---
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. Follow these steps as soon as your order arrives:
1. **Inspect the shipment.** Check all pallets and boxes for significant breakage, clear packing issues, or damage discovered after opening a carton — even if the outer packaging appeared undamaged.
2. **Note damage on the Bill of Lading (BOL) before signing.** Record a clear description of any damage on the freight company's BOL at the time of delivery. No claim for damage can be accepted if damage is not noted on the BOL at delivery.
3. **Document the damage thoroughly.** Take detailed photos of damaged pallets, boxes, and individual pieces, and record an accurate count of broken items.
4. **Email your damage report within 48 hours of receipt** to [customersupport@clayimports.com](mailto:customersupport@clayimports.com) so we can file a claim with the shipping carrier and arrange replacement of damaged pieces. Include all required information listed below.
*ex. detailed photos and counts of what is broken*).
- Damage notifications must be sent to [customersupport@clayimports.com](mailto:customersupport@clayimports.com)
**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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