Terms, Delivery & Privacy Policy

Delivery

Before any piece leaves our shop, it goes through a detailed inspection to ensure it meets our standards for quality and finish. Every item is carefully examined and securely crated so it arrives ready for installation. We take pride in what we build — and in how it shows up.

Curbside Delivery Guidelines

Curbside Freight (LTL) — All residential and commercial deliveries are curbside. The driver will unload the crate at the curb or driveway. This is not white-glove or interior placement.

Unloading Requirements

Many pieces are heavy and may require a forklift, pallet jack, dollies, or additional manpower to unload and move safely. New construction sites should plan for proper equipment on site. Some locations may not include lift-gate service — it is the customer's responsibility to confirm unloading capability.

Heavy Materials

Concrete and products can weigh several hundred pounds. Please plan accordingly.

Inspection Upon Delivery

Products are shipped in wood crates. Open the top of the crate and inspect the piece before signing the Bill of Lading (BOL). If there is any visible damage, it must be noted on the BOL at time of delivery and reported to us within 24 hours.

Reporting Damage

In the rare event of freight damage, we will work quickly to resolve or replace the affected piece — provided it is documented on the BOL and reported within 24 hours. We strongly recommend video recording the uncrating process for documentation.

Delivery Timeframes

All delivery dates are estimates and subject to change. We are not liable for carrier delays.

Installation & Liability

Proper installation in accordance with local codes is the responsibility of the installer. We are not liable for damages resulting from improper handling, installation, or use.

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Terms and Conditions

By accessing and using this website, you accept and agree to be bound by the terms and provisions of this agreement. In addition, when using our services, you shall be subject to any posted guidelines or rules applicable to such services. Any participation with Concrete Encounter, LLC will constitute acceptance of this agreement. If you do not agree to abide by the above, please do not purchase our products.

• All orders are subject to Concrete Encounter's written approval via email.
• Payment is due in full before any product will ship.
• All products remain the property of Concrete Encounter until full payment is received and the product is shipped.
• Prices listed online are subject to change without notice.
• Concrete Encounter is not responsible for installation/removal of our products unless prior written arrangements are made. Labor costs associated with the same are the customer's responsibility unless prior written arrangements are made.

Sales Tax Policy

Concrete Encounter is required to collect sales tax for residential and commercial orders shipped in Connecticut. A resale certificate can be provided to avoid paying sales tax, but a current certificate must be submitted before the order is placed.

Cancellation & Return Policy

Concrete Encounter is unable to cancel or change an order once it is placed, as all of our work is made to order. If there is an issue and we can accommodate the change, we will do our best to serve your change. Returns are generally not accepted unless there is a manufacturing defect or the order was filled incorrectly.

If a return is accepted, it must be requested within 7 days of delivery. All return shipping costs are the customer's responsibility, and a 20% restocking fee will be deducted from the refund.

If you are purchasing a premade product, Concrete Encounter will warranty said item for 60 days from date of receipt. This warranty applies only to manufacturing defects and does not cover, but is not limited to, damage from misuse, damage incurred by using incorrect cleaning products, chips in the concrete, stains in the concrete, hairline cracks, overuse, use of foreign products that may be incompatible with the concrete, or incorrect installation. Any requests for returns need to be submitted via email with pictures and documentation. Repair or replacement will be at the sole discretion of Concrete Encounter.

Errors & Omissions

While we do our best to ensure that the pricing and product information on our website is accurate, occasionally typographical and informational errors occur. We apologize for any inconsistency, but reserve the right not to fulfill orders based on incorrect pricing or other information on all print or electronic media.

Damaged Merchandise

Before accepting a delivery, please inspect the box and product for damage. If upon delivery you can tell that there is damage to the product from the outside of the package/crate, please reject the shipment and contact Concrete Encounter within 24 hours to notify us of the situation. If you have any questions, please contact us directly and we will be happy to assist.

Concrete Encounter, LLC
430 Poplar Street, Bridgeport, CT 06605
info@concreteencounter.com
203-659-4765

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Product Care & Natural Variation

Scratching

Our concrete is very durable but can scratch, especially in the first few weeks of its life. Scratches that occur after accepted delivery are not the responsibility of Concrete Encounter.

Chipping

Our concrete is made using high quality concrete but can still chip. Heavy items that hit the concrete may chip it. Concrete Encounter is not responsible for repairing or replacing pieces in which chips occur after accepted delivery.

Cracking

Hairline cracks may occur and are considered normal. Cracks can occur due to various conditions such as, but not limited to, supporting structure settling and extreme variations in temperature or freeze/thaw cycles. Concrete Encounter is not responsible for replacing or repairing any products that develop hairline cracks.

Staining

Concrete Encounter uses industry-leading sealers on our products. While these sealers will resist most staining, some products can stain when they come in contact with our concrete. Acids, vinegar, bleach, ammonia, and other acidic products may etch the surface if not wiped up right away. Other products may stain the concrete as well, and it is the customer's responsibility to clean and take care of the concrete. As time goes on, your concrete should become more resistant to staining. Concrete Encounter holds no warranty or guarantee on our sealer or its ability to resist stains.

Product Appearance & Variation

Concrete Encounter's products are made by hand using natural materials and will have variation in color, texture, and appearance. Variation from the samples is normal. Pin holes in the concrete are normal, as well as variations in sand exposure and concrete layering lines — these are all irregularities that make concrete great. Variation in color and appearance is not considered a manufacturing defect.

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Privacy Policy

We are committed to protecting your privacy. Customer records are regarded as confidential and therefore will not be divulged to any third party, other than if legally required to do so to the appropriate authorities.