FAQs
Everything you need to know about shopping at WallSPC.com — products, brands, ordering, shipping, returns, and more. Can't find your answer? Contact us directly — we respond fast.
About WallSPC
Who are you and where are you located?
WallSPC is an online direct distributor of wall siding, panels, and cladding products, operated by ship2user — an Ontario, Canada based e-commerce company founded in 2004 by Dave Hammond of the Greater Toronto Area. Our address is 1525 Point-O-Woods Rd, Mississauga, ON L5G 2X6. We serve residential, commercial, and contractor clients throughout Canada and the USA.
What brands do you carry?
We are an authorized online distributor for two best-in-class brands: Earthworks Natural Stone (USA), and StoneRox (Royal Stones, and VENA Stone, by Les Pierres Royales; Made in Canada). Together they cover natural quarried stone, manufactured stone veneer, screw-on stone, natural stone panels, thin brick, and related accessories — a comprehensive range for virtually any wall cladding application.
Who is Earthworks Natural Stone?
Earthworks is a family-owned US operation with 10 active quarries across the Midwest, producing high-quality limestone and granite for masonry, veneer, cut stone, brick and block, and landscaping applications. With over 175 employees and state-of-the-art fabrication equipment, Earthworks supplies residential, commercial, and government projects across North America. Their stone is quarried direct — consistent, durable, and genuinely natural.
Who is StoneRox?
StoneRox is a proudly Canadian manufacturer based in Stouffville, Ontario, with over 20 years in business. They produce manufactured stone veneer, natural stone panels, screw-on stone, thin brick, and natural stone veneer — all designed for Canadian and North American climates. StoneRox has been awarded the BILD Manufacturer/Supplier of the Year (2019) and the Greater Toronto Home Builders/UDI Member of the Year (2006 and 2007). Lightweight, durable, and easy to install for both interior and exterior projects.
Are you an authorized dealer?
Yes. We are an authorized online distributor for both Earthworks and StoneRox. Products are sourced directly from the manufacturer with full warranties intact.
Do you serve both Canada and the USA?
Yes. We ship to both Canada and the United States. Pricing is shown in both CAD and USD — use the currency selector at the top of the site. All product currently ships from SW Ontario, Canada. We facilitate cross-border shipments to the USA and handle customs documentation (see Shipping section below).
What other stores does ship2user operate?
ship2user operates six specialty e-commerce stores: WallSPC (siding, panels, cladding), Natural Brick and Stone Depot (natural stone thin veneer), Natural Stone Hardscaping (hardscaping stone), Patio Heat Direct (patio heaters), High Velocity Outlets (Unico System HVAC), and Air Curtains Direct (commercial air curtains).
Products & Selection
What types of products do you carry?
Our catalog covers the full range of wall cladding and facade products:
- Thin Stone Veneer (Natural/Real) — USA-quarried natural stone flats for exterior and interior applications
- Thin Stone Veneer (Manufactured/Faux) — high-quality manufactured stone panels designed to replicate natural stone
- Screw-On Stone — mechanically fastened stone veneer for faster, mortar-free installation; available in faux (Vena Stones) and real/natural (Natural Craft by Earthworks)
- Natural Stone Panels — larger format natural stone panel products
- Thin Brick — thin clay brick veneer for traditional brick aesthetics without full-brick construction
- Samples — order samples before committing to a full order
- Accessories — installation accessories, sills, banding, electrical covers, and related items
What is the difference between natural stone veneer and manufactured stone veneer?
Natural stone veneer is cut directly from quarried stone — it has genuine geological character, unique variation, and the authenticity of real stone. Manufactured stone veneer is engineered to replicate the look of natural stone using a concrete-based composite — it offers more consistency in color and profile, is typically lighter, and can be easier to source in large uniform quantities. Both have valid applications depending on project requirements, budget, and aesthetic goals. Contact us and we'll help you decide.
What is screw-on stone?
Screw-on stone (also called mechanically fastened veneer) installs without mortar — panels are fastened directly to the substrate using screws. This speeds up installation significantly, reduces mess, and makes the product accessible to experienced DIYers and contractors alike. StoneRox's Screw-On Stone and Earthworks' Natural Craft line are both strong options in this category.
Can I order samples before buying?
Yes. We offer samples so you can verify color, texture, and finish before committing to a full order. This is strongly recommended for any project where color matching matters — screens and monitors do not accurately represent how stone will look in person under natural light. See our Samples collection.
Do colors vary from what's shown on the site?
Yes — this is inherent to natural and natural-look products. Colors may vary due to screen resolution differences, and natural stone products will always have product-to-product variation as a characteristic of the material. Color and visual variation that are naturally occurring are not considered defects. We strongly recommend ordering samples and making final color selections from physical product before placing a full order.
