See when it will be delivered to you. Be involved in your shipment and help us unsure that it gets to you safely and in a timely manner.

Freight shipments are on a pallet or inside a wooden crate. They are delivered by truck with lift-gate. Signature is required for delivery. The shipping company will call prior to delivery to arrange a day and time.

Firstly you or your designated representative must be there to meet the truck for a freight shipment. Inspect the outside of the boxes for any signs of damage. If the product is damaged the boxes will show distress and be torn. Open boxes while the driver is there. You have paid for a service at least check some of the boxes (it left our warehouse in perfect condition). Any damage note it on the shipping slip. If you do not note the damage we cannot file a claim on your behalf.

Curbside Delivery

Ships within (1-2 BUSINESS DAYS) of receiving payment

Delivery Time:

Southeast 1-2 Days

Northeast 2-3 Days

Midwest 2-3 Days

Southwest 3 Days

Northwest 4-5 Days

Southwest 4-5 Days

All delivery dates are estimates. We cannot guarantee specific deadlines. We recommend booking installation after receipt of the product.

Don't Panic! Make a note on the delivery slip (BOL) for the amount of any damaged boxes or the amount of missing cartons – even make a note that there is damage. Ask them to call their supervisor if necessary especially if there is not time for the driver to wait for you to check the package – this will allow Freight Company to leave the amount of damage open and wait for you to call them with the exact quantity. Sign the delivery slip and receive both the damaged and undamaged product. Please read our Damage Policy

:Freight shipments are curbside deliveries so you will need to be prepared to move the material into your home. You need to be there when the pallet delivers. If you or someone else cannot meet the truck please do not order until a time when you can. This is a vital part of the process.

When a palletized shipment is delivered it will be unload at the street. For liability reasons, this is standard practice by all carriers. It will be your responsibility to move the material into the home. Many customers arrange help accordingly (hint: your contractor is a good resource).

Please open the boxes and check once you receive the boxes. This enables us to ship you more product (less 5% acceptable damage) at our cost - because we can file a claim with UPS. After that time (for example 10 days) UPS will argue that the installer, contractor or home owner damaged the product.Shipping to UPS terminal is $175 per pallet - approximately 360SF can fit onto one pallet.Lost Shipment. 0.2% of shipments get lost. This can cause delay. We have to inform UPS they are (and any other shipping company untitled to 72 hours to look for the shipment before re-shipping the product at their cost). So we have to follow the procedure. We generally re-ship and take the risk within 48 hours. If they find the shipment after the 48 hours but within 72 they send the product on and we loose significantly. If this loss of shipment impacts your time frame please let us know. Otherwise we work under the premise of reshipping the order with a slower time frame.

Your tracking number will be emailed to the email you provided when you place your order. So please do not leave an email address that you do not check or do not have access to (we will not sell your email or spam you, ever). Once you have the tracking number it is your responsibility to monitor the shipment. Please notify us of any delays or if the shipment seems to be frozen.We replace your product and work with the delivery companies on shipping claims. This is full service with us filing your claim providing you sign for the damage upon receipt of the shipment. We replace the product once we have a copy of the receipt noting the damage. (If we ship product prior to this and then cannot retrieve the slip then we cannot claim back the damaged product).If you do not sign for shipping damage on the BOL at the time of delivery we lose our ability to file a claim with the delivery company on your behalf. This means we are not able to provide you with replacement material at no cost and you have to file a claim with the shipping company on your own.Inspection: Claims for shortages or damages must be made upon receipt of the product and noted on the BOL. Purchaser/installer is responsible for final inspection. Do not install defective product. Use and attempted installation constitutes acceptance.

Accidents happen, some of our products are quite similar. It is rare but they do happen. We will fix it at our cost shipping it out to you UPS ground. We will ship you the correct product and pick up the wrong. This will add a few days to your project.

There are many variables in shipping we cannot control (weather for example and if we could believe me, we would not be selling marble) which may lead to potential delays. We make errors as well (they happen). Please wait until you have the product at your home, residence or store before arranging a date with an installer.

