Claims Policy

Close-up of gloved hands inspecting a porcelain floor tile—visual symbolizing thorough quality checks and easy claims support.

Your tile, guaranteed without hassle.

We want you to be fully satisfied with your purchase. If something goes wrong, we’re here to help.

Please file all claims within 72 hours of delivery. Claims filed after this window may not be eligible for review. We do not accept claims for materials that have already been installed.

Contents

What You Can File a Claim For

  • Items missing or incorrect items received
  • Defective or damaged products
  • Products that don’t match the description — please refer to our note on natural stone.
  • Wrong dye lot (if same-lot request was made at time of order)

Damage Claims

If your order arrives with damaged materials:

  • Do not refuse the shipment — this may lead to added freight or storage fees.
  • Accept the delivery and document the damage.
  • Report damages to both us and the shipping carrier within 72 hours.
  • Take clear photos of the damage, including a shot showing all damaged pieces in one image.

Filing a Claim

Please email [email protected] with the subject line: Claim [Your Order #]

Include the following in your email:

  • The quantity of material affected
  • A brief description of the issue
  • Photos showing the problem (including one group photo of all affected tiles)

Return Requirements

If your claim requires a return:

  • If a pickup is missed, you’ll need to arrange shipping at your own expense.
  • The entire quantity of the item must be returned.
  • Items must be safely packaged — carriers will not assist with packing.
  • We’ll assist with scheduling a curbside pickup (freight) or doorstep pickup (parcel).

Refunds

Approved claims will be refunded to your original payment method.

  • Please allow 5–10 business days from the refund approval for funds to appear in your account.
  • If the item was never shipped, any hold on your card will be released immediately.

Claim Evaluation & Response Time

  • We’ll review your claim and respond within 2–3 business days.
  • Claims are evaluated based on submitted evidence, internal records, and industry best practices.
  • Final decisions are made at our discretion.
  • If a claim is denied, you may still return the product per our Return Policy.

Refused Shipments

Please do not refuse delivery, even if damage is present. Refusing a shipment may lead to: freight charges & Credit card processing deductions. Accept the delivery, report the damage, and let us handle the rest.