Shipping policy
Ordering and Lead Times
Your full order will ship together once all tiles are in stock in our warehouse. Orders with multiple lead times will not ship until all tiles are available to ship together.
In stock tile orders ship within 2-3 business days of order receipt. Custom tile and special order lead times vary depending on the design and production timeline of the tiles. All lead times provided are estimated arrival times to our warehouses and can vary depending shipping timelines from the manufacturers, customs inspections, and port congestion.
We will make every effort to meet or reduce lead times where possible, but there are no guarantees due to the custom nature of the manufacturing process and inherent challenges with international logistics.
Once tiles arrive to our warehouse, it can take up to 3 business days to prepare your order for LTL shipping.
All customers are solely responsible for providing measurements and quantities needed for each order. In addition, all customers are strongly advised to order 15-20% more tile than necessary to ensure that enough product is on-hand to successfully complete and curate the installation. Please consult your tile installer to ensure that your take-off quantity and overage calculations are correct.
If your calculations are incorrect and you require additional tile to complete your installation, we cannot guarantee that we will have your tiles in stock, and an additional lead time may apply. Trying to save a few hundred dollars by decreasing or eliminating the standard 15% overage is the most common mistake customers make when placing orders. This mistake can end up costing 5-10 times more to place small incremental orders AND significantly delay projects by weeks or months. Our website automatically generates a 15% overage calculation by tile type when calculating box quantities. We cannot advise strongly enough to ensure that you have 15-20% overage on all of your orders to ensure your project is successful!
Shipping
Zia Tile ships throughout the US, Canada, and internationally, upon request. All of our orders that ship throughout the US and Canada ship via LTL trucking providers. The LTL trucking company that is contracted to deliver your order will contact you to arrange a specific date and time for curbside delivery. All deliveries are made on a pallet, and each tile box weighs 35-55 lbs, so it is very important to coordinate your tile delivery with your contractor or installer in advance so that you have the proper labor on-site at the time of delivery to move the boxes from the curbside. Someone will need to be onsite throughout the delivery appointment timeframe to sign for and accept the delivery.
During delivery, all customers are responsible for inspecting the shipment for shortages or damages against the packing slip and noting those damages with the driver on the Bill of Lading. If there are any issues, please contact Zia Tile as soon as possible but no more than 48 hours after delivery. We will work to replace any items damaged in transit as quickly as possible. Any issues with the delivery must be photographed and noted with the delivery driver on the shipping documentation in order to initiate a claim. In the case of damage in transit, the claims agents for the shipping company will request photos and written documentation to process the claim, so it is critical that you document any issues during the delivery process. Zia Tile must be contacted about any delivery issue or damage within the 48 hour window that North American shipping companies allow to process a freight claim. After that timeframe, customers have accepted their tile and no freight claim, tile replacement, or refund for damage is possible.
Any missed deliveries or delivery refusals will result in storage and redelivery fees paid to the trucking company. Unfortunately these fees are charged by each carrier company and payment is required by the customer prior to delivery.
The Successful Delivery Checklist:
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Check all items against packing list during the delivery
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Take photos and note any damage with the delivery driver on the BOL
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Contact us immediately if needed