FAQS

TERMS OF SERVICE

CLIENT AGREES AND IS SUBJECT TO THE FOLLOWING TERMS OF SERVICE FOR ANY PRODUCT ORDER:

1.  RETURNS. CONDITIONS RELATED TO RETURNS VARY ACCORDING TO THE VENDOR AND ARE SUBJECT TO VENDOR APPROVAL. CLIENT SHOULD INQUIRE REGARDING VENDOR POLICIES. IF A RETURN IS APPROVED BY VENDOR, THE CLIENT IS RESPONSIBLE FOR ANY VENDOR RE-STOCKING FEES AND RETURN FREIGHT TO VENDOR. RETURNS ARE NOT ELIGIBLE AFTER 15 DAYS.

2.  OVERAGES AND SHORTAGES. QUANTITIES PROVIDED BY TILE COLLECTIVE ARE FOR ESTIMATING PURPOSES ONLY. ALL QUANTITIES ORDERED MUST BE PROVIDED/VERIFIED BY AN INSTALLER OR CONTRACTOR PRIOR TO ORDER. TILE COLLECTIVE IS NOT RESPONSIBLE FOR MATERIAL OVERAGES AND SHORTAGES. NO RETURNS OR REFUNDS WILL BE PROVIDED ON MATERIAL OVERAGES.

3.  SHIPPING COST. SHIPPING COSTS ARE ESTIMATED AND WILL BE DETERMINED AFTER FIELD VERIFIED QUANTITIES ARE PROVIDED BY AN INSTALLER OR CONTRACTOR.

4.  NON-RETURNABLE AND NON-REFUNDABLE MATERIALS. FINAL SALE MATERIALS AND CUSTOM/MADE TO ORDER MATERIALS ARE NON-RETURNABLE AND NON-REFUNDABLE.

5.  INSPECTION OF MATERIALS FOR DAMAGE. ALL MATERIALS MUST BE INSPECTED AS SOON AS THEY ARRIVE TO ENSURE ACCURACY AND DETERMINE IF ANY MATERIALS ARE DAMAGED. ANY CLAIM OF DAMAGED MATERIALS MUST BE PRESENTED WITHIN SEVENTY-TWO (72) HOURS OF DELIVERY TO INFO@TILE-COLLECTIVE.COM.

6.  SLABS. ALL SLAB PURCHASED MUST BE INSPECTED PRIOR TO FABRICATION FOR DAMAGE AND THE ACCURACY OF THE SELECTED/DESIRED FINISH, COLOR, AND MATERIAL. CLIENT MUST ARRANGE WITH THE FABRICATOR FOR INSPECTION.

7. NATURAL STONE. BY PURCHASING NATURAL STONE, YOU ACKNOWLEDGE THAT NATURAL STONE VARY IN MANY WAYS INCLUDING BUT NOT LIMITED TO VARIATION IN PATTERN, TEXTURE, AND COLOR. DUE TO SUCH VARIATION, YOU ACKNOWLEDGE THE ACTUAL STONE DELIVERED MAY DIFFER FROM THE SAMPLE OR PICTURE(S) SHOWN OR DISPLAYED.

8.  ACCEPTANCE OF MATERIALS. INSTALLATION AND USE CONSTITUTES ACCEPTANCE OF THE MATERIALS AND NO RETURNS OR REFUNDS ARE AVAILABLE AFTER INSTALLATION. ONCE MATERIAL IS INSTALLED NO CREDIT, CAN BE ISSUED FOR INCORRECT MATERIAL, SHADE VARIATIONS, UNSATISFACTORY DYE LOT, OR ANY OTHER REASON. CLIENT WILL ADHERE AND ABIDE BY THE TERMS CONTAINED IN THE DELIVERY GUIDE WHICH IN INCORPORATED HERETO BY REFERENCE.

9.  INSTALLATION. CLIENT IS RESPONSIBLE FOR ALL ASPECTS OF THE MATERIAL INSTALLATION. TILE COLLECTIVE RECOMMENDS THAT CLIENT RETAIN A KNOWLEDGEABLE AND LICENSED C-54 CERAMIC AND MOSAIC TILE CONTRACTOR TO PERFORM THE INSTALLATION. UPON REQUEST, TILE COLLECTIVE WILL PROVIDE INSTALLATION GUIDES (IF AVAILABLE) FROM THE MATERIAL MANUFACTURERS AND MAINTENANCE GUIDELINES.

10. Liability. TILE COLLECTIVE IS NOT LIABLE FOR ANY DAMAGES ARISING FROM THE INSTALLATION, IMPROPER CARE OR MAINTENACE OF THE MATERIALS.

11. PAYMENT TERMS. PAYMENT IN FULL IS REQUIRED PRIOR TO MATERIALS SHIPPING. FOR CUSTOM ORDERS,PAYMENT IN FULL IS REQUIRED PRIOR TO THE PRODUCTION OF ANY CUSTOM MATERIALS.

*ANY DESIGN SERVICES ARE SUBJECT TO THE TERMS AND CONDITIONS OF THE DESIGN RETAINER AGREEMENT.

