Service Policy
What the shop can help with
We answer retail questions about the listed pack format, nominal mat footprint, quantity, order status and delivery eligibility. This is a physical-product shop, not an installation or engineering service. A photo or description cannot establish structural safety, material compatibility or the cause of cracking. We will not represent a filler as an approved solution for load-bearing movement or active water problems. Consult a qualified local professional for those concerns before buying.
How to make an enquiry
Email [email protected] or call 1 7194179176. Give the product name or SKU, quantity, delivery ZIP code and the question you need answered. For an existing request, include its JS order reference. Do not include card details, passwords, identity documents or sensitive personal information. Our postal contact is J & Son Colorado Concrete LLC, 601 Manitoba Dr, Colorado Springs, CO 80910, US, registration 20211683959. The address is not an advertised walk-in showroom or an invitation to return goods without instructions.
Response and confirmation
We aim to acknowledge ordinary enquiries and review new order requests within 2 business days, excluding weekends and public holidays. This is a service target, not a guaranteed response time. If you have not heard from us after that period, contact us again with your reference rather than creating duplicate checkout requests. We confirm stock, address eligibility, delivery estimate and payment arrangements before asking you to proceed. No automated email or payment processing is claimed by this site.
Changes and after-delivery support
Ask to correct a product, quantity or address as soon as possible. We verify the request against the order details and explain whether a change remains possible. Once dispatch has occurred, an address change may not be available and carrier charges may apply only if disclosed and agreed. For damage, missing goods or an incorrect item, retain the pack and take photographs if safe. Send the reference, affected product and a brief account of the problem; do not use a suspect or damaged product while awaiting advice.
Escalation and practical limits
If the first response does not resolve the issue, reply describing the unresolved point and the outcome you seek. We aim to provide an update within 5 business days or explain why investigation needs longer. A resolution may include supplying information, correcting the request, arranging an appropriate replacement or refund, or authorizing a return according to the issue and applicable rights. We cannot guarantee project outcomes, carrier performance or a remote diagnosis. The Shipping, Returns and Payment policies provide the corresponding procedures and do not override mandatory rights. Effective October 19, 2026.