SHIPPING & DAMAGE POLICY
At Tiles & Stone Warehouse, we are committed to delivering your orders safely and efficiently. Please review the following shipping terms carefully before placing an order
SAMPLE ORDERS
Samples are available for purchase at the price displayed on the website.
Samples are manually cut from full-size tiles. Although Tiles & Stone Warehouse attempts to provide samples of approximately the stated sample size, exact dimensions are not guaranteed.
Sample dimensions may vary because of tile characteristics, cutting limitations, pattern placement, veining, breakage during cutting, or the need to select a representative portion of the tile.
Samples are intended primarily to provide a representative indication of the tile’s color, tone, texture, and surface finish.
No refund will be issued for a sample order after the sample has been shipped.
Customers are responsible for providing a correct and complete sample-delivery address. Tiles & Stone Warehouse is not responsible for sample orders delivered to an incorrect or incomplete address supplied by the customer.
Samples are manually cut from full-size tiles. Although Tiles & Stone Warehouse attempts to provide samples of approximately the stated sample size, exact dimensions are not guaranteed.
Sample dimensions may vary because of tile characteristics, cutting limitations, pattern placement, veining, breakage during cutting, or the need to select a representative portion of the tile.
Samples are intended primarily to provide a representative indication of the tile’s color, tone, texture, and surface finish.
No refund will be issued for a sample order after the sample has been shipped.
Customers are responsible for providing a correct and complete sample-delivery address. Tiles & Stone Warehouse is not responsible for sample orders delivered to an incorrect or incomplete address supplied by the customer.
ORDER PREPARATION
Tile orders are prepared by Tiles & Stone Warehouse warehouse personnel before shipment.
Preparation time generally ranges from 1 to 3 business days, depending on order size, warehouse activity, pallet preparation, and other operational requirements.
Large orders, multi-pallet orders, or orders requiring substantial repalletizing may require additional preparation time.
If additional preparation time is reasonably expected, Tiles & Stone Warehouse may notify the customer.
Preparation time generally ranges from 1 to 3 business days, depending on order size, warehouse activity, pallet preparation, and other operational requirements.
Large orders, multi-pallet orders, or orders requiring substantial repalletizing may require additional preparation time.
If additional preparation time is reasonably expected, Tiles & Stone Warehouse may notify the customer.
ORDERS HELD FOR FUTURE DELIVERY
At the customer’s request, Tiles & Stone Warehouse may hold fully paid merchandise at its warehouse when the customer is not yet ready to receive the order.
Tiles & Stone Warehouse will hold fully paid merchandise for up to 90 days from the date of purchase at no additional charge.
When the customer is ready to receive merchandise being held for future delivery, the customer must contact Tiles & Stone Warehouse at least two business days in advance to request delivery or arrange pickup.
Advance notice allows Tiles & Stone Warehouse sufficient time to prepare the merchandise, schedule warehouse personnel, and arrange transportation.
Requested delivery dates and times remain subject to carrier availability and are not guaranteed unless expressly confirmed in writing by Tiles & Stone Warehouse.
Tiles & Stone Warehouse will exercise reasonable care while holding purchased merchandise at the customer’s request. Tiles & Stone Warehouse shall not be responsible for loss or damage resulting from events beyond its reasonable control while the merchandise is being held.
Tiles & Stone Warehouse will hold fully paid merchandise for up to 90 days from the date of purchase at no additional charge.
When the customer is ready to receive merchandise being held for future delivery, the customer must contact Tiles & Stone Warehouse at least two business days in advance to request delivery or arrange pickup.
Advance notice allows Tiles & Stone Warehouse sufficient time to prepare the merchandise, schedule warehouse personnel, and arrange transportation.
Requested delivery dates and times remain subject to carrier availability and are not guaranteed unless expressly confirmed in writing by Tiles & Stone Warehouse.
Tiles & Stone Warehouse will exercise reasonable care while holding purchased merchandise at the customer’s request. Tiles & Stone Warehouse shall not be responsible for loss or damage resulting from events beyond its reasonable control while the merchandise is being held.
MERCHANDISE HELD BEYOND 90 DAYS
If merchandise remains at our warehouse after the 90-day complimentary storage period, Tiles & Stone Warehouse will make reasonable efforts to contact the customer and arrange pickup or delivery.
