Shipping, delivery and claims policies

Shipping, delivery and claims policies for full tile orders

Where we ship

clé ships to all 50 states, however, if shipping to Hawaii, please contact us for assistance in checking out (415) 887-9011 or email us at contact@cletile.com as current functionality does not allow for self-checkout yet with some shipping destinations. 

International Shipping

clé is a California based company that only ships to the United States. We do not fulfill international sample or full tile orders at this time, including Canadian orders. Should you have any questions on this policy, please send us an email to contact@cletile.com. 

International shipping FAQs - here

Difficult to Deliver Locations (within the United States)

• There are occasionally times when, due to street width or slope, low-hanging trees, or other factors determined by our freight shipping partner, they will be unable to deliver to an address, even after a delivery appointment has been scheduled. 
• Additional shipping charges may apply to hard-to-reach areas such as gated communities or locations only accessible via ferry. If you anticipate your delivery address potentially falling under this definition, please reach out to contact@cletile.com. All potential charges will be assessed after your order is processed, and you will be contacted to provide payment for all applicable charges. Delivery will occur once all applicable fees have been paid by the purchaser.

Shipping Expectations

Your order of tiles will be fulfilled and shipped based on the availability of each tile. When you place an order, you will receive an estimated lead time for fulfillment, indicating when the order is expected to ship from our warehouse. Please note that this lead time does not include the transit time to your destination address. Estimated lead times can vary, ranging from 10 business days for in-stock products to 10-20 weeks for made-to-order items.

There are some instances where an item initially states it ships within x number of business days but when you add the product to your cart, the lead time may change. 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 the selected product.

Lead times will differ based on the product availability and whether it is made to order. For made-to-order tiles, 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 cure so they do not break fully while in transit.

Delivery and Lead Times

Please be advised that any and all delivery dates are estimates only; we cannot guarantee specific deadlines. We recommend booking installation only after receipt of all the tiles and setting materials have been delivered to your site and reviewed completely. clé is not responsible for ANY costs of contractor fees or project-related delays.

Prior to Delivery

• Once your order has shipped, you will receive a call from our shipping company to schedule a delivery appointment window. Failure to schedule an appointment within 24 hours from your received call can result in storage fees and/or return shipment and re-delivery costs, for which you will be responsible.
• Changing a delivery address or other reconsignment fees starts at $350 and is collected by the third-party delivery company from clé tile and must be paid to clé tile prior to the reconsignment being approved.
• There must be someone at the delivery location to receive and sign for the tile.
• Tile will be brought off the truck via lift gate and left curbside. It is your responsibility to bring the tile from the curb inside. Delivery drivers will not break down pallets or deliver tile inside. Keep in mind, tile is heavy, weighing as much as 50lbs per box.
• If you will not be the person signing for delivery of your clé tile order, it is YOUR responsibility to provide these shipping and delivery policies to the person who will be receiving and signing for the delivery, whether it be a general contractor, installer, family member, or another agent and to make sure these policies are followed. clé tile is not responsible for a party not following our policies for receiving material and any damage or missing material claims made outside of these policies.

On the Day of Your Delivery

• Inspect your shipment for any signs of damage, including damaged boxes and any other external damage.
• We ask that you try to open and inspect two to three boxes of tile (if no external obvious damage is visible) to see if any ‘concealed’ damage is present. If concealed damage is discovered at the time of the delivery, please note this on the bill of lading/delivery receipt.
• Your packing slip will be attached to your shipment. Please review your packing slip closely as it contains the number of boxes in your shipment. Be sure that you have received all boxes prior to accepting your shipment. The shipper will have a bill of lading (BOL) which should match our packing slip.
• If your shipment contains any damaged boxes and/or is missing any boxes, please note this carefully on your BOL/delivery receipt. You must then hand your noted BOL/delivery receipt to your delivery person to process damage or missing claims. Please email us within 48 hours of delivery with an accurate piece count and supporting photos for your claim at claims@cletile.com for our team to review promptly.

