We know freight shipping can feel a little intimidating, but we’ve got you. Here’s a clear breakdown of what to expect and how to get your tile order delivered without stress or surprises. For the full details, check out our Shipping Policy.
The Basics
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Once your order ships, we’ll email you a tracking number.
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You’ll see an estimated delivery date appear once the carrier scans the shipment (give it 24–48 hours to populate).
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When your order gets to the nearest terminal, the freight carrier (most commonly SAIA) will reach out to schedule your delivery. Usually they’ll call, but sometimes they email, and both count as notice.
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The delivery needs to be scheduled within 48 hours of terminal arrival to avoid storage fees.
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Plan ahead: all LTL deliveries are curbside only, so you’ll need someone there to help unload and move your tile to a covered, safe spot.
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Be sure to inspect your shipment right away and document any damage.
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Here’s a breakdown of the LTL (Less-than-Truckload) shipping process for most residential and some commercial deliveries
LTL Shipping Process
Your LTL Delivery Step-by-Step
1. Shipping & Tracking
Once your order leaves our warehouse, we’ll send your tracking number. You can follow it online, just like a package—but with freight, things move a little differently. The estimated delivery date is just that—an estimate. Weather, routing, and carrier logistics can change things.
2. Arrival at the Terminal
When your shipment gets to your local distribution center (aka terminal), the carrier will contact you to schedule a delivery window. Most of the time they’ll call, but some carriers (like SAIA) sometimes email instead. We know that’s not ideal, but it still counts as official notice.
Heads up: We don’t control how or when the carrier contacts you. Our job is to make sure your materials get to the right place, the rest is up to the freight team.
We also can’t guarantee a 1–2 day notice window or a phone call, but SAIA should always do their best to give you a heads up when tracking is active.
3. Schedule Quickly to Avoid Storage Fees
Once the terminal reaches out, be sure to schedule delivery within 48 hours to avoid storage fees. These fees start fast and can add up quickly. If storage goes unpaid for more than 2 business days, the carrier may return the shipment to us, and unfortunately, we can’t reship it until all extra costs are covered.
So, the best way to keep things moving? Schedule your delivery promptly and make sure someone’s ready to receive it.
4. Curbside Delivery
All LTL shipments are delivered curbside, which means the truck driver will bring your tile to the end of your driveway or closest accessible spot. They’ll unload the pallet, but they won’t bring it inside.
Make sure you have a crew ready (friends, contractors, or a hired team) to help move your tile indoors. And definitely have a dry, covered area ready to store it until installation. This is key to keeping your tile protected from the elements.
Also worth noting: If no one is home, some drivers may drop the shipment and waive the signature requirement at their discretion because someone is supposed to be there. Please try to be present to make sure you can sign for your delivery.
And, hold off on scheduling installation until all materials have safely arrived at your project.
In Case of Damage
When Your Order Arrives: Inspect Immediately
Almost always, someone must be present to sign for and inspect the shipment.
Start with the outside: check for broken boxes, torn wrapping, or loose tiles. If anything looks off, write it down on the delivery receipt before signing. This is super important, Clay Imports, and the carriers won’t accept damage claims later if nothing is noted at delivery.
Visible Damage? Here's What to Do:
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Take lots of photos of the pallet—wide shots and close-ups
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Note the damage clearly on the delivery receipt
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Move your materials to a safe spot
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Email us at customersupport@clayimports.com within 48 hours with:
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Photos
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A description of the damage
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Your order number
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The total number of damaged tiles
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A group photo showing all affected pieces (if there’s a lot—this helps us help you faster)
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Found Damage After Opening Boxes? That’s Called Concealed Damage.
If everything looked fine at delivery but you later find cracked or chipped tiles inside a sealed box, no problem, send us:
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Clear photos of the damage
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A total count of affected tiles
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Overview photos if multiple tiles are damaged
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Your order number and contact info
Make sure to report concealed damage within 48–72 hours of delivery.
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.
It’s important that you reach out to us directly at Clay Imports, rather than the shipper, as they are a third-party company and do not handle resolutions or report issues to us. You are responsible for notifying us of any damage.
We're here to help you navigate the next steps in a timely manner!
Tough-to-Reach Delivery Areas
Some addresses, like steep roads, gated neighborhoods, rural areas, or places only accessible by ferry, can cause delivery challenges. If the freight carrier can’t access your location, they may ask you to:
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Accept delivery to the original address
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Pick up from the nearest terminal
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Provide an alternate delivery address
In some cases, extra delivery fees will apply. If you think your address might fall into this category, email logistics@clayimports.com ahead of time so we can help plan.
Redelivery & Address Changes
If your delivery address changes after your order has shipped, or if the driver has to return and attempt delivery again, the carrier will charge a redelivery or reconsignment fee. If a residential location was marked as commercial, there may also be a Residential Redress Fee based on what we’re billed.
The easiest way to avoid these? Double-check that your delivery address is complete, correct, and zoned properly when you place your order.
Get In Touch
We’re here for you through the whole shipping process. If you have any questions before or after your order ships, just reach out to us. We’re happy to help!
📧 customersupport@clayimports.com
📦 logistics@clayimports.com (for tricky delivery spots)