Shipping Policy

Conditions
Taking into consideration the many variables in shipping, we strongly recommend that you do not schedule your installer until after you have received your order in its entirety. Manufacture times, weather, supply-demand conditions, and replacement shipping for damaged items are just some of the instances that may delay your order. Stone Tile will not be held liable for failure to meet scheduled install dates due to delivery. Delivery dates are approximates, and as such, cannot be promised under any circumstance. All deliveries are performed by third-party carriers and not Stone Tile.

Curbside Delivery Details
All deliveries are curbside only. Delivery drivers WILL NOT bring orders to specific areas at your request. Material will not be brought inside a garage, house, condo unit, storefront or around the back of a property. No exceptions. You or your labourers must be present to accept and move your material accordingly.

Our carriers may contact you about arranging your delivery services which may include status updates by automated phone call, email and/or text message. Most product will arrive on a wooden pallet, which can be 4’ x 4’ or larger. Items may arrive in multiple shipments.

If a driveway is paved, dry, flat, and unobstructed we can:

• Leave the delivery on a driveway or loading dock
• Bring pallets as close to the garage door as possible

If the driveway is NOT paved, dry, flat, or obstructed then unfortunately we cannot:

• Bring your tiles to your requested area
• Deliver tiles on a driveway that is unfinished (examples: mud or gravel)
• Maneuver around dumpsters, vehicles, construction equipment or any other debris left on the driveway

Should any of the conditions below apply to your delivery destination, you will need to contact Customer Experience within 24 hours of placing your order by emailing us at customerexperience@pystulqorvexan.pro to document your conditions:

• Delivery destination is an apartment complex or high rise
• Does not allow semi-trailer access
• Does not have a turnaround for a semi-trailer
• Has low hanging power lines and/or trees
• Owner or authorized individuals must be present at the time of delivery

Delivery Inspection
Customers are responsible for inspecting condition and entirety of shipment. Any discrepancies regarding damaged, missing, or incorrect product must be reported to customerexperience@pystulqorvexan.pro or 1-866-669-1103 within 24 hours of delivery.

If discrepancies are identified at the time of delivery, please have driver notate to assist in expediting any claims. See our Damages Policy for more information. Once the delivery is made, it is the customers responsibility to protect the product. Stone Tile is not responsible for damages due to failure to move product to secure and properly climatized area. Move WOOD, LAMINATE or GROUT/MORTAR products inside to avoid any issues with inclement weather which will damage the product. It is recommended that you store the flooring material in the location where it is to be installed. This will serve two purposes:

1. allowing the flooring material to acclimate
2. reducing the number of times you will have to move the flooring

Lead Times & Availability
Do not schedule contractor work until you have received and inspected your products. Stone Tile will not reimburse contractor or installer hours. You will receive an email notification when your order has been picked up by the carrier. Lead times vary due to the demand for our products and availability of third-party carriers. At the time of purchase an estimated lead time may be provided. Fulfillment dates are estimates and are subject to change. To check the status of your order online, please visit our Order Status page. If your product is being shipped to a store for pickup, please see our Storage & Pickup Policy Page.

Return Shipments
Once an order has been loaded and is in route to the shipping address, the customer is solely responsible for all outgoing and return shipping costs, including storage and reconsignment costs. Any additional shipping costs will be deducted from refund for the return.
Deliveries should not be refused under any circumstances. Stone Tile will not be liable for additional freight fees incurred due to the return and redelivery of the product. This includes, but is not limited to, refusal because:

• Cancelled after shipment
• Changed your mind
• Were not home
• Did not have a clear and safe area ready for the delivery
• Did not allow the driver access into your community

Shipment Inspection
Once you have received your shipment, follow the instructions below.

• Count the product against your purchase receipt
• Inspect and verify the type of merchandise purchased, quantity, model number, color, dye lots for porcelain and ceramic products, and to verify all labels on wood product to ensure accuracy
• Open the boxes to ensure you have received undamaged product.

Missing product or damaged product? 
Visit our Damages Policy for next steps.