What should I do if my tile arrives damaged

While we take great care in palletizing and wrapping your order, tile is a fragile material, and damages can occasionally occur during transit. If you notice damage upon delivery, please follow these steps to ensure a quick resolution:

• Inspect Immediately: For all deliveries, especially those via third-party carriers, inspect the shipment before the driver leaves.
• Note Damages on the Paperwork: If you see visible damage to the packaging or the tile itself, you must note "Damaged" on the driver’s Bill of Lading (BOL) or delivery receipt before signing.
• Take Photos: Document the damage with clear photos of the pallet as it arrived, as well as close-ups of the damaged material.
• Contact Us Within 48 Hours: Report the damage to your showroom or email [email protected] within 48 hours of receipt. Please include your order number and the photos of the damage.

We recommend that you do not refuse the entire shipment for a few broken tiles. Most projects require cutting tile for edges and corners, and "damaged" pieces can often be used for these cuts. Once we review your photos, we will quickly arrange for a credit or replacements for any unusable material to keep your project on schedule.