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Frequently Asked Questions
Products + Services
At MATERIAL, we do not charge for our consultation services on product offerings. However, there may be a small fee for expansive drawings. Please note that there are exceptions. For more information, check with your local sales team.
Yes! We have a selection of tile colors and sizes available at our San Antonio warehouse. Most of our carved materials, like moldings, fireplaces, or kitchen hoods, are custom-made to order. Get in touch with our sales team to learn more about our offerings.
No – we also offer a wide variety of high-quality ceramic and glass tiles for you to select to match your project. To learn more, get in touch or visit one of our showrooms across the United States.
Yes! Our goal is to create your vision, whether it is the perfect fireplace, poolscape, or mosaic with your family crest. Since 1965, our artisans have created elegant hand-made designs for our clients - giving each piece a warmth and quality you will not find anywhere else in the world.
We do not offer installation. Our natural stone fireplaces are inherently heavy products that require great care in handling and installation. We highly recommend a stonemason or other professional installer complete the installation of your fireplace. In general, this is not a DIY job for the inexperienced stone installer.
We recommend a minimum of 10% extra for cuts and future repair needed.
Our stone materials are crafted by nature. Variations in color, pattern, texture and veining should be expected. That is one of the things that makes every single fireplace a one-of-a-kind work of art. Shade variation is natural and perfect shade matching cannot be guaranteed. If you have concerns, your best bet is to order a sample from current stock (as older samples may not be reflective of current stone shading).
Shipping + Delivery
You can create an account here by entering your name, email, and a password of your choice. You can add items to your wishlist when logged into your account on the website.
MATERIAL ships to all 50 states.
Unfortunately we do not ship internationally at this time.
Please refer to our shipping costs table for pricing.
MATERIAL caters to both homeowners and trade professional clients. You can purchase directly online or reach out to one of our sales experts.
Please contact us as soon as possible at info@explorematerial.com with any requests.
Once your order has been shipped, you will be sent a shipping confirmation email with more details on delivery.
Estimated lead times are given at order placement. Lead times can be changed due to specific circumstances. Your MATERIAL will be delivered by one of our trucking partners to your location. Lift-gate service and curb-side delivery are included. You or your installer are responsible for receiving and signing for delivery, as well as transporting the crate from the curb to a secure location. The carrier will contact you directly to schedule delivery.
Delivery times may vary depending on the order. Because our manufacturing facilities are in North America (Texas and Hidalgo, Mexico), domestic lead times and quick-ship programs are available to meet your timetable. The number of days in transit depends on your location from our distribution center. Once your MATERIAL is crated and ready for shipment we will contact you to make sure you are ready to receive your order
Variations in both color and veining are inherent to the beauty of natural stone, and each piece is unique. Renderings provided are intended for reference only.
To learn about MATERIAL's policy on placing orders, please refer to our Terms & Conditions.
Please contact our customer service at info@explorematerial.com with your name and order number. Please include details of what product is missing.
Please contact customer service at info@explorematerial.com, with your name, order number, and a short description of the issue. We will resolve this matter within the next 24 hours.
In the uncommon event that a piece arrives damaged or broken in transit it will be replaced at no additional charge as long as it is reported within 5 business days of delivery. Please keep and photograph all broken/damaged pieces associated with the claim. Color range, pitting, veining are naturally occurring characteristics of hand-carved stone and are not warrantied.
For additional information on MATERIAL warranties, please see Section 14 of our Terms and Conditions policy.
Returns + Payments
For sales of all other eligible products, only product returned to MATERIAL at its corporate warehouse within thirty (30) days of the date of purchase may be returned for credit or refund, less a restocking fee of not less than twenty-five percent (25%) of the original purchase price, subject to inspection and acceptance by MATERIAL, provided that the non-custom product has not been altered, damaged or installed in any way.
We accept Visa, MasterCard, Discover, American Express, Shop Pay, Google Pay and Meta Pay. When you place an order on our website, we will charge your credit card once we have verified your card details, received credit authorization, confirmed stock availability, and your order is ready to be shipped. If you are having difficulty processing payment, please email us at info@explorematerial.com.
It typically takes 5-7 business days for a refund to show up on a credit card. If it has been longer than 10 business days and you do not see the refund, please email us at info@explorematerial.com with your name, order number, tracking return information, and the items you returned. We will respond within 24 hours.
