Generally mosaic orders under 30SF ship ground (unless they are larger formats like 4" or 5" Hexagon where freight and the pallet is needed to support the shipment). Freight shipments are 30 square feet or more and these shipments are shipped curbside delivery. For ground shipments UPS will drop those at front door and a signature is not required. However please note it is at UPS's discretion if a person is needed to be there. If they decide the area looks unsafe or conditions not suitable (raining or uncovered porch for example) they will not leave the package. They will leave a note. They will make three delivery attempts and then send back (this only seems to happen in 1% of all shipments).
*****ORDERS LARGER THAN 30 SQUARE FEET CANNOT BE SHIPPED TO A UPS STORE*****
(UPS Stores will not accept pallet deliveries, that is not their business unless you have previously agreed it with them, then please communicate that with us).
If you are placing an order for 30 to 40SF and need it to ship ground as you cannot be at home to accept the delivery, please let us know. Please understand the risk of UPS shipping ground, they see "Fragile Handle with Care" labels as a suggestion, so you need to over-order by 20-30% to account for damage when they throw the box around. We prefer to ship freight as it then goes on a pallet. They cannot throw a pallet. No damage :)
Every shipment is emailed tracking once it leaves our warehouse. Please use a good email address when you checkout. We will not give or sell your email address to anyone. We do not email special offers (we know how annoying it is to be spammed to death by companies). Email is our primary method of communication. If you use a gmail.com account or yahoo account please check the spam folder for emails from us. That way when we send tracking or any emails we can be sure you receive them.
For shipments booked residential the shipping company will make an appointment for delivery (commercial shipments will not receive a phone call), you have to be there to accept the delivery otherwise they cannot deliver.
If your order is under 85SF and shipping UPS ground please, please, please go online and track it.
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.
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.
How should I inspect my freight shipment and what if product is missing?
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.
What if there is some damage?
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
Being prepared for freight shipment:
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.
What is curbside delivery?
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).
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.
How can I track my order?
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.
What if I am shipped the wrong item by mistake?
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.
A Few Damaged Tiles?
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.
What if there is catastrophic falls off the lift-gate and smashes type damage?
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.
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 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.
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.
COMMERCIAL DELIVERIES MAY OR MAY NOT GET A PHONE CALL PRIOR TO DELIVERY. PLEASE ENSURE THAT THE BUSINESS AND EMPLOYEES IN RECEIVING ARE AWARE OF THE INCOMING SHIPMENT.
Our shipping rates are valid for only the lower 48 states and delivery locations that are part of mainland USA. Islands off the United States like Nantucket or many of the smaller islands that require ferry delivery would have to be individually quoted. You can place your order online but we have to come back and invoice for additional shipping.
An example of the cost: Shipping to Cape Cod Express in Wareham, MA is just $175.00 for a pallet (flat rate shipping). Shipping the same pallet onto Nantucket Island is $2,375.00. We recommend that anyone wishing to ship to an Island off the USA ship to a local terminal, pick it up and take it over themselves. Freight companies do not want to ship over to small US Islands.