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We use a variety of reputable freight companies to deliver flooring to our customers depending on geographical location. Each of these companies have their own policies regarding dates and times of delivery. We will provide you upon request with all the information regarding your order as soon as we place the order for shipping. Once the appropriate shipping company has picked up an order, a bill of lading number is issued. This will be given to you along with the phone number upon request so that you can call and track your shipment if necessary. The freight companies that we use are reputable carriers and care is taken in getting your order to you as fast as possible. There are certain circumstances, which are beyond the control of Dalton Direct Tile Inc. (holidays, mechanical failure, etc.) Shipping companies are required to speak to the recipient of the order prior to attempting delivery to verify that someone is there to accept the order.
Most orders can be expected to be delivered within 7-10 business days from the time the order is placed. Business days do not include Saturday or Sunday. You should place your order as soon as you are sure of quantity needed. Since we are the manufacturer there is no charge for stocking your inventory. But you should be aware that orders cancelled after we have shipped the items from our warehouse are subject to our restocking policy.
Once an order has been delivered and accepted, you assume all responsibility for the flooring. Please take all necessary precautions in storing until you are ready for installation. Please feel free to call our staff if you or the installer have any questions prior to preparing or cutting the floor covering. Once the flooring has been cut, we are unable to accept a return. Claims for visible defects or damage must be noted at time of receipt. Please inspect packages carefully. Once you sign for your order free and clear, all claims for damage must be filed by you. If more product is needed because of damage not noted on the delivery receipt, you must purchase the additional material and get payment for the damaged goods from the freight carrier. Do not refuse a shipment because of damage. Most damage is minimal. Once the damage is noted, we can send out replacement product immediately and not delay your project.
Once an order has been placed it can be cancelled without any problem if the order has not shipped from our warehouse to you, the customer. After the product has left our warehouse there will be a restock fee assessed by the us, the manufacturer. This restocking fee is applied because of the costs of returning non-damage goods. Once an order has been shipped it can be returned to the warehouse but it can take a few days or several weeks. The difference is determined by how far the order is in transit to you. If the shipment has been delivered you must make the item or items available for pick up for the designated shipping company. You must also make the appropriate arrangements to load the material on the truck. There are charges involved in doing this. The restocking fee will depend on the applicable freight charges. The additional charges do not apply in the rare event that you should receive defective, damaged, or the wrong items, but you still must make the material available for return as we cannot reship the item until it is on its way back to our warehouse. If you ask us to cut your material into your specified room sizes, the order is non-cancelable. Clearance or special items are non returnable once you have approved a color sample. Please order accessories such as adhesive, grout, trims and moldings, and underlayment carefully. These items are non-returnable to any manufacturer. We have a minimum returnable quantity of non-damage goods. Anything under 5 boxes of product is not returnable. Please inquire before ordering. Orders from online images and not from a physical sample is not recommended due to possible variances in color due to different browsers and monitors. Please check with our customer service specialist for exact returnable sizes.
To return any item you must have confirmation and approval from your salesperson in writing/e-mail from Dalton Direct Tile Inc. Items returned without authorization will be refused and no credit or refund given. There will be no credits or refunds allowed for refused shipments without obtaining this authorization. This policy is strictly enforced. Returns must be damage free and in the condition and original packages as shipped.
Dalton Direct Tile Inc. does not install floor covering nor do we contract with anyone who does. If Dalton Direct Tile Inc. provides phone numbers for local installers it is solely the responsibility of the consumer to verify references and any insurance issues. Since we are not in your home or business actually measuring for floor covering, we can only provide an estimate based on your measurements. Floor covering should only be ordered in the quantity your installer has determined. Responsibility for shortages and consequential damages caused by shortages lies with the consumer. Pattern repeats that are necessary in some floor coverings should be determined by the installer before ordering.
For defects discovered prior to installation, we will require only a digital image via email or an actual sample swatch clearly showing the defect. Once the determination of the material is defective we will either 1) immediately issue a replacement if available once the material is on its way back to our warehouse by our designated carrier or 2) issue you a complete refund including incurred freight charges once the material is received in our warehouse in the condition as it was shipped (wrapped and unaltered). Monetary considerations for consequential damages or inconvenience are not allowed.
Defects found after installation follow various policies depending on the defect. But in general you will probably be required to get an inspection by a Certified Inspector. This is only when the defect is a possible installer error. If the problem turns out to be a manufacturing defect, you will be refunded the cost of the inspection. We will offer replacement material or a monetary adjustment if you desire. Claims for shortages must be made within 30 days of delivery. Claims for concealed damage must be made by the individual freight company’s timeline. For most freight companies it is 15 days after delivery. Claims for material shortage must be made before any cuts are made or before any other of our product is installed.
If an order is cancelled and a refund is warranted, we will do this in a timely manner. Refunds are made after deducting any restocking fees or freight charges if applicable. No refunds will be issued until the flooring is received back in our warehouse in the condition as it was when shipped. Refunds will be issued in the form we received the original payment. We require approximately 4 days from the time the flooring is back in the warehouse to process refunds.
Cutting or installing the material is your acceptance of approval. Refunds for altered material are not allowed for wrong color, wrong item, wrong size, or for clearly visible defects once the material is cut or installed. Selective installation of damaged or defective material is strictly prohibited unless approved by Dalton Direct Tile Inc. in writing via email or U.S. mail.
Payment in full is required to have any order shipped. There are no exceptions to this policy. Once payment is received by Dalton Direct Tile Inc., the order will be processed. In most cases, orders can ship within 3 business days after an order is placed. Please be advised that during peak times, such as the winter holidays, there can be delays due to short staffing.
If you have a question about any of these policies please call us and we will clarify any detail.