Shipping policy

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

At Clay Imports, we offer two types of shipments based on product weight and type: package service (UPS) and third-party freight (LTL or FTL). Shipping costs are calculated at the time of your order based on current rates and total weight. These rates are set by the carrier. All customers must agree to this shipping policy upon placing an order. These shipping terms are part of our Terms & Conditions of Sale. By placing an order, you accept and agree to them.

UPS SHIPMENTS

Sample orders and orders under 120 lbs ship via UPS Ground, unless otherwise requested. We do not ship to P.O. boxes or APO/FPO addresses.

Samples typically ship within 1–3 business days and arrive within 3–6 business days via ground service. Overnight shipping is available for an additional fee. To guarantee next-business-day delivery, place your order by 1 p.m. CST, Monday through Friday. Orders placed after 1 p.m. Friday will ship the next business day. We do not ship samples on weekends.

LTL SHIPMENTS (Less-than-Truckload)

Orders over 120 lbs ship via third-party LTL freight. Orders ship once fully complete—partial shipments are not offered. Once your order is transferred to the LTL carrier, you will receive tracking information.

Transit Times

Transit times for LTL shipments are typically 1-8 days, not including any additional transport from our Mexico warehouse. These are estimates and not guaranteed. Delays may occur due to distance, carrier logistics, combined transport modes (e.g., truck and boat), inclement weather, or customs inspections. Clay Imports is not responsible for shipping delays caused by the carrier.

Scheduling Delivery and Storage Fees

Once your shipment arrives at the local terminal, the carrier will contact you to schedule delivery. You must schedule your delivery within 48 hours of being contacted to avoid storage fees. Failure to do so will result in your order being held and additional fees being incurred. These fees must be paid before the order can be delivered.

If fees are not paid within two days, your shipment will be returned to Clay Imports. All storage, return, and redelivery fees must be paid in full before the order is reshipped. Orders returned for non-payment are not eligible for refunds.

Missed Delivery or Appointment Fees

Depending on the carrier’s policy, missed delivery appointments, refusal of delivery, or failure to be present may result in charges of $150 to $400 or more. These fees are assessed by the carrier and invoiced to you once received, often weeks after delivery.

Title and Risk of Loss

Title and risk of loss pass to the customer once Clay Imports transfers the order to the shipping carrier. From that point, any issues during transit must be addressed through the damage claims process.

Changes to Orders or Shipping Addresses

Order and shipping address changes can only be made prior to the creation of the Bill of Lading (BOL), typically 1–2 business days before tracking is issued. After the BOL is created, orders are final and cannot be changed or canceled.

Dock Pickup, Reconsignment, and Address Change Requests

If you request a dock pickup (also referred to by SAIA as a “dock manifest”), a reconsignment, or a delivery address change after the order has shipped, the carrier may assess an additional fee. Once confirmed, this fee will be invoiced to you. If payment is not received within 24–48 hours, depending on the carrier’s storage timeline, Clay Imports will remove the unpaid charge and proceed with delivery to the original shipping address listed on your order. No changes will be made without payment.

DELIVERY INFORMATION

  • Successful delivery requires accurate onsite contact information.
  • Someone must be present to receive and sign for the shipment.
  • All LTL deliveries are curbside only.
  • Drivers do not bring tile indoors.
  • Customers are responsible for moving materials from the curb to a covered area.
  • We recommend at least two people on-site for unloading. For more help, you may hire a third-party service.
  • Tile shipments are heavy. Each box may weigh 50 lbs or more, and full pallets can weigh 1,500 lbs+. Equipment and assistance are required.
  • Always inspect your shipment before signing the delivery receipt.
  • To reschedule, notify the shipping company 24 hours in advance to avoid fees.
  • Ensure the curbside area is accessible for the truck.

