|
If your questions
are not answered on these pages,
or you simply wish to speak with
a Customer Service
Representative, please call us
toll free from anywhere in North
America at 1-877-LUX TILE or by
email at
sale@luxetile.com.
Q. Do I have
to be a trade professional to
buy from LuxeTile?
A. LuxeTile is a
distributor providing top
quality materials. from our
warehouses throughout North
America. We provide these
materials to both trade and
consumers. For volume orders,
i.e. greater than 600 sf, we can
provide discounted quotations on
multiple pallet orders. We
also can ship container orders
and cut to order directly from
select manufacturers and
delivered to your job site or
distribution point of your
choice. This is done through
our container business located
here.
If you are not a
member of the trade, you may
purchase directly from LuxeTile.
We would encourage you to
request that your designer or
contractor create an account and
process these purchases on your
behalf. Your
contractor/designer can help you
with confirming quantities and
ordering any accessories that
are required and they receive
access to a variety of benefits
including our sampling program,
loyalty program, etc.
Q. How long
will it take to receive my
shipment?
A. Typically,
most products are in stock and
ready to ship. Shipping times
will vary depending on the
location of the product vs. your
delivery location. Average
delivery times are approximately
4-10 business days from the
confirmation of your order. If
you select an item that is
Special Order, we will advise
you of a more specific delivery
schedule based on your product.
Q. How much
material do I need to order?
A. You will need
to calculate the square footage
of your area and then add an
additional 10-15% for “waste”
which includes corner cuts,
accidental breakage during
installation, etc. For diamond
layout patterns you should
include an additional 20% as
there is a larger waste factor
in cutting tiles with this
layout pattern. Please also
consult with your installer.
Q. How long
does it take to receive my
sample order?
A. We do try to
ship out sample orders the day
of receipt or the next day and
will be shipped according to
shipping method specified. In
certain cases, we may be in the
process of updating our sample
inventory for a specific item to
reflect the most current lot(s)
available, which may delay the
sample. Back orders for samples
will be shipped out as soon as
they are available.
Q. How is the
product delivered?
A. We provide
quotations via freightquote.com
on our website. You can select
from a variety of carriers to
provide you with the lowest
shipping cost. Prior to
shipping we will coordinate with
you the lead-time requirements
and cost differentials in order
to ensure that you select the
most appropriate service. You
can request the carrier to
contact you in advance of the
delivery in order to arrange a
delivery time window. Shipping
times vary and are not
guaranteed, unless you elect a
guaranteed delivery service.
We will do everything we can
ensure your delivery is as
seamless as possible. Additional
delivery services provided by
the carriers include lift gate
for residential deliveries,
which is a special delivery
truck with an elevator lift in
the back so that the product can
be lowered to the ground for
ease of removal. Certain site
issues should be considered when
receiving your delivery. Lift
gates work only on paved
surfaces and narrow driveways
may restrict how close a pallet
can be delivered to your home.
In many cases he product will
need to be unloaded at the end
of the driveway and you or your
contractor will need to either
hand carry the boxes to the site
or you may rent a pallet jack
from a local equipment rental
service to place the product
where you desire. In addition,
customers can choose to receive
their product at the nearest
shipping terminal to avoid the
cost of residential and lift
gate charges.
Q. How do I
pay for the product?
A. We accept
Visa, MasterCard, and American
Express, as well as company
checks, personal checks, money
orders, certified checks or wire
transfers. Orders must be paid
for in full prior to shipping.
Payment by personal or company
check may delay shipment date,
pending clearance of the check.
Q. How do I
know that the product will be
delivered in good condition?
A. 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.
NEVER SIGN FOR
ANY PACKAGE BEFORE YOU INSPECT
IT. You must look at the
packages to see if there is any
damage. We recommend that you
open each piece regardless of
what the exterior of the cartons
look like since there can be
concealed damage. Once the
driver leaves it is too late.
Call LuxeTile immediately if any
damage is visible.
You have the
right to inspect your cargo
before signing for the
delivery. Examine the cartons
for damage. Check cartons on ail
sides, top and bottom. (Drivers
have been known to put the side
with the damage down.) Look for
any type of visible external
damage (no matter how slight),
including the following:
If the driver
will not let you open the pieces
then fully inspect the outside
of each carton and note any
damages to the packaging, write
on the bill of lading something
such as the following: "Driver
would allow inspection prior to
signing. There is Damage to
Package, Contents May be Harmed
" OR note any obvious damages
found, the total number of
damaged packages and description
of the damage such as "hole in
side of box #1" or "Box #2
Crushed on the corner and board
with same damage". Hold all
damaged materials. Do not
discard.
If you find any
damaged goods upon inspection
simply note the item and
quantity damaged on the bill of
lading while the driver is
there. Retain a copy of the
Bill of Lading for your
records.
All claims for
damages must be made 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.
The trucking
company is only responsible for
taking the freight to the back
of their truck and delivering
cargo curbside, unless other
arrangements have been made. It
is your responsibility to take
the freight into the building.
Freight charges billed only
cover you to this point. If
you request inside delivery,
there is an additional charge
from the trucking company and
you are 100% responsible for
these charges regardless of the
size of your order. It is
strongly advised that you ask
the trucking company exactly
what that inside delivery charge
will cover. It usually means
inside the door only. Please
note that these are not LuxeTile
Inc.'s policies but those of
most of the major cargo carriers
within the U.S. Your experience
may depend entirely upon your
individual delivery person. A
lot of times these drivers will
go above and beyond what they
are required to do with a little
kindness and professional
courtesy. Once again, please
feel free to contact us at
sales@luxetile.com or call 877
LUX TILE if you have further
questions.
Q. What is the
return policy?
A. Please find
our policy here:
http://www.luxetile.com/returnpolicy.aspx
Q. What is
considered a "Special Order"?
A. Special orders
include, but are not limited to,
custom orders, factory direct
orders or other non-standard
inventory items requiring
special consideration on the
part of LuxeTile for either the
manufacturing or distribution
process.
Q. Can I see
the product before I buy?
A. Unfortunately,
we are unable to show you the
product at the warehouse. The
warehouses we use are privately
owned facilities and all
products are in factory-sealed
crates. We suggest ordering a
lot sample and review the
graphics on the website.
Q. How do I
obtain samples?
A. For samples we
do charge a $10 handling charge
in addition to the freight
charges. Please see our sample
policy here.
http://www.luxetile.com/samplepolicy.aspx
|