Luxtile must be notified within 3 days of receipt of any damaged items.   All claims for damages must be submitted to LuxeTile within 14 days of delivery. No claims can be processed after that time. Each freight company will have their own terms and restrictions on claims.

1. Email us at claims@luxetile.com or call Luxetile within 3 days of receipt of product notifying us of damages.
2. For UPS shipments, please email us at least 5 photos of the damage.  For common carrier shipments, please email or fax us your copy of the bill of lading and email 5 photos of the damage.  
3. List the materials damaged and the quantity.
4. Upon receipt of the necessary documentation, we will process your replacement order.  
5. Retain all of the damaged materials and packing material and we will advise you if an inspection will be required.   We will also notify you if we need any additional information.  
   

Damage Policy

LuxeTile uses a variety of reputable and proven carriers to provide you with a reliable delivery at the lowest available shipping cost. Damaged goods will either be replaced by LuxeTile, or we will provide a credit for the damaged goods.  Typically, only 1% of our orders arrive damaged.   You should also review our shipping and ordering process here.

While items are not usually missing or damaged, it can happen. When it does happen it is almost always very minor and easy to correct.  Also, if there are any items that are missing or damaged, we replace them at no cost to you.  We email a delivery checklist with every order which outlines how to inspect your order once it arrives. If you note the damage at the time of delivery and submit your claim, our claims department can issue a replacement order and file a claim with the freight carrier at no cost to you.   If you are an existing customer that had a delivery and there were items either missing and or damaged, you will need to submit a claim. This is a simple form that is required and will assist us in getting the issue resolved quickly. 

Please also refer to our terms and conditions as it related to damaged products here http://www.luxetile.com/termsandconditions.aspx.