Shipping and Return

Shipping

MOTIF TILE INC currently ships anywhere in the United States and Canada (Canadian customers please call to get a shipping quote). We strive to get our customers the most competitive shipping rates available (please contact us to get freight rates for Hawaii or Alaska). For any other countries, please contact us and we will be glad to get a freight quote for you.

Samples are shipped via UPS or FedEx Ground, but all orders (minimum order of 4 boxes) are shipped via common carrier (trucking companies). This freight is commonly known as LTL (less than truckload) quantities. Our freight companies are some of the most respected in the industry, while at the same time providing you with excellent pricing. Note: Your chosen or preferred shipping method may not always be available due to pick-up times, weight constraints, or other shipping factors.

In-stock orders usually ship in 2-3 business days after payments. Shipping transit time varies but is typically 2-7 days from the time the order leaves our warehouses. Order fulfillment and transit times can vary by order or time of year, so please contact us with any questions. If an order is back ordered or out of stock, we will notify you and make you aware of your options.

Exceptional shipping circumstances or special requests (such as special order shipments from multiple warehouses and/or multiple ports and/or requested split shipments) may require additional shipping charges. You will be contacted to discuss available options.

All orders are curbside. Drivers will usually unload the delivery off the truck, but you will be responsible for getting your order inside and from the curb. Someone must be present to unload and sign the order. The driver will not take the tile into your home or business. Our shipping company will usually call you to arrange delivery.

Delivering to a business or local freight terminal is typically a little cheaper than delivering to a residence. If delivering to a residence please check the appropriate box at checkout. If a residential address is noted as a business delivery extra charges will be applied. Commercial addresses are determined by the freight company. (Typically these are a warehouse, loading dock, or business with a forklift. Businesses operating out of a residence do not qualify.)

If you need special delivery options such as a lift gate, inside delivery, or handicapped assistance, please notify the freight company and they may be able to arrange for an extra fee. MOTIF TILE INC will not be responsible for these additional fees. They will be the responsibility of the customer. Any re-delivery fees will also be the customer’s responsibility.

Someone must sign for and inspect the merchandise. The correct quantity, correct material, or any damage (see Damage below) should be noted before signing for the order. Do not allow the driver to leave without signing for the material. All claims for shortage, incorrect product, or damage must be made within 3 days and noted on the bill of lading.

Damage

Damage due to shipping is rare but does happen occasionally. Please inspect delivery for damage immediately. Any claim for damage or incorrect material must be noted on the driver’s bill of lading. A delivery exception should be made with the freight company. All claims must be noted so that damaged material can be replaced and so that we can be reimbursed by the trucking company. You will be asked to send supporting documentation and pictures as part of a claim. If damage is not noted on driver’s paperwork we will be unable to file a claim and customer will be responsible for stock and shipping charges. All claims for damaged, lost, or stolen material must be made against the freight company.

Please do not refuse the shipment! If you find damage, missing material, or incorrect quantities accept the shipment and note the issues in detail on the receipt with the driver. If damage is properly noted, we can begin the process of getting replacement material to you. When a shipment is refused, the material is shipped back to the freight carrier’s warehouse or it is redelivered to you. Both options will create additional charges. If you do have a problem with a shipment, please accept the delivery and contact us for instructions.

Returns

All material is considered special order. MOTIF TILE INC does not accept returns on cement tile products. We encourage viewing samples prior to ordering.

Shade variations are part of the inherent beauty of encaustic cement tile. MOTIF TILE INC does not warranty against shade variations. Any signed material is considered accepted by the customer. It is recommended that all materials are examined in person before ordering. Although best effort is made to ensure product images are as close as possible to the actual product, variations in shade, color, or appearance are possible. Monitor settings can also play a role in the representation of a picture. If you are still unsure, contact us or your local showroom for samples. MOTIF TILE INC is not responsible for the appearance or differences of samples provided by manufacturers or local suppliers/showrooms.

The best way to avoid extra material or material shortages is to take steps to correctly measure your flooring. You should include waste to allow for cutting and layout issues and at the same time minimize excess material. Typically 10% waste is recommended. It is in the best interest of the customer to keep several cartons of extra material to allow for unexpected damage or repairs. Cement Tile is a handmade material and future orders or additional material for shortage may not match.

You may cancel an order within 24 hours of purchase. If the material has already shipped, you will be responsible for any shipping costs plus a restocking fee of 30%.

We must be notified in advance to issue a return authorization due to defective material or incorrect order. Please call (972)-685-5611 or email [email protected] to arrange. Returns will be credited after flooring is received, examined, and restocked at our warehouse.