All orders are shipped by either package service (UPS) or a 3rd party freight (LTL) depending on weight and product type. Orders that exceed 110 lbs will ship out LTL. Shipping estimates will be quoted at the time of order but are subject to change. Please note Clay Imports estimates all shipping costs based on up-to-date prices and the combined weight of your materials. We only charge you what is charged by the shipping company and never seek to profit in any way from shipping charges.
All sample orders and any order that weighs less than 100lbs will ship via UPS Ground, unless otherwise requested. For Next Day Air and 2nd Day shipping shoot us an email at firstname.lastname@example.org. Please note that we do not offer shipping to P.O. boxes or APO/FPO addresses.
Clay Imports uses a third-party LTL shipping service and cannot change certain shipping policies held by said company. LTL Shipping transit time varies, but is typically 4-8 transit days from the moment 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, however you will be 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 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 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 zoned 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.
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.
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, they will be unable to deliver to an 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.
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 email@example.com. These charges will be assessed after your order is processed, and you will be contacted to provide payment for said charges.
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.
Considering that our tiles are handmade and hand packed, they are susceptible to damage. Also, sometimes 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.
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 48hrs-72 hrs from receipt of the material.
The following information must be provided:
– Copy of delivery receipt with damaged noted
– Type of damage
– Qty of damage
– Photos of damaged pallet and boxes
– Photos of damaged material
– Consignee and contact information
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 48hr-72hrs from receipt of the material.
The following information must be provided:
-Type of damage
-Qty of damage
-Photos of damaged material
-Consignee and contact information
***Customer is responsible for the inspection of all material when received. Pictures will be required to assist in any claim for damaged material. Please note any damage 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 and notification must be sent to us within the following 48 hours.***