Order Terms and Conditions
CLAY IMPORTS ORDER TERMS AND CONDITIONS
You must review and agree to these Order Terms and Conditions before placing any order with Clay Imports.
Our Commitment to Your Satisfaction
At Clay Imports, your satisfaction is our top priority. We take great pride in our materials and aim to support you through every stage of your purchase. These terms are intended to ensure clarity and a seamless experience for both parties.
Material & Production Variation
Many Clay Imports products are handmade or produced using processes that naturally create variation. Depending on the material and production method, variations may occur in color, shade, size, shape, texture, thickness, flatness, surface characteristics, and finish.
Variation may occur from piece to piece, box to box, and between production runs. Materials may also vary from samples, showroom displays, photography, or previously purchased material.
These differences are natural and expected characteristics of many of our materials. The type and degree of variation will differ by product, and we encourage customers to review product-specific information and samples before ordering.
By purchasing our products, customers acknowledge and accept the expected variation associated with their selected material. Expected variation is not considered a defect or eligible reason for return, exchange, or claim.
Reviewing Samples
Examining physical samples helps you make confident, informed decisions. Materials may appear differently in person than in photographs or digital representations due to lighting, environment, production methods, and natural variation.
Samples are intended to be representative of the material’s general color and finish but may not reflect the full range of variation within a batch or future production run.
We strongly encourage reviewing samples in your installation environment prior to placing a full order. Confirming your selection before ordering helps prevent costly changes, delays, or dissatisfaction.
Final material selection and approval remain the responsibility of the customer.
Consulting Our Team
Our experienced team members are available to guide you through your selection process and help bring your vision to life. We’re happy to recommend materials, patterns, and finishes aligned with your goals, and to provide technical support and product-specific guidance.
All recommendations are offered as general guidance based on the information provided. Final material selection, installation methods, site conditions, and suitability for your specific project remain the responsibility of the customer and/or their installer. We strongly encourage confirming all details with your contractor prior to purchase and installation.
Working with us early in the process can help minimize surprises later, but ultimate project decisions and outcomes remain outside of Clay Imports’ control.
Preventing Order Mistakes
To ensure the best results, we recommend carefully reviewing your order details before submitting. Inaccurate quantities or selections can delay your project and increase costs.
Our website includes tools such as square footage calculators, size charts, and grout joint recommendations. We strongly advise ordering 15–20% more than your measured square footage to account for waste, cuts, and future repairs.
Customers are responsible for verifying quantities, colors, and dimensions prior to purchase.
Ordering Errors
If you realize there is an error after placing your order, please contact us as soon as possible at contact@clayimports.com. While we’ll make every effort to help, customers remain responsible for their order accuracy.
- Timely communication allows us to assess the possibility of corrections.
- Delays may result in the order moving to production, where changes are limited.
- Lead times and pricing may be affected by modifications or reorders.
Reporting Order Issues
Customers are responsible for inspecting all materials promptly upon delivery.
Visible freight damage must be documented at delivery and reported within 48 hours. Concealed freight damage, missing material, incorrect material, and quantity discrepancies must be reported within 72 hours of delivery.
Potential manufacturing defects must be reported within 90 days of purchase and before the affected material is installed. Installation constitutes acceptance of the affected material.
Please review our Shipping Policy and Refund Policy for complete claim requirements, documentation requirements, and eligibility.
Accuracy of Product Information
We strive to present our products as accurately and transparently as possible across all platforms. However, due to natural material variation, production methods, and the dynamics of inventory and production, product details may evolve without notice.
- Product listings, including dimensions, materials, and finishes, may be updated or revised as needed.
- Images and renderings are intended to serve as helpful references, but they may not reflect the most current product batches.
- If you require additional clarity or assurance about any aspect of a product, please contact our team before placing your order.
Visual Product Accuracy
Because many of our materials naturally vary, differences in appearance are expected. These variations can affect the final look of your installation and may not be fully captured in photographs.
- Photographs may differ from the actual product in terms of color, sheen, tone, and texture due to lighting, screen settings, or batch differences.
- Installation images reflect unique projects and conditions and may include different lighting, grout choices, or layouts that influence final appearance.
- We strongly recommend reading detailed product descriptions and ordering samples to evaluate materials in person before committing to a larger order.
Box Quantities
The number of pieces within each box may vary, but the total number of pieces you ordered will not. Your order will be fulfilled according to the total piece quantity purchased, regardless of how those pieces are distributed among boxes.
Square footage and box calculations shown online are provided for ordering convenience and may be approximate.
