SHIPPING POLICY

All orders are shipped by either package service (UPS) or third-party party freight (LTL) depending on weight and product type. Shipping estimates are quoted at the time of order, but are subject to change. Clay Imports estimates shipping costs based on up-to-date prices and the combined weight of materials. We only charge you what is charged by the shipping company and never seek to profit in any way from shipping charges. Customers must agree to our shipping policy when placing an order.

Need a shipping quote? Submit the form below.


UPS SHIPMENTS

All sample orders and any order that weighs less than 100lbs will ship via UPS Ground, unless otherwise requested. We do not offer shipping to P.O. boxes or APO/FPO addresses.


LTL SHIPMENTS

Clay Imports uses a third-party LTL shipping service and cannot change certain shipping policies held by said company. Orders that exceed 110 lbs will ship out LTL.

LTL Shipping transit times vary, but is typically 4-8 transit days from the time the order leaves our warehouse.Transit times may change due to weather, delivery appointments, and/or high freight volumes in your area. Clay Imports is not responsible for any delays applied by said shipping company.

TO ENSURE A SUCCESSFUL DELIVERY, we require onsite contact information (Name and Phone Number)

  • Please note that all orders are curbside. Drivers will usually unload the delivery off of the truck.
  • You are responsible for getting your order inside and from the curb. The driver will not take the tile into your home or business.
  •  
  • Someone must be present to unload and sign for the order. Shipping company will usually call you to arrange a delivery appointment.


Please note​ that ​if the shipping company is unable to contact you within 48 hours, storage fees (minimum charges are $75) will begin to accrue and tiles will not re-ship until all fees and shipping costs have been invoiced and paid by the customer.

RESIDENTIAL ADDRESS

Residential addresses have an additional shipping charge. Residentially zoned locations are not typically freight truck-friendly and considered limited access. This includes apartments, residences, farms, estates, remote locations, and possibly even schools and churches.

NON COMMERCIAL ZONED BUSINESS ADDRESS

Non commercial zoned Business addresses have an additional shipping charge. Not all businesses are in commercially zoned areas. Any business being operated from a home, apartment, or other dwelling where people live on the premises is considered to be a residential address. Residential deliveries that were previously listed as a business address will be charged a Residential Redress Fee depending on what we are billed.

COMMERICAL ZONED ADDRESS

Commercial zoned addresses do not have an additional shipping charge. Typically these addresses are zoned as commercial real estate. Most commercial sites have trailer access and a loading dock.

ACCESSORIALS

All accessorial have an additional charge per accessorial.

LIFT GATE SERVICE

Lift Gate Service is a mechanical device that is attached on the back of a delivery truck to raise and lower material to and from the ground. Lift gate service is highly recommended for residential zoned areas and commercial zoned areas who do not have a forklift to unload.

INSIDE DELIVERY SERVICE

Inside Delivery Service involves the carrier moving the pallet to the driveway, porch, or garage. Drivers will not take freight inside a home. The driver must be able to easily access the drop off with the pallet jack. If the pathway is not easily accessible and the driver has trouble, we will not be responsible for any additional fees that may accrue. Inside delivery does not mean the driver will help unpacking your pallet once he drops off in designated area.

POTENTIAL DELIVERY ISSUES / ANTICIPATED DELIVERY RISKS / DELIVERY DISCLAIMER

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 which can be reached by our freight shipping partner.

HARD-TO-REACH AREAS

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 contact@clayimports.com. These charges will be assessed after your order is processed, and you will be contacted to provide payment for said charges.

RE-DELIVERY

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.

CLAIMS

Considering that our tiles are handmade and hand packed, they are susceptible to damage. On occassion, items get damaged during shipping. It is expected that a very small percentage of your tile will arrive chipped or scratched. Please note that these pieces can be used for cuts.

Do not refuse the shipment or damaged portions of the shipment, generally, the majority of tiles are still usable and only a small portion of tiles may need to be replaced. If you refuse shipment due to damage, you may be liable for any additional shipping fees associated with shipping the usable tile back to Clay Imports or to your job site. Additionally, this will delay any claims and replacement orders.

Customer is responsible for the inspection of all material when received. Pictures will be required to assist in any claim for damaged material. Any damage must be noted on the freight company Bill of Lading at the time of delivery. No claim for damage can be accepted if not noted at the time of delivery. Damage notifications must be sent to logisitics@clayimports.com within the following 48-72 hours depensing on the type of damage.

VISIBLE DAMAGE

If your shipment is visibly damaged, you should provide an accurate and clear report of the damage. Visible Damage must be reported to us within 48 hours from receipt of the material.

The following information must be provided:
– Copy of delivery receipt (BOL) with damaged noted
– Type of damage
– Qty of material damage
– Photos of damaged pallet and boxes
– Photos of damaged material
– Consignee and contact information

CONCEALED DAMAGE

Concealed damage is when damage that could not have been determined at the time of delivery is discovered by the consignee (for example, if there was no visible damage to the outer packaging, but damage was discovered once a carton was opened). Concealed Damage must be reported to us within 48-72 hours from receipt of the material.

The following information must be provided:
-Type of damage
-Qty of material damage
-Photos of damaged material
-Consignee and contact information


INTERNATIONAL SHIPMENTS

WE SHIP WORLDWIDE - In order to receive an international shipping quote, please submit the form below. Once received, we will review and respond within 4-5 business days.

We can either deliver your order to a freight forwarder of your choice located within the U.S. or handle the shipment from our warehouse to your final destination!

SHIPPING RATES

International shipping cost is determined by the weight of the package, the shipping method, and the destination. Please note that customs, import duties, and taxes fees are not part of the shipping cost.

DUTIES AND TAXES

On international orders, the recipient is responsible for payment of any applicable duties, taxes and other fees. Please contact your Customs office for information on duties and taxes. The amount depends on the value of your purchase.

ACCEPTED PAYMENTS

We accept wire transfer only for international orders. Sample orders can be paid by credit card.