As a customer-service courtesy, Tiles & Stone Warehouse will allow an additional 15 days after the expiration of the 90-day complimentary storage period and will make reasonable efforts to contact the customer during that period before initiating a formal removal process.
Customers who require additional time should contact Tiles & Stone Warehouse before the applicable period expires. Tiles & Stone Warehouse is willing to work with customers when reasonable circumstances delay pickup or delivery, and additional arrangements may be made when agreed to by Tiles & Stone Warehouse.
If the merchandise remains unclaimed after the additional 15-day period, Tiles & Stone Warehouse may provide written notice requiring the customer to remove the merchandise within 30 days, in accordance with applicable Florida law.
Merchandise will not automatically become the property of Tiles & Stone Warehouse merely because the foregoing time periods have expired.
If merchandise remains unclaimed following the applicable notice period, Tiles & Stone Warehouse may exercise any rights and remedies available under applicable Florida law.
As a customer-service courtesy, Tiles & Stone Warehouse will allow an additional 15 days after the expiration of the 90-day complimentary storage period and will make reasonable efforts to contact the customer during that period before initiating a formal removal process.
Customers who require additional time should contact Tiles & Stone Warehouse before the applicable period expires. Tiles & Stone Warehouse is willing to work with customers when reasonable circumstances delay pickup or delivery, and additional arrangements may be made when agreed to by Tiles & Stone Warehouse.
If the merchandise remains unclaimed after the additional 15-day period, Tiles & Stone Warehouse may provide written notice requiring the customer to remove the merchandise within 30 days, in accordance with applicable Florida law.
Merchandise will not automatically become the property of Tiles & Stone Warehouse merely because the foregoing time periods have expired.
If merchandise remains unclaimed following the applicable notice period, Tiles & Stone Warehouse may exercise any rights and remedies available under applicable Florida law.
SHIPPING METHODS
Tiles & Stone Warehouse selects or arranges transportation based on the size and weight of the order, destination, tile dimensions, unloading requirements, and available freight service.
Large-format tile may require specialized transportation.
Certain tile sizes or shipment configurations may not be suitable for liftgate delivery and may require a forklift or other appropriate unloading equipment at the receiving location.
When Tiles & Stone Warehouse informs the customer that a forklift or other unloading equipment is required, the customer is responsible for ensuring that the required equipment and personnel are available at the time of delivery.
Large-format tile may require specialized transportation.
Certain tile sizes or shipment configurations may not be suitable for liftgate delivery and may require a forklift or other appropriate unloading equipment at the receiving location.
When Tiles & Stone Warehouse informs the customer that a forklift or other unloading equipment is required, the customer is responsible for ensuring that the required equipment and personnel are available at the time of delivery.
DELIVERY APPOINTMENTS AND RECEIVING
All preparation, pickup, transit, and delivery times provided by Tiles & Stone Warehouse are estimates unless expressly stated otherwise in writing.
Tiles & Stone Warehouse is not responsible for delays caused by freight carriers, weather, traffic, mechanical issues, scheduling changes, governmental action, natural events, or other circumstances outside the reasonable control of Tiles & Stone Warehouse.
Tiles & Stone Warehouse is not responsible for delays caused by freight carriers, weather, traffic, mechanical issues, scheduling changes, governmental action, natural events, or other circumstances outside the reasonable control of Tiles & Stone Warehouse.
TRANSIT AND DELIVERY TIMES; REFUSED DELIVERERIES
Customers should not refuse a freight delivery solely because damage is observed unless Tiles & Stone Warehouse instructs the customer to do so.
Visible damage should instead be documented on the delivery receipt and photographed in accordance with this policy.
Pickup, transit, and delivery dates or times provided by Tiles & Stone Warehouse, a freight broker, or a carrier are estimates only and are not guaranteed unless expressly confirmed in writing.
Delays caused by freight carriers, traffic, weather, mechanical issues, scheduling changes, governmental action, or other circumstances beyond the reasonable control of Tiles & Stone Warehouse do not constitute grounds for cancellation, refusal of delivery, or an approved return.
If a shipment is delayed, Tiles & Stone Warehouse will actively work with the customer and the carrier or freight broker to resolve the delay. Until the shipment is delivered or the delay is otherwise resolved, Tiles & Stone Warehouse will provide the customer with at least one status email each business day. If no new information is available, the customer will be informed that there is no new update and that Tiles & Stone Warehouse is continuing to follow up on the shipment.
