. Orders can be cancelled at least three (3) days prior to the acknowledged ship date. Our product is made to order. The customer will be liable for all finished goods, all work in process, all raw materials purchased for the goods, and any other commitment made by Custom Rock for the specific purpose of complying with the Customer’s order.
9. Where is my order?
a. For order status please email or call us. [email protected] or 210-910-5000
10. Why do some patterns not have product data sheets?
a. These patterns are considered custom and the data sheets have not been created for them. If you need a data sheet for submittal purposes please let us know so that we may create one for you.
11. Why do some patterns have a setup charge?
a. These are custom patterns and need to be created. The setup charge is the fee to create this pattern.
12. Are the sheet sizes the same as the competitors?
a. At times the sheet sizes will vary. However, the pattern design will be comparable.
13. How long are prices valid for?
a. Prices are valid for 30 days from time of quote.
14. Will my price change if the quantity changes?
a. The quantity drives the price. The more you purchase the lower the cost will be for the liner. The price breaks are shown on the pattern detail page below the detail picture. For orders greater than 10,000 square feet please email or call us; [email protected] or 210-910-5000. Depending on the pattern we may be able to provide better pricing.
15. How do I compare a Custom Rock pattern to the competitor’s pattern I looked up?
a. The results of a competitor’s pattern search will have a compare button. Click on the compare button for notable differences. Comparable patterns are stated as such.
16. How closely do comparable patterns match the competitor’s pattern I looked up?
a. Comparable patterns have a similar appearance and should be able to work as a substitute. However, aesthetic finishes are subject to an individual’s interpretation. We recommend obtaining a sample and pouring a mockup to obtain the owner’s approval. If you need assistance please email or call us; [email protected]or 210-910-5000.
17. What are Custom Rock’s terms and conditions?
a. Follow this link to the terms and conditions.
