---
title: How Damaged Tile Claims Are Handled
description: Learn what to do if your tile arrives damaged, how to document and report a claim, and where to find Clay Imports' complete shipping policy.
---
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1. [Frequently Asked Questions](https://help.clayimports.com/?hsLang=en)
2. [Shipping](https://help.clayimports.com/shipping?hsLang=en)
3. [Delivery](https://help.clayimports.com/shipping?hsLang=en#delivery)
# How Damaged Tile Claims Are Handled
## What to do if your tile arrives damaged, what information to provide, and where to find our complete claims policy.
## What should I do if my tile arrives damaged?
If your tile arrives damaged, document the damage on the carrier's receipt before signing, photograph the tile and packaging, and contact our Customer Support team with your order number, photos, and an exact count of affected pieces.
1. Inspect your shipment upon delivery. If you notice visible damage, document it on the carrier's delivery receipt before signing.
2. Take photos of the damaged tile, packaging, and pallet, if applicable.
3. Count the affected pieces. We'll need an exact count of the damaged or unusable tiles.
4. Contact Customer Support promptly with your order number, photos, and damage count.
5. Keep all damaged material and packaging until your claim has been reviewed.
For reporting deadlines and detailed delivery instructions, please review our [Shipping Policy](https://clayimports.com/policies/shipping-policy).
## Is every chip or irregularity considered damage?
Not necessarily. Our tiles are handmade, so natural variations in color, texture, size, thickness, edges, and surface markings are an expected part of their character — evidence of the handcraft process that gives each tile its depth, movement, and authentic character.
If you're unsure whether something is normal handmade variation or damage, send us photos before installation and our team will review them for you.
## What happens after I submit a claim?
Once we receive your documentation, our team will review the claim and follow up with the appropriate next steps.
Claim eligibility, resolutions, and processing timelines depend on the circumstances and are outlined in our [Shipping Policy](https://clayimports.com/policies/shipping-policy).
## Where can I find the complete claims policy?
Our [Shipping Policy](https://clayimports.com/policies/shipping-policy) covers reporting deadlines, freight delivery requirements, damage documentation, claim eligibility, and other important details.
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