Surfaces Galore Shipping Policy
Acceptance:
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Notify us of any issues with your order before installation. Once an item is installed, we cannot accept claims or returns.
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Orders and payments received are usually shipped the same day.
All Shipments Are Insured:
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Your shipment is fully insured. If it arrives damaged, notify us within 2-3 days with pictures of the damage. This timeframe is crucial for reimbursement from the carrier. If the shipment is completely damaged, please reject it to simplify the process.
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Concealed damages may not be visible until the package is opened. You have 2 days to inspect your shipment and report any damage. Provide pictures, and we will send replacements at no cost to you.
Custom Orders:
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Custom orders are not eligible for return and cannot be canceled or returned at any time.
Delivery Types:
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We primarily use FedEx for freight and partial shipments (other companies may be used under similar conditions). For FedEx freight shipments, please provide a valid cellphone number, as FedEx will call to arrange a delivery appointment. If FedEx cannot reach you, the shipment will be put on hold and returned to us, with the customer responsible for return shipping costs and related fees. Initial freight costs are non-refundable for non-deliverable orders. All freight shipments are curbside delivery, and someone must be present to receive them. Missing a delivery appointment may incur a re-delivery fee of up to $350.
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Changing the delivery address after shipping via FedEx freight is difficult and costly, with reconsignment fees starting at $250.
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For residential freight deliveries, lift-gated curbside delivery services will be provided. Arrange for moving the products inside your property. For commercial addresses, a loading/unloading dock and equipment are required.
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Carriers will contact you to arrange delivery. Ensure availability to avoid re-delivery fees.
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Larger packages are shipped using reliable freight companies with curbside delivery.
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Surfaces Galore ships products anywhere in the United States. Due to the heavy nature of stone products, shipping costs are higher compared to other online purchases like clothing or electronics. The shipping rate provided is applicable only for the Continental US. For orders to Alaska, Hawaii, US Protectorates, or APO/FPO addresses, please contact us for a shipping quote.
Self-Pickup Opportunity:
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Enjoy fast and affordable self-pickup for all your orders. By ordering from SurfacesGalore.com, you're buying directly from the source. Most products are in stock at our warehouse and ready for pickup within a few hours. Choose this option to save on shipping costs and time for your beautiful project.
Shipment Confirmation & Order Tracking:
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You will receive a shipment confirmation email once your order has shipped, containing your tracking number(s). The tracking number will be active within 24 hours.
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Sometimes, it may appear that a package has shipped but is not moving. This is normal, as trucks visit all terminals and packages are scanned at each terminal. Please allow some time for the system to update the package location. We appreciate your patience.
Sample Shipments:
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Sample shipments are swatches only, typically sized 4"x4" to 6"x6". For tiles such as 8x8, 3x6, 4x12, 2x8, and 3x9, we will send one full piece. Larger tiles will receive a 4"x4" or 6"x6" sample swatch. Mosaic tile samples will also be 4"x4" or 6"x6".
Cancellation:
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We process and ship orders as quickly as possible. To cancel an order, please request via email or phone within 24 hours of placing your order. If 24 hours have passed, please call us to see if we can still cancel it. Once an order is prepared and packed, we can no longer cancel it.
- Items purchased under sale, clearance, or custom "as-is" condition are not eligible for return, exchange, or refund. This includes all items listed under the clearance section and any custom orders. Please carefully review your selections before finalizing your purchase, as all sales of these items are final.