Shipping Policy

See when it will be delivered to you. Be involved in your shipment and help us unsure that it gets to you safely and in a timely manner.

Freight shipments are on a pallet or inside a wooden crate. They are delivered by truck with lift-gate. Signature is required for delivery. The shipping company will call prior to delivery to arrange a day and time.

All delivery dates are estimates. We cannot guarantee specific deadlines. We recommend booking installation after receipt of the product.

Firstly you or your designated representative must be there to meet the truck for a freight shipment. Inspect the outside of the boxes for any signs of damage. If the product is damaged the boxes will show distress and be torn. Open boxes while the driver is there. You have paid for a service at least check some of the boxes (it left our warehouse in perfect condition). Any damage note it on the shipping slip. If you do not note the damage we cannot file a claim on your behalf.

Don't Panic! Make a note on the delivery slip (BOL) for the amount of any damaged boxes or the amount of missing cartons – even make a note that there is damage. Ask them to call their supervisor if necessary especially if there is not time for the driver to wait for you to check the package – this will allow Freight Company to leave the amount of damage open and wait for you to call them with the exact quantity. Sign the delivery slip and receive both the damaged and undamaged product. Please read our Damage Policy

Freight shipments are curbside deliveries so you will need to be prepared to move the material into your home. You need to be there when the pallet delivers. If you or someone else cannot meet the truck please do not order until a time when you can. This is a vital part of the process.

When a palletized shipment is delivered it will be unload at the street. For liability reasons, this is standard practice by all carriers. It will be your responsibility to move the material into the home. Many customers arrange help accordingly (hint: your contractor is a good resource).

(please open the boxes and check once you receive the boxes). This enables us to ship you more product (less 5% acceptable damage) at our cost - because we can file a claim with UPS. After that time (for example 10 days) UPS will argue that the installer, contractor or home owner damaged the product.

Shipping to UPS terminal is $175 per pallet - approximately 360SF can fit onto one pallet.

Lost Shipment. 0.2% of shipments get lost. This can cause delay. We have to inform UPS they are (and any other shipping company untitled to 72 hours to look for the shipment before re-shipping the product at their cost). So we have to follow the procedure. We generally re-ship and take the risk within 48 hours. If they find the shipment after the 48 hours but within 72 they send the product on and we loose significantly. If this loss of shipment impacts your time frame please let us know. Otherwise we work under the premise of reshipping the order with a slower time frame.

Your tracking number will be emailed to the email you provided when you place your order. So please do not leave an email address that you do not check or do not have access to (we will not sell your email or spam you, ever). Once you have the tracking number it is your responsibility to monitor the shipment. Please notify us of any delays or if the shipment seems to be frozen.

We replace your product and work with the delivery companies on shipping claims. This is full service with us filing your claim providing you sign for the damage upon receipt of the shipment. We replace the product once we have a copy of the receipt noting the damage. (If we ship product prior to this and then cannot retrieve the slip then we cannot claim back the damaged product).

If you do not sign for shipping damage on the BOL at the time of delivery we lose our ability to file a claim with the delivery company on your behalf. This means we are not able to provide you with replacement material at no cost and you have to file a claim with the shipping company on your own.

Inspection: Claims for shortages or damages must be made upon receipt of the product and noted on the BOL. Purchaser/installer is responsible for final inspection. Do not install defective product. Use and attempted installation constitutes acceptance.

Accidents happen, some of our products are quite similar. It is rare but they do happen. We will fix it at our cost shipping it out to you UPS ground. We will ship you the correct product and pick up the wrong. This will add a few days to your project.

It is not unusual to have 2% - 3% of the tile broken to some degree (e.g. chipped edges, scratches). Scratched or damaged tile can still be installed when cut. Most damage only every occurs on tiles and most tile is installed in a brick format, quite simply the when cut the damaged part of the tile can be discarded. Any amount up to 5% is still considered acceptable. These damaged tiles can be used for the cuts you will need to make. If breakage is above 5%, we would ask you to have it noted on the logistics receiving document and take pictures. Please make a claim with us within 10 days of receiving the order.

It is very unlikely. However as with everything when you are past a million shipments..... we have seen and heard it all. And yes it has fallen off the back of a UPS Truck. Driver wheeled it onto the lift-gate failed to lower the pallet and it rolled off smashing onto the road. Only once to date. That is where you take some pictures. "Ask the driver who is now having a really bad day, to clean up or I would recommend he calls his supervisor to report the accident and ask for support to help in the clean up". It is a Multi-Billion dollar corporation, the driver is probably a little shaken, he or she needs someone to help them. UPS has a process for this. They will most likely need to be checked over and a new driver will take over for the rest of the day. The shipment is insured. Your pictures are enough for us to re-pack and re-ship all out our cost (we will file a claim with UPS ourselves). We will email you a new tracking number. Driver will be retrained.

There are many variables in shipping we cannot control (weather for example and if we could believe me, we would not be selling marble) which may lead to potential delays. We make errors as well (they happen). Please wait until you have the product at your home, residence or store before arranging a date with an installer.