General
What are Universal Rocks products made from?
Our products are made with a special polymer blend – not fiberglass.
How are they colored?
The coloring process of our products involves the meticulous blending of sands and crushed rock, without the use of paints or stains. It is important to note that due to the nature of the hand mixing technique, there may be variations in colors. While we make every effort to ensure consistency among our products, we cannot guarantee an exact match between rocks produced in different batches.
Furthermore, accurately representing the true colors of our products through photographs is a challenging task. Factors such as the specific camera used, lighting conditions, and variations in screen displays can significantly influence the perceived colors. Therefore, we advise that the colors depicted in photos are approximate and may not precisely reflect the actual appearance of the products.
It is essential to acknowledge that Universal Rocks cannot be held liable for any discrepancies or mismatched colors that may arise as a result of the inherent variations in the hand-coloring process or the challenges associated with accurately portraying colors through digital media.
Will Universal Rocks products stand up to my hot summers/cold winters?
The short answer is, yes! They will.
We have had our rock products in extreme conditions throughout Australia, USA and Canada; both hot and cold, and they have shown little to no signs of deterioration or weather erosion from ice or snow.
How much do these Fake rocks weigh?
Our materials give the look and feel of real rock, at a fraction of the weight. Weights will depend on individual products and are listed on the page.
If these rocks are so light won’t they blow away?
Yes they could, but far less of an issue than people think.
For our pond products, we recommend installing soil and mulch typically around the base of the product, stopping wind from getting underneath it. For our pool products you can watch the install video HERE
If this still concerns you, you can simply put one or more wooden stakes into the ground, place the products over the top of it and screw through the product into the stake to secure it.
Won’t they break easily for being so light?
The outside skin is extremely tough; it can’t be scratched or chipped, so you don’t have to worry about your weed eater damaging the rock.
The inside foam is what gives our rocks their structural strength, with most rocks being able to support more than 200lbs!
If the product needs to be stronger, we can make it stronger, though there is an upcharge.
How will my product(s) be shipped?
We allow 12-28 business days before you receive your item(s) after the date it was placed.
In some rare cases we have exceeded this time frame due to hiccups in the manufacturing process or cold weather conditions, but we always do our best to ship everything in a timely manner.
For custom aquarium orders, please allow 14-28 business days.
Does Chlorine or Salt affect the finish of the waterfall?
Under normal conditions Chlorine/salt has no effect on the finish of our products.
However, do not run your pool waterfall after you have shocked your pool until it is safe to swim again.
How do I secure the waterfall to my pool deck?
We have a very informative video here that explains how to go about installing a pool waterfall.
Can I jump off of the waterfall?
While our products do support some weight, we do not encourage the use of our products as jumping or diving platforms. Universal Rocks can not be held responsible for any damage caused to the product or persons involved.
Will these waterfalls work with my pool cover during winter?
All of our pool products have a “rolled-over lip” that drops down into the pool. This can interfere with most pool covers.
When you are going to use the cover you can simply remove the waterfall (depending on how it was installed) or some pool companies make custom pool covers that go around water features.
What is Universal Rocks Warranty?
WHAT THE LIMITED WARRANTY COVERS.
The limited warranty covers any manufacturing structural defect for 5 years. At Universal RocksTM we pride ourselves on making quality rock features that capture the beauty of nature and bring it to your home.We want the product to be of lasting value and provide this 5 year limited warranty for any structural defect in our product.
WHAT THE WARRANTY DOES NOT COVER.
- Color variations are not covered under this warranty. Our natural looking replica rock products are hand made to imitate nature. Consequently they have variations in color and finish. The rock finish is also designed to age naturally.
- Damage caused due to incorrect installation is not covered by this warranty. The water features must be installed correctly. When installed correctly the Universal RocksTM feature will be a lasting and beautiful contribution to your home.
- Pumps purchased with a Universal RocksTM Water Feature are not covered by this warranty. Any faults found with the pump will be referred to the pump manufacturer.
- Hoses and fittings are not covered by this warranty. Hoses and fittings must be replaced from time to time.
WHAT THE PERIOD OF COVERAGE IS.
The limited warranty is for 5 years from date of purchase. Please keep your receipt in a safe place should you need to claim. The receipt will prove date of purchase. You cannot make a warranty claim without this receipt.
HOW TO MAKE A WARRANTY CLAIM.
Deliver your product together with proof of purchase to the dealer from whom you bought the product.
WHAT WE WILL DO.
We will assess your product to establish the cause of the problem. If the problem is due to a structural fault in manufacturing, or a defective part.
- we will repair your product without charge
- we will replace your product without charge or we will give you a credit on another Universal RocksTM product.
WHAT WE WILL NOT DO.
- We will not refund.
- We will not travel to your residence to inspect the product. You must return the product to your place of purchase or an authorized repairer.
