Review our shipping policy. LTL Shipping transit times vary. Transit times may change due to weather, delivery appointments, and/or high freight volumes in your area
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 pick up the order.
Onsite contact information is required for delivery
Please note that 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 to arrange a delivery appointment within 48 hours of the truck arriving at your local terminal, storage fees will begin to accrue and 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
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.
When your order arrives, 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 Bill of Lading 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 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.