General
What are Universal Rocks products made from?
Our products are made with a special polymer blend – not fiberglass.
How are Universal Rocks 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 faux 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 with 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?
This will depend on the size of your order.
Aquarium and Reptile products will almost always come in one or more boxes from UPS or FedEx.
All our other products i.e. waterfalls, ponds and rocks will almost always come on a pallet from various shipping companies.
They are simply strapped and plastics wrapped but not in a box for pallet orders.
Do you ship outside of the US?
Yes, we do!
Shipping overseas is expensive, though we can provide you with a custom quote at your request.
How long will it take to get my order once it is placed?
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.
I haven’t received payment confirmation!
If this happens please contact us immediately at 972-412-7179 or info@universalrocks.com to make sure your items have been ordered correctly.
I haven’t received tracking information!
If you haven’t received tracking information 12-21 days after placing your order please contact us at 972-412-7179 or shipping@universalrocks.com
I want to change/cancel my order, what do I do?
If your order has not been made, you can modify or cancel your order and you will be charged or refunded the difference in cost.
If your order has already left the facility you will need to pay for shipping back to our location and you will be refunded the cost of the items less a 20% restocking fee. We do not refund the shipping cost.
FOR CUSTOM ITEMS – you could be subjected to a 50% restocking fee if you change or cancel your order before it ships. Once it ships custom items CANNOT be returned.
Do these products have a Warranty?
Our warranty information can be found _____ Here
Damages and Returns
Contact us via email at info@universalrocks.com or phone at 972-412-7179 to get our return instructions and your custom RMA number.
If for some reason you are unhappy with your products you have purchased you may return them to us, at your own expense, and a 20% restocking fee for the cost of the product will be deducted from the refund.
You must notify us within 14 days (with proof of purchase) in order to receive your refund.
If for some reason the product has been received with abnormal conditions or damaged during shipping we will replace the product or issue a full refund. (Please refuse all shipments with damaged items, if delivered via freight, inspect the pallet and write down any issues before the driver leaves; this ensures damaged items are replaced in a timely manner. WE CANNOT GUARANTEE REFUNDS OR EXCHANGES ON FREIGHT THAT IS ACCEPTED.)
FOR CUSTOM ITEMS – Custom items of any sort cannot be returned or exchanged for ANY reason. We specifically made these items for you and your specific use.
Aquarium/Reptile
Is it safe for fish?
Yes, our material is 100% safe for fish in fresh and saltwater aquariums.
Once our product has cured the material has become inert, you could eat it if you wanted! (although we don’t recommend it, your fish might not appreciate that)
How do I clean my background/rocks?
On our Aquarium and Reptile products, you can use any method you like to clean the algae; pressure washer, wire brush, chemicals (that you feel safe using).
You may see some of the color come off when cleaning. Please do not be concerned, it will not affect the product.
Universal Rocks is not responsible for any discoloration of our products due to use of cleaning products or for any harm those products could cause to your animals.
Can I use bleach?
Yes you can, though we do not recommend using bleach on our products, as they are slightly porous and as a result bleach may get trapped in the pores of our items.
We have done limited testing with bleach on our products and what we have found is that it hasn’t“bleached” the color out of any products.
It also does not affect the structure of our products.
ALWAYS RINSE THE BLEACH OFF THOROUGHLY! It is a toxic chemical.
Universal Rocks is not responsible for any discoloration of our products due to use of bleach or for any harm bleach causes to your animals.
Will Algae grow on Universal Rocks products?
Yes, algae will grow on just about any surface in a tank that has the means to support Algae growth i.e. light and a food source (fish waste etc.)
What do “AQUA” and “REPT” mean?
These are how we classify our different products.
AQUA rocks = pebbles embedded to make rock sink.
REPT rocks = Foam added to provide more support, can be cut to create hides, will float in water. These rocks are not suitable for aquariums due to floating unless you silicone them in place..
Can I install this into an existing tank?
Yes you can install Universal Rocks products into an existing tank.
I would like a background but you don’t have my tank size. Can you do custom sizes?
We absolutely can. All custom features can be ordered straight from here
There are some restrictions however, for example we can’t make some things bigger like our canyon or Ledge molds. Contact us for more info.
Custom backgrounds take longer to manufacture than similar sized backgrounds available as standard options. Please allow up to 14 to 28 business days for custom items.
