Damages Policy

We do our very best to pack shipments carefully for transit, however sometimes damages will occur during the shipping process. For this reason we ask that you inspect tiles upon delivery. 

Damage claims must be filed within 72 hours of delivery

We do not hold our customers at fault. If your order arrives damaged, do not return product. Please follow the steps below to file a damage claim so we can process your replacement tile order!

  1. If your pallet or boxes arrived with obvious damages, please make a note on the BOL (Bill of Lading) with the driver.

2. Take clear photos of each damaged tile and also all outer packaging.

3. Send photos to Support@Chromacoceramics.com noting your order number and how many pieces arrived broken. Also include any other relevant information about the handling & delivery (if there are any damages to exterior of the boxes, if a pallet arrived unwrapped, etc.)

4. Important: Please submit your damage claim to us along with the pictures of damaged tiles within 72 hours after delivery, otherwise we cannot accept your claim. If your order shipped to a job site, you are responsible for making sure the shipment is inspected within this time frame.

5. Please be sure to retain the damaged material until our claims process has been completed, as the shipping companies may require to audit the damaged shipments.

6. Chromaco Ceramics is not responsible for disposal of damaged products.

We ask for photos so that we can file a claim with our shipping provider to ensure the issue is handled. Once we have received your email with photos and the number of pieces damaged, please allow us 2-4 days to process and ship your replacement tile. (emails received after 4:00pm HST on Fridays will be responded to the following Mondays.)

Contact us

If you would like more information about our products or services, or have a specific question, please get in touch with us!

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