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Orders under 85SF ship ground. Freight shipments are 85SF+. Ground shipments are generally mosaic shipments under 85SF and UPS will drop those at front door signature is not required.
Freight shipments are on a pallet. Delivered by truck with lift-gate. Signature required for delivery. The shipping company will call prior to delivery to arrange a day and time.
Freight Shipment: 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:
When ordering your product please pay close attention when completing the "ship to" details. Do not just enter a rough address, or a different address, or because it is a second or third order enter something else and assume we will just "work it out", or enter the wrong address and email us the correct address and so on. Be accurate. We ship to exactly what you enter as the ship to address on your order. It will take time and additional cost (which you will have to pay) if your shipping address is not entered correctly.
Please order everything at once. If you require subsequent product for the same project please contact us before ordering, so we can attempt to try and ship from the same lot as before.
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.
Freight Shipment: Take your time. 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.
Freight Shipment: We list the product description and quantity on the packing slip. Please check the boxes to make sure everything matches what you ordered. Pencils and trims will always be on the top of the pallet, please ensure when you receive the pallet they are still there and intact.
Freight Shipment: 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.
Freight Shipment: 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.
Ground Shipment: 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 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). Once you have the tracking number it is your responsibility to monitor the shipment. Please notify us of any lost shipment straight away. After 72 hours we loose our ability to claim any losses with UPS. You will then have to file the claim yourself.
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.
Please note that up to 5% of the tile damaged, chipped, broken or scratched is acceptable. These tiles are not a complete loss they can cut and installed where cut pieces are needed. Our quality of stone is very high, prices very low. To compensate we do cut and produce the stone tiles faster than most companies. Therefore there can be some imperfections, scratches or even chips. We estimate that risk to be acceptable up to 5%. If you do not agree and want perfect tiles, then please buy from a local retailer where you can pick up the tiles and examine each one for yourself.
Tiles can be broken during transit. A broken tile can still be used. Tiles will need to be cut during installation to finish the ends, use the broken tiles or trim pieces for this purpose. Mosaics can get some damage in shipping. We ship mosaics UPS or FedEx. While this is not the safest way to ship it is the most affordable and we have yet to have damage greater than 3.5%. Mosaics can be removed from the mesh. They are designed that way. For example there 42 pieces of 2" Hexagon on a sheet. If 4 tiles are damaged on a 10 sheet order this represents less than 1%. We are not going to ship you 4 new sheets for 4 damaged mosaic pieces (in the same way if you have an accident and dent a car door you do not have to buy them a new car, you replace the door - if anyone has a better analogy please let us know). In fact for this damage of less than 1% we are not going to do anything. We are not going to do anything unless the damage is over 5%. (Example A: 20 Sheets of 5x5" Hexagon. 5 tiles to a sheet equals 100 tiles, if 4 tiles are damaged/broken we are not going to be able to help as this is 4%. Example B: Same as before 20 sheets shipped except 7 tiles are now damaged. In this case we spring into action and ship out three 5x5" hexagon tiles). Please be reasonable with claims and help us keep our costs low for everyone.
Damage occurs in shipping and during manufacturing. It is not extreme it is generally under 5% more than 5% then we are here to help. If you do not agree with this and require perfect tiles please do not purchase from our website.
PLEASE NOTE OUR MOSAIC TILES ARE CUT BY SAW AND NOT WATER JET CUTTING. WATER JET CUTTING IS A SLOW PROCESS THAT GUARANTEES PERFECTION IN THE CUT. THE COST FOR THIS STARTS AT $50.00 A SQUARE FOOT. SAW CUTTING CAN LEAD TO MINOR IMPERFECTIONS AND CHIPPING ON THE EDGES BUT IT IS AFFORDABLE.
Please order a sample of the mosaic before you buy to make certain any minor imperfections are acceptable. Our mosaics also have an acceptable tolerance on alignment of the stone, mosaics are aligned in a mold and not in a laboratory. The aliment has a acceptable tolerance of +/- 1mm.
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.
SHIPPING TIMES ARE JUST AN ESTIMATE AND CAN VARY BY 4-5 DAYS. IF YOU NEED THE PRODUCT BY A SPECIFIC DATE PLEASE COMMUNICATE THIS TO US SO WE CAN GET A QUOTE FOR GUARANTEED DELIVERY.
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.
Shipping rates are subsidized. We are happy to ship up to two shipments to the same location using our subsidized shipping rates. But on the third we reserve the right to charge you the full cost (we will email you the cost). Please do not complete your home improvement project one section at a time it wastes resources, packaging and freight. Additionally not ordering all at once creates the risk of mixing lots and shading irregularities in your project.
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.
Please wait until you receive the product before you arrange any contractors or installers to work on the products you have purchased from us. There are many variables in shipping products and there can be potential delays so please wait until you have the product at your home, residence, store, etc.
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 (Presidents 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.