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 handmade 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.

Handmade Variation

Our tiles are intentionally handmade, which means each piece carries its own unique character. As a result, variations in color, shade, size, texture, and surface finish are inherent features of our products, not defects.

We strongly encourage all customers to review samples before placing a full order to better understand and appreciate these artisan characteristics.

  • Variations are a natural and expected outcome of traditional handmade production methods.
  • No two pieces are identical; this uniqueness adds value and authenticity.
  • These differences should be embraced as a hallmark of craftsmanship.

Reviewing Samples

Examining physical samples helps you make confident, informed decisions. Our handmade materials can appear differently in person than in photographs or digital representations. Samples allow you to evaluate the color, sheen, and texture in your own space and lighting conditions. Reviewing samples can help confirm suitability before committing to a larger order. This extra step helps prevent costly changes, delays, or dissatisfaction.

Consulting Our Team

Our experienced team members are available to guide you through your selection process and ensure your vision is realized. We can recommend materials, patterns, and finishes aligned with your goals. Our team offers technical support and product-specific advice. Working with us early in the process helps minimize surprises later.

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

We encourage you to carefully inspect your order immediately upon delivery. If there are any issues, such as missing, damaged, or incorrect items, please notify us right away so we can address the problem in a timely and effective manner.

  • Prompt reporting of discrepancies increases the likelihood that we can correct the issue.
  • Delayed notification may limit our ability to offer a resolution.
  • Claims reported after significant time has passed may be deemed ineligible for remedy.

Timely communication is essential to protect your order and ensure your satisfaction.

Accuracy of Product Information

We strive to present our products as accurately and transparently as possible across all platforms. However, due to the handmade nature of our products 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 our materials are handmade, some variation in appearance is 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 

All tiles are sold by the box, and actual delivery quantities may vary slightly from online calculations, but the pieces provided should not vary. To maintain consistency and avoid mismatches:

We recommend ordering 15–20% overage with your initial order.

Order Modifications

Once submitted, your order begins processing within 24–72 hours. Modification requests must be made in writing to contact@clayimports.com and are not accepted by phone.

  • Change requests may incur additional fees and extend your lead time.
  • Orders already in production—or within 15 days of completion—may not be eligible for changes.
  • No modifications can be made after materials are packed.

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.

Clay Rewards Program

Participation in the Clay Imports Rewards Program ("Program") is subject to the following terms and may be modified or discontinued at any time without prior notice. Clay Imports reserves the right to adjust, revoke, or limit points, tier status, or rewards if abuse, error, or fraudulent activity is suspected.

  • Points have no cash value and cannot be redeemed for cash, transferred, or combined across multiple accounts.
  • Rewards may not be used toward bundles, installation materials (including grouts, sealers, or cleaners), taxes, shipping, or past purchases.
  • Points are awarded based on qualifying purchases and actions as defined by Clay Imports. Certain items, such as gift cards or discounted products, may be excluded from points accrual.
  • Points and rewards will be adjusted in the event of order refunds, cancellations, or partial refunds.
  • Tier benefits and point multipliers are tied to annual spend and may reset at the beginning of each calendar year.
  • Discount codes issued through tier benefits are valid for one year unless otherwise noted.
  • Redeemed rewards are final and are not refundable or exchangeable.

By participating in the Program, you agree to all terms and conditions as outlined above. Clay Imports reserves the right to interpret and enforce these terms at its sole discretion.

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:

You must submit a claim with clear supporting images or documentation within 90 days of purchase. Our team will review your submission to determine if the issue exceeds expected handmade variation. If approved, we will provide a replacement of the same size and style as originally ordered. Standard lead times may apply.

We do not offer refunds or replacements for items that have already been installed, as installation indicates acceptance of the product in its received condition.

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.

Due to the handcrafted nature of our products, variations in color, texture, and dimension are to be expected. These characteristics do not constitute defects. Therefore, careful inspection, layout planning, and approval of all materials prior to installation are strongly recommended. Any concerns must be raised before the materials are permanently applied.