Shipping policy

Shipping Policy

At Stone Tile Depot, we are committed to delivering your order safely and efficiently. Because our products range from small accessories to heavy pallets of natural stone and tile, we ship orders using either UPS Small Parcel or LTL Freight depending on the size and weight of your purchase.

Order Processing

Orders are typically processed within 1–3 business days after payment has been received and verified.
Orders are processed Monday through Friday, excluding holidays.
Once your order ships, you will receive a shipping confirmation email with tracking information.

Processing times may vary during peak seasons or if additional verification is required.

Shipping Methods

UPS Small Parcel

Smaller orders, samples, trims, and accessories are shipped via UPS.

Tracking information will be provided once your order has shipped.
Delivery times vary depending on your location and the shipping service selected at checkout.

LTL Freight Shipments

Large tile and stone orders are shipped by Less-Than-Truckload (LTL) Freight on secured pallets.

Because these shipments are heavier and larger than standard parcel deliveries, additional delivery requirements apply.

Delivery Appointment

Most freight carriers will contact you to schedule a delivery appointment. Please ensure that the phone number provided during checkout is accurate.

Curbside Delivery

Unless otherwise specified, freight deliveries are made curbside only.

The driver is responsible for unloading the shipment from the truck but is not responsible for moving materials into your home, garage, or job site.

Please ensure someone is available to receive and inspect the shipment at the scheduled delivery time.

Inspect Your Shipment

Please inspect your shipment immediately upon delivery.

Before signing the delivery receipt:

Check the packaging for visible damage.
Count the number of pallets or boxes received.
Note any shortages or damage on the carrier's delivery receipt.
Take photographs of any damaged packaging or products.
Contact us as soon as possible if damage is discovered.

Failure to note visible damage on the delivery receipt may affect the ability to file a freight claim.

For hidden damage discovered after delivery, please notify us within 7 days of receipt and provide photographs of the damaged materials.

Delivery Times

Estimated transit times are provided by the carrier and are not guaranteed.

Delivery may be delayed due to:

Weather conditions
Carrier scheduling
Holidays
High shipping volumes
Remote delivery locations
Other circumstances beyond our control

Stone Tile Depot is not responsible for delays caused by shipping carriers.

Shipping Address

Customers are responsible for providing a complete and accurate shipping address.

Additional shipping charges may apply if:

An incorrect address is provided.
The shipment must be rerouted.
The carrier cannot complete delivery due to inaccurate information.

Missed Deliveries & Storage Fees

If a customer misses a scheduled freight delivery appointment or refuses delivery for reasons other than shipping damage, the freight carrier may charge:

Redelivery fees
Storage fees
Return freight charges

These charges are the responsibility of the customer.

Shipping Charges

Shipping charges are calculated during checkout based on:

Product weight
Shipment size
Delivery destination
Shipping method

Original shipping charges are non-refundable once an order has shipped.

Order Changes & Cancellations

If you need to change or cancel an order, please contact us as soon as possible.

Orders that have already been shipped cannot be canceled and will be subject to our Return & Refund Policy.

Delivery to Commercial & Residential Addresses

We ship to both residential and commercial addresses throughout the continental United States.

Additional charges may apply for:

Residential deliveries
Limited-access locations
Liftgate service
Remote delivery areas

Any applicable fees will be included during checkout or communicated before shipment.

Questions?

If you have any questions about shipping, delivery, or freight services, please contact our Customer Support team.

Email: sales@stonetiledepot.com

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