**Please note that it is considered acceptable for any given order per industry standard to expect 2%-4% of the tiles to arrive damaged. Tiles are primarily handmade, handpicked, and hand-packed and slight surface imperfections should be expected. It is suggested that you order at least 15% more than your project requirements to allow for these issues and installation cuts and breakage.**

• It is required that you or your agent check your shipment and make sure all the product is there upon delivery of your shipment. 
• Every box must be opened and inspected thoroughly within 48 hours of delivery. Any claims must be reported within 48 hours of delivery to claims@cletile.com if any of the following conditions are identified during inspection:
  • • Product shortage
    • Incorrect product sent
    • Damaged exterior of boxes  
    • Damaged products
• If no damage is notated on the delivery receipt when your order is delivered, you must write to claims@cletile.com within 48 hours of delivery and inform us of the concealed damage for clé to file a claim on your behalf and ship potential replacement material. 
• Our team is prepared to review and, if needed, file a damage or shortage claim on your behalf. However, please note that if clé is not notified of concealed damage/shortage within 48 hours after delivery, we may be unable to file a successful claim and cannot process any replacements or refunds on your behalf.
• The installation of your tiles should not begin until your full order has been received and is safely at your project site. If you are waiting for a replacement product, you will need to be sure that all tiles are at your project site and in good condition prior to scheduling the installation.

To summarize the receiving recommendations for your clé order:

• Sign your delivery slip (BOL/delivery receipt). If missing or damaged boxes, make clear, detailed notes about the issues and receive both the damaged and undamaged tiles. If you do not follow this important step, we will not be able to provide claim support nor replace your missing or damaged tiles at no cost to you.
• Call (415) 887-9011 or email clé at claims@cletile.com to arrange for the replacement of the damaged product or any boxes that may be missing within 48 hours of delivery.

Important!

• Any clé shortage or damage must be noted upon receipt of the product and written in detailed notes on the BOL/delivery receipt. All tiles must be inspected prior to installation. In all tile realms, installation constitutes acceptance of the materials. Please do not install tile you believe to be in any way problematic.
• For all tile orders, 2%-4% of the tile damaged in transit is considered acceptable. Tiles are primarily handmade, hand-picked and hand-packed. Slight surface issues are standard. It is suggested to order at least 15% more than your project requirements to allow for these issues, as well as installation cuts, and breakage.
• Do not refuse the shipment or damaged portions of the shipment, generally, the vast majority of tiles are still usable and only a small portion of tiles may need to be replaced. If you refuse shipment due to damage, you may be liable for any additional shipping fees associated with shipping the usable tile back to clé or to your job site. Additionally, this will delay any claims and replacement orders.

• Please Note: clé ships orders through a third-party shipping company and cannot change the policies held by said company. Once your order has shipped and is available for delivery, you will receive a call from our shipping company to schedule a delivery appointment window. Failure to schedule an appointment within 24 hours can result in storage fees and/or return shipment and re-delivery costs, for which you will be responsible (minimum charges are $75).

  Should you miss your scheduled delivery appointment, our shipping company can charge up to $400 or more, which you will be responsible for paying. Additional fees may be applied for consecutive missed delivery appointments.

Returns

clé does NOT accept returns on any of our products in order to minimize inconsistencies. We encourage viewing multiple samples prior to making a full order whenever possible. Please consider ordering three to four samples of the same product to give you an idea of 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 canceled. Cancellation requests should be directed to contact@cletile.com.

Cancellation Policy during Special clé Sale Events

On the rare occasion that clé offers a sale event, please note that the standard cancellation policy may not apply. Please be sure to read the terms and conditions of each specific sale event to ensure you understand policies for each individual sale. For sales and sale items, our sale terms and conditions will always supersede our general terms and conditions for cancellations.

Right to Refuse Business

An order may be terminated by clé for any reason or for no reason.