Frequently Asked Questions

How can I place an order with Stone Bru?

Placing an order with Stone Bru is easy. You have the option to either place an order as a guest or create a Stone Bru account for enhanced convenience.

Ordering as a guest: If you choose to order as a guest, you'll receive order and shipping confirmation emails to keep you informed about your order's progress. However, please note that you won't have access to your ordering history for future reference.

Creating a Stone Bru account: For a more streamlined experience, we recommend creating a Stone Bru customer account. By logging in before placing your order, you can access your ordering history and leverage our My Order Form tool, which simplifies the ordering process. Don't have an account yet? You can set one up in less than a minute!

What is the My Order Form, and how does it benefit me?

The My Order Form is a valuable tool that compiles all your previous purchases from Stone Bru into a single, user-friendly list. Rather than searching for each individual product you wish to reorder, you can add all your desired items to your cart directly from this page. This speeds up the ordering process, reducing the chance of errors.

How can I qualify for free shipping?

At Stone Bru, we offer complimentary shipping for orders totaling $300 or more within the continental US.

When can I expect to receive my order?

Orders placed after 7AM CST will be processed, packed, and shipped on the next business day. The delivery time will depend on your location, weather conditions, holidays, and the chosen shipping method. Please note that Stone Bru is closed on most major holidays.

Can I arrange to pick up my order from the Stone Bru warehouse?

Certainly! If you opt for the Minneapolis Warehouse pickup option during checkout, you can collect your order from our Minneapolis warehouse. Pickup hours are Monday through Friday, 8:30 AM to 4:00 PM. Orders not picked up within two business days will be restocked.

We kindly request a one-day notice for all pickup orders. Should you require same-day pickup, please get in touch with our Customer Service team via phone or email to request expedited handling.

What if I can't find the product I need online?

Should you need an item from a brand we carry that isn't listed online, feel free to contact our dedicated Customer Service team. We can assist you with special order items, though please note that these must be ordered in case quantities. The lead time for special orders varies based on the vendor and may take up to 4-6 weeks. Additional shipping charges may apply.

If an item you want is currently Out of Stock, you can select "Notify me when this product is in stock," and we'll notify you via email once it becomes available. Please be aware that backordered items will not be shipped automatically; remember to reorder them in your next order.

Can I make changes to my order after it's placed?

Regrettably, we are unable to make changes to your order once it has been submitted. Any additional items will need to be invoiced separately.

What if my order arrives with damaged or missing items?

In the event that your order arrives with damaged items or if you are missing products, please promptly report the issue to the carrier and notify Stone Bru within 3 business days. This allows us to take appropriate action, either pursuing recovery or arranging for replacement of the damaged items.

Is it possible to return items from my order?

For exceptional circumstances such as accidental order errors, please initiate a return request within 30 days of receiving your order by contacting our dedicated Customer Service team. If your return is approved, Stone Bru will provide you with a Return Authorization (RA) number. Please note that a 20% restocking fee may apply to returned items.

Returned products should be packaged with care and in the unit of measure ordered. Please be aware that worn, out-of-date, or used items are not eligible for return. You will be responsible for the freight cost of returning items. Attach the provided return service label to the shipment container, clearly indicating the RA number. The RA number is valid for 30 days, and all returned items must be received within this period from the date of RA creation.