Freight Damage Policy

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When ordering tile, make sure you order a minimum of 10% extra for waste and breakage.  Ceramic and porcelain tile is very fragile prior to installation and a small percentage of broken tile is to be expected in a shipment.

We do our very best to pack shipments carefully for transit, however sometimes damages will occur during the shipping process. Since we use third party freight carriers to ship our products, we are held to their rules for filing claims.  For this reason we ask that you inspect tiles upon delivery. If your order arrives with damages, please contact our customer service department immediately. Concealed damage claims must be filed within 5 days of delivery per the carriers.  Please follow the steps below to file a freight damage claim so we can process your replacement tile order!

  1. If your pallet or boxes arrived with obvious visual damages, please make a note on the BOL (Bill of Lading) before signing for the product.
  2. Take several clear photos of the pallet and damaged tile.  As part of the claims process, we ask for these photos so that we can file a claim with our shipping provider and ensure the issue is handled.  Photos clearly depicting the damages are required by the freight companies.  A lack of good pictures will cause the claim to be denied by the freight company.
  3. Send the photos to orders@lotustileusa.com noting your order number and how many pieces/boxes arrived broken. Also include a copy of the note on the BOL, and any other relevant information about the handling & delivery (if there are any damages to exterior of the boxes, if a pallet arrived unwrapped, etc.)
  4. Important: Please submit any concealed damage claim to us along with the pictures of damaged tiles within 5 days after delivery.  We cannot accept your claim after the 5 days per the carriers rules. If your order shipped to a job site, you are responsible for making sure the shipment is inspected within this time frame.
  5. Please be sure to retain the damaged material until our claims process has been completed, as the shipping companies may require an audit of the damaged shipment.

Once we have received an email with your photos and the number of pieces damaged, please allow 1-3 business days to process and ship your replacement tile. (Please note: email submissions received after 5 pm EST on Friday will be responded to the following week.)


If only a chip or broken corner of the tile is found, oftentimes you or your contractor can still use the tile. If you still feel that your damaged tiles cannot be used, follow the instructions above.


 

 

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