Customers should not refuse, cancel, redirect, or return a shipment because of a delivery delay without authorization from Tiles & Stone Warehouse.
An unauthorized refusal of delivery does not constitute cancellation of the order or an approved return.
The customer is responsible for any additional freight, storage, redelivery, reconsignment, detention, return transportation, or other carrier charges resulting from an unauthorized refusal of delivery.
Visible damage should instead be documented on the delivery receipt and photographed in accordance with this policy.
Pickup, transit, and delivery dates or times provided by Tiles & Stone Warehouse, a freight broker, or a carrier are estimates only and are not guaranteed unless expressly confirmed in writing.
Delays caused by freight carriers, traffic, weather, mechanical issues, scheduling changes, governmental action, or other circumstances beyond the reasonable control of Tiles & Stone Warehouse do not constitute grounds for cancellation, refusal of delivery, or an approved return.
If a shipment is delayed, Tiles & Stone Warehouse will actively work with the customer and the carrier or freight broker to resolve the delay. Until the shipment is delivered or the delay is otherwise resolved, Tiles & Stone Warehouse will provide the customer with at least one status email each business day. If no new information is available, the customer will be informed that there is no new update and that Tiles & Stone Warehouse is continuing to follow up on the shipment.
Customers should not refuse, cancel, redirect, or return a shipment because of a delivery delay without authorization from Tiles & Stone Warehouse.
An unauthorized refusal of delivery does not constitute cancellation of the order or an approved return.
The customer is responsible for any additional freight, storage, redelivery, reconsignment, detention, return transportation, or other carrier charges resulting from an unauthorized refusal of delivery.
DELIVERY INSPECTION — VISIBLE DAMAGE
The customer or the customer’s authorized receiving representative must inspect the shipment for visible freight damage before signing the carrier’s delivery receipt or proof of delivery.
Visible damage may include, but is not limited to, damaged pallets, broken straps, crushed or punctured boxes, displaced merchandise, impact damage, or other visible evidence that the shipment may have been damaged during transportation.
Any visible damage or shortage must be clearly noted on the carrier’s delivery receipt before it is signed.
Signing a delivery receipt without noting visible damage confirms that no visible freight damage or shortage was observed at the time of delivery. It does not waive a properly documented concealed-damage claim made in accordance with this policy.
Visible damage may include, but is not limited to, damaged pallets, broken straps, crushed or punctured boxes, displaced merchandise, impact damage, or other visible evidence that the shipment may have been damaged during transportation.
Any visible damage or shortage must be clearly noted on the carrier’s delivery receipt before it is signed.
Signing a delivery receipt without noting visible damage confirms that no visible freight damage or shortage was observed at the time of delivery. It does not waive a properly documented concealed-damage claim made in accordance with this policy.
CONCEALED DAMAGE
Customers have 10 days from the delivery date to inspect the merchandise for concealed freight damage that could not reasonably have been identified during the initial delivery inspection.
If concealed freight damage is discovered, Tiles & Stone Warehouse must be notified promptly and no later than 10 days after delivery.
The merchandise must remain available for inspection and must be documented in accordance with the photographic requirements below before the damaged material is moved or otherwise disturbed.
Freight damage not reported within the 10-day claim period will not be eligible for a freight-damage claim.
Merchandise that is broken, chipped, cracked, or otherwise damaged is not eligible for return under the Return & Refund Policy and may not be submitted as a voluntary return after the freight-damage claim period has expired.
The 30-day voluntary return period provided under the Return & Refund Policy does not extend the 10-day period for reporting concealed freight damage.
If concealed freight damage is discovered, Tiles & Stone Warehouse must be notified promptly and no later than 10 days after delivery.
The merchandise must remain available for inspection and must be documented in accordance with the photographic requirements below before the damaged material is moved or otherwise disturbed.
Freight damage not reported within the 10-day claim period will not be eligible for a freight-damage claim.
Merchandise that is broken, chipped, cracked, or otherwise damaged is not eligible for return under the Return & Refund Policy and may not be submitted as a voluntary return after the freight-damage claim period has expired.
The 30-day voluntary return period provided under the Return & Refund Policy does not extend the 10-day period for reporting concealed freight damage.
