Shipping, delivery and claims policies
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      1. OUTERclé Help Center
      2. Shipping, delivery, returns and claims
      3. Shipping, delivery and claims policies

      Shipping, delivery and claims policies

      OUTERclé's shipping, delivery and claims policies for full tile orders can be referred to below.

      WHERE WE SHIP - OUTERclé ships to all 50 states. However, if shipping to Hawaii, please email us for assistance while checking out at contact@outercle.com as the current functionality does not allow for self-checkout.



      INTERNATIONAL SHIPPING - OUTERclé is a California-based company that only ships to the United States. We do not currently fulfill international sample or full tile orders, including Canadian orders. Should you have any questions on this policy, please email us at contact@outercle.com. Our international shipping policies can be referenced - here.

      BEFORE YOUR ORDER SHIPS

      • LEAD TIME EXPECTATIONS - All lead times and fulfillment dates are estimates only; unfortunately, we cannot guarantee specific deadlines. Lead times refer to the estimated time an order will ship from our warehouse; this does NOT INCLUDE TRANSIT TIME. External factors beyond our control may affect these estimates and SPECIFIC DEADLINES CANNOT BE GUARANTEED.

        • NOTE - OUTERclé is not responsible for any costs incurred by contractor fees or project-related delays. We recommend booking the installation only after receipt of all products and setting materials have been delivered to your site and reviewed completely.

      • DIFFICULT DELIVERY LOCATIONS - Sometimes, due to street width or slope, low-hanging trees, equipment constraints, safety concerns, or other factors determined by our freight shipping partner, they cannot deliver to an address, even after a scheduled delivery appointment. If the freight provider determines that the delivery address is a hard-to-reach location. You will be responsible for picking up your shipment from the nearest shipment service center or providing an alternate delivery address that the freight shipping partner can reach. 

        • NOTE - All applicable charges will be assessed after your order is processed, and you will be contacted to provide payment for said charges; delivery will be authorized upon payment of any outstanding fees. Additional shipping charges may apply to hard-to-reach areas such as gated communities or locations only accessible via ferry; if you anticipate your delivery address falling under this definition, email us immediately at contact@outercle.com.

      • HOLDING SHIPMENTS - We cannot accommodate holds for any shipment for any reason.

      • WAREHOUSE PICK-UP - Unfortunately, our warehouses do not have will-call pick-up facilities, and we cannot accommodate will-call requests.



      WHEN YOUR ORDER SHIPS

      • ATTENTION - OUTERclé uses third-party shipping providers and cannot change their policies or fees. YOU ARE RESPONSIBLE FOR ALL OUTSTANDING SHIPPING FEES, and you will be invoiced before the delivery and required to remit payment for all outstanding applicable fees.

      • RECONSIGNMENTS - After an order has been dispatched to our freight providers, we cannot guarantee that your shipment's destination can be changed or will be successfully delivered to the reconsigned address. If our freight provider attempts to accommodate the request, fees start at $350 per shipment request.

      • STORAGE - Once your shipment is ready to be delivered by the freight provider, you should receive a call from the shipping company responsible for your delivery to schedule the delivery appointment window. Failing to schedule an appointment within 24 hours may result in storage fees and/or return shipment and re-delivery costs STARTING AT $80 DOLLARS PER DAY.

      • MISSED DELIVERY APPOINTMENTS - Missed delivery appointments can result in a minimum of $400 or more, and consecutive missed appointments will incur additional charges. Please confirm with your designated shipment receiver that they are ready to accept the shipment and require them to keep scheduled appointments to avoid unnecessary fees.



      DURING YOUR SHIPMENT DELIVERY


      • ATTENTION - All shipments are CRUBSIDE ONLY and REQUIRE A SIGNATURE. Please ask the driver to contact their dispatch if issues arise during delivery.

      • NOT GOING TO BE PRESENT DURING DELIVERY? - If you (the purchaser) will not be present to sign for the delivery of your OUTERclé shipment, it is your responsibility to share the shipping, delivery, and claim policies with the person who will be receiving and signing for the shipment prior to scheduling the delivery.

      • FROM CURBSIDE TO STORAGE - You are responsible for bringing the tile inside from the curb, as all shipments are delivered curbside. The delivery drivers will not break down pallets or deliver the tile inside. Remember that the tiles are heavy, weighing up to 50lbs per box or more, and additional equipment may be needed to safely move the shipment inside - please consult with your contractor.