They also cost more when compared to backgrounds of similar sizes. A lot more work and time goes into creating custom sizes, as a result they are pricier.
Custom backgrounds called in over the phone, will require a minimum of 50% non-refundable deposit to start the order. Similarly any custom backgrounds ordered through the website that are canceled prior to shipping will also be subject to the same non-refundable 50% amount.
CUSTOM ORDERS CANNOT BE RETURNED OR REFUNDED FOR ANY REASON. We make these specifically for you and your application, please contact us if you have any questions before you order.
You will need to know your tanks internal dimensions so your background will be made the correct size.
How do I install my background once I receive it?
Our backgrounds no longer come with clips, however you can now buy them (more details here) to secure them in place.
Some backgrounds won’t work with the clips because they are too thick, similarly some tanks won’t be able to use them either because the glass is too thick or something is in the way.
In those cases silicone can be used to hold it in place. Generally the background should be tight enough that the gravel at the bottom and tension from the sides holds it upright. Also in many cases a decoration or 2 leaning on the background can help hold the background up.
Can I modify the background/rocks when I get them?
Yes. Almost all of our products can be cut to suit specific needs.
You will need a sharp straight blade knife or oscillating dremel. It helps if the product is warm, it makes cutting much easier.
Our reptile style rocks can be cut with a fine tooth blade, saw or a knife.
Cutting aquarium decoration rocks can be difficult because of the real pebbles used to weigh them down.
Are magnets still available in Universal Rocks backgrounds?
No, we no longer supply magnets with our backgrounds, we use clips instead.
How are the backgrounds shipped?
You will receive your background in a box. The background will most likely come rolled up or folded inside a box.
If your background is bent and won’t lay flat, lay it out in the sun or apply heat to it using a heat gun or blow dryer to help make the material soften to flatten out. Another option is to lay heavy items to help the background lay flat and leave it overnight.
Pool
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 on our YouTube channel 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.
What plumbing is included in the waterfall?
We supply a standard 1½” PVC SCH. 40 fitting embedded into the waterfall for all pool waterfall kits (except the Sunset Grove Kit)
We supply a standard 2” PVC SCH. 40 fitting embedded into the waterfall for all XL Pool Waterfalls (including the Sunset Grove Kit)
We supply a standard 1” barbed irrigation fitting embedded into the waterfall for all garden waterfalls.
All additional plumbing will need to be supplied by you or your installer.
What pump do I use?
Typically our water features are connected to the existing pool pump, on the outlet side of the pump, with a 3 way valve.
In some cases an additional pump may be required if your pool pump isn’t sufficient enough.
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.
Garden Products
What product should I match with the pond/waterfall I have chosen?
Underneath the product description on the product page is a list of suitable waterfalls or ponds to match that particular item.
Why do some ponds have suitable ponds?
These ponds have a “spillway” on them and need an additional pond to catch the overflow. These are typically used in a setup with 3 or more items.
Are these safe for fish?
Yes. All of our products are fish safe.
Can I use water plants in my pond?
Yes, we actually encourage it. It promotes a cleaner pond, provides shade and hiding for fish and it looks good.
Do all of these ponds require digging into the ground?
Most do, but we have a selection of patio ponds that have been created for a flat surface, therefore no digging is required.
We also have more Self-contained units that can be placed on a patio area.
Alternatively you can dig your pond into the ground half way and landscape around the protruding other half, this creates a nice raised effect and results in less digging.
What size pump should I buy?
All of our waterfalls have a recommended pump size listed on the the page near the measurements.
What size tubing/hose do I need?
All of our pond waterfalls come with a 1” barbed fitting for use with flexible 1” Inside Diameter (I.D.) hose (except for SRW-016 which uses a ¾ “fitting).
The length of tubing you need will be determined by the size of the products you are buying and how many you are using.
Do I need to use a filter in my pond?
Generally having a filter is a good idea.
All pumps we sell come with a simple filter that catches leaves and other debris.
For more complex filtering a mesh filter can be attached to the inlet of the pump that promotes good bacteria growth.
There are many types of other filters available, please contact us for more information on this subject if necessary.
Do I have to run the pump 24/7?
