Ceramic tile and glazed brick are heavy and fragile which can make shipping a challenge. We do our best to pack each order carefully and as we ship over 5000 orders a year, we are pretty good at it. That being said, breakage and product damage does occasionally occur. It is important that you inspect your shipment immediately upon receipt and note any damage to the exterior of the shipment and document any breakage.
A little bit of breakage is usually not much of an issue as in most installations there is at least 10% of tile waste due to cutting. If you have a few chipped or broken tile place them aside to use as cut pieces. Do not discard them as they are still usable.
If your shipment has sustained exceptional damage, then document the damage so that a claim can be made to the shipper, and replacements can be ordered. Contact us.
Samples
Our four-piece sample pack is shipped to you for free via the USPS in a fitted box with cardboard padding. For larger sample orders the etile are carefully packed in a larger box with recyclable packaging.
Smaller Overrun Orders
Smaller orders of 20 square feet and smaller are shipped via UPS and will come double boxed. Your shipment may come divided among several boxes to reduce the weight of each box. Examine the entire shipment upon receipt.
Orders over 20 square feet are shipped via truck and will come on a pallet. Our experience has shown us that even orders as small as three boxes will arrive in better condition and at a reasonable cost when shipped on a pallet.
Tile will be packed in boxes and stacked on a pallet of the appropriate size. The boxes will be tightly strapped together with a compression banding. This compression banding will squeeze the boxes and tile together to keep the tile from breaking against each other. You will see the straps digging into the corners of the boxes due to the pressure, that is normal. The shipment will them be carefully strapped to the pallet itself. A packing list will be attached to the exterior of the shipment.
Once your order has shipped, we will let you know it is coming. A day or two before it arrives the shipper will call you to schedule the delivery. It is your responsibility to schedule and meet the shipper. Missing the appointment may incur redelivery and/or storage fees for which you will be responsible for.
When the shipment arrives inspect the exterior of the shipment for damage prior to signing for it or removing it from the truck.
All deliveries are curbside, you or your contractor will be responsible for getting materials off the truck and moving it to your residence. For smaller palletized orders the pallet will be unstrapped, and individual boxes can be handed down. These boxes will weigh between 45 and 50 lbs each. You may want a cart, wagon, or hand truck to move them into your home.
If the order is larger, containing many boxes, you may want to enlist help. You may also consider purchasing liftgate service. From our preferred shipper, the liftgate option is an additional $35 dollars. In this case, the truck will come equipped with a lift that will bring the pallet to ground level on the street. You will still be responsible for moving the tile into your residence.
It is essential to inspect the shipment and note any damage prior to signing for the shipment. All shipments are made by third party shippers and all expenses related to the delivery of the product are your responsibility.