Damage Policy

Please note that up to 5% of your order/tile damaged, chipped, broken or scratched, polished instead of honed, honed instead of polished (please do not make us write every possible scenario and be reasonable) is acceptable.

Not everything will be absolutely perfect (there I said it – we will do our best but we are not perfect). Chipped tiles are not a complete loss they can cut and installed where cut pieces are needed. Our quality of stone is very high, prices very low. To compensate we do cut and produce the stone tiles faster than most companies. Therefore there can be some imperfections, scratches, chips and even a few mixed up pieces. We estimate that risk to be acceptable up to 5%. If you do not agree and need perfect tiles, then please buy from a local retailer where you can pick up the tiles and examine each one for yourself.

This is 5% of the entire order. If you order multiple products totaling 1,000SF of 3×6″ (that is 8,000 tiles) and 4 tiles are damaged then that is 0.0005% this is completely acceptable.

Tiles can be broken during transit. A broken tile can still be used. Tiles will need to be cut during installation to finish the ends, use the broken tiles or trim pieces for this purpose. Mosaics can get some damage in shipping. We ship mosaics UPS or FedEx. While this is not the safest way to ship it is the most affordable and we have yet to have damage greater than 3.5%. Mosaics can be removed from the mesh. They are designed that way. For example there 42 pieces of 2″ Hexagon on a sheet. If 4 tiles are damaged on a 10 sheet order this represents less than 1%. We are not going to ship you 4 new sheets for 4 damaged mosaic pieces (in the same way if you have an accident and dent a car door you do not have to buy them a new car, you replace the door – if anyone has a better analogy please let us know). In fact for this damage of less than 1% we are not going to do anything. We are not going to do anything unless the damage is over 5%. (Example A: 20 Sheets of 5×5″ Hexagon. 5 tiles to a sheet equals 100 tiles, if 4 tiles are damaged/broken we are not going to be able to help as this is 4%. Example B: Same as before 20 sheets shipped except 7 tiles are now damaged. In this case we spring into action and ship out three 5×5″ hexagon tiles). Please be reasonable with claims and help us keep our costs low for everyone.

Damage occurs in shipping and during manufacturing. It is not extreme it is generally under 5% more than 5% then we are here to help. If you do not agree with this and require perfect tiles please do not purchase from our website.

PLEASE NOTE OUR MOSAIC TILES ARE CUT BY SAW AND NOT WATER JET CUTTING. WATER JET CUTTING IS A SLOW PROCESS THAT GUARANTEES PERFECTION IN THE CUT. THE COST FOR THIS STARTS AT $50.00 A SQUARE FOOT. SAW CUTTING CAN LEAD TO MINOR IMPERFECTIONS AND CHIPPING ON THE EDGES BUT IT IS AFFORDABLE.

Please order a sample of the mosaic before you buy to make certain any minor imperfections are acceptable. Our mosaics also have an acceptable tolerance on alignment of the stone, mosaics are aligned in a mold and not in a laboratory. The aliment has a acceptable tolerance of +/- 1mm.

SHIPPING TIMES ARE JUST AN ESTIMATE AND CAN VARY BY 4-5 DAYS. IF YOU NEED THE PRODUCT BY A SPECIFIC DATE PLEASE COMMUNICATE THIS TO US SO WE CAN GET A QUOTE FOR GUARANTEED DELIVERY.