Damage Claims Policy
At Tile On, we take great care in packaging every order to ensure it arrives safely. However, because tile products are shipped through third-party carriers, damage may occasionally occur during transit.
To ensure a smooth resolution, we kindly ask customers to inspect all materials immediately upon delivery.
All damage claims must be reported within 72 hours of delivery.
If your shipment arrives damaged, please do not submit a return request. Instead, follow the steps below so our team can promptly arrange a replacement.
How to Report Shipping Damage
If your shipment arrives with visible damage, please follow these steps:
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Note the damage on the delivery receipt or Bill of Lading (BOL) before signing for the shipment.
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Take clear photographs of the damaged tiles as well as the exterior packaging and pallet.
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Submit a Damage Claim through our claims portal and include:
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Your Tile On order number
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The number of damaged pieces
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Photos of the damaged materials and packaging
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Any additional details regarding the delivery condition
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Claims must be submitted within 72 hours of delivery in order to be eligible for replacement.
If materials are delivered to a job site, it is the customer’s responsibility to ensure the shipment is inspected within this timeframe.
Important Claim Requirements
To allow us to properly investigate and process your claim:
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Please retain all damaged materials and packaging until the claim process is completed.
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Shipping carriers may request an inspection of the damaged shipment.
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Tile On is not responsible for the disposal of damaged materials.
Once your claim has been reviewed and approved, our team will arrange a replacement shipment as quickly as possible, typically within 24 business hours.
Claims submitted after 6:00 PM PST on Friday will be processed on the next business day.
Minor Tile Damage
Because tile is a natural and manufactured material, minor chips on individual mosaic pieces may sometimes occur during shipping. In many cases, these small pieces can still be used during installation.
If you believe your materials cannot be used due to damage, please submit a claim following the steps outlined above
Refused Shipments
Customers are strongly advised not to refuse deliveries.
Refused shipments will incur additional shipping costs, which are the responsibility of the customer. Refused shipments may also be subject to return shipping fees and restocking charges ranging from 15% to 25%, depending on the product type.
Damage During Installation
Tile products should always be inspected prior to installation.
If material is damaged during installation or installed incorrectly by the customer or installer, Tile On cannot accept returns, exchanges, or refunds.
If tile arrives damaged during shipping, the customer must submit a damage claim before installation begins.
Once tile has been installed, it is considered accepted by the customer, and claims for shipping damage can no longer be processed.
Need Assistance?
If you have any questions regarding shipping damage or need assistance filing a claim, our support team is here to help.
Tile On Customer Support
support@tileon.com