Many of the products that we ship are fragile by nature, so on occasion, damages can occur. We consider damage up to 8% acceptable; however, if you encounter more than this, please follow the guidelines outlined below by calling or emailing us. Should the damages exceed 8% of the order, we will ship out replacements at no additional cost to you.

HOW DO I REPORT A DAMAGED SHIPMENT/ORDER?

1. ACCEPT or REFUSE the shipment notify us within 3 days of incident.
2. If accepted,SIGN the drivers’ receipt AND CLEARLY WRITE “accepted but DAMAGED” on the drivers’ or POD receipt (please take a picture).
3. Provide us with the following documents:

• POD (Proof of Delivery) Receipt — this is the document you signed and then wrote “Accepted but DAMAGED”
• Clear pictures of the DAMAGED tiles
• Number of pieces DAMAGED

4.   USA Tile & Marble will ship your replacement tile immediately should damage exceed the 8% requirement.

*Please note that you may receive some chipped tiles. They are not a complete loss as they may be cut and installed where cut pieces are needed within your project.