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Damages Policy

We take full responsibility for replacing or refunding any items damaged during transport. Your satisfaction and trust are our utmost priority, and we strive to make the claim process as seamless and stress-free as possible for you.


Filing a Damage Claim

Should you find any damages upon receiving your order, we encourage you to notify us promptly. Please file a damage claim with us within three days (72 hours) of delivery to ensure an efficient resolution and hold our logistics partners accountable. Kindly do not refuse the delivery, as it may lead to additional storage charges from the shipping company. Also, report any damages to the shipping company.

Claim Procedure

To initiate a claim, please follow these steps:

  1. Email us at with the subject line "Claim [Your order #]".
  2. Include your order number in your email.
  3. Specify the quantity of tile for which you're filing a claim.
  4. Attach a photo that displays all the damaged tiles in a single image.

Following these steps allows us to better understand the extent of the damage and facilitate the processing of your claim.

Claim Response Time

We understand the importance of resolving these matters swiftly. Allow us 2-3 business days to respond to your claim. We assure you that we will thoroughly review your claim and get back to you as soon as possible. Should you have any additional questions or concerns, please don't hesitate to email us at We are always here to assist you, ensuring a satisfying shopping experience.

Refusing Shipments

If you discover damages, rest assured that Solidshape will replace any broken tiles. However, it's crucial not to refuse the delivery, even if it includes damaged tiles. Instead, report the damaged tiles to the freight carrier who delivered the shipment, take photos of the broken tiles, and share them with us. We will promptly ship you a replacement based on the photos provided.

If a shipment is refused and returned to us, please be aware of potential charges:

  • You may be charged the freight fee.
  • A credit card fee will be deducted from any potential refund.

We recommend accepting the delivery and communicating with us directly about any issues to ensure the most efficient resolution.