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Freight Shipping (LTL): What to Expect

Freight shipping can feel unfamiliar, but it’s a straightforward process. And we’re here to make it simple! Below, you’ll find a clear overview of what to expect, how to prepare, and how to ensure your tile order arrives safely and smoothly. For the full details, check out our Shipping Policy.

The Basics

    • LTL (Less Than Truckload): A shipping method for smaller orders that don’t fill a full truck. Your order shares space with others heading in the same directions.Carrier / Freight Company
    • A third-party trucking company Clay Imports hires to deliver your order, most often SAIA.
    • Double-check that your delivery address and on-site contact details,  like email and phone number,  are correct on your Clay Imports order confirmation.

    • Once your order ships, we’ll email you a tracking number.

    • You’ll see an estimated delivery date appear once the carrier scans the shipment (give it 24–48 hours to populate).

    • 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.

    • The delivery needs to be scheduled within 48 hours of terminal arrival to avoid storage fees.

    • 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.

    • Be sure to inspect your shipment right away and document any damage.

Here’s a breakdown of the LTL shipping process for most residential and some commercial deliveries:

LTL Shipping Process

Your LTL Delivery Step-by-Step

1. Shipping & Tracking

Once your order ships from our warehouse, we’ll provide a tracking number so you can monitor its progress online. Please note that freight delivery timelines can vary. The estimated delivery date is an approximation by the freight company, and factors such as weather, routing, and carrier logistics may affect the final arrival time.

2. Arrival at the Terminal

When your shipment arrives at the local distribution center, the carrier will contact you to schedule delivery.

Important: If you receive an email instead of a phone call, this is considered official notice, and you must respond to set the delivery appointment. 


Note: Communication methods and scheduling windows are determined by the carrier. While Clay Imports coordinates your shipment, delivery logistics are handled directly by the third-party carrier.


Here is how your pallet will arrive and what is included on the exterior of the pallet:

LTL Pallet with Labels

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 Day

All LTL shipments are delivered curbside, which means the truck driver will bring your order to the end of your driveway or the closest accessible point.

The driver will lower your pallet(s) to the ground using a liftgate if it was pre-arranged. From there, it’s up to you to move the materials inside.

Why don't LTL drivers bring tile inside my home?

LTL (Less-than-Truckload) carriers are built for business-to-business freight—not residential or "white glove" service. Here’s why they stay at the curb:

  • Equipment limitations: LTL trucks are large (often 28–53 feet), and drivers typically don't carry pallet jacks or extra staff for indoor delivery.

  • Safety & liability: Inside delivery involves stairs, thresholds, and tight spaces—areas LTL drivers aren’t trained or insured to navigate.

  • Company policy: Most carriers limit their liability to curbside only to avoid damage claims.

  • Efficiency: These drivers are on tight delivery routes and can’t accommodate in-home drop-offs.

Some freight companies do offer inside delivery or “white glove” service as a paid upgrade, but Clay Imports does not offer or arrange these services, and we’re unable to bill them on your behalf due to liability and safety concerns. 

Typical residential LTL delivery looks like this:

  • Truck arrives at the curb, driveway, or garage

  • Driver lowers the pallet using a liftgate 

  • You unload or move the materials to your storage area

Be sure to have extra hands ready, as tile is heavy!

PLEASE NOTE: 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. 

REMINDER: 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 step is essential, as carriers and Clay Imports are unable to process damage claims later if no issues are documented at the time of delivery.

Visible Damage? Here's What to Do:

  • Take lots of photos of the pallet—wide shots and close-ups

  • Note the damage clearly on the delivery receipt

  • Move your materials to a safe spot

  • Email us at customersupport@clayimports.com within 48 hours with:

    • Photos

    • A description of the damage

    • Your order number

    • The total number of damaged tiles

    • A group photo showing all affected pieces (if there’s a lot—this helps us assist you faster)

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,  contact customersupport@clayimports.com immediately with:

  • Clear photos of the damage

  • A total count of affected tiles

  • Overview photos if multiple tiles are damaged

  • 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 is important that you contact Clay Imports directly regarding any damage or delivery concerns. Freight carriers are third-party providers and do not report issues to us or handle claim resolutions. You must notify us of any damage so we can assist promptly file the necessary claim on your behalf and guide you through the next steps.

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:

  • Accept delivery to the original address

  • Pick up from the nearest terminal

  • 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 was initially 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)