      • RECEIVING YOUR TILE DELIVERY - Open and inspect at least two to three boxes of tile (even if no external damage is visible) to see if any 'concealed' damage is present at delivery time. If any 'concealed' damage is discovered during the delivery, please note this on the bill of lading/delivery receipt.

      • SIGNS OF A DAMAGED SHIPMENT UPON DELIVERY? - Even if damage is present, do not refuse the shipment. Sign for the order and note the condition on the Bill of Lading and Delivery Receipt.

      IMPORTANT - REFUSING THE SHIPMENT WILL ONLY DELAY THE CLAIM PROCESS.

        • Please take several clear photos of the condition of the material on the pallet before unwrapping it. You may need to sign for the shipment before you can inspect it—notate "pending inspection" and update your notes afterward with the condition of the shipment.

        • Any signs of damage or shortage must be noted on the delivery receipt and the driver's copy of the bill of lading. Please include a description (i.e. "short one box" or "five boxes are heavily damaged") must be included.

      • SHIPMENT ACCEPTABLE AT DELIVERY? - If the QUANTITY and CONDITION are acceptable, sign the delivery receipt. As a precaution, we recommend taking photos of the delivery receipt and packing list. 

      • MANDATORY FULL SHIPMENT INSPECTION! - YOU HAVE ONLY 48 HOURS TO REPORT HIDDEN ISSUES, fully inspect the shipment, and contact our customer service team for any damage, shortage, or incorrect product received within 48 hours of the delivery date. Freight providers will not allow any claims after 48 hours - and OUTERclé will be unable to file a claim on your behalf or send replacement material. In addition, we will require clear photos of the damage and the total number of tiles affected. Please email us at claims@outercle.com or call 415-785-1015 for any questions.


      CLAIMS

      • ATTENTION - For all tile orders, 2%–4% of the tile may arrive damaged, which is considered an acceptable amount of transit damage per order. Tiles are inherently fragile, and because our tiles are primarily handmade, hand-picked, and hand-packed - slight surface imperfections are to be expected. We suggest ordering at LEAST 15% more than your project requirements to allow for cuts and future repairs.

      • TILE IMPERFECTIONS VS. GENUINE DAMAGE - Ensure you and your shipment receiving team have reviewed our material guidelines before placing an order to understand inherent imperfections. Most of our tile collections are rated for various levels of imperfections, which may be present in any given order. Claims are filed on your behalf with our freight providers for GENUINE damage, NOT imperfections expected with any given collection.

      • FULL SHIPMENT INSPECTION - Every box must be opened and the shipment thoroughly inspected. All claims MUST BE REPORTED WITHIN 48 HOURS OF DELIVERY TO claims@outercle.com if any of the following conditions are identified during the full inspection:

        • Product shortage
        • Incorrect product sent
        • Damaged exterior of boxes  
        • Damaged products

      IMPORTANT - YOU MUST REPORT ANY DAMAGE, PRODUCT SHORTAGE, OR INCORRECT PRODUCT DELIVERY TO OUTERCLÉ WITHIN 48 HOURS OF RECEIVING THE SHIPMENT. FAILURE TO DO SO WILL RESULT IN US BEING UNABLE TO PROCESS YOUR CLAIM!


      • NEED TO FILE A CLAIM? - Our team will require your claim information within 48 hours of delivery to review the claim. You will be required to provide the following:

        • AN ACCURATE PIECE COUNT OF THE AFFECTED MATERIAL

        • PHOTOS SHOWING THE SEVERITY OF THE DAMAGE
            • We do not need a photograph of each individual tile, but a handful of photographs corroborating the claimed amount is best.

        • PLEASE BE PREPARED TO PROVIDE ADDITIONAL PHOTOS AND INFORMATION UPON REQUEST DURING THE CLAIM REVIEW.

      • CLAIM QUESTIONS? - Please have the order number associated with the shipment available and us at email claims@outercle.com.


      INSTALLATION DEEMS ACCEPTANCE OF THE MATERIAL

      • TILE AND CONSTRUCTION INDUSTRY STANDARDS - DEEMS INSTALLATION AS ACCEPTANCE of material, and returns will not be possible.
        • Before installation, please remember to BLEND all tiles. 
        • Examine ALL boxes before installation. 
        • Check for any color and quality variations before installing. 
        • NEVER install directly from the box without blending all tiles from all the boxes and having them approved by the end user. 

      WARNING! INSTALLATION IS ACCEPTANCE. APPROVE ALL TILES BEFORE INSTALLATION!



      RIGHT TO REFUSE BUSINESS - An order may be terminated by OUTERclé for any reason or for no reason at all.