Terrazzo Granitech Microterrazzo

Shipping & Delivery Policy

We take great care in how every order is prepared, packed, and coordinated for shipment. Because our materials are often ordered for time-sensitive architectural and construction projects, we encourage customers to review this policy carefully and place orders with sufficient lead time to account for unexpected delays, errors, or other logistics issues.

Order Processing

Orders are generally processed within 2–4 business days, based on the standard fulfillment timeline provided by our third-party logistics partner. Processing includes order review, packing, and carrier pickup or freight appointment coordination. Saturdays, Sundays, and federal holidays are not considered business days.

During periods of elevated order volume, holidays, or carrier congestion, processing times may extend beyond this estimate. While we work closely with our fulfillment partner to maintain consistent processing times, processing may occasionally be affected by fulfillment capacity or other operational constraints beyond our control. Please note that orders requiring custom or non-stock pigments may be subject to additional procurement lead time of up to 7–10 business days prior to processing. We will always endeavor to fulfill sooner where possible, but this cannot be guaranteed — please contact our team at [email protected] to confirm pigment availability before placing a time-sensitive order.

We understand that our materials are often specified for projects with firm deadlines. For this reason, we strongly recommend placing orders with sufficient lead time prior to your project start date. Even when orders are processed and released on time, logistics disruptions are not uncommon, including missed pickups, delayed tracking activity, routing issues, misplaced shipments, and warehouse or carrier scheduling constraints. Under no circumstances shall we be liable for project delays of any kind, whether resulting from processing times, pigment procurement, carrier performance, stock availability, or any other cause. Planning material procurement well in advance is the sole responsibility of the customer.

If you are working within a tight timeline, expedited shipping options may be available at checkout through our third-party rate tool. Please note that expedited shipping, where available, applies only to carrier transit time after the shipment has been released for pickup and does not shorten order processing time. Delivery performance and transit times remain subject to carrier operations and are not guaranteed.
Customers may also arrange their own carrier if preferred. If you choose to coordinate your own pickup, please contact us in advance at [email protected] or 786 396 6810 so we can notify our warehouse and help ensure your order is prepared for the scheduled appointment. In such cases, all pickup coordination, scheduling, and transit risk remain solely with the customer and their selected carrier.

Tracking

Once your order has shipped, tracking information will be sent to the email address provided at checkout. Please note that during holidays and peak shipping periods, carrier scans and tracking updates may be delayed.

Shipping Charges

Shipping charges are calculated at checkout based on shipment weight, dimensions, destination zip code, and applicable carrier rates provided through a third-party shipping rate tool.

Packaging & Shipment Coordination

We work carefully with trusted fulfillment and shipping partners to ensure orders are packaged appropriately and released for transit in proper condition. Once a shipment has been picked up and accepted by the carrier, including UPS, FedEx, LTL, or FTL freight, transit, handling, scheduling, and delivery performance are outside our control and subject to the carrier’s terms and operating procedures.

All shipping and delivery dates are estimates only and are not guaranteed.

Inspection Upon Delivery

All shipments should be inspected promptly upon delivery and before use.

If there is visible damage, missing cartons, crushed packaging, or any other irregularity at the time of delivery, the issue must be noted in writing on the delivery receipt before signing and before the driver leaves. This is especially important for freight shipments.

If concealed damage is discovered after delivery, written notice must be provided to us within 48 hours of delivery. All original packaging, damaged materials, and shipment contents must be retained, as they may be required for inspection or claims review.

When reporting damage or shipment issues, please include:

• Photographs of the product and packaging
• Photographs of labels and shipping documents
• A brief written description of the issue
• Any relevant batch information, where applicable

We will reasonably assist in reviewing the matter and, where appropriate, facilitate communication with the carrier. Any claim remains subject to carrier rules, documentation requirements, and filing deadlines. Shipments signed for without written exception may be treated as received in good condition.

Incorrect Items or Shipping Errors

If you believe you received an incorrect product or that part of your order is missing, please notify us in writing within 48 hours of delivery and include photos, order details, and any identifying labels or batch information. Products should not be used until the matter has been reviewed.

Unattended Deliveries

If no one is available at the time of delivery, the carrier may leave the shipment at the delivery address where permitted. Once delivery has been completed to the address provided, we are not responsible for loss, theft, tampering, or damage occurring thereafter. We strongly recommend ensuring that someone is available to receive larger, high-value, or time-sensitive shipments.

Address Accuracy

Customers are responsible for providing a complete and accurate shipping address at checkout. We are not responsible for delays, failed deliveries, losses, or additional costs resulting from incorrect, incomplete, or outdated address information. Any rerouting, re-delivery, address correction, storage, or reshipping charges will be the customer’s responsibility.

Freight Deliveries & Accessorial Charges

For freight shipments, the customer is responsible for ensuring that the delivery location is accessible and that an appropriate party is available during the scheduled delivery window.

Additional carrier-imposed charges may apply, including but not limited to liftgate service, limited-access delivery, residential delivery surcharges, appointment fees, storage fees, re-delivery charges, or similar accessorial charges. Any such charges are the customer’s responsibility and may be billed separately if not collected at checkout.

Partial Shipments

Certain orders may ship in multiple packages or from multiple fulfillment points and may therefore arrive on different dates. Tracking information may reflect separate shipments associated with the same order.

Storage & Handling After Delivery

Once delivered, products must be stored, handled, and protected appropriately in accordance with all product instructions and applicable project conditions. We are not responsible for product performance issues, spoilage, or damage resulting from improper storage, improper handling, environmental exposure, unsuitable jobsite conditions, or misuse.

Coverage Estimates & Quantity Calculator

Quantity recommendations generated by our coverage calculator are based on coverage ratios observed and tested in our own workshop under controlled application conditions. These figures are intended as a general planning guide only.

Actual coverage will vary depending on applicator technique, application thickness, substrate texture and porosity, number of coats, and environmental conditions on site. Applying material thinner or thicker than our reference conditions will result in coverage that differs from the calculator estimate.

Before placing your order, we strongly recommend reviewing the Coverage Summary on each product page to confirm that you are comfortable with the stated coverage ratios and that they are appropriate for your specific project and application method. Customers remain responsible for confirming required quantities based on their specific substrate, application method, and project conditions. We are not responsible for material shortages or overages resulting from differences in application technique or site conditions.

Final Sale / Order Changes

All products are final sale. Orders may not be canceled, returned, or exchanged once placed or once processing has begun, including due to change of mind, design revisions, over-ordering, scheduling issues, or project delays.

If a product arrives damaged, defective, or incorrect, and the issue is reported within the required timeframe with appropriate supporting documentation, we will review the matter and determine the appropriate remedy, if applicable. Any remedy provided will be limited to replacement, refund, or credit for the affected product only.

Limitation of Liability

To the fullest extent permitted by law, our liability for any claim relating to an order, shipment, delivery, or product is limited strictly to the purchase price of the affected product only. Shipping charges, taxes, labor, installation costs, removal costs, reinstallation costs, project delay costs, and any indirect, incidental, special, or consequential damages are excluded.

We are not liable for delays, losses, or delivery issues arising from carriers, third-party fulfillment providers, freight scheduling, weather, labor disruptions, inaccurate delivery information, restricted site access, missed delivery appointments, holidays, or other causes beyond our reasonable control.

Questions

For shipping and delivery questions, please contact:

Email: [email protected]
Phone: 786-396-6810
Hours: Monday–Friday, 9:00 AM–6:00 PM EST