What to expect when my order ships via freight carrier LTL (Less than a truckload)?

For the most detailed information, please review our shipping policy. However, we'll walk through some of the most important details here.

Here’s a breakdown of the LTL (Less-than-Truckload) shipping process for most residential and some commercial deliveries

LTL Shipping Process

1. Shipment Leaves the Warehouse
   Once your order ships, we’ll send you tracking information. You can track your shipment online to monitor its progress.

2. Tracking Information
   After 24-48 hours, tracking details will be available. You’ll see an estimated delivery date on the tracking page. Keep in mind, this is an estimated date and can change due to delays, weather, or other factors. We cannot control this estimate delivery date, as the materials are now with the shipping carrier.

3. Arrival at the Terminal and Scheduling Delivery
   Your shipment will arrive at the closest terminal (distribution center). When this happens, SAIA (the carrier) will contact you to schedule a delivery date that works for you. The delivery could be as soon as the next day, but it must be scheduled within 48 hours.

Storage Fees

Scheduling your delivery within 48 hours of your materials arriving at the terminal is important to avoid any storage fees. Once the fees begin, we’ll need to invoice and receive payment for all shipping costs before we can deliver your materials. If storage fees do accrue and aren’t settled within 2 days, we may have to return your order to Clay Imports. Unfortunately, this means we can't re-ship your order until all outstanding fees, including the return shipment and re-delivery costs, are paid.

We understand this isn’t ideal (not our policy), so we encourage you to answer your phone and schedule delivery within those 48 hours to avoid any unnecessary charges.

Curbside Delivery

When the truck arrives, the driver will bring the order to the curb at your address. 

Drivers will unload the delivery off of the truck. The driver will not take the tile into your home or business. You are responsible for getting your order inside and from the curb, so make sure you're ready to move materials to a covered area. This is your responsibility to ensure your materials are safe from weather or other damage before installation.

And, hold off on scheduling installation until all materials have safely arrived at your project.

In Case of Damage

Inspect Your Shipment

When your order arrives, before the driver departs, immediately inspect the condition of the pallet to ensure it has not been damaged during transit. There’s no need to check every item before the driver leaves; just make sure to carefully document any damage you notice in detail, on the receipt, before signing.

• If there’s any visible damage (ie. breakage to tiles, boxes broken, open, or out of place, ripped or removed plastic wrapping, or and other clear issues with the packing) make sure to note it in detail on the delivery receipt before signing. Any visible damage must be noted on the freight company's delivery receipt at the time of delivery. No claim for visible damage can be accepted if not noted at the time of delivery. Once noted, sign for the delivery, and move onto the documentation and inspection process! 
• If you find that was no visible damage to the outer packaging, but the damage was discovered once a box was opened, this is called concealed damage. During inspection, you are to provide an accurate and clear report of the damage (ex. detailed photos and counts of what is broken) within 48 hours of delivery. 

Document Everything

In the event of visible damage, take photos and collect all relevant documentation at the time of delivery. This step is essential, as depending on the delivery driver for such documentation may not always be dependable. Then inspect the materials, collect further documentation and photos. 

For concealed damage, take photos and gather documentation, along with a detailed account of the damages. 

Report Damage

If you find any damage during your inspection, please contact us immediately at customersupport@clayimports.com, and no later than 48 hours after your inspection. 

We're here to help you navigate the next steps in a timely manner!

Difficult to Deliver Locations

Remote or Hard-to-Reach Areas
If your delivery is in a remote area, additional charges may apply. These charges will be invoiced and need to be paid before delivery.

• Alternative Pickup Location: In those rare cases, you will be responsible for picking up your tile order from the nearest terminal delivery center or providing an alternate delivery location that can be reached by our freight shipping partner.
• Additional shipping charges may apply to hard-to-reach areas such as gated communities, remote locations, or locations only accessible via ferry. If you anticipate your delivery address potentially falling under this definition, reach out to logistics@clayimports.com.
• These charges will be assessed after your order is processed, and you will be contacted to provide payment for said charges.

Redelivery

Similarly, residential deliveries that were previously listed as a business address will be charged a Residential Redress Fee depending on what we are billed. To avoid these fees, please make sure your shipping information is accurate and up-to-date before placing your order.