Terms & Conditions

1. Delivery & Inspection:
Different manufacturers, different delivery lead times—our standard practice is to consolidate completed orders before shipping to the Client. This helps ensure one smooth delivery rather than multiple drop-ins. On delivery, it’s up to the consignee to inspect the shipment, verify materials are in tip-top shape, and confirm quantities. If anything’s amiss (damage, breakage, or shortage), it must be reported immediately by emailing hello@substratetile.com. 

2. Return Policy:
Since all of our tiles are special order, handmade or highly customize, they are non-returnable.

3. Lead Times:
Lead times are based on the latest info, but sometimes there can be factory delays where Substrate isn't notified until an order is placed. Substrate isn’t liable for delays beyond our control. Please allow 48 hours for order processing. Pro tip: Hold off on scheduling installation until you have 100% of the order on hand.

4. Material Usage & Overage:
Make sure you order all you need upfront because add-on orders may vary in production run, shade, or size. Consider ordering 10% to 30% above the actual quantity.

5. Material Variation:
Every tile has its own personality! Expect variation in color, texture, and finish. Natural stone may have honed marks, veins, fissures, etc. Orders should ideally be placed all at once to minimize inconsistencies. It is possible the order doesn’t match the sample perfectly.

6. Order Receival Constitues as Acceptance:
Our team will receive and inspect your order before it leaves our warehouse to get in front of any potential issues or damages. Once confirmed that the order is suitable to ship, Substrate is not liable for material damage once it leaves our warehouse.

7. Storage & Storage Fees:
We love hosting your tile, but it’s a short-term deal. Completed orders must be shipped out within 10 days of the notification. After that, a $30/month per pallet storage fee kicks
in.

8. Maintenance & Installation Instructions:
Need instructions? Just ask, and we’ll send them your way!