Shipping & Delivery Policy

1. General Overview

We ship flooring products nationwide using LTL (Less-Than-Truckload) freight carriers. Freight shipping is different from standard parcel delivery (UPS, FedEx, etc.) and requires specific procedures. Please review this policy carefully so you know what to expect when ordering tile, stone, or other palletized flooring products. Shipping is not available for carpet.

2. Shipping Quote Process

• Quote Required: Shipping charges are calculated separately from your product total. You may request a quote at checkout or by contacting our team before placing your order.

• Delivery Options: We offer both residential and commercial/terminal pickup delivery options.

  • Residential: Liftgate service is available for home deliveries. The truck will lower the pallet to the ground at your curb or driveway.

  • Terminal Pickup: Customers may choose to pick up from the nearest freight terminal, often at a lower cost.

3. Transit Times

• Typical transit time is 3–10 business days depending on your location.

• Remote areas or special service requests may add additional time.

• While we work with reliable carriers, transit times are estimates and not guaranteed.

4. Delivery Procedures

• Scheduling: The freight carrier will contact you by phone to schedule a delivery appointment. Please ensure the phone number on your order is correct.

• Receiving Delivery:

  • A person 18 years or older must be present to inspect and sign for the shipment.

  • The driver will unload the pallet with a liftgate and place it curbside or in your driveway. Drivers are not required to move freight inside your home but most drivers will place the pallet in the garage if the angle of the driveway allows for it and you ask nicely. It is the drivers sole discretion to determine if he is able to place the pallet in the garage. 

5. Inspection & Damage Policy (Shipped Orders)

We pack every order to arrive safely, and the vast majority of shipments arrive in perfect condition. Because tile and stone are heavy and fragile, minor breakage can occasionally occur during freight shipping. We strongly recommend ordering 10–15% overage on every project to cover cuts, waste and any minor breakage.

At delivery

• Inspect the pallet and cartons for visible damage while the driver is present.
• Note any damage or shortages on the delivery receipt before signing. Be specific, for example “3 boxes crushed, broken tile visible.” General notes such as “subject to inspection” are not enough to support a claim.
• Photograph the pallet, the packaging and any damaged product before unwrapping or moving it. Also photograph the signed delivery receipt.
• If a shipment is clearly and extensively damaged (for example, a crushed pallet or most cartons broken), refuse it and contact us right away.

Reporting deadlines

• Within 24 hours of delivery: report the damage with photos and a copy of the signed delivery receipt.
• Within 48 hours of delivery: confirm the final count of damaged pieces. Concealed damage found when cartons are opened must also be reported within 48 hours. The count can’t be increased after 48 hours, and claims for installed product won’t be accepted.

How damage is resolved

• Minor damage, up to 5% of pieces: an occasional chipped corner, nicked edge or broken piece is covered by your overage, and lightly chipped pieces can usually be used for cuts. These aren’t eligible for a refund. On request, we’ll add replacement pieces free of charge to your next order if the product is still available.
• Damage over 5% of pieces: the damaged pieces will be replaced or refunded, at your choice, as long as replacement material is available. If replacement material is not available, the damaged pieces will be refunded.
• Severe damage (refused shipment, crushed pallet, or most of the order unusable): the order will be replaced or fully refunded, at your choice, as long as replacement material is available. If replacement material is not available, the order will be refunded.
• Clearance and discontinued products are sold as-is and can’t be replaced. If they arrive with damage over 5%, they’re eligible for a refund or credit only.

Requirements for all damage claims (over 5% and severe damage)

• Documented photographic proof: photos that clearly show the damaged pieces in their original packaging and the pallet, plus a photo of the signed delivery receipt.
• The inspection and reporting steps above: inspected at delivery, reported within 24 hours, and the final count confirmed within 48 hours.

Claims without photographic proof, or reported after these deadlines, will not be honored.

Damage not noted on the delivery receipt

If damage is not noted on the freight company’s delivery receipt at the time of delivery, the freight company has the right to deny the damage claim because the correct process was not followed. In that case, you may only be eligible for a refund of the material cost of the damaged pieces. Freight charges are not refunded. If you would prefer replacement tile instead of a material refund, replacement material can be provided (subject to availability), but you will be responsible for the freight cost to ship the replacement to you.

Please note

• Keep all packaging until your claim is resolved. Once a claim is settled, please dispose of the damaged tile; we don’t pick up damaged product.
• This policy applies to shipped orders. Local pickup and local delivery orders must be inspected when you receive them.
• For help with a claim, call our office at 602-541-4290.

6. Additional Fees

The following situations may result in extra freight charges (billed by the carrier):

• Missed delivery appointments requiring redelivery.

• Inside delivery requests.

• Re-routing an order after it has shipped.

• Limited access delivery locations (military bases, islands, rural areas, apartment or condominium complexes, etc.).

7. Local Pickup Option

If you prefer, many products are eligible for free local pickup from one of our regional warehouses. Choose “Local Pickup” at checkout and we’ll provide pickup instructions.

8. Customer Responsibility

By placing an order with us, you agree to:

• Provide accurate shipping information.

• Be available at the scheduled delivery time.

• Inspect the freight upon arrival and document any issues on the delivery receipt.

Ordering the correct amount of material

You are responsible for ordering the correct amount of material for your project. Any measurement or quantity guidance provided by our team is offered as a courtesy only. Because we have not measured your home or project site, we are not responsible for under-ordering or over-ordering of material. We recommend having your space professionally measured and including 10–15% overage for cuts, waste and minor breakage.

9. Questions or Assistance

If you have any questions about your shipment or need help with a freight claim, please contact our office at 602-541-4290 or email [email protected]