Damage policy

Damage Policy is part of our Terms of Service ("Terms") and should be read alongside our main Terms of Service. 

WHAT SHOULD I DO IF MY SHIPMENT ARRIVES DAMAGED?

If your shipment arrives with damaged material, please notify our team as soon as possible so we can assess the issue and determine the appropriate resolution. 

We strongly recommend you inspect the order immediately after delivery and before beginning installation.

HOW SOON DO I NEED TO REPORT A DAMAGE?

Damages must be reported within 48 hours of receiving your order. Claims submitted after 48-hour reporting period will not qualify for damage-related replacement.

 

HOW DO I REPORT A DAMAGE CLAIM?

1- Send your damage claim to info@tiletopia.com within 48 hours of delivery. Please use the subject line: “Damage Claim – Order #[Order Number]”. 

2- In your email, include your order number, the item and quantity affected, a description of the damage/issue, photos of the shipment and packaging.

3- Do not ship anything back until you receive a response from our team. Unauthorized returns cannot be processed or refunded. 

4- If your claim is approved, we will provide you with instructions for the next steps. When a damage claim is approved, we will arrange a complimentary replacement for the affected material or provide another appropriate resolution based on the circumstances.

Please do not dispose of any damaged tile or packaging until your claim has been reviewed and you have received instructions from our team. 

 

WHAT IF A TILE SAMPLE ARRIVES DAMAGED?

If a sample arrives damaged, email us at info@tiletopia.com with your order number and the photos of your damaged sample. Our team will review the request and arrange a replacement sample.