Signature and Delivery Without Contact

While most LTL deliveries are made with a scheduled appointment and require a signature, there are instances in which the carrier may proceed with delivery without obtaining a signature, particularly when no one is present during the scheduled delivery window. This may happen at the carrier's discretion, and Clay Imports is not responsible for deliveries completed in this manner if prior delivery notice was given.

If you are concerned about delivery timing or access, please reach out to the carrier directly once tracking is issued, or contact our team so we can assist in coordinating with them.

INSIDE DELIVERY LIMITATIONS

All LTL (Less-than-Truckload) shipments are delivered curbside only. This means the freight carrier is responsible for delivering the pallet(s) to the curb, end of the driveway, or the closest accessible point at the delivery address.

Drivers do not enter homes, garages, or buildings. This is not a matter of driver preference, but a standard industry policy driven by equipment constraints, liability concerns, and service efficiency.

Why Inside Delivery is Not Offered

  • Equipment Limitations: LTL trucks (28–53 feet) are built for dock delivery. Most do not carry pallet jacks or liftgates unless prearranged.
  • Liability and Safety: Entering homes can result in property damage or injury. Freight carriers limit responsibility to curbside.
  • Service Constraints: Inside delivery requires specialized services not provided by standard LTL carriers.
  • Third-Party Help: Customers may hire help, but Clay Imports is not involved and does not assume liability for third-party services.
  • Efficiency: LTL drivers service multiple deliveries per day and follow strict route schedules. Inside delivery would require extended time on-site, creating scheduling delays for other deliveries.

If your location presents challenges or you require special handling (e.g. stairs, restricted access, or interior delivery), we recommend hiring local labor or a logistics team to assist you at the time of delivery. Please keep in mind that these services must be arranged and paid for directly by the customer. Clay Imports cannot book, quote, or oversee third-party service providers. We do not assume liability for any damage or service issues that result from outside contractors.

DELIVERY COMMUNICATION AND EXPECTATIONS

At Clay Imports, we aim to keep you informed throughout the shipping process. However, once an order is transferred to a third-party carrier, such as SAIA or other LTL providers, the responsibility for final-mile coordination shifts to the carrier.

Delivery Scheduling vs. Delivery Execution

Once your shipment reaches the terminal, the carrier will contact you, usually by phone, but sometimes by email, to schedule delivery. Both methods are considered valid forms of contact. Clay Imports cannot control or modify the method the carrier uses to initiate contact. If a phone call was not received, we recommend checking your email inbox and spam folder for any carrier messages, particularly from addresses ending in @saia.com or similar.

SAIA Appointment Scheduling via Text

If your shipment is with SAIA, you may receive an automated text message to schedule your delivery appointment. This is part of their new system to streamline final delivery coordination.

  • The message will be sent to the phone number provided on your order.
  • It will include the proposed delivery date and time window.
  • You must reply to the text to confirm the appointment.
    • If no response is received, SAIA will attempt to follow up by phone or email.
    • If confirmation is still not received, your shipment may be held at the terminal until confirmation is provided.
  • The message typically arrives one day before your shipment reaches the local terminal. Once confirmed, delivery generally occurs within 24–48 hours.
  • If you have any questions or need to make special arrangements, we recommend contacting your local SAIA terminal directly. Terminal contact info can be found on your tracking page once your shipment is in transit.

Clay Imports shipping updates indicate you will be contacted to schedule, but do not guarantee a phone call or specific notice window. (e.g., 1–2 days in advance). We do our best to set expectations clearly, but delivery windows and contact protocols vary by carrier and region.

Verbal Assurances by Carrier Staff

Sometimes carrier reps offer verbal delivery commitments. Unfortunately, these are not always honored by the delivery team. We recommend confirming all delivery details in writing and preparing for the full delivery window.

ZONING CLASSIFICATIONS AND EXTRA CHARGES

  • Residential addresses (homes, apartments, farms, estates) incur additional charges due to limited access.
  • Non-commercial business addresses (businesses operated from homes or residences) are treated as residential and also subject to fees.
  • Commercial addresses typically do not incur extra charges and are assumed to have trailer access and loading docks.
    • These may not require an appointment call before delivery.