What applications are your products suited for?
Our products are used across a wide range of applications including exterior cladding and facade, interior feature walls, fireplace surrounds, basement finishing, commercial storefronts, landscape walls, accent columns, and more. Products are described on the site based on their actual real-world use cases. If you have a specific application in mind, contact us and we'll confirm suitability.
Do you offer custom or specialty products?
To the extent possible, yes. Custom product solutions can be discussed — contact us with your project requirements and we'll see what we can accommodate. Note that custom/special-order products cannot be cancelled once in production.
Ordering, Coverage & Quantities
How do I calculate how much product I need?
Coverage is listed on each product page. As a general rule, always add a waste allowance of 15–25% on top of your measured square footage to account for cuts, breakage, and pattern matching. For corners, order corner pieces separately — they are not interchangeable with flats. If you're unsure, contact us with your dimensions and we'll help you calculate the right quantity. Under-ordering is a common and costly mistake — dye lots and production runs can vary, so matching product ordered later is not always possible.
What are "flats" and "corners"?
Flats are the standard field pieces that cover flat wall surfaces. Corners are purpose-made pieces that wrap outside corners of walls, columns, and chimneys — they create a finished look without exposed cut edges. Most of our stone veneer products require separate corner pieces for outside corners. Both flats and corners are listed on the site and must be ordered in the correct quantities for your project.
How do I place an order?
Browse the site, add items to your cart, and proceed to checkout. Freight is calculated at checkout based on total weight and destination. Enter your postal code on the cart page for a freight estimate before proceeding. We accept Visa, Mastercard, American Express, Discover, Google Pay, Shop Pay, and Diners Club.
Can I place an order by phone or email?
For security, all transactions are completed online. Contact Dave at (289) 809-6762 or dave@ship2user.com if you need assistance during checkout.
Can I cancel my order?
We generally cannot accept cancellations. If an issue arrises email dave@ship2user.com immediately with your order confirmation and a cancellation request. Once transportation has been initiated, we cannot alter or reverse the shipment. Custom or special-order products cannot be cancelled once in production.
Do you offer volume discounts for contractors and builders?
Yes — our contractor/builder discount program is embedded in the site and applied automatically at checkout:
| Order Total | Discount |
|---|---|
| Over $5,000 | 3% Off |
| Over $10,000 | 5% Off |
| Over $25,000 | 7% Off |
| Over $50,000 | 10% Off |
| Over $75,000 | 12% Off |
| Over $100,000 | 15% Off |
Applies to combined product total only — freight and sales tax excluded.
Pricing
Is your pricing transparent?
Yes — fully. What you see on the product page is the price. No hidden fees, no bait-and-switch. Freight is calculated at checkout based on weight and destination. In rare cases where the site miscalculates freight (very remote or unusual locations), we will contact you before proceeding.
Do prices include taxes?
Prices do not include applicable taxes. Taxes are calculated at checkout based on your destination. We do not collect or charge taxes to US buyers, however customers are responsible for verifying applicable duty and tax obligations in their state or jurisdiction.
Shipping & Delivery
Where does product ship from?
All Stonerox product currently ships from SW Ontario, Canada, directly from the respective vendor's yard or facility. Earthworks product ships from Missouri.
Where do you ship to?
We ship throughout Canada and the United States. We cannot deliver to PO boxes or military APO addresses. For remote, water-access-only, or unusual destinations, contact us before ordering as freight may need to be discussed individually.
How is freight calculated?
Freight is calculated at checkout based on total order weight and destination. Add items to your cart and enter your postal code on the cart page to get an estimate before proceeding. We reserve the right to adjust freight in cases of miscalculation — we will always contact you before proceeding with any adjustment.
How long does delivery take?
Products typically leave the yard 1–3 weeks after the order is submitted for faux stone. Lead times can vary depending on product particulars, destination, seasonal demand, and other factors. Real stone lead time is longer, generally about 6-8 weeks until ready to ship. Contact us for current lead time estimates specific to the product and quantities you need. We recommend caution when pre-booking installation dates before a confirmed ship date.
What carriers do you use?
We use ground freight services. We reserve the right to select the carrier and shipping method. Carriers deliver to valid street addresses only.
Do I need equipment to offload the delivery?
Usually Yes — stone and cladding products are heavy. For most orders, suitable offloading equipment (forklift, boom truck, or similar) must be available on site to unload from the delivery truck. For smaller orders, we can typically arrange lift-gate service — contact us to discuss your order and offloading requirements before your order ships.
What do I do when the delivery arrives?
Inspect all goods at the time of delivery before signing. If damage is visible, note it on the delivery receipt before the driver leaves — call us while the driver is present if possible. Report any shortages or damage with photographs within 24 hours of delivery. Mandatory sign-off is required on all deliveries. Delivery beyond the street curb is the customer's responsibility.
