Order Terms and Conditions

We understand that mistakes are bound to happen, which is why we provide necessary resources to avoid common ordering errors. On our website, we offer product pages that include size specifications, grout joint recommendations, and a square footage conversion calculator to help you determine exactly how many tiles you need. We highly recommend adding 15-20% overage to your order to ensure that your project runs smoothly without any shortage.

If You've Made an Ordering Mistake

Our team is ready to assist you if you accidentally make a mistake when placing an order. Simply send us an email with the correct information, and we'll work hard to rectify the situation as soon as possible. Nevertheless, please keep in mind that it's the responsibility of every customer to review their order, guarantee that their measurements are correct, input the correct square footage, and check lead times before making a purchase. 

Notify Us Immediately of Any Order Inaccuracies


If you notice any issues with your order, please contact us right away. Delaying this could result in us being unable to correct the mistake within the same timeframe or at all. Please see our order modification policy below. 

Online or Draft Orders

• Please note that all materials are sold by the box. There may be slight differences in the box size from the website calculator to the actual delivery due to resource availability at that time. Nonetheless, the number of pieces included should remain consistent.
• We highly recommend adding 15-20% overage to your order to ensure that your project runs smoothly without any shortage.
• Inadequate material ordering will lead to costly and stressful add on orders, which can delay your project completion and complicates the artisans production schedule.
• Please be advised that we cannot guarantee that add-on orders will match, and we are unable to expedite orders in the event that supplies run low.

Order Modifications


Your order will be processed within 24–72 hours of receipt. Before placing an order, please ensure all details are accurate. 

In the event of a change request, kindly email us at contact@clayimports.com with your order number as soon as possible. All modification requests must be submitted in writing, as we do not accept them over the phone.

Please keep in mind that we reserve the right to implement change fees, which will be decided at our discretion. Additionally, please be aware that any changes made may result in a delay in the estimated completion time. We will make every effort to accommodate your request. 

What if my order has begun production?

Once your order has moved into the production queue, we will assess the possibility of accommodating any change requests based on the progress of your order. Modifying quantities, colors, patterns, or sizes may impact the original lead time and could incur change fees, at our discretion.

If the materials are finished before the estimated completion date, no changes can be made after they are completed. If they are on time, and once production is within 15 days of the original estimated completion date, changes to your made-to-order materials cannot be accommodated. 

What if my order has already been packed?

Changes to your order cannot be made once it has been packed for shipment.

What if I'd like to add on to my order before it ships?

If you choose to add more items to your current order before it ships, please note that we will only ship the order once all items are ready. We are unable to send partial shipments. Add-ons may delay shipping times.

If changes are made to the materials or quantity of a stock item, and its availability changes, there is a possibility of shipment delays as we await the necessary stock materials to become available.

In the event that the weight of the order changes and exceeds our flat rate shipping, you will be responsible for covering the additional shipping costs.  

What if my order has not been processed at all? Can I cancel my order?

Please see the cancellation policy below. 

What if I run short? I did not order enough tile. Add-on ordering

We understand that there may be times when you need more tiles, and we're here to help you. If you find yourself in need of an extra tile, please let us know that it's an add-on order and provide us with your original invoice number.

To ensure a smooth and efficient installation, we strongly advise verifying the quantity of tiles on-site covers the area before proceeding with installation. This proactive measure helps prevent the need for additional orders once installation has begun.

While we understand that you might be in the middle of an installation, please keep in mind that add-on orders are not eligible for expedited production or shipping. Regular processing times and shipping fees will apply.

Add-on orders will be priced based on the current price at the time of placing the order. We will try our best to match the original as closely as possible, but please note that due to the handcrafted nature of our tiles, we cannot guarantee an exact match in terms of color, sheen, thickness, or size.

Please be aware that add-on orders cannot be canceled, exchanged, or returned.

Clay Imports recommends ordering additional material with your initial order, as add-on orders at a later date may not match or the product might no longer be available.

PHONE ORDERS

In case of any discrepancies, we kindly ask that all phone orders be confirmed through an online invoice.

After you complete your purchase, please take a moment to review the order confirmation email that will be sent to you. It is the customer's responsibility to double-check the order details such as the material, quantities, colors, and size to make sure they are correct. If, for any reason, you do not receive an email confirmation (such as entering the wrong email address), please reach out to us immediately so we can provide you with the confirmation and verify your order.

Please note that we cannot be held responsible for any errors or mistakes on phone orders that have not been confirmed.

ONLINE PROMOTIONS AND DISCOUNTS