Accessorial Charges
Accessorials such as lift gate service, which assists in lowering materials from the truck, are recommended for residential deliveries or commercial locations without a forklift. Liftg ate accessorials are billed into the shipping charges.

DELIVERY RESTRICTIONS AND RISKS

Some addresses may be inaccessible due to narrow streets, steep driveways, or limited clearance. If the carrier cannot deliver, you must pick up the order at the terminal or provide an alternate address. 

Hard-to-Reach Areas

Extra charges may apply for deliveries to gated communities, remote areas, streets with blocked or limited access, or ferry-only zones. If your address might fall into one of these categories, please contact contact@clayimports.com. These charges are billed after order processing.

ADDRESS CHANGES AND REDELIVERY

If a delivery address change or redelivery is needed after your order ships, the carrier will notify us, and we will invoice you for the applicable fee. Charges vary based on pallet count and location. If the charge is not paid promptly, the shipment will proceed to the original shipping address.

Residential reclassification may also apply if your address was incorrectly marked as commercial.

TERMINAL PICK-UP

If you choose terminal pickup, SAIA will provide an estimated arrival window once tracking is available. Timing may shift slightly, but the terminal will call you when your order is ready.

  • You must pick up the order within 48 hours of its arrival to avoid storage fees.
  • Terminal pickups are typically available only on weekdays during operating hours. The person collecting the order must bring a valid photo ID and the pro number for verification.
  • Please inspect all materials at the terminal before accepting the shipment. Once accepted, damage claims cannot be submitted.
  • Orders are palletized. Be sure to bring a suitable vehicle and someone to help load. Terminal staff do not assist with moving or loading boxes into your vehicle.

      DAMAGE AND CLAIMS

      Inspect all shipments at delivery. Slight damage may occur in transit. Use damaged tiles for cuts if possible.

      Do not refuse delivery. Accept the shipment, document all issues, and contact us. Refusing may delay resolution and cause return fees.

      Replacement orders due to confirmed damage are prioritized.

      DAMAGE CLAIM PROCESS

        Customers are required to inspect all materials upon delivery. Claims for damaged or defective products must be submitted within 48–72 hours of receipt. To process a claim, we require clear documentation, including photos, written descriptions, and proof of the damage or defect.

        If documentation is incomplete, unclear, or submitted late, Clay Imports may decline the claim. We may also request additional photos or details to complete the review. Failure to provide requested documentation will result in the claim being denied.

        Replacements are issued at Clay Imports’ sole discretion based on the evidence provided. Replacement orders are prioritized but depend on product availability and freight scheduling. We also reserve the right to determine whether reported issues are due to natural handmade tile variations (such as color, surface, or edge irregularities), which are not considered defects.

        Do not refuse the shipment, even if there appears to be damage. Accept the delivery, note the damage, and document it thoroughly. Refusing delivery may delay resolution and cause additional fees.

        VISIBLE DAMAGE

        Visible damage includes broken or chipped tiles, crushed or wet boxes, missing tiles, torn shrink-wrap, or any packaging that appears compromised.

        If you observe visible damage:

        Before signing the delivery receipt, clearly describe the issue on the Bill of Lading (BOL), e.g., “4 boxes crushed on top layer” or “shrink-wrap torn and boxes exposed.”

        Take multiple photos, including:

        • Wide shots of the full pallet as it arrived
        • Close-ups of damaged boxes or tiles
        • Context photos showing how damage occurred
        • The signed delivery receipt with damage noted

        Keep all packaging until your claim is fully reviewed. Email customersupport@clayimports.com within 48 hours with:

        • Order number
        • Signed BOL or delivery receipt with notes
        • Written description of damage and count of affected tiles
        • All photos listed above
        • Overview photo showing all damaged tiles together

        A full inspection summary with total damaged tile count is required. Missing documentation or failure to note visible damage on the receipt voids eligibility for a claim.