What about shipping to the USA — are there customs requirements?
Yes. Cross-border shipments to the USA require documentation for US Customs and Border Protection. We will facilitate broker services to handle border crossing. US customers are required to complete CBP Form 5106 (Importer Identity Form) — a Business Tax ID number or SSN is generally required. You can download the form here. A direct customer phone number must be provided to facilitate communication during transport. If inaccurate information causes delays at the border, additional freight fees may apply. We do not collect or charge US taxes, but customers are responsible for verifying applicable duty and tax obligations in their state. Shipping from USA into Canada usually requires a clearing agent; www.Clearit.ca is reputable online service we often recommend for clients who haven't self-cleared before.
Can I change my shipping address after an order is placed?
No. Once a shipment is in the hands of a freight carrier, the shipping address cannot be changed. If a delivery is rejected or refused by the customer, we will not cover any associated return freight, duty, tax, or other fees.
Returns & Refunds
What is your return policy?
Given the nature of heavy building materials and the logistics involved, we generally do not accept returns. Should an issue arise, contact us to discuss the circumstances. In special situations, a return may be negotiable and would be subject to a 25% restocking fee plus all transportation costs associated with the transaction. The following conditions apply to any return consideration:
- Product must be unused, uninstalled, and undamaged
- Original packaging must be intact
- Customer is responsible for all return freight costs — we do not cover shipping in either direction
- Items returned freight collect will be refused
- Color and visual variation naturally occurring in stone and stone-look products are not considered defects and are not grounds for return
For full details, see our Refunds & Returns Policy.
What if I ordered the wrong product or changed my mind?
Contact us. We will try to accommodate, subject to the restocking fee and all applicable freight, duty, and tax costs being covered by the customer. This is handled case by case.
What if the wrong item was shipped?
If we shipped the wrong item, we will cover all costs to remedy — no exceptions.
What if my order arrived damaged?
Inspect at delivery, note damage on the delivery receipt, and contact us at dave@ship2user.com with photos within 24 hours. We will arrange replacement at no cost to you. Do not refuse the shipment — items returned freight collect will be refused.
How long do refunds take?
If a refund or rebate is being issued, allow at least 7 days for processing and an additional 1–2 billing cycles for it to appear on your credit card statement. Refunds are issued to the original payment method.
Installation & Technical
Do you offer installation services?
We do not provide installation services directly. We can provide product documentation, installation guides, and general guidance to assist your installer or contractor.
Where can I find installation guides?
Installation guides for StoneRox products are available on the StoneRox website. Earthworks installation resources are available at earthworksstone.com. Contact us if you need documentation before purchase.
Do I need a professional installer?
Experienced DIYers can install many of our products, particularly screw-on stone lines which are designed for easier installation. Mortar-set natural stone veneer and larger panel products are generally best handled by an experienced mason or contractor. Always follow manufacturer installation guidelines and comply with local building codes.
What substrate do these products install on?
Requirements vary by product. Most thin stone veneer products require a properly prepared substrate with metal lath and scratch coat for mortar-set applications. Screw-on products typically install over wood-frame or steel-frame construction with appropriate sheathing. Always refer to the specific product's installation guide for substrate requirements.
Are these products suitable for exterior use in freeze-thaw climates?
Yes — our products are selected specifically for performance in North American climates including Canadian winters and freeze-thaw cycles. That said, always verify the specific product's exterior suitability and follow installation guidelines for weatherproofing, flashing, and sealing.
Warranty & Product Quality
What warranty do products carry?
Products are backed by their respective manufacturer's warranty. StoneRox and Earthworks both stand behind their products. Warranty documentation is included with purchases. Contact us for specific warranty details on any product before buying.
Does warranty cover color variation?
No. Natural color variation and product-to-product differentiation are inherent characteristics of natural and natural-look stone products. These are not defects and are not covered under warranty. This is why we strongly encourage ordering samples before committing to a full purchase.
What if a product is defective?
Contact us immediately with photos and a description. We will work with the manufacturer to resolve and will cover all costs for confirmed defective product.
Contact & Support
How do I contact you?
Multiple ways to reach us:
- Chat — use the chat widget on this site for immediate assistance
- Phone/Text — (289) 809-6762
- Email — dave@ship2user.com
- Contact page — wallspc.com/pages/contact
What are your business hours?
We are an online business and respond throughout the day including evenings and weekends. We strive to reply the same day.
I need help choosing the right product — can you help?
Absolutely. Tell us about your project — application type, surface dimensions, interior or exterior, climate, aesthetic preferences, and budget — and we'll help you find the right product and calculate the right quantity. Reach us by chat, phone, or email.
Still have a question? Contact us — we're happy to help.