For the most detailed information, please review our shipping policy. However, we'll walk through some of the most important details here.
Here's the basics:
Once your order ships, tracking info will be available within 24 hours. Expect an estimated delivery date once tracking updates within 48 hours. The nearest terminal will contact you for delivery appointment, which needs to be scheduled within 48 hours of arrival. Ensure assistance for unloading your curbside delivery and do not forget to check for damage immediately. Be aware of potential fees post-shipment.
This should help you anticipate the arrival of your tiles without any surprises.
More in depth info:
To ensure successful delivery, we require onsite contact information (Name and Phone Number) for any delivery we make. Whether we deliver to a residence, business, or construction site, we will require your designated onsite contact to delivery the order.
You have 48 hours for the shipper to reach you and schedule a delivery appointment to avoid any additional fees.
Hey -- this is the shipper's policy -- unfortunately we do not have any control or flexibility here. Readiness and preparation for delivery is greatly appreciated!
Once your order has shipped, you will receive a call from the shipping company to schedule a delivery appointment window. If the shipping company is unable to make contact with you, or you choose to arrange a delivery appointment beyond 48 hours of the truck arriving at your local terminal, storage fees will begin to accrue. Tiles will not be delivered until all fees and shipping costs have been invoiced and paid by the customer (storage fees start at $75/day/pallet).
Should storage fees accrue, if they are not paid within 2 days since the fees began, the order will be shipped back to Clay Imports. Once the order has been returned to Clay Imports, there will be no re-shipping until all storage fees and the cost of the return shipment and re-delivery are paid. If you don't pay the fees, we are unable to issue any refund on your order.
All LTL shipment deliveries are curbside
Again - the shippers policy! Plan to have assistance or a way to transport the tiles to a dry storage area on delivery day.
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.
Someone must be present to unload and sign for the order.
Now, this is important -- Do you see damage? Does anything look out of place? Our pallets leave in perfect condition, so if something looks off, it's your job to document this on the receipt and with photos!
Didn't see anything off at the time of delivery? That's great! However, when your order arrives, and the driver departs, 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). Any damage must be noted on the freight company's delivery receipt at the time of delivery. No claim for damage can be accepted if not noted at the time of delivery. Please read our article about what steps you should take if your order arrived broken/damaged here.
Difficult to Deliver Locations (within the U.S)
Occasionally due to street width or slope, low-hanging trees, or other factors determined by our freight shipping partner, LTL shippers will be unable to deliver to a given address, even after a delivery appointment has been scheduled.
In those 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
If there is a redelivery or change of address request, you will be charged the corresponding amount charged to us by the freight carrier.
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.