FAQ

OUR PRODUCTS

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Q. HOW ARE CONCRETE NATION PRODUCTS MADE?

A. Each piece within the CN collection is meticulously hand crafted in Burleigh Heads QLD by trained artisans from start to completion.

Concrete Nation has spent the last 10 years perfecting their high-performance concrete mix to maintain the natural look of concrete while infusing it with beautiful colours. Tinted oxide is added to the concrete mix so the colour runs through the product.

Q. ARE THE PRODUCTS SEALED

A. All Concrete Nation products go through a stringent sealing process, using several coats of a penetrative sealer which is absorbed into the concrete. A topical sealer is then applied to give it a smooth and silky finish.

Q. WHAT IS TO BE EXPECTED IN THE FINISH OF OUR PRODUCTS?

A. The focus at Concrete Nation is to maintain the natural beauty of concrete. This includes colour movement/variation and the potential for small air pockets (also known as pitting) on the exterior of the product. Any air pockets on the interior of the product will always be filled in to achieve a smooth surface. Please note, we cannot guarantee that the product will or will not have air pockets, as each product is different.


CARE & MAINTENANCE

Q. HOW DO YOU CARE FOR YOUR CONCRETE NATION PRODUCT?

A. All CN products should be cleaned using a mild non-abrasive cleanser. We love Koh Universal Cleaner but any multi-purpose cleanser will do the trick. Please refrain from using scour pads on the concrete, as it can scratch your basin and breakdown the sealer

Avoid exposure to products with high levels of PH such as bleach and nail polish remover as they can strip the sealer and will expose the concrete to staining.

Click to download our CARE & MAINTENANCE GUIDE

Q. DO PRODUCTS NEED TO BE RESEALED?

A. Each piece within the CN collection is sealed with a deep penetrative sealer so resealing is not required. In the unlikely event that a product does need to be resealed, Concrete Nation can provide a refresh kit with simple instructions.


PURCHASING

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Q. WHAT ARE THE LEAD TIMES?

A. Lead times vary by product and can change depending on the demand for each style. It is best to refer to our online shop for current lead times on each product.

Q. DO YOU HAVE STOCK AVAILABLE FOR IMMEDIATE DELIVERY ?

A. We do hold stock of our some of our standard basins. Click here to shop our current stock. Note we do not stock our baths pods or column basins as these are all made to order. Concrete Nation may have the ability to process certain products at a faster rate if a shorter leadtime is required so it is best to contact us for urgent needs.

Q. DO YOU OFFER RETURNS ?

A. Concrete Nation only offers exchanges on stock purchases made from Stock Basins page in our online shop. All exchanges must be made within 14 days of date of purchase. Note there is a 20% restocking fee for each product and the customer is responsible for the shipping cost and insurance for the returned basin, as well as the shipping cost for the new basin. The returned basin must not have been installed and must be received back in new condition in order to process the exchange. Once we receive the returned basin, the new basin will be dispatched.

All other Concrete Nation products are made to order. Once the order has been placed we will commence manufacture and are unable to make changes to your order, accept cancellations, or provide credits. Please ensure your order is correct at the time of purchase.

Q. WHAT IS THE WARRANTY ON YOUR PRODUCTS ?

Concrete Nation warrant all products for a period of one year for labour & two years for replacement from the original date of purchase. Please click the links below to view our warranty

     BASIN WARRANTY   |    BATH WARRANTY

Q. DO YOU OFFER TRADE ACCOUNTS ?

Concrete Nation does offer trade accounts to select Architects & Designers. Please download the below application and send to cherie@concretenation.com.au for approval.


SHIPPING

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Q. DO YOU SHIP INTERNATIONALLY

A. Absolutely. Concrete Nation ships products all over the globe. International purchases can be made directly from our shop with shipping for standard basins calculated at checkout. For shipping enquiries of larger items please contact us for a quote. Depending on the item you are ordering, freight times can vary.

For our Standard Basins (Arc, Lux, Halo, & Eclipse), you can expect a delivery time frame of 2-3 days on top of your lead time. Please note, this can vary depending on your location and customs clearance.

For all other products, delivery times do vary and will be discussed when quoting.

All pricing is in AUD and does not include any government fees that may apply at the destination country. Concrete Nation is not responsible for any duty or tax that may be applicable at the destination country.

Q. DO YOU OFFER STANDARD SHIPPING RATES WITHIN AUSTRALIA?

A. For our Standard Basin range (Arc, Lux, Halo, Eclipse), we do offer flat rate shipping-

1 x Basin - $50 2 x Basin - $70 3 x Basin - $90

4 x Basin - $110 5 x Basin - $130 6 x Basin - $150

To obtain a shipping quote for our larger items (Cube Basins, Pod Basins, Columns, Baths, & Vanities), please contact us

Q. HOW ARE PRODUCTS PACKAGED?

A. Concrete Nation has spent years perfecting packaging to ensure products arrive safely. Standard above bench basins are packaged using a high tech spray foam which moulds around the basin and provides complete protection. Larger, heavier products are wrapped in a protective layer of packaging and placed in a palletised crate to ensure easy handling for transport.

Q. WILL THE TRANSPORT COMPANY BRING THE SHIPMENT UP MY STAIRS?

A. Concrete Nation uses a third party to transport and therefore can only deliver to the ground floor on a level surface. Please note that the delivery address must have a clear passageway for drop-offs. Our transporter has the right to refuse delivery if access to site does not easily accommodate delivery trucks. Collection would then need to be arranged with the nearest depot.

Q. CAN I ARRANGE MY OWN TRANSPORT?

A. Yes, you can arrange your own transport, but please note that if the shipping is not booked through Concrete Nation, the shipment will not be insured. It is up to you to arrange insurance if you are booking the shipment. We strongly recommend booking shipping through us as we use certain couriers that we know will handle our goods with care.


MY ORDER

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Q. WILL I RECEIVE TRACKING INFORMATION FOR MY ORDER?

A. Absolutely, once your product is packaged and ready to be dispatched from our warehouse, you will receive a booking confirmation from our trusted third party courier company, who will upon collection provide you with a tracking or consignment number to the email address provided on your order. You will also receive an email from us confirming that your order has been fulfilled. If you do have further queries or issues, please feel free to contact us.

Please note, it may take up to 24 hours for tracking information to update, so please be patient in receiving.

If you have general enquiries regarding your shipment (i.e delivery eta, change of address, rescheduling etc), it is best to contact the courier as they will be best to assist you with queries you may have.

Q. WHY HASN’T MY ORDER ARRIVED YET?

A. If you haven’t received an email from our third-party transport company, this means your product is still likely to be in production and will be ready for dispatch shortly. As our lead times provided at time of order are an estimate, they can vary due to our products being made from a natural resource. Please email us with your order number and any additional queries you may have and we will be in touch with an update.

Q. OH NO! MY ORDER HAS ARRIVED AND IT APPEARS DAMAGED. WHAT SHOULD I DO?

A. While we take every precaution to ensure our products arrive safely, on the rare occasion, damages can occur in transport. Note that goods should not be signed for if exterior damage is evident i.e corners of box look as though they have been severely damaged in transport etc. It is crucial to please reject delivery as we will be notified from the driver that the goods have been refused, allowing us to lodge a claim with ease.

All goods MUST be inspected for damages within 24 hours of receiving. Please get in touch with our team as soon as damages have been noticed and we will be in touch with our courier service to try and rectify this issue. If a damage claim has been issued after the 24-hour notice period, no claim for damaged goods will be accepted.


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