        CONCEALED DAMAGE

        Concealed damage refers to breakage discovered after unpacking boxes that appeared intact at delivery. Examples include cracked tiles under undamaged packaging or tiles broken inside sealed boxes.

        Inspect all materials within 48–72 hours of delivery. If concealed damage is found:

        1. Take clear photos of all affected tiles, both close-up and wide-angle.
        2. Include images of unopened boxes showing no external damage and opened boxes showing the internal damage.
        3. Do not discard any packaging until the claim is complete.
        4. Email customersupport@clayimports.com with:
          - Order number
          - Written description of the damage and how it was found
          - Total count of damaged tiles
          - All photos showing damage and packaging context

        Claims submitted after the 72-hour window or without complete evidence may be denied. Clay Imports reserves the right to request further information before issuing any replacement or refund.

        FTL SHIPMENTS (FULL TRUCKLOAD)

        Certain high-volume orders may ship via FTL (Full Truckload) service when order size, weight, or efficiency requires a dedicated truck. These shipments involve exclusive use of a freight trailer and follow stricter delivery protocols than LTL.

        FTL shipments require additional equipment, site access, and on-site support. It is critical that the delivery location is fully prepared to receive a large truck and unload heavy materials safely and efficiently.

        FTL Delivery Requirements:

        • A forklift or commercial loading dock is available. FTL trailers do not include liftgate service, and hand-unloading is not possible due to weight and pallet volume.
        • A pallet jack is on-site, especially if pallets need to be moved indoors or into storage.
        • A crew of people is present to unload at delivery time.
        • There is sufficient access and space for a full 53-foot freight truck to safely enter, park, and unload. Your site must allow for truck clearance and meet all zoning/safety access requirements.

        Site Readiness Confirmation

        • The delivery address is suitable for a full truckload deliver.
        • All necessary equipment and personnel will be present
        • The delivery area is marked, accessible, and safe
        • Any gate codes, entry notes, or special site instructions are shared in advance

        If your site is not ready or does not meet these requirements, your order may be delayed, returned, or incur re-delivery or storage fees, which are your responsibility.

        If you're unsure whether your site qualifies or need help arranging a third-party warehouse or logistics provider, please email contact@clayimports.com before placing your order or ahead of your scheduled ship date.

        We strongly encourage all customers to address potential site or access concerns well in advance to avoid costly disruptions.

        INTERNATIONAL SHIPPING

        Canada

        We can deliver directly to destinations in Canada. Email contact@clayimports.com with potential order details for a shipping quote. 

        Clay Imports handles all duties, taxes, and import fees assessed by the destination country, unless unexpected fees arise after the shipment crosses the border. In most cases, you’ll receive your order without needing to pay anything additional upon delivery.

        Mexico

        We can deliver directly to destinations in Mexico. Email contact@clayimports.com with potential order details for a shipping quote.

        Shipments to Mexico are not subject to additional duties or import fees, as our materials are manufactured there and are not considered international imports under typical trade classifications. Standard shipping charges apply, but no import taxes or duties are expected.

        For orders shipped within Mexico, please review our Mexico Order Terms and Conditions. This document is provided in Spanish and applies to all domestic shipments within Mexico. It forms part of and is incorporated into the applicable policies on this site for Mexico-based orders.

        Other Countries

        We ship to U.S.-based freight forwarders. Rates vary by region ($230–$510+), with higher costs for remote locations. We can provide estimated weight and dimensions for quoting purposes.

        All duties, customs, VAT, and fees are the customer’s responsibility. We recommend contacting your local Customs office for a clear understanding of these charges before placing an order.

        International Parcel Shipping

        For orders under 75 lbs, DHL, or other parcel carriers may be available. Costs depend on weight, method, and destination.

        Accepted Payment Methods for International Orders

        • Wire transfer for full international orders
        • Credit cards for sample orders only