FAQ

How does Cuartex work?

All items shown on our website are available for purchase. Most items are in stock and ready to send out Same Day or Next business day. If any items are on back order it usually takes only but a few days for our shipment to come in and be available. Warehouse inventory is updated daily.

How do I know if the item I am ordering is in stock or not?

To determine if an item is currently available or on back order, click item and right below photo on the right hand side shows availability. All back order items are shipped in the order it is received.

What are my ordering options?

The fastest and most secure method is to place your order online through our secure website.

We also take phone orders. If your going to place a phone order, please be ready with the item(s) you would like to order as well as your credit card information.

Where will my order be shipped from?

All products shown on Cuartex.com will be shipped from our Naples warehouse and sporadically from New York.

What are my shipping options?

  • Fedex Ground
  • USPS Ground
  • Other options available by phone call

Orders may take 24 to 48 hours for our warehouse to process and ship.

When will my credit card be charged?

At the time of purchase your credit card will be pre-approved. Once your order has been shipped your card will be charged.

How do I know my order was placed successfully?

Once you have placed your order we will immediately send you a confirmation e-mail with details of the order including the items purchased, total charges and mailing information.

If you do not receive the e-mail, it may have gone to a spam folder, or an incorrect e-mail address was provided. In that case call our customer service department or connect with a live chat operator. Either will be happy to confirm your order.

Can I make changes or cancel my order?

Yes, as long as our warehouse has not started processing your order. Once order is being processed we are not able to make changes. To make changes or cancel please contact customer service as soon as possible either by live chat or by phone.

Can I return an item?

Yes, please refer to the return policy below.

How long does it take to receive a refund on a cancelled purchase?

Once an order is cancelled it could take up to 5 days for the refund to be issued.

What do I do if I got the wrong product?

One of two things may have happened. We grabbed the wrong item, which could happened since we process out hundreds of orders a day. If this happens please contact customer service. They will make sure to get the correct item out to you at no cost.

If you made a mistake and ordered the wrong item, then you can keep or return it for a refund. A 15% restocking fee will be applied and shipping back must be paid by the customer. To receive the correct part you’ll need to reorder it.

Can I track my order?

On shipment of the order, you will receive a second email notification listing the details of your package and the shipment method along with a tracking number. With that tracking number the order status can be checked online at anytime by visiting www.usps.com Or www.fedex.com. Also if you create an account you can login to our website to see all your order details including tracking.

Return Policy

Returns of all items, may be made within 5 days of delivery of an order. To make a return please call our customer service department or apply for an RMA number when logged into your account. All items must be returned in new, unused condition, with your RMA number clearly written on 3 sides of the package. Customer is responsible for return shipping charges. Once the returned items are received back by us, and pass an inspection for any damage, a refund for the purchase price will be issued. If the returned items are not in a new, unused condition, or do not have the RMA number clearly written on 3 sides of the package it will be sent back to you and a refund will not be issued. All returned items are subject to a 15% restocking fee. Shipping charges are not refundable. Returns are subject to refund only, not exchange.

What is the Warranty?

All Cuartex Flexible Stone Veneer products are guaranteed to be free from any defects. Any type of defects found from the date received needs to be reported within 30 days. In that time we can repair or replace any bad product.

This warranty does not apply to any damage that was a result of an accident, alteration, misuse, negligence or abuse.  All these types of incidents are excluded from the warranty and the client is held responsible. 

Can the product go in bathroom walls?

Yes, Cuartex Flexible Stone Veneer can be applied in Bathrooms or other places that have humidity or can get wet. Cuartex is resistant to water and weather conditions yet it needs to be sealed due to the seems. If applying to a shower that has ceramic it is recommended to flatten the wall before placing Cuartex Flexible Stone Veneer.

What happens if the Stone gets wet?

Since Cuartex is made from real natural Stone it can be adapted to any type of environment. If the Stone gets wet it won't deteriorate but it is recommended to seal the Stone if applied in areas that get wet.

What type of adhesive is needed?

Cuartex recommends construction adhesive for most applications, for specif applications please call adhesive companies that will guide you. The backing is made out of a fiberglass/polymer resin.  

What are the benefits of this product?

·      Savings in transportation and warehousing as the product is very light and thin. Especially if compared to ceramic or similar products.

·      Easy application. This product doesn’t require any special tools to be applied.

·      Easy to cut and glue on top of other surfaces such as concrete, ceramic, wood, metal and more.

·      Can be placed in interior or exterior environments. Cuartex can be applied on furniture, walls, kitchens, columns and more.

·      Cuartex is durable and strong. It has a glass fiber resin backing making it very resistant and flexible.

·      Every slate is unique, making each application different and beautiful.

·      It has a very particular innovative aspect; it is flexible making it able to be applied to curved walls, columns, curved furniture and more.

·      It is weather proof.

·      It is easy to place with Cuartex adhesive, making easy to cover large areas in the shortest time possible. Letting you save on labor.

·      You can seal the product easily to augment the stone color.

·      You can put grout to give it a separation effect. 

Can it be placed on Floors?

Yes, you can place it on floors fast and cover large areas. The natural texture makes the stone slip resistant although it is recommended to put it in low traffic areas like bathrooms or hallways. All Cuartex models are not for flooring.

Do you grout in between each slate?

It is not necessary to grout between slates although you can to give it the aspect of being separate. In bathrooms or showers we recommend grouting. 

Can you place it around pool areas?

Yes, but it is recommended to put it in low traffic areas. Cuartex can be applied fast and cover large areas. The stone texture makes it naturally slip resistant. We also recommend sealing the stone.

What type of surfaces can it be applied over?

Cuartex can be applied over: Concrete, Ceramic, Wood, Metal, Glass Fiber, Painted Surfaces, Doors, Furniture and many other surfaces.