Shipping Policy

PLEASE REVIEW OUR SHIPPING POLICY

Please consider your order carefully and review samples prior to purchasing.

At Clay Imports, we offer two types of shipments for your convenience – package service (UPS, Fedex and USPS) and third-party freight (LTL) – based on the weight and type of product. While we provide shipping estimates at the time of your order, please note that they are subject to change. Our team or website calculates the shipping costs based on current prices and the combined weight of the materials. However, we assure you that we only charge you what the shipping company charges us, without seeking any profits from shipping charges. Please be aware that customers are required to agree to our shipping policy when placing an order.

 

GROUND SHIPMENTS

All sample orders and any order that weighs less than 120 lbs will ship via ground shipping (via UPS, Fedex or USPS), unless otherwise requested. We do not offer shipping to P.O. boxes or APO/FPO addresses. 

We ship samples via standard ground within 1-3 business days, with delivery typically taking 3-6 business days. For quicker delivery, overnight shipping is available for a custom fee, with delivery guaranteed the next business day. To ensure overnight delivery, please place your order by 1 p.m. Central Standard Time, Monday through Friday. Any overnight sample orders placed after 1 p.m. Central Standard Time on Friday will be shipped the following business day. We do not ship sample orders on weekends.

LTL SHIPMENTS

Clay Imports uses a third-party LTL shipping service and cannot change certain shipping policies held by said company. Orders that exceed 120 lbs will ship out LTL. 

We do not offer partial shipments for a single order. Your order will ship when the entire order is complete.

TRANSIT TIMES

Please note that transit times for LTL shipping can vary. Once the shipment is handed over to the LTL carrier and tracking is provided, anticipate a transit time of 4-8 days. It's important to note that this estimated transit time does not include transit from our Mexico warehouse. 


When it comes to LTL shipping, there are several factors that can affect transit times. Here are some additional pieces of context to keep in mind:

  • Distance: The farther your shipment needs to travel, the longer it will take to arrive.
  • Carrier: Different LTL carriers may have different transit times, depending on their network and resources.
  • Mode of transportation: Depending on the carrier, your shipment may travel by various trucks or a combination of truck and boat. This can impact the overall transit time.
  • Weather: Inclement weather can cause delays in transit, particularly during winter months in certain regions.
  • Customs: If your shipment is crossing international borders, there may be additional delays due to customs inspections and processing.

It's also worth noting that while the estimated transit time provided by the LTL carrier is a good guideline, it's not a guarantee. There may be unforeseen circumstances that cause delays in transit. If you have any concerns about your shipment, don't hesitate to reach out to your carrier for updates. Clay Imports is not responsible for any delays applied by said shipping company.

SCHEDULING DELIVERY & STORAGE FEES

Once your order has been shipped, the shipping company will call you to schedule a delivery appointment window. Please keep in mind that if the shipping company cannot reach you to set up an appointment within 48 hours of the truck's arrival at your local terminal, storage fees will begin to accumulate. These fees vary depending on the number of days and pallets. Your material will not be delivered until all charges, including shipping costs, have been invoiced and paid by the customer.

In the event of accrued storage fees, you will have two days to settle the outstanding amount. If the fees are not paid, the order will be returned to Clay Imports. Please note that we will not re-ship your order until the storage fees, return shipment and re-delivery costs have been paid. We regret to inform you that if you fail to pay the fees, we will be unable to issue any refund on your order.

DELIVERY

It is crucial to have onsite contact information (name and phone number) to ensure a successful delivery. Here are some additional points that can help you prepare for your delivery:

  • Someone must be present to unload and sign for the order.
  • Keep in mind that the drivers are not responsible for transporting the tile from the curb. All LTL deliveries are CURBSIDE.
  • It is recommended to have at least two people available to unload the tile from the curb and bring it inside. If you need additional assistance, it is best to arrange for a third-party service to help you move the tile.
  • Make sure to inspect the delivery for any damages or discrepancies before signing the delivery receipt. If there are any issues, note them on the receipt and contact us immediately.
  • If you need to reschedule the delivery appointment, make sure to contact the shipping company at least 24 hours in advance to avoid any additional fees.
  • It is recommended to have a clear pathway at the curb to ensure a smooth delivery process.

    RESIDENTIAL ADDRESSES

    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 ADDRESSES

    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.

    COMMERCIAL ADDRESSES

    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 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 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 | RECONSIGNMENT

    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 or prior to shipping.

    We notify you of the shipping address prior to the creation of the BOL, if we do not hear back regarding and address change prior to creation of the BOL, you will be charged the fee to change the address.

    If there is a a reconsignment, delivery change, or dock pick up request, you will be charged the corresponding amount charged to us by the freight carrier. 

    DAMAGE AND CLAIMS

    To ensure that you are receiving the best quality tiles, we conduct a thorough inspection process before they leave our facility. However, despite our best efforts, some tiles may still sustain minor damage during shipping. Rest assured that we are committed to providing you with the best possible customer service, and we will work with you to resolve any issues that may arise. 

    If you do receive tiles that are chipped or scratched, don't worry. These pieces can still be used for cuts and smaller installations. 

    If you do encounter any issues with your order, please don't hesitate to reach out to our customer service team. We are always here to help and will do everything we can to make sure you are completely satisfied with your purchase. 

    It's always frustrating to receive a damaged item, especially after waiting for it to arrive. However, it's good to know that if a replacement order is necessary due to shipping damage, it will be considered a priority. This means that the we will do everything we can to ensure that the replacement order is processed as quickly as possible. We kindly ask for your patience during the replacement process. While it may not be able to be rushed, rest assured that we are prioritizing your replacement order.

    Important: Don't Refuse Shipment | 
If you receive a damaged shipment, please do not refuse it. Although some tiles may be damaged, the majority are still usable, and only a fraction of them may need replacement. If you refuse shipment due to damage, you may be charged for additional shipping fees for sending the usable tiles back to Clay Imports or to your job site. Furthermore, this will cause a delay in any claims and replacement orders.

    Customer is responsible for the inspection of all material when received. 

    • To ensure that we can replace defective or damaged deliveries, we reserve the right to request documentation that clearly shows the damage or defects. If you fail to provide accurate and precise documentation, we may have to refuse the replacement.
    • 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 visible damage can be accepted if not noted at the time of delivery.
    • Damage notifications must be sent to customersupport@clayimports.com within the following 48-72 hours depending 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

    If you're located outside of the U.S., we can deliver your order to a freight forwarder of your choice. Freight forwarders act as intermediaries between us and the shipping company, ensuring your order reaches its final destination. To get a quote on the material and shipping to your preferred freight forwarder, please contact us at contact@clayimports.com.

    For those in Canada and Mexico, we can manage the shipment from our warehouse directly to your final destination. To obtain a shipping quote, please reach out to us at contact@clayimports.com.

    INTERNATIONAL PARCEL SHIPPING RATES

    International shipping cost for parcel shipments is determined by the weight of the package, the shipping method, and the destination. 

    INTERNATIONAL 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.

    INTERNATIONAL | ACCEPTED PAYMENTS

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