Frequently Asked Questions (FAQs)
How can we help?
These stone product FAQs answer common questions about ordering, shipping, returns, custom sizes, natural stone variation and installation. Search them or ask a question, and if you need more help, send it to our team.
Stone product FAQs
Can I cancel or change my order?
Orders that have not shipped can be cancelled online on our Change or Cancel Order page under Contact Us, and the full amount is refunded to your original payment method. Once a shipping label is created, changes need our team's approval: send a request on the same page and we will contact you. Orders already with the carrier cannot be changed, but you can return unused items after delivery.
Can I return a custom-size item?
No. Custom-size (cut to size) items are made for your project and cannot be returned. Standard-size items can be returned within 30 days if they are unused, uncut and in their original packaging.
How do I change the size of an item before I order?
In your cart, click Change size under the item, enter the new size and click Update. The new price is shown as you type, before you confirm. You can also change the size of items saved in your Project Wishlist the same way.
How do I return an item?
You can return unused, uncut items in their original packaging within 30 days after you receive them. Pack the items in the original box, put your order number or packing slip inside, and ship the package to Plato Surfaces - Returns, 82 Midland Ave Ste E, Saddle Brook, NJ 07663. See the How to Return page under Contact Us for every step.
When will I get my refund?
We process your refund within 2 business days after the return arrives at our warehouse.
Who pays for return shipping?
Return shipping is paid by the customer. Please keep the carrier tracking number until your refund is complete.
Order tracking & delivery
Tracking your order
How can I track my order?
Visit our Track Your Order page and enter your order number and the email address you used at checkout. For guest access, enter the code we send to your order email. Alternatively, sign in to My Account and open Orders to see your order details and shipment tracking.
What does Shipping Label Created mean?
It means we have created your shipping label, but the carrier may not have picked up your package yet. So this status alone does not confirm that the carrier has it. Check your tracking link for the latest carrier updates.
What does Carrier Received mean?
It means the carrier has scanned your package and it is on its way. Check the carrier tracking link for the latest updates and, when available, an estimated delivery date.
Tracking has not updated. What should I do?
First, check the latest carrier tracking details. If you see no recent updates or you need help, contact our team with your order number and tracking number, and we will check the available information.
I can’t find my order number. What should I do?
Check your order confirmation email, including your spam folder. Alternatively, sign in to My Account and open Orders. If you still can’t find it, ask our Agent on the Track Your Order page to help you find and verify your order.
Packages and delivery
My order is arriving in multiple packages. How can I track them?
Each package may have its own tracking number, so your packages can arrive separately. Check each tracking link in your order details. If part of your order has not shipped yet or a tracking number is missing, ask our Agent to check its status.
Tracking says delivered, but I haven’t received my package. What should I do?
First, check the carrier’s delivery details, your delivery area and anyone who may have accepted the package. If you still can’t find it, contact the carrier and our team with your order number and tracking number, and we will help you investigate.
When will my order ship?
We prepare most in-stock items for shipment within 1–3 business days after we receive payment and confirm your order details. However, custom orders may need extra preparation time. Business days are Monday through Friday, excluding holidays. After preparation, carrier transit time is added on top.
Find answers to common questions about Plato Surfaces products, ordering, shipping, returns, natural stone variation, and installation.
More ways to get help
Find policy details and contact information below. Please keep personal and order details out of public questions.