It is not unusual to have 2% - 3% of the tile broken to some degree (e.g. chipped edges, scratches). Scratched or damaged tile can still be installed when cut. Most damage only every occurs on tiles and most tile is installed in a brick format, quite simply the when cut the damaged part of the tile can be discarded. Any amount up to 5% is still considered acceptable. These damaged tiles can be used for the cuts you will need to make. If breakage is above 5%, we would ask you to have it noted on the logistics receiving document and take pictures. Please make a claim with us within 10 days of receiving the order.

If it is a small mosaic shipment of 20SF or 20 pieces, UPS ground will be the most cost effective method. Please be sure to pack the product tightly – carefully wrap it without gaps. TIP: The Clink Test. If you shake the box that the marble is in and you here it “Clink” together then it will not make it to us in one piece. We suggest that you wrap each piece of marble individually using bubble wrap and peanuts to pack. If it arrives damaged we will take a picture; however, we cannot refund you for the damages and you will have to file a claim with UPS.

If it was shipped on a pallet to you it will need to be shipped back on a pallet to us. The wooden pallet/crate supports the product and assures it cannot be thrown. UPS ground boxes are thrown by staff and dropped by the conveyor belt at their sorting depots so shipping back field tiles on a pallet is essential.

This 5% is of the entire order. If you order multiple products totaling 1,000SF and 4 tiles are damaged then that is 0.4% this is completely acceptable.

Another example 30 Square Feet of Arabesque Carrara Mosaic and 3 of the Arabesque pieces are broken (not sheets), there are 28 pieces to a sheet. 30 x 28 = 840 Pieces. That is 0.35% damage. You do not need to call us in an absolute panic :) You can let us know, as we love feedback and love to hear from our customers. But the pieces can be removed off the meshed fixed with good tiles, the broken ones can be cut for end pieces.

Tiles can be broken during transit. A broken tile can still be used. Tiles will need to be cut during installation to finish the ends, use the broken tiles or trim pieces for this purpose. Mosaics can get some damage in shipping. We ship mosaics UPS or FedEx. Unfortunately it seems that UPS/FedEx considers "Fragile Handle with Care" as just a suggestion.

While this is not the safest way to ship it is the most cost effective for smaller orders and we have yet to have damage greater than 3.5%. Mosaics can be removed from the mesh. They are designed that way. For example there 42 pieces of 2" Hexagon on a sheet. If 4 tiles are damaged on a 10 sheet order this represents less than 1%. We are not going to ship you 4 new sheets for 4 damaged Hexagon mosaic pieces (in the same way if you have an accident and dent someones car door you do not have to buy them an entirely new car, you replace the door - if anyone has a better analogy please let us know).

In fact for this damage of less than 1% we are not going to do anything. We are not going to do anything unless the damage is over 5%. (Example A: 20 Sheets of 5x5" Hexagon. 7 tiles to a sheet equals 140 5x5" individual hexagon tiles, if 5 tiles are damaged/broken we are not going to be able to help as this is less than 4%. Example B: Same as before 20 sheets shipped except 7 tiles are now damaged. In this case we spring into action and ship out three 5x5" hexagon tiles - actually we'll send 5 just in case more damage occurs in shipping).

Reasonable is what we are looking for. Please be reasonable with claims and help us keep our costs low for everyone.

Damage occurs in shipping and during manufacturing. It is not extreme it is generally under 5% more than 5% then we are here to help. It is a shame we even have to bother with this page, as the reality is if you stick with what we and the North American Tile Council recommends "over ordering by a MINIMUM of 10%" and you will have more than enough to complete the job.

Note: Please report all damage within 10 days. We loose any power to claim the damage on your behalf otherwise. If you file a claim for damage (for example) 4 months later UPS will argue (and successfully): The builder dropped it. A member of the household dropped it. Something fell on it. Any number of possibilities. In a reasonable world a reasonable person would side with their argument. Imagine this is your company and someone comes back six months later to say something has broken I want a new one. So please simply open the boxes and check. Then we can get any damage replaced at the cost of UPS without any difficult conversations that need not transpire.