---
title: My tile arrived broken. What steps should I take next?
description: If your order arrived damaged/broken, please immediately follow the steps listed below to ensure prompt attention. We make sure our tile leaves our warehouse in perfect condition. However, occasionally items get damaged during shipping
---
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# My tile arrived broken. What steps should I take next?
## If your order arrived damaged/broken, please immediately follow the steps listed below to ensure prompt attention. We make sure our tile leaves our warehouse in perfect condition. However, occasionally items get damaged during shipping
We make sure our tile leaves our warehouse in perfect condition. However, occasionally items get damaged during shipping and it is expected that a very small percentage of your tile will arrive chipped or scratched. This is why, we highly recommend ordering at least 15% overage.
**If your order arrived damaged/broken, please immediately follow the steps listed below to ensure prompt attention.**
Find more details in our [Shipping Policy](https://clayimports.com/policies/shipping-policy).
You are responsible for inspecting all material upon receipt. When your order arrives, immediately inspect your tile to ensure it has not been damaged during transit. If you notice a significant amount of breakage or clear issues with the packing or there was no visible damage to the outer packaging, but the damage was discovered once a carton was opened, you should provide an accurate and clear report of the damage (*ex. detailed photos and counts of what is broken*).
- Damage notifications must be sent to [customersupport@clayimports.com](mailto:customersupport@clayimports.com) within 48 hours of order receipt so that we can file a claim with the shipping carrier and coordinate the replacement of damaged pieces.
- Please note any damage must be noted on the freight company's Bill of Lading at the time of delivery. No claim for damage can be accepted if not noted at the time of delivery.
**Required Information for Your Damage Claim:**
- Your order details (name, order number, and date of arrival)
- Copy of the delivery receipt (BOL) with damage noted
- Type of damage
- Quantity of material damaged
- Photos of damaged pallets and boxes
- Photos of damaged material
- Consignee name and contact information
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