shipping, delivery and return information

 

Shipping Expectations

If an item states "ships within 5-10 business days" it means the item is in stock and ready to ship. 10 business days is the maximum processing time for our warehouse to place the order on a truck to ship out. Once the order is on a truck, transit time ranges from 1-5 business days to transport from our California warehouse to various locations across the country. You can expect to receive in stock items within 1-3 weeks of the order being placed.

There are some instances where an item initially states "ships within 5-10 business days" but, when you add the product(s) to your cart, the lead time changes. This happens when you have ordered more material than we have on hand in our warehouse. In these instances your order will draw from our next incoming shipment of said product.

Items that state "ships within 10-12 weeks" are made to order, with the 10-12 weeks being the production time. We are not able to expedite the production time as each tile is produced by hand one at a time and then requires time to fully cure so they do not break while in transit. After this 10- 12 week period the order will ship from our warehouse and transit time should be 1-7 business days.

International

Please email contact@cletile.com for a quote. We are partners with the best shippers abroad.

Shipping fees, import duties and taxes are not included in the item price or shipping cost. clé does not provide customs brokerage services and therefore these charges and services are the buyer's responsibility. Please check with your country's customs office to determine what these additional costs you will incur prior to your purchase.

 

Delivery

To deliver your beautiful tiles, an appointment will be required. Once shipped from our warehouse and arrived at the nearest service center, our freight company will call to schedule a delivery appointment. You must be ready to receive your tile shipment at anytime within the lead time associated with your order.  Please note that if they are unable to contact you within 48 hours, storage fees will begin to accrue and tiles will not re-ship until all fees and shipping costs have been invoiced and paid by the customer.

All deliveries are curbside ONLY. That means, someone must be present to move the tile into your home or business, inspect the product (qty. /material) and sign the order. If you need special assistance, please notify the freight company which may incur extra fees at your responsibility.

There are times when unfortunately due to shipping truck mobility constraints or other factors determined by the freight company, they are unable to deliver to your address. In those cases, tile must be either picked up from the nearest delivery place or routed to a different address.

Tile orders will be delivered in several boxes. Every box should be opened and inspected thoroughly within 48 hours of delivery. Please make a claim within 48 hours of delivery to contact@cletile.com if any of the following conditions are identified during inspection:

  • Product shortage
  • Incorrect product sent
  • Damaged exterior of boxes  
  • Damaged products

Please note: clé ships orders through a third party shipping company and cannot change the policies held by said company. Failure to schedule a delivery appointment with our shipping company within 72 hours of your order can result in storage fees and/or return shipment and re-delivery costs, for which you’ll be responsible to pay. Should you miss your scheduled delivery appointment, our shipping company has the authority to charge up to $400 or more, for which you’ll be responsible to pay. Additional fees may be applied for consecutive missed delivery appointments.

Damage

 It is expected that 2%-3% of your tile arrives damaged (chipped or scratched), since our tiles are primarily handmade, hand picked and hand packed exposing the product to breakage, therefore slight surface issues are standard. The best practice is to order at least 10% more than your project requirements to cover allow for these issues, as well as other breakage during installation.

Please inspect your delivery for any signs of exterior visible damage. If the order is received and is not neatly shrink wrapped with a cone on top, please notate potential damage on the delivery receipt and contact us within 48 hours. 

Although extensive damage due to shipping is rare, it does happen occasionally. Please inspect your delivery for any signs of exterior visible damage. If you find visible exterior damage, add notes to the bill of lading immediately, receive your shipment as is and contact us within 48 hours to make your damage claim. 

Returns

clé does NOT accept returns on any of our products in order to minimize inconsistencies. We encourage viewing multiple samples prior to ordering. Please consider ordering three to four samples of the same product to see the level of variation you can expect with a full order. 

 

Cancellation Policy

clé only accepts cancellations within 3 hours of receiving your confirmation email. Outside of this time-frame, orders cannot be cancelled.

Have more questions? Submit a request