Damages Policy

Damage Claims
Upon initial receipt of the shipment, inspect the pallet and packaging material for any indication of visible damage product(s). Notate any damage or missing product(s) on the POD (Proof of Delivery) provided by the driver, this will ensure a faster turn-around on filing the claim and re-shipping the product. If you accept the shipment without notating the POD, and damage or shortage is found please contact Stone Tile within 48 hours of receiving your order.

Follow the below steps to notify us for damage and/or refused shipments:

1. Inspect all product on the shipment
2. Take a minimum of three photos displaying all of the product
   • Full pallet view
   • Top view
   • Side view
3. Call our Customer Experience team at 416-515-9000 or email the following documentation to CustomerService-Toronto@stone-tile.com including:
   
   • Original purchase receipt 
   • POD receipt, when applicable
   • Three photos taken
   • Indicate exact amount damaged of pieces/boxes
   • If possible, list the specific product(s) (tile, wood, stone, etc.)
   • Best phone number and email to contact you
4. Stone Tile will contact you to resolve the issue
5. If you are in possession of the product, DO NOT DISCARD any of the damaged material or packaging until advised to do so by Stone Tile.