DELIVERY GUIDE

LOCATION CHECK

MAKE SURE YOUR LOCATION CAN ACCEPT LARGE SHIPMENTS AND COMMUNICATE THIS WITH YOUR TILE COLLECTIVE TEAM MEMBER PRIOR TO PLACING YOUR ORDER.

  • IS YOUR DRIVEWAY PAVED AND CAN BE DRIVEN ON?

  • IS YOUR DRIVEWAY DIRT WITH NO PAVED AREA FOR A PALLET JACK TO NAVIGATE?

THE TRUCK USED TO DELIVER YOUR ORDER IS A FREIGHT SEMI-TRUCK AND CAN BE AS TALL AS 15.3 FT. YOUR DRIVER MUST BE ABLE TO PULL UP TO THE END OF YOUR DRIVEWAY OR PROPERTY AND CAN EASILY EXIT WITHOUT ANY DELAYS.

YOUR SITE CONDITIONS MAY REQUIRE A FORKLIFT TO DELIVER. WE CAN COORDINATE THIS FOR YOU.

STEP 1

STEP 2

COORDINATE DELIVERY

TILE COLLECTIVE WILL COORDINATE YOUR DELIVERY TO YOUR SITE AND COMMUNICATE THE DELIVERY DATE AND WINDOW. PLEASE MAKE SURE SOMEONE IS AVAILABLE AT THE TIME OF THE DELIVERY TO SIGN FOR THE SHIPMENT.

IF YOU ARE UNAVAILABLE OR NEED TO RESCHEDULE, PLEASE LET US KNOW IMMEDIATELY AND PRIOR TO THE DAY OF THE SHIPMENT.

MISSED DELIVERY APPOINTMENTS WILL RESULT IN AN ADDITIONAL FREIGHT CHARGE AND DELAYS.

THE DELIVERY ARRIVES WITH YOUR SHIPMENT

THE TRUCK DRIVER WILL LEAVE YOUR PALLET(S) ON THE CURB OR PROPERTY LINE OF THE RESIDENCE ONLY. THE DRIVER WILL HAVE A PALLET JACK AND CAN PLACE A PALLET ON A DRIVEWAY IF THIS IS EASILY ACCESSIBLE AND SAFE FOR THEM TO DO SO. IF A DRIVEWAY IS TOO STEEP OR NARROW OR NOT EASILY ACCESSIBLE THE PALLET(S) WILL BE LEFT CURBSIDE.

AFTER THE DRIVER HAS UNLOADED THE SHIPMENT, THEY WILL ASK FOR A SIGNATURE ON THE PROOF OF DELIVERY (POD). BEFORE SIGNING, PLEASE TAKE A MOMENT TO INSPECT THE SHIPMENT. MAKE SURE THE PALLET(S) LOOK TO BE IN GOOD CONDITION AND THAT YOU ARE SATISFIED WITH THE OVERALL DELIVERY.

STEP 3

HOW TO INSPECT YOUR PACKAGE

Before the driver takes your order off the truck, review the packaging for visible damage.

  • If you notice damage, it is critical to complete the following steps:

  • Take pictures of the damage while the package is still on the truck

  • Write damaged on the Proof of Delivery, the more detail, the better

  • IF THE DAMAGE IS SEVERE, IT IS BEST TO REFUSE THE SHIPMENT. DO NOT SIGN FOR IT.

  • IF THE DAMAGE APPEARS TO BE MINIMAL, WE SUGGEST ACCEPTING THE DELIVERY. STILL NOTATE ON THE POD AND TAKE PICTURES. MINOR DAMAGE CAN TYPICALLY BE RECTIFIED BY SHIPPING REPLACEMENT PIECES TO MAKE THE ORDER COMPLETE.

  • CONTACT US IMMEDIATELY AS WILL FURTHER ADVISE.

Signing options:

  • If pallet look good: Please sign your name

If there is visible damage you have the following options:

  • IF DAMAGE IS VISIBLE BUT MINOR, SIGN THE POD AND NOTE “VISIBLE DAMAGE” AND ACCEPT THE DELIVERY. BE AS DESCRIPTIVE AS POSSIBLE. TAKE PHOTOS AND NOTIFY TILE COLLECTIVE IMMEDIATELY.

    IF DAMAGE LOOKS SEVERE, NOTATE “REFUSE” ON THE POD, TAKE PHOTOS, AND NOTIFY TILE COLLECTIVE IMMEDIATELY.

STEP 4

COMPLETE YOUR DELIVERY

COMPLETELY OPEN YOUR PACKAGE AND CONFIRM YOUR ORDER HAS BEEN FULFILLED SUCCESSFULLY AND ERROR-FREE.

ANY CONCEALED DAMAGE OR ISSUES NEED TO BE REPORTED RIGHT AWAY. PLEASE REVIEW FOR CORRECT MATERIAL, COLOR, FINISH, AND SIZE.

IF THERE ARE ANY DISCREPANCIES, PLEASE LET US KNOW RIGHT AWAY SO WE CAN ADVISE.

PLEASE REMEMBER: INSTALLATION MEANS ACCEPTANCE.

WE ARE UNABLE TO CREDIT YOU BACK ON INSTALLED MATERIAL.

STEP 5

BOOK A CONSULTATION

A CURATED COLLECTION OF UNIQUE TILES AWAITS YOU AT OUR STUDIO.