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Claims Policy

Our commitment to ensuring your satisfaction also extends to handling claims. We have a 72-hour window for filing claims from the time of delivery. Once a claim is approved, items requiring return must be received within three weeks of the approval date. We do not accept claims for installed materials.


Acceptable Reasons for Claims

You can file a claim for any of the following reasons:

  • Your order arrives with items missing, or defective.
  • Items in your order have been misrepresented, incorrect, or do not match their description. Please refer to our note on natural stone.

Claims Requiring Returns

Claims that require the return of items will only be accepted for the full quantity ordered of that specific item. The claim is considered complete once the entire quantity fulfilled is received in-warehouse. Any unfulfilled quantity for that same line item will be canceled and included in the refund.

Claims Not Requiring Returns

Claims involving missing, damaged, or defective items may not require a return. We will determine whether the affected items are eligible for replacement, refund, or credit.

Claim Return Shipment

If a return is required to complete your claim, we will assist in arranging return shipping at no cost to you. However, you will be responsible for packaging items safely for return. Please note, the shipping carrier will not assist with packaging. Any damage incurred in-transit due to improper packaging may affect the outcome of your claim. Items for return must be made available for curbside (for freight) or doorstep (for parcel) pickup at the time we communicate. Missed pickups will not be rescheduled and you will be responsible for delivering the packaged items to the carrier or arranging for return shipping at your expense.


Any amount owed to you as a result of a claim will be credited back to your original payment method. Please allow 5-10 business days for the refund to appear from the date you place the request.

Claim Evaluation

Claims will be evaluated based on the evidence you provide, relevant communications, and industry-wide standards and best practices. Photos are crucial in the processing of a claim. We retain the discretion and authority in determining the outcome of a claim, with all decisions being final. If a claim is denied, you may still file a return in accordance with our Return Policy.

How to File a Claim

To initiate a claim, email us at with the subject line "Claim [Your order number]", and follow these steps:

  1. Include your order number in your email.
  2. Specify the quantity of tile for which you are filing a claim.
  3. Provide an explanation of your claim.
  4. Attach photos of all the tiles relevant to the claim in one photo.