PHOTOGRAPHIC EVIDENCE REQUIRED FOR FREIGHT-DAMAGE CLAIMS
Because individual large-format tiles may represent substantial value, Tiles & Stone Warehouse requires clear photographic documentation to evaluate any freight-damage claim.
Tiles & Stone Warehouse is not physically present at the delivery location. Photographs documenting the shipment in the condition in which the damage was discovered are therefore necessary to determine the nature, location, extent, quantity, and likely cause of the claimed damage.
Any damaged tile or box must be photographed while it remains in its original location on the delivered pallet and before it is moved, removed, rearranged, stacked, reconstructed, separated, or otherwise handled.
Photographs must clearly show:
• the damaged tile or box in its original position on the pallet;
• sufficient surrounding pallet, boxes, wrapping, straps, and packaging to establish the location and context of the damage;
• the nature and extent of the damage; and
• the quantity of damaged material included in the claim.
Photographs of individual broken tiles, boxes, or pieces after they have been removed from the pallet, rearranged, grouped together, reconstructed, staged, or photographed separately will not be accepted as sufficient evidence of freight damage.
Multiple photographs of the same damaged tile, box, or broken pieces do not establish multiple damaged tiles or boxes.
The quantity of damaged merchandise included in a claim must be supported by photographic documentation that allows Tiles & Stone Warehouse to identify and reasonably verify the damaged material in its original location on the delivered pallet.
Freight-damage claims that do not comply with these photographic-documentation requirements will not be accepted.
Tiles & Stone Warehouse is not physically present at the delivery location. Photographs documenting the shipment in the condition in which the damage was discovered are therefore necessary to determine the nature, location, extent, quantity, and likely cause of the claimed damage.
Any damaged tile or box must be photographed while it remains in its original location on the delivered pallet and before it is moved, removed, rearranged, stacked, reconstructed, separated, or otherwise handled.
Photographs must clearly show:
• the damaged tile or box in its original position on the pallet;
• sufficient surrounding pallet, boxes, wrapping, straps, and packaging to establish the location and context of the damage;
• the nature and extent of the damage; and
• the quantity of damaged material included in the claim.
Photographs of individual broken tiles, boxes, or pieces after they have been removed from the pallet, rearranged, grouped together, reconstructed, staged, or photographed separately will not be accepted as sufficient evidence of freight damage.
Multiple photographs of the same damaged tile, box, or broken pieces do not establish multiple damaged tiles or boxes.
The quantity of damaged merchandise included in a claim must be supported by photographic documentation that allows Tiles & Stone Warehouse to identify and reasonably verify the damaged material in its original location on the delivered pallet.
Freight-damage claims that do not comply with these photographic-documentation requirements will not be accepted.
RESPONSIBILITY AFTER DELIVERY
Concealed freight damage discovered after delivery remains eligible for consideration when it is reported and documented in accordance with the 10-day concealed-damage and photographic-documentation requirements of this policy.
Damage occurring after delivery as a result of unloading, handling, movement, storage, installation, or other post-delivery activity is not considered freight damage.
Tiles & Stone Warehouse is not responsible for damage caused by forklifts, pallet jacks, contractors, installers, employees, customers, receiving personnel, movement of the pallet, opening or moving boxes, improper storage, job-site handling, or other post-delivery activity.
If the customer is not personally present at delivery, the customer remains responsible for the actions of any contractor, installer, employee, agent, or other person receiving, unloading, inspecting, moving, storing, or otherwise handling the shipment on the customer’s behalf.
Damage occurring after delivery as a result of unloading, handling, movement, storage, installation, or other post-delivery activity is not considered freight damage.
Tiles & Stone Warehouse is not responsible for damage caused by forklifts, pallet jacks, contractors, installers, employees, customers, receiving personnel, movement of the pallet, opening or moving boxes, improper storage, job-site handling, or other post-delivery activity.
If the customer is not personally present at delivery, the customer remains responsible for the actions of any contractor, installer, employee, agent, or other person receiving, unloading, inspecting, moving, storing, or otherwise handling the shipment on the customer’s behalf.
DAMAGED TILE AND USABLE CUTS
Tile installation ordinarily requires cutting full-size pieces.
Where freight damage affects only a portion of a tile and the remaining portion can reasonably be used for required installation cuts, Tiles & Stone Warehouse may take the usable portion into account when determining the quantity of merchandise affected by a freight-damage claim.