No, but if you are using a biological filter you shouldn’t leave your pump off for more than 4 hours, as the bacteria begin to die. The pumps we supply are designed to run 24/7, if power usage is a concern you can always put them on a timer, however the cost to run a pump is comparable to 2 40 watt lights.
Should I drain my pond in the winter?
Our products suffer no damage during the cold winter months, even in Canada! However the pumps could become damaged if they freeze. So as a precaution you should remove your pump in the winter especially if you have a shallow pond (less than 3’ deep).
I have green algae, is that normal?
The short answer is yes!
During the warmer months, especially if your pond/waterfall is in full sun it is normal for algae to grow. Some people like this effect, saying “it makes it look even more realistic!” however if you don’t want that look you will possibly have to upgrade your filtration system, to minimize algae growth.
Having water plants in your pond will help reduce algae growth as they use up the nutrients before the algae can. There are some pond chemicals in the market that are made specifically for this, that are safe for fish, plants and rocks.
Installation Instructions
Installation of Large Patio Pond
Installation of 3D Backgrounds
Installation of Small Patio Pond
Installation of Medium Patio Pond
Installation of Universal Cascade (UC-001)
Pool Waterfall Install Guide
Tools and Hardware Required:
* This may vary depending on which Waterfall you have.
- 3″ Exterior Deck Screws
- 3/8″ Concrete Drill Bit (no shorter than 6″)
- 6-10′ of 2″ Spa Flex
- Appropiate Size Coupling SCH 40
- 3/8″ Wide Anchors x 3″ Long Wedge Anchors
- PVC Cutter or Sawzall
- Carpenter Pencils or Chalk
- Hand Drill or Impact Drill
- Hammer
- x14 or more Pressure-Treated 2×4 Blocks (8″ Long)
- PVC Glue & Cleaner
- Hammer Drill
- Sharp Straight Edge Knife
- UR Touch Up Kit
Now that you have all of your supplies to complete this installation, follow the instructions below. (steps may vary depending on what waterfall you have and the curve of your pool.)
2″ PVC Pipe should be coming out of the ground. Cut if needed – Leave about 6″-8″.
Place the waterfall and rocks where you would like to install it – over the 2″ pipe.
If gap is visible to the side. You will need to modify it.
Fiqure out where the rock edge touches the coping and even it out by cutting the rock with a sharp knife.
Check to see if it fits the coping evenly. If not, continue cutting.
Once you like where all the rocks are placed. Outline the rock using chalk or pencil.
After you have outlined the rocks in the correct place. Flip the rocks over, placing them behind the outlines.
This is what your outline should look like.
Now you will place the blocks down where you will be screwing them into the concrete. (x3 block per edge rock & 5 or more for your waterfall)
You will now drill two holes on each block and through the concrete.
Vacuum up the excess dust from the wood blocks and the holes after you have finished drilling.
Line up holes and hammer down the bolts into the holes you created.
With an impact drill you are going to fasten the nuts down the bolts.
You will now draw lines outward from the blocks, so you know where to put your screws.
Prep PVC fittings and Flex Pipe to rest everything will line up.
Depending on the size of the flex pipe, you will need to get the appropriate size coupling to make it fit into the new elbow opening.
This is an example of 1″ flex pipe attached to a 2″ reducer coupling.
You will now clean and glue both the coupling & elbow, now place coupling into the elbow.
Hold down the glued coupling for 10+ seconds.
Now place the glued elbow onto the stubbed up PVC pipe. Make sure to twist 1/4 turn to let pop all the air bubbles within.
You will then glue the flex pipe to the coupling inside of the elbow.
Clean and glue waterfall fitting as well as other coupling.
Hold down coupling in waterfall fitting for 10+ seconds.
Next, you will figure out how much flex pipe you’ll need. Enough to make a loop like the image above.
Cut of the exess flex pipe.
Glue flex pipe into coupling/fitting.
Put all flex pipe inside waterfall and flip waterfall and rocks over. Place them over the mounted blocks.
Now you will screw from the outside of the rocks, directly into the blocks underneath. (Hint: using your lines beforehand)
You will now put silicon/M-1 around the edges and screw heads.
Use a glove to spread the silicon evenly.
Grab the paint brush and dip into the coloring and directly onto the spread silicon, camouflaging the spots.
Vacuum excess coloring.
Landscape around your pool, turn on your pool-waterfall return line at your equipment and ta-dah!