Shipping Policy
Free Standard Shipping - Sidewalk Delivery for larger orders is applicable for online orders over $12,500 of products which specifically state "Eligible for Free Shipping" (after all trade/promotional discounts) before tax is applied. Free shipping is only applicable on orders that ship within Canada and is not valid for international orders. Additional charges will apply for shipping to be quoted once order is received. Additional services such as limited access, re-delivery, storage, etc. will be billed as additional charges to the client.
All large orders will be shipped via freight carriers. The freight company may contact you to set up a delivery appointment. These orders will normally include curb-side delivery only. Charges for freight delivery will apply and vary on location. Charges may also apply to hard-to-reach areas such as locations only accessible via ferry. You will be contacted by the merchant after the order has been processed with the best market spot price for your delivery. You will be required to provide payment for said charges. We will ship your order shortly after we receive payment from you.
All truck deliveries are curbside unless special arrangements have been made. Tile weighs a lot, make sure you are able to handle the delivery or arrange to have enough help on your jobsite. If you need a lift-gate for your shipment let us know, the trucking companies charge an additional fee. Otherwise the tile will need to be lifted from the back of the big, high truck which takes time and energy (or a forklift).
You must inspect your shipment immediately upon receipt. If the shipping company has damaged your merchandise in transit, call your Complete Tile representative right away. Note any visible damage on the trucker’s delivery receipt. If there was hidden damage, take photos and keep the shipment intact for possible inspection by the shipping company. We or the insurance provider will then file a shipping claim with the delivery company.
Showroom orders which involve the services of our Tile Design Specialists may not qualify for free shipping due to the high cost of maintaining great people to assist you!
Samples are normally shipped within 2 business days unless expedited shipping is requested.
Stocked items are generally shipped in 3 - 5 business days upon full payment.
Made to Order items will be shipped once completed and according to their lead times.
Make sure to schedule your installation after you receive and inspect your tile shipment. Complete Tile Collection does not accept responsibility for delays in project schedules based on shipments.
Terms of Sale
A minimum of 2/3 deposit is required for all orders. All orders must be paid in full prior to delivery. Custom, cut to size, made to order or special order products are not refundable. All deliveries are curbside unless specified otherwise. Materials must be inspected immediately upon delivery. Pricing & availability subject to change without notice. Natural stone and crackle finish ceramics must be sealed with a penetrating sealer.
Shipping charges are estimated and actual final charges will be reflected on the final invoice.
Natural stone will have variations in colour, veining & texture. These inherent random qualities are what produce beautiful results and are not considered defects. Absolutely no claims or returns after installation.
Samples Policy
The sample you will receive is a generic representation for general reference. The material in your actual order will vary from this sample in color. Once your actual order is placed, you may request an approval sample from current stock be sent to you prior to shipment of the order.
There is a limit to the number of samples for one item you can order. Some items have a limit of 1 sample per client, while others may have a limit of 2 or 3. (only for prospective Dealers)
Samples are normally shipped within 2 business days unless expedited shipping is requested.
Return/Cancellation Policy:
Samples are not refundable, however, if they are in new condition and you wish to send them back to us, we will make sure they are recycled or donated to various arts or school programs we support.
Custom, cut to size, made to order or special order products are not refundable. They are made for your project specifically and not stocked; therefore we cannot accept any returns whatsoever.
Within 7 business days, new material in unopened boxes can be returned for credit. All returns are subject to a 30% re-stocking fee. The buyer must pay the return shipping costs (and the original cost to ship). You must contact your Complete Tile customer service rep to obtain a return authorization number. Credit is subject to inspection upon return of the merchandise to the warehouse. Any chipped, scratched, dirty, or damaged material cannot be credited, we will advise you of the results after inspection and prior to credit.
Orders of stocked items can be canceled for a full refund before they have shipped. Once shipped, the standard return policy applies.
Absolutely no returns or claims after installation, the material is no longer usable or saleable. Please inspect and be certain that the material meets your needs before installation.
Returning an Item
Every item is carefully inspected before it is dispatched from the warehouse. However, if you are not satisfied with the goods you've received, you must inform us within 14 days of receipt of the goods. All products that are returned must be carefully repackaged in their original packing. The goods that are being returned must reach us within 30 days and in a saleable condition.
Crownstone INC cannot be liable for damages to products damaged in transit back to us. We recommend sending items using services that provide proof of delivery and insurance. Returned goods will be subject to a 25% handling charge. Bespoke products cannot be returned or refunded.
We will exchange items that are faulty or items that have been supplied incorrectly if we are notified within 30 days. This is subject to our Terms and Conditions.
All returned items must have a Returns Reference Number that is provided upon request. Please call us on +91 7838736111, stating the reason for your return, to get your Returns Reference Number.
Refunds
Refunds for goods that are returned in a saleable condition will be made within 5 days of the goods being returned to Crownstone INC. The refunded amount will only be placed back onto the credit or debit card that was used to purchase the goods. Refunds cannot be made to a different card or by any other means. If the goods are returned in a condition that is deemed not saleable, there will be no refund.
If you wish to return items, you must cover the cost of shipping the goods back to Crownstone INC. In regards to natural stone, it's important to remember that a variation in color is an inherent characteristic of these types of tiles. Prior to installation, please ensure that the color, tones, and shades of the natural stone that you have received match your requirements. Also, we recommend sealing a couple of the tiles to make sure that an acceptable finish is achievable.
Once tiles have been installed, no returns or refunds are available. Please refer to our Terms and Conditions for more information.
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