For freight-damaged merchandise that qualifies for a claim under this policy and cannot reasonably be used for required installation cuts, Tiles & Stone Warehouse will determine the appropriate remedy based on the nature and extent of the documented damage.
The remedy may include replacement of the affected merchandise, a refund or partial refund attributable to the affected merchandise, or another mutually acceptable resolution.
A freight-damage claim applies only to the quantity of merchandise that is documented and determined to have been damaged in transportation. Damage to individual tiles, pieces, or boxes does not entitle the customer to replacement or refund of unaffected merchandise.
Where freight damage affects only a portion of a tile and the remaining portion can reasonably be used for required installation cuts, Tiles & Stone Warehouse may take the usable portion into account when determining the quantity of merchandise affected by a freight-damage claim.
For freight-damaged merchandise that qualifies for a claim under this policy and cannot reasonably be used for required installation cuts, Tiles & Stone Warehouse will determine the appropriate remedy based on the nature and extent of the documented damage.
The remedy may include replacement of the affected merchandise, a refund or partial refund attributable to the affected merchandise, or another mutually acceptable resolution.
A freight-damage claim applies only to the quantity of merchandise that is documented and determined to have been damaged in transportation. Damage to individual tiles, pieces, or boxes does not entitle the customer to replacement or refund of unaffected merchandise.
SHORTAGES
Any apparent shortage in the number of pallets, boxes, or other shipping units should be reported immediately and, when reasonably identifiable at delivery, noted on the carrier’s delivery receipt before it is signed.
Claims for shortages must be supported by appropriate delivery documentation and any photographs reasonably requested by Tiles & Stone Warehouse.
Claims for shortages must be supported by appropriate delivery documentation and any photographs reasonably requested by Tiles & Stone Warehouse.
SHIPPING ADDRESS AND DELIVERY INFORMATION
Customers are responsible for providing an accurate and complete delivery address, telephone number, receiving contact information, and any other information reasonably required for delivery.
Tiles & Stone Warehouse is not responsible for delays, additional carrier charges, failed delivery attempts, reconsignment, storage, redelivery, or other costs resulting from incorrect, incomplete, or changed delivery information supplied by the customer.
Any additional transportation charges resulting from customer-supplied address or receiving information may be charged to the customer.
Tiles & Stone Warehouse is not responsible for delays, additional carrier charges, failed delivery attempts, reconsignment, storage, redelivery, or other costs resulting from incorrect, incomplete, or changed delivery information supplied by the customer.
Any additional transportation charges resulting from customer-supplied address or receiving information may be charged to the customer.
FREIGHT DAMAGE IS NOT A RETURN
Freight damage, shortages, and transportation-related claims are governed by this Shipping & Damage Policy and are separate from voluntary returns under the Return & Refund Policy.
Merchandise that is damaged does not become eligible for a voluntary return because a freight-damage claim was not timely reported, was not adequately documented, or otherwise did not qualify under this Shipping & Damage Policy.
Customers should not ship damaged merchandise back to Tiles & Stone Warehouse unless Tiles & Stone Warehouse provides written instructions to do so.
Merchandise that is damaged does not become eligible for a voluntary return because a freight-damage claim was not timely reported, was not adequately documented, or otherwise did not qualify under this Shipping & Damage Policy.
Customers should not ship damaged merchandise back to Tiles & Stone Warehouse unless Tiles & Stone Warehouse provides written instructions to do so.
INCORPORATED TERMS AND POLICIES
This Shipping & Damage Policy forms part of the Tiles & Stone Warehouse Terms & Conditions and should be read together with the Terms & Conditions and Return & Refund Policy.
By placing an order with Tiles & Stone Warehouse, the customer acknowledges that they have had the opportunity to review and agree to the Terms & Conditions and the policies incorporated therein.
By placing an order with Tiles & Stone Warehouse, the customer acknowledges that they have had the opportunity to review and agree to the Terms & Conditions and the policies incorporated therein.
POLICY APPLICABLE TO THE ORDER
Tiles & Stone Warehouse may update this Shipping & Damage Policy from time to time.
The Shipping & Damage Policy in effect at the time the customer places the order shall apply to that order.
The Shipping & Damage Policy in effect at the time the customer places the order shall apply to that order.