Shipping Policy

Delivery and Lead Times: All delivery dates are estimates. We cannot guarantee specific deadlines. We recommend booking installation after receipt of the product. On delivery day:

• Inspect the outside of the boxes for any signs of damage. If the product is damaged the boxes will show distress and be torn.

• We list the amount of cartons on the packing slip that your shipment should contain. Count the boxes to make sure they are all there.

• 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.

• Call us to arrange for the replacement of the damaged product or any boxes that may be missing.

• Please note orders of less than 75SF of 3x6", 6x12" and larger tile formats ship LTL (freight as this avoids damage - mosaics are flexible and can ship UPS ground) without a lift-gate. If you are ordering less than 75SF pick residential delivery please email us for the additional cost of the lift-gate. Most customers are happy to hand unload 1-10 boxes of a pallet - to add a lift-gate charge to these orders makes the freight cost too high.

• All UPS ground shipment claims must be made within 3 business days (please open the boxes and check once you receive the boxes). This enables us to ship you more product (less 10%) 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. 0.05% 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.

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. 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.

Please note that 2-3% of the tile damaged, chipped or scratched is acceptable. These tiles are cut and in the process the occasional tile can occur slight damage. In order to provide the lowest possible price we have to take these products and pass them along to our customer. If you are looking for absolutely perfect tile – for every single tile, please contact us so we can arrange the cost of an inspector to look at every tile. We estimate this will increase the price to $19.90SF. Or as we would hope is more reasonable you slightly over order for any rouge tiles or chipping and enjoy the ridiculously low prices. Any amount of damage up to 10% is still considered acceptable (although quite rare). If breakage is above this amount please note of the shipping documents.

Any ship to location that is not attached to the mainland for example Nantucket, MA this is not eligible for free shipping. As special shipping arrangements have to be made.

Samples we provide at the lowest possible cost. The 3x6" Subway Tile is shipped out for just $5.00 the cost to us is more that double that, but we provide this service to help our customers decide on what they want. Please place your sample order together it helps us ship out all at once and keep the product cost at the lowest possible price. Make sure the sample purchase is within 14 days of the product purchase or contact us to make sure the lot has not changed since the sample purchase. If a month passes you need to order another sample.

If you place more than 2 separate sample shipments then we have to bill you separately for the full UPS shipping charge. Customers that keep ordering multiple samples of 3x6" or mosaic increases the cost for all other customers. We want to keep the cost of this business as low as possible and not have to pass unnecessary sample shipment costs along to other customers.

2012 Holidays/Days Warehouse is closed • Monday, January 2 – New Year's Day (observed) • Monday, January 16 – Martin Luther King, Jr. birthday (observed) • Monday, February 20 – Washington's birthday (President’s Day) • Monday, May 28 – Memorial Day • Wednesday, July 4 – Independence Day • Monday, September 3 – Labor Day • Monday, October 8 – Columbus Day • Monday, November 12 – Veterans’ Day (observed) • Thursday, November 22 – Thanksgiving Day • Friday, November 23 – Day After Thanksgiving Day • Tuesday, December 25 – Christmas Day • Wednesday, December 26 – Boxing Day (UK - observed)

Free Shipping exempt on 3rd shipment Free shipping is designed to help customers. Free shipping's designed to help and works if customers place their orders all at once it allows the product to match and allows us to consolidate the shipping making the process efficient for us (which allows for low pricing - and allows for free shipping in the first place). Free Shipping is only effective for 2 shipments on your 3rd shipment you are expected to pay 50% of the cost.