Tile is fragile and, depending on the method and number of times handled, is susceptible to scratching, chipping and cracking. We endeavor to ensure that all of your tile arrives perfectly intact, but the reality is that no matter how hard we try, there may be a small number of the tiles that get damaged during transport.
Be sure to inspect the order before signing to accept the shipment. Look for damaged packaging, broken tiles, missing boxes from the Bill of Lading or if anything looks out of sorts like open boxes that may look like they have been tampered with. Be sure to note this on the documents from the shipper and take extensive photographs. Geon Tile cannot process a claim without this information noted on the Bill of Lading.
If you notice damaged tiles, do not refuse acceptance of the order. Please note the issues, in full detail as described above, and we will begin the process of getting replacement products to you.
To make a claim for damaged or missing goods, please fill out the Delivery Claims Form within 48 hours.
Follow this step-by-step workflow for when you receive your order:
For Visible Damage:
It is your responsibility as the consignee (receiver) to note any visible damage on all copies of the proof of delivery or on the driver’s hand-held (where applicable) and request an ASF (Additional Services Form) from the driver noting the damage. Take multiple photos of the damage before the skid is unpacked.
Notify Geon Tile of the damage immediately by emailing [email protected]. Include a description of the damage as well as photos.
Please ensure that your inspection is preformed quickly but thoroughly as to not delay the carrier’s driver from departure.
For Concealed Damage (Must be reported within 24 hours of delivery):
Keep all packaging material
Notify Geon Tile of damage immediately by emailing [email protected]. Include a description of the damage as well as photos.
Please note: Damage not reported within 24 hours will not be covered under freight insurance, and will not be eligible for replacement.
Having trouble? Shoot us an email with your question.