We generally recommend ordering additional overage to account for cuts, waste, variation, and future repairs. Recommended overage varies by product, layout, installation, and desired level of hand-selection; please review the applicable product guidance before ordering.
Order Modifications
Once an order is placed, production and fulfillment may begin quickly. Modification requests are subject to the order’s current production and fulfillment status and may not always be possible.
Changes to products, quantities, shipping details, or other order information may result in additional costs, fees, or changes to the estimated lead time.
Cancellation requests are subject to our Cancellation Policy, including applicable eligibility requirements and fees. Please review the Cancellation Policy for complete details before placing your order.
If you add items before shipping:
- The full order will ship only when all items are ready.
- Shipping charges may increase if the order weight exceeds flat-rate thresholds.
Add-On Orders
If you find yourself needing additional materials, we will do our best to assist. Please reference your original invoice and indicate the order is an add-on.
- While we will attempt to match the original batch, exact matches are not guaranteed.
- Add-on orders are subject to current pricing and standard production timelines. They cannot be canceled or returned.
- Expedited services are not available for add-ons.
Phone Orders
Orders placed via phone must be confirmed by an emailed invoice. Customers are responsible for verifying all details. Carefully review the confirmation email for accuracy. We are not responsible for errors on unconfirmed phone orders.
Promotions & Discounts
Promotional discounts are occasionally offered through Clay Imports and are subject to the following terms and conditions:
- Promotions are valid for a limited time only and are not valid with any other offers or discounts unless otherwise specified.
- Discounts may apply only to purchases made through the website or the platform indicated in the promotion.
- Promotions cannot be applied to previous purchases, taxes, or shipping charges.
- Discounts are applied before taxes and shipping and have no cash value.
- Promotional codes may be limited to one-time use per customer unless explicitly stated otherwise.
- All promotions are subject to change or cancellation at Clay Imports' discretion without prior notice.
By using a promotional discount, you agree to these terms in full.
Return Policy
All sales are final.
Due to the handcrafted nature of our products, we do not accept returns or exchanges unless the product is undeniably defective. If you receive an item you believe to be defective:
Expected material and production variation is not considered a defect or eligible reason for return, exchange, or claim.
If you believe your order contains a manufacturing defect or production error, please contact us promptly and before installation. Claims must include clear supporting images or documentation and are subject to the eligibility requirements outlined in our Refund Policy.
Please review our full Return Policy for complete information and claim instructions.
Cancellation Policy
Please review our separate Cancellation Policy for detailed terms related to the cancellation of online and custom orders, including eligibility windows and potential fees.
Lead Times
We make every effort to meet estimated lead times, but they are subject to change due to factors such as production, availability, and logistics.
- Customers will be notified if lead times shift significantly.
- We do not offer compensation or cancellations due to production delays.
Transit Times
Delivery times vary depending on carrier operations and shipping conditions. We are committed to working with our shipping partners to ensure materials are delivered as quickly and efficiently as possible.
While we strive to provide accurate estimated delivery dates, we cannot guarantee that a shipment will arrive on a specific day or time.
Freight transit times may vary due to:
- Distance between origin and destination
- Mode of transportation
- Weather conditions or natural disasters
- Terminal congestion or logistics efficiency
- Customs clearance and border crossing delays
- Unexpected events such as accidents or breakdowns
Delays can occur at various stages including loading, transit, and unloading. It is essential to plan for potential transit delays, even when working with trusted carriers.
Orders are packed and shipped with our next available shipment. Please note that time may pass between your order completion and the next scheduled freight, which could cause a short delay in final delivery.
For additional information regarding shipping, please review our Shipping Policy in its entirety.
Post-Installation Policy
Once materials supplied by Clay Imports have been installed, we are no longer responsible for their condition, performance, or appearance. Installation serves as confirmation that the product has been accepted in its delivered state.
- Installation of any product constitutes acceptance of the material “as is.”
- No claims for defects, irregularities, or dissatisfaction will be accepted after installation.
- It is the responsibility of both the installer and the customer to thoroughly inspect all materials before installation begins.
Variations in color, shade, size, shape, texture, thickness, surface characteristics, and finish may be expected depending on the material and production method. Expected variation does not constitute a defect. Careful inspection, layout planning, and approval of all materials prior to installation are strongly recommended. Any concerns must be raised before the affected materials are permanently installed.
Mexico Orders – Terms and Conditions
For orders shipped within Mexico, please review our Mexico Order Terms and Conditions. This document is provided in Spanish and applies to all domestic shipments within Mexico. It forms part of and is incorporated into the applicable policies on this site for Mexico-based orders.