Support center
Customer Support: How Can We Help?
Answers on orders, shipping, returns and choosing the right polymeric sand, sealer or paver base. For anything else, a real person who knows hardscape products will get back to you.
What do you need help with?
- Track or change an order Order status, tracking and address changes before it ships.
- Returns & refunds 30-day returns on unopened items and how refunds work.
- Shipping & delivery Where we ship, how long it takes and what to expect.
- Damaged or wrong item Tell us within 5 business days and we will make it right.
- Which product do I need? Tell us about your joints and pavers and we will point you to the right sand or sealer.
- How many bags? Work out bags for your area and joint width.
- Data sheets (TDS & SDS) Technical and safety data sheets from the manufacturers.
- Try a sample first Small bags of the real sand and sealer before you commit.
Quick answers
How do I return something?
Most items can be returned within 30 days of delivery if they are unused, unopened and in their original packaging. Email info@polymericsandstore.com with your order number and a short reason, and we will send you a return label and instructions. Please do not ship anything back before you hear from us.
What can't be returned?
- Opened bags, pails, jugs or tubes, including partly used product
- Color samples and sample kits
- Items returned more than 30 days after delivery
- Special order and custom-blended product, where we tell you before you buy
Who pays for return shipping?
You cover return shipping unless the return is our fault. We send you a prepaid label and deduct its cost from your refund, and the original shipping you paid is not refunded. If we sent the wrong item or it arrived damaged, we cover the return shipping and replace or refund it in full.
When will I get my refund?
Once your return arrives and we have checked its condition, we process the refund to your original payment method within 5 to 7 business days. How quickly it shows after that is up to your bank or card issuer.
My order arrived damaged or wrong
Tell us within 5 business days of delivery. Send your order number and photos to info@polymericsandstore.com and we will replace the item or refund you.
How long does shipping take?
Orders placed by 2:00 PM Eastern on a business day ship the same day. Orders placed after 2:00 PM, on weekends or on holidays ship the next business day. Freight and special-order items can take longer, and we will contact you with a ship date if so. You get an email with tracking once your order ships, and standard ground shipping takes 1 to 5 business days in transit.
Where do you ship?
We ship to all 50 U.S. states. We do not ship to P.O. boxes or APO/FPO addresses. Alaska, Hawaii and other non-contiguous locations may have extra charges and longer transit times. Outside the United States? Contact us and we will tell you what we can arrange.
Can I change my shipping address?
Contact us as soon as possible at info@polymericsandstore.com. We cannot change the address once the order has shipped.
Can I pick up my order?
Yes. Pick up at our Williamstown, New Jersey warehouse Monday to Friday 8:00 AM to 5:00 PM and Saturday 8:00 AM to noon, Eastern. Call (856) 418-4895 first so the warehouse can pull your order and have it ready. Please do not come without calling.
Mail and local pick-up
Polymeric Sand Store
1287 Glassboro Road
Williamstown, NJ 08094
Pick-ups and drop-off returns: Monday to Friday 8 to 5, Saturday 8 to noon, Eastern. Closed Sunday. Call (856) 418-4895 first so the warehouse can pull your order.
Get help faster
Have your order number ready. For a damaged or wrong item, photos of the box and the label help us fix it in one reply.
Send us a messageSend us a message
Request a pallet quote
Full pallets ship by freight truck, and the cost depends on where the truck is going and how it can be unloaded. Tell us what you need and where, we call you back with a delivered price with freight and liftgate listed separately, and then send an invoice you can pay online.