--- title: How Damaged Tile Claims Are Handled description: Learn how damaged tile claims are reviewed, what photos and counts to send, and when credits or gift cards may be issued. --- [Skip to content](https://help.clayimports.com/how-damaged-tile-claims-are-handled#main-content) English Show submenu for translations Open main navigation Close main navigation - English Show submenu for translations - clayimports.com clayimports.com Let's talk tile and more! - There are no suggestions because the search field is empty. 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 ## If your tile arrives damaged, please contact us within 48–72 hours of delivery with photos and an exact count of the affected pieces. Our team will review the claim and help determine the appropriate next steps. If your tile arrives damaged, please contact us within 48–72 hours of delivery with photos and an exact count of the affected pieces. Our team will review the claim and help determine the appropriate next steps. Please keep all damaged material and packaging until your claim has been fully reviewed. ### What should I do if I see damage at delivery? Always inspect your shipment before signing for it. If you notice damaged tile, crushed or wet boxes, torn shrink-wrap, or other visible damage: 1. **Accept the shipment. Do not refuse delivery.** 2. Note the damage on the carrier's delivery receipt or Bill of Lading (BOL) before signing. 3. Take photos of the full pallet, damaged packaging, and affected tile. 4. Keep all packaging and damaged material. 5. Contact Customer Support within **48 hours of delivery**. Refusing a damaged shipment can delay the resolution and may result in additional return fees. ### What if I discover damage after unpacking? Damage isn't always visible when a shipment arrives. If boxes appear intact but you discover broken or damaged tile after opening them, inspect the remainder of your material and contact us within **72 hours of delivery**. Please keep the packaging and take photos showing both the damaged tile and the condition of the boxes in which it arrived. ### What should I send with my claim? Please send Customer Support: - Your **order number** - Photos of the damaged tile - An **exact count of all affected pieces** - Photos of the packaging and/or pallet - A brief description of the damage - For visible freight damage, a photo or copy of the **signed delivery receipt or BOL with the damage noted** We may request additional photos or information while reviewing your claim. ### Is every chip or irregularity considered damage? No. Our tile is handmade, and natural variation is part of the material. Depending on the collection, differences in color, texture, size, thickness, edges, surface markings, and other handmade characteristics may be expected and are not considered shipping damage or defects. If you're unsure about something you've received, send us photos **before installation** and we'll be happy to review it with you. ### What happens after I submit a claim? Once we receive the required documentation, our team will review the claim and determine the appropriate resolution based on the circumstances. Confirmed replacement orders are prioritized, but timing depends on product availability and freight scheduling. Please do not discard damaged material or packaging until your claim has been fully reviewed. ### What if only part of my order is damaged? Please report the **exact number of damaged or unusable pieces** rather than the entire order quantity. If possible, slightly damaged pieces may still be usable for cuts during installation. If additional material is needed beyond the confirmed damaged quantity to complete your project, our team can also help you place an order for those pieces. ### What if the tile has already been installed? Please inspect all tile before installation. Potential manufacturing defects must be reported **before the affected material is installed**. Clay Imports does not reimburse installation, removal, contractor, or other labor costs associated with installed material. If you have concerns about the material you've received, please stop installation and contact us with photos so we can review it with you. ### What if I miss the claim window? Please still contact us. However, claims submitted outside the applicable 48- or 72-hour reporting window may be denied, particularly when the delay prevents us from documenting the issue with the carrier. ### Where can I find the complete damage and shipping policy? For complete requirements, documentation guidelines, freight delivery instructions, and claim terms, please review our **[Shipping Policy](https://clayimports.com/policies/shipping-policy?utm_source=chatgpt.com)**. - [Placing an order](https://help.clayimports.com/placing-an-order?hsLang=en#main-content) - [Samples](https://help.clayimports.com/placing-an-order?hsLang=en#samples) - [Shipping](https://help.clayimports.com/placing-an-order?hsLang=en#shipping) - [Ready to Ship](https://help.clayimports.com/placing-an-order?hsLang=en#ready-to-ship) - [Shipping](https://help.clayimports.com/shipping?hsLang=en#main-content) - [Samples](https://help.clayimports.com/shipping?hsLang=en#samples) - [Fulfillment](https://help.clayimports.com/shipping?hsLang=en#fulfillment) - [Transit](https://help.clayimports.com/shipping?hsLang=en#transit) - [International Shipping](https://help.clayimports.com/shipping?hsLang=en#international-shipping) - [Delivery](https://help.clayimports.com/shipping?hsLang=en#delivery) - [Trade Program](https://help.clayimports.com/trade-program?hsLang=en) - [Our Products](https://help.clayimports.com/our-products?hsLang=en#main-content) - [Handmade Characteristics](https://help.clayimports.com/our-products?hsLang=en#handmade-characteristics) - [General](https://help.clayimports.com/our-products?hsLang=en#general) - [Terracotta](https://help.clayimports.com/our-products?hsLang=en#terracotta) - [Terms + Policies](https://help.clayimports.com/terms-policies?hsLang=en#main-content) - [Returns](https://help.clayimports.com/terms-policies?hsLang=en#returns) - [Post Purchase](https://help.clayimports.com/terms-policies?hsLang=en#post-purchase) - [Payment](https://help.clayimports.com/terms-policies?hsLang=en#payment) - [Installation](https://help.clayimports.com/installation?hsLang=en#main-content) - [Terracotta](https://help.clayimports.com/installation?hsLang=en#terracotta) - [Grout](https://help.clayimports.com/installation?hsLang=en#grout) - [Suitability](https://help.clayimports.com/installation?hsLang=en#suitability) - [Production + Lead Times](https://help.clayimports.com/production-lead-times?hsLang=en) - [General](https://help.clayimports.com/general?hsLang=en) [![Chill listening crop-3](https://help.clayimports.com/hs-fs/hubfs/Icons/CLAY-White-and-Black.png?width=35&height=35&name=CLAY-White-and-Black.png "Chill listening crop-3")](https://clayimports.com) Copyright © 2026, clayimports.com