Despite our particular attention to detail and strict packaging standards, we encounter breakage in some deliveries. We recommend ordering at least 15% more tiles than your net area, considering the possible breakages in transportation and the extra tile needs that may occur during installation. Please bear in mind that we do not accept liability for any damage, delay, or reshipment fees incurred in orders you placed without considering these.

All sample orders are limited to two per tile. If you exceed the limit, your extra sample orders might be canceled and refunded. Trade account holders, architects, designers, and other professionals who need more than two samples per tile can email us at info@ottotiles.com to request more samples.

Standard shipments over four boxes (we usually dispatch less than four boxes via UPS or a similar delivery company and no lift gate delivery) are dispatched using LTL (Less Than Truckload) trucking services for curbside delivery only. Once your order is ready for delivery, the contracted LTL trucking company will get in touch with you to coordinate a delivery date and time that works for you directly at the curb. Please be aware that all orders are shipped on pallets. It is advisable to arrange for help in relocating the boxes from the curb upon delivery, as the truck driver’s obligation ends at the curb.

Be mindful that the shipping schedules provided by LTL carriers are approximate estimates. The carrier will reach out to you to finalize a delivery schedule once your order has arrived at their nearest distribution center.

Ensure that your order includes an accurate contact number. Failure of the carrier to make contact within 24 hours of your order reaching their local facility may result in daily storage charges until delivery is scheduled. While Otto Tiles & Design will strive to expedite this process on your behalf, please note that these charges are mandated by the carrier.

You must examine your shipment for any missing items or damage upon delivery. If there are any discrepancies, you must document and photograph these issues while the delivery driver is present and note them on the delivery documentation to begin a claim process. Following this, it is crucial to contact Otto Tiles & Design immediately and no later than 48 hours from the time of delivery. We are committed to replacing any damaged products as quickly as possible. Claims made after the 48-hour period will fall under the customer’s responsibility, as claims cannot be processed by the carrier after this time.

For replacement requests, please ensure to include both photographs and detailed written descriptions of any damages. Taking extra care in documenting any issues upon delivery can help avoid any additional charges for replacement materials. Please note that any unattended deliveries or refused shipments will incur storage and redelivery fees payable to the trucking company.