What to expect, step by step.
How your surround is made, shipped, and installed, plus the few things we’ll ask of you along the way.
The short version
Whether you’re specifying for a client or ordering for your own home, every Oltre surround is cast to order in Salem, Oregon. Production takes six weeks from the day your order is placed and paid. Freight then takes 4 to 8 business days, free within the contiguous 48 states on standard models. Custom work takes six to eight weeks once the design is approved and the order is placed.
Seven steps, order to fireside.
What happens at each stage, and the few moments where we’ll need you.
You place your order
Specifying for a client? Approved trade partners (architects, designers, and builders) get 10% off published list on every standard model.
Ordering for your own home? Choose a size and finish on the model’s product page, then check out. For a custom size, profile, or finish, and we’ll draw it with you first.
Not sure about color? Our $55 sample set lets you see the finishes in your own light before anything is cast. Trade partners get it free.
We cast it to order
Your surround is cast to order in our Salem, Oregon shop, not pulled from inventory. Production takes six weeks from the day your order is placed and paid. If something outside our control causes a significant delay, we’ll let you know.
Need it sooner? Three-week expedited production is available on standard models at 35% above list, calculated on list price. It doesn’t stack with trade discounts.
Trade partners can follow the production stage and target ship date in the trade portal.
We finish, seal, and crate it
Each piece is finished by hand in our shop and ships pre-sealed, in a heavy-duty crate sized to your project.
It comes with the filler panels (unless your design leaves them out), installation drawings, and the finish kit: concrete stain, concrete-mix powder, and color-matched caulk. The shipping manifest in the crate lid lists what’s in the crate.
It travels to you by freight
Your order ships by FedEx Freight (or a comparable LTL carrier) and arrives four to eight business days after pickup from our Salem facility. Freight is free on standard models within the contiguous 48 states.
Free delivery is curbside with a liftgate, to a freight-accessible address. Remote, island or limited-access addresses may need a freight quote. The carrier’s job ends at the curb, so plan how you’ll move the crate inside. If you need inside delivery or special equipment, extra fees may apply, quoted when you order.
A hearth ordered with your surround is made in the same six weeks and ships with it, with no added freight. Exterior pieces ship by quoted freight. For Alaska or Hawaii, email info@oltreusa.com. Trade partners can track the shipment in the trade portal.
Delivery day
Plan to have someone there to sign. Before anyone signs the delivery receipt, uncrate everything and look it over.
Some variation is part of cast stone: color differences between pieces and small marks or pits in the surface are normal. Chips and broken edges are not.
If you see damage, refuse the delivery, or write “CONTENTS DAMAGED” on the receipt before signing, and photograph the product and the packaging. Then send us the photos within 24 hours: call (971) 314-9530 or email info@oltreusa.com. We handle the freight claim. Pieces damaged beyond repair are remade or replaced, and minor damage is repaired. That note on the receipt matters: without it, the freight insurance claim may be void.
Installation
Trade partners usually install through their own general contractor. In-person installation is a paid concierge add-on anywhere from Eugene to Portland (including Vancouver, Washington) and from Bend to the Oregon coast. Outside that area, we coordinate with your general contractor.
A one-piece surround takes two to three installers and three to five hours (three installers for the one-piece Newport and Verona; a Newport weighs about 280 to 350 lb, depending on size). A three-piece mantel takes six to eight hours; a mantel shelf, two installers and two to three hours. For surrounds and mantels, we recommend a general contractor, mason, or finish carpenter.
A surround anchors and caulks into the wall like built-in cabinetry and stays with the house, so choose its spot once. Every order comes with direct phone support through the install, Monday to Friday, 8 a.m. to 4 p.m. Pacific, at (971) 314-9530. If anything looks off, call before you caulk.
Living with it
Day to day, treat cast stone like fine furniture: a soft cloth and warm water handle most cleaning. For heavier stains, use a mild, neutral-pH detergent, and skip anything acidic, alkaline, or abrasive.
Hairline crazing as the concrete cures is normal, just as in natural limestone, and over the years the stone takes on a patina that reads as character, not wear. A crack wider than a credit card is not normal: call us.
Ordering something custom?
Custom pieces follow the same path, with a design stage first. Send your dimensions and a few photos. Within two business days we send a proposal with pricing, 2D drawings, and 3D renderings, and we revise until you sign off. Custom work takes six to eight weeks once the design is approved and the order is placed.
Expedited production is for standard models only, and custom pieces are non-returnable once production starts. More on custom projects.
Frequently asked questions.
Quick answers for architects, designers, builders, and homeowners.
How long does it take to get my surround?
Is shipping free?
What if something arrives damaged?
Do you install, or do I hire my own contractor?
Can I return my order?
The full terms live in our shipping policy and refund policy.