California

Please make sure that when delivery is made all products are checked and any breakages are stated clearly on the delivery note. This will ensure a speedy response from our customer services since all our deliveries are insured against breakages. In the event that you sign for the order that includes damaged products and does not clearly state the damage on the delivery note, we reserve the right to refuse any replacements or refunds. Please note that we request a written confirmation of any breakages within 48 hours of the delivery.

1. Check your delivery fully. If any damages have occurred, state this on your delivery note and sign it as “damaged”. If you have not signed the delivery note “damaged”, then we reserve the right to refuse any replacements.
   
2. Inform us at once that items are damaged. We may ask you to send us a written confirmation of breakages.
   
3. Take digital photos of the damaged items. This will help the claim from the insurance company, so please forward these images to us as soon as possible.
   

Delivery Company & Delivery Site

All deliveries are subcontracted to national freight carriers, which involve central hubs and independent local depots across the country. Otto Tiles USA cannot guarantee delivery on a specified date and cannot be held responsible for late delivery or any subsequent delay or loss due to late delivery.

Therefore, it is important that we are informed, at the time of your order, of any restrictions that may cause any problems for the delivery truck, which is usually large. Please try to ensure that any cars or other obstacles are removed before delivery.

You may be charged for redelivery if you have not told us of any possible restrictions. The restrictions you must let us know about include parking restrictions, narrow lanes & roads, slopes, height restrictions & weak bridges.

We strongly advise that you do not book your tradesmen to install your product on the actual delivery date. Otto Tiles USA cannot be held responsible for late delivery and any costs that may occur due to tradesmen being on site.

Kerbside Delivery/Drop-off Point

The delivery driver cannot help with moving the products inside the delivery site. Your delivery is kerbside, and the load will be dropped at the nearest convenient point to the site, which could be the roadside.

All deliveries require a scheduled appointment with the freight carrier. You must respond to the carrier’s call within 24 hours to avoid storage fees. Deliveries are Monday–Friday only. Weekend delivery is not available.

Orders are palletized for safety, and each box may weigh 35–50 lbs. Orders above 50 square feet may require forklifts or unloading equipment on site. Customers must ensure they have the right equipment available. Otto Tiles USA is not responsible for delays or additional charges caused by lack of unloading equipment.

You (or somebody else on your behalf) must be there to receive the delivery; otherwise, your delivery will not be off-loaded and you will be charged extra for redelivery. Missed appointments can result in redelivery fees of $300 or more. Please make sure that when delivery has been made all products are checked and the delivery note is signed. We will not accept any discrepancies if the delivery note is signed UNCHECKED. If you have asked someone else to receive the delivery on your behalf, they must be thoroughly informed of these conditions.

Pallets & Crates

Normally, your order will arrive on pallets or in crates. These pallets and crates are part of your order. It is not the responsibility of Otto Tiles USA to remove these from the site unless otherwise agreed.

At Otto Tiles, the journey of each cement tile begins with contemporary design. We create bold, artistic patterns that fuse heritage with modern expression—designs that tell stories through shape, symmetry, and soul.

Once a design is finalized, our artisans craft the brass mold entirely by hand, heating and bending each strip of brass over an open flame to precisely outline the pattern. This delicate, fiery process requires patience, mastery, and a deep understanding of geometry.

The finished mold becomes the foundation for tile production in our ateliers in Ho Chi Minh and Istanbul, where each tile is poured, layer by layer, using a mixture of white cement, marble powder, and natural pigments. Pressed under a hydraulic press and cured in water—not fired—these tiles emerge with a smooth matte finish, vibrant color depth, and subtle imperfections that mark the human hand behind the work.

Durable, soulful, and rich in character, our cement tiles are a modern homage to craftsmanship. Once dried, each tile boasts a silky matte finish, vibrant color depth, and slight variations that reflect the human touch.

This slow, deliberate process allows us to produce tiles that are not only environmentally friendly but also rich in soul—ideal for spaces that seek timeless character and modern edge.

Despite our close attention to detail and strict packaging standards, breakages can occasionally occur during delivery. For this reason, we strongly recommend ordering at least 15% more tiles than your net area to allow for possible transit damage and any additional cuts required during installation.

Please note that we do not accept liability for damage, delays, or reshipment fees for orders placed without this recommended buffer. All sample orders are limited to four samples per tile. Orders exceeding this limit may be canceled and refunded.

Trade account holders, architects, designers, and other industry professionals are welcome to request up to 5 free samples by emailing us at info@ottotiles.com

Please note that all samples and showroom displays are intended as a general guide only and should not be considered an exact match to your final order. Due to the nature of our handmade, kiln-fired production process, significant color variation can
occur from batch to batch.

Because tiles are handmade to order, and there is typically a time gap between
sampling and purchase, we cannot guarantee that your final order will be from the same kiln batch as your sample. As a result, the color of the tiles you receive may vary from that of the sample.