Shipping Quotes

When we give you a shipping quote based on Zip code, it is an estimate, unless we base your quote on your exact street address.  It is an estimate because that street address can affect the price and it can vary by $75-$100.  So a zip code quote is an estimate - full address quotes are valid for 2 days.  If you are given an estimated delivery time it is just that an estimate, if you need a guaranteed delivery time you must ask a sales rep for our 'guaranteed delivery form' - this you need to complete and then all charges surrounding, which can include air flight to get the product to you at the time you need will be passed on to you.  Our standard delivery is an estimate - so do not book installers around estimated delivery times, wait until the product has arrived.

Arrival times

The average delivery time for an order is 7-10 business days after payment clears. Some orders arrive earlier, most orders arrive within the 7-10 business day window and some orders arrive later.

On delivery day

• Inspect the outside of the cartons for any signs of damage. If the product is damaged the cartons will show distress and be torn.

• Count the cartons to make sure they are all there. Make a note on the delivery slip (BOL) for the amount of any damaged cartons or the amount of missing cartons.  

• Sign the delivery slip and receive both the damaged and undamaged product.

• Call us to arrange for the replacement of the damaged product or any cartons that may be missing.

We replace your product and work with the delivery companies on shipping claims. This is full service with us filing your claim providing you sign for the damage upon receipt of the shipment. If you do not sign for shipping damage on the BOL at the time of delivery we lose our ability to file a claim with the delivery company on your behalf. This means we are not able to provide you with replacement material at no cost and you have to file a claim with the shipping company on your own.

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Terminal Deliveries

Terminal deliveries are the most cost effect way of shipping heavy and large order around the USA.  In most cases 30-50% of the freight cost is in what's called 'residential delivery charges' and the 'lift gate charge'.  Residential deliveries are expensive because the freight company has increased liability and insurance as the possibility of damage increases.  Builders Depot Direct will give/can you an option of a terminal delivery.  This will allow you or your contractor to go and collect the product at the freight company's warehouse.  A large amount of our customers choose this method, a terminal delivery can save as much as $175.00 and if the terminal is a few miles away it makes complete sense.

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When you collect the product at the terminal, it is your responsibility to inspect the material. Once you sign for the product it is now yours and any damaged material cannot be claimed for after pick up.  There are no claims for material once the product has been picked up from the terminal - SO PLEASE TAKE 5 MINUTES AND LOOK INSIDE A FEW BOXES - If there is damage refuse it.

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FedEx Shipments 

Marble and glass tile is very fragile and heavy to ship. We do not require “signature to receive” Ground and Express shipments whether samples or purchase orders. The reason for no signature is to protect your order from damage. The constant moving of your order while attempting to deliver may cause damage that we have no control over. We provide all customers their tracking details for sample and purchase orders. While we do not expect our customers to sit around and wait for their shipment but the customer can track their package(s) for approximately delivery date and time. Upon customer’s request we will add “signature required” to the shipment.

Refunds

• Please allow 24 hours for internal processing of credit card refunds.

• Please allow 48 hours for processing check/money order refunds. Check/money orders are refunded only after the funds have cleared our bank.

• Refund checks that are not picked up in person are mailed via USPS priority mail.

• Changed, cancelled and returned orders

Samples are provided at the lowest possible cost, the reason we do this is because we want you to get a sample.  If you see the product before ordering you can then verify it is what you are looking for - as there can be some differences between the images and the actual product.  We highly recommend purchasing a sample before you buy. There are no refunds on sample purchases.

Website/Phone Purchases

Orders can be adjusted or changed providing the adjustment is done the same day prior to 3:00 pm Eastern Time. After this time, there is no guarantee that an order can be changed or cancelled from shipping out of the warehouse. Orders that are cancelled that have not been shipped are assessed a non negotiable 20% cancellation fee.

Orders can also be cancelled after they have shipped. In this event, the order is subject to a non negotiable 25% cancellation fee as well as the cost to stop and return the shipment charged by the shipping company.

Final Note

This may seem obvious but please do not book an installer/labor to complete your flooring, tile, laminate, glass project until you have the product fully inspected and in your possession.  What we mean by this is do not count on the shipper to deliver by a certain date and then have installer booked that same day to install.  You may get lucky and it could work out but inevitability there could be thinks beyond all our control that may further delay (natural disaster, truck accident) or damage the shipment.

If you wait until the product is fully inspected there will be no disappointment and no panicked phone calls with regards to your shipment.  All of this is common sense – but it needs to be said.

 

Returns

We are happy to accept returns on partial orders with a 10 carton, 10 linear feet or 10SF minimum. Returns are valid for non promotional items (this means items that are running line and not discontinued). The return must be in unopened perfect cartons and orders dated within 10 days from the date on the original receipt. A non negotiable 25% re-stocking fee is assessed for returns. In the event the product needs to ship back to us, the cost of shipping is the responsibility of the customer. Refunds are given after the product has been received by the warehouse in good resalable condition. Please package returns carefully so they arrive in safe condition.

 

Please Note:

In most cases we will work with our customers on returns, as we are trying to build long term relationships - not one off sales.  However there is one exception - if you do not order a sample and just purchase blindly.  Samples are provided by Builders Depot at the lowest possible cost so our customers can make informed choices about their purchase.  So please order a sample, the pictures on the site are as representative as possible - nothing beats seeing it for yourself.

 

We reserve the right to refuse any and all returns if:

1. You did not get a sample, you simply went online and ordered products of glass, stone, laminate, etc essentially called 'blind ordering'. Product colors vary significantly depending on your monitor settings.  A simple sample shipment would have confirmed if this is the product/color/quality you wanted.  No sample - no returns.
2. You received a quote and approved it and then once the product delivered you changed your mind.  For example, you receive a quote of 12x12" Carrara marble tile, you are quoted on shipping, you receive a detailed quote back of 100SF of Carrara 12x12 plus shipping and handling.  The product arrives - you then say I actually wanted 3x6".  Please check your quote & invoice in detail.

Shade Variation in Natural Stone

Shade variation is inherent in all-natural stone materials. Colors and finishes may vary, which adds to the rustic all-natural appeal of the stone.  We make every effort to ensure that samples are representative of the material we ship to you. However, as the samples are typically 6x6" pieces, it may not be possible to show all the variations that are inherent in the material. It is important to have a basic understanding of the product, color range, and possible natural variations that are inherent in the material that will occur and are beyond our control.

 

We recommend you work closely with your professional installer as the natural stone you purchase needs to be laid out to your desired look before installation.  You cannot just take the product out of the box and install one piece after another there is a look to create that takes skill.  

 

Please also remember that when you receive your tile to look at all the pieces, you cannot just view one or two pieces of 3x6, 6x6 or 12x12 and decide the color is not correct, again you need to look at the whole picture.

 

 

Natural stone is not for amateurs it takes skill in laying the product to make best use of the variations in color.  We cannot pick through every box, photograph each tile to give you the exact look you need.  What is a good idea is too slightly over order that way any rogue pieces can be discarded and you will end up with a beautiful finish.

 

 

FREIGHT RATES: Please be aware that large orders only have complicated freight calculations.  If your rate seems high, it is probably becuase you are shipping a large order.  If you email us we will be able to search multiple freight companies to get you the best rate.  In some cases saving you as much as 70%.