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Damages Policy

While we meticulously pack every order for a safe journey, we understand that sometimes damage can occur during shipping. Therefore, we ask that you thoroughly inspect your tile delivery upon arrival.​

Important Guidelines for Damage Claims:​

  • Timely Reporting is Crucial: Damage claims form must be sent within 72 hours of delivery. We want to assure you that we do not hold our customers responsible for shipping damage.
  • Do Not Initiate a Return: If your order arrives damaged, please do not submit a return request.
  • Follow These Steps to File a Claim: To ensure we can promptly process your replacement tile order, please follow these instructions:
    • Inspect All Deliveries: Even if you don’t plan to use the tiles immediately, it’s essential to inspect every delivery.
    • Check Each Box: Upon delivery, carefully inspect each box to confirm you received the correct items.
    • Note Obvious Damage on BOL: If your pallet or boxes show clear signs of damage, make a note of it on the Bill of Lading (BOL).
    • Take Clear Photos: Capture clear photos of each damaged tile and the outer packaging.
    • Submit Your Claim: Send your damage claim by email, including your order number, the quantity of broken pieces, and any other relevant details about the handling and delivery (e.g., exterior box damage, unwrapped pallet).
    • Adhere to the 72-Hour Window: Your damage claim, along with pictures of the damaged tiles, must be submitted within 72 hours of delivery; otherwise, we cannot accept your claim.
    • Job Site Deliveries: If your order was shipped to a job site, it is your responsibility to ensure the shipment is inspected within this timeframe.
    • Retain Damaged Material: Please keep the damaged materials until our claims process is complete, as shipping companies may require an audit of the damaged shipments.
  • Replacement Policy: Tileday will replace damaged tiles at no cost to
  • Minor Damage to Mosaic Tiles: If only a single chip or small piece of your mosaic tile is damaged, you or your contractor can often still use the tile. However, if you believe the damaged tiles are unusable, please follow the claim instructions above.
  • Disposal Responsibility: Tileday is not responsible for the disposal of damaged products.
  • Why We Request Photos: We request photos to file a claim with our shipping provider and ensure the issue is properly handled.
  • Replacement Processing: Once we receive your email with photos and the count of damaged pieces, please allow us sufficient time to process and ship your replacement tiles.
  • Returns for Undamaged Orders: If your tile arrives undamaged and you wish to return your order, please refer to our return policy for more information.
  • Shipping Policy Details: For details on our shipping policy, please visit our shipping information page.

Damages During Installation:

  • No Responsibility for Installation Damage: Tileday is not responsible for returns, exchanges, or refunds if the tile is damaged during installation or installed incorrectly by the customer or their installer.
  • Customer’s Responsibility Before Installation: If tiles arrive damaged during shipping, it is the customer’s responsibility to notify Tileday and file a claim before installation.
  • Installation Constitutes Acceptance: If damaged tiles are used during installation, Tileday is not responsible for any returns, exchanges, or refunds, as a damage claim should have been filed prior to installation. Installation of material signifies acceptance of the product.