FREQUENTLY ASKED QUESTIONS
PURCHASE QUESTIONS
What is your lead time?
Our products are crafted with meticulous attention to detail to make authentic-looking brick and stone materials. Our lead times may fluctuate based on the volume of orders but are typically 2-4 weeks. If you need a more detailed lead time, please get in touch with us. We appreciate your understanding and are grateful for the opportunity to bring beauty and authenticity into your space.
Do you ship internationally?
We believe in bringing our products to as many people as possible. We've made our way to Canada and the United States. If you're outside of these areas, don't worry; we're working hard to reach you, too. Feel free to contact us with any inquiries.
How will I know when my order ships?
Once your order has been shipped, we will send you an email confirmation that includes tracking and delivery information so you can stay informed every step of the way.
Can an order be rushed?
We take pride in creating unique, handcrafted products that are individually painted. If you need your order in a shorter timeframe, we offer rush options for a fee. Please feel free to contact us with any inquiries.
Can I return my products?
We strive to provide the highest quality products; each item is made to order with great care. Unfortunately, due to the custom nature of our products, we do not accept returns or exchanges. However, we understand that unforeseen circumstances may arise, and we are willing to accept returns or exchanges at our sole discretion with written authorization. If approved, the product must be received in resalable condition and will be subject to a restocking fee of up to 25%. We carefully inspect each order before packaging to ensure it is in perfect condition. If the product was returned due to an error on our part, a full credit will be issued. Please get in touch with our customer support team to obtain a return authorization to initiate a return.
Do you offer a military discount?
As a business owned by a veteran, we sincerely appreciate and honor the sacrifices made by those who have served in our nation's military. To receive the military discount, please get in touch with our customer support team at (877) 326-8426 during their working hours, Monday through Friday, 8 am to 4 pm (EST). Thank you for your service.
SAMPLE QUESTIONS
Do you offer Samples?
It’s always a good idea to order samples of the products you're interested in. This will give you the opportunity to experience the colors and textures in person, which is the best way to ensure you get precisely what you want. Every monitor and lighting situation is unique, so seeing and feeling the product firsthand will help you make the best decision. Take a look at our full range of samples and get inspired! Click here to see them all.
What is the cost of a sample?
Up to two (2) samples are complimentary when shipped within the United States. A small shipping charge will be applied for orders of more than two samples. Standard shipping rates will apply for international sample orders.
What size are your samples?
Experience our full-size products in a smaller, more personal way. Each sample is crafted with the same care and attention to detail so you can discover the wonder for yourself.
Faux Reclaimed Brick Samples are usually 8 inches x 7-1/2 inches (3/4 inch thick).
Faux Contemporary Brick Samples are usually 8 inches x 6-1/2 inches (1/2 inch thick).
Faux Stone Samples are usually 9-1/2 inches x 8 inches (1-1/4 inch thick).
PRODUCT QUESTIONS
What are your products made of?
Our skilled in-house artisans take great pride in meticulously handcrafting all of our faux products using high-density polyurethane, which is then beautifully hand-painted in the United States.
Are your products for interior or exterior use?
Our products are built to adapt and excel in any environment, indoors or outdoors. They're engineered to weather any storm and remain resilient, provided they are installed correctly. You can use them in various settings, such as your cozy home, bustling restaurants or bars, chic retail stores, functional kitchens, cozy fireplaces, and more.
Is it safe to use your products near a fireplace or woodstove?
Our product has a remarkable level of realism and versatility. We take pride in creating a material that is aesthetically similar to brick and stone yet made from high-density polyurethane. However, it is essential to note that our products have the same burning properties as natural wood, so they are combustible.
Our products can be used around a fireplace opening/insert or stove if you follow the manufacturer's requirements for necessary clearances. Use a non-flammable border or stone if you plan to use our products around an open hearth with live flames. Also, please note that our products are not suitable for use on the hearth, which must be constructed with a non-combustible surface like marble or stone as per local and national building codes.
It is imperative to strictly abide by all national and local building and fire codes concerning combustible building products in applications such as fireplaces and wood-burning stoves.
Can you paint over existing panels?
Although painting over panels voids the manufacturer's warranty, we offer a range of specially formulated paints and touch-up kits to help you express your creativity without any limitations.
Do you make custom faux panels?
We're passionate about helping our customers create breathtaking spaces with our faux products. Our team is available to answer any questions you may have about custom faux panels from Monday to Friday, 8 am to 4 pm (EST), at (877) 326-8426. Please keep in mind that there may be a design fee for orders that are not large-volume or commercial jobs. Let's work together to bring your vision to life!
INSTALLATION QUESTIONS
How do you install your products?
With our products, you can effortlessly bring your ideas to life. For more details, take a look at our installation guides here.
Do you lose some of the panel's size when they are interlocked?
When installing our products for an inside corner, cutting off some tabs to start or finish the corner is necessary. However, this process results in a loss of approximately 4 inches of the product length. To ensure that you have enough material for your project, we recommend ordering an additional 10% to cover potential contingencies.
How do I cut your panels?
Cutting each wall panel is a breeze with any quality wood-cutting tool. Our installation guides empower you to create the perfect cuts for your panels. Click here for our Install Guides.