Shipping & Delivery Policy

1. General Overview

We ship flooring products nationwide using LTL (Less-Than-Truckload) freight carriers. Freight shipping is different from standard parcel delivery (UPS, FedEx, etc.) and requires specific procedures. Please review this policy carefully so you know what to expect when ordering tile, stone, or other palletized flooring products.

2. Shipping Quote Process

  • Quote Required: Shipping charges are calculated separately from your product total. You may request a quote at checkout or by contacting our team before placing your order.

  • Delivery Options: We offer both residential and commercial/terminal pickup delivery options.

    • Residential: Liftgate service is available for home deliveries. The truck will lower the pallet to the ground at your curb or driveway.

    • Terminal Pickup: Customers may choose to pick up from the nearest freight terminal, often at a lower cost.

3. Transit Times

  • Typical transit time is 3–10 business days depending on your location.

  • Remote areas or special service requests may add additional time.

  • While we work with reliable carriers, transit times are estimates and not guaranteed.

4. Delivery Procedures

  • Scheduling: The freight carrier will contact you by phone to schedule a delivery appointment. Please ensure the phone number on your order is correct.

  • Receiving Delivery:

    • A person 18 years or older must be present to inspect and sign for the shipment.

    • The driver will unload the pallet with a liftgate and place it curbside or in your driveway. Drivers are not required to move freight inside your home or garage.

5. Inspection & Damage Policy

  • Before Signing: Carefully inspect the pallet and cartons for visible damage while the driver is present.

  • Document Issues:

    • Note any damage or shortages directly on the delivery receipt before signing.

    • Take photos of any damage to the pallet and product packaging.

  • Refuse if Necessary: If the product is clearly and extensively damaged, refuse the shipment and contact us immediately.

  • Concealed Damage: Hidden damage must be reported to us within 48 hours of delivery. Save all packaging until your claim is resolved.

6. Additional Fees

The following situations may result in extra freight charges (billed by the carrier):

  • Missed delivery appointments requiring redelivery.

  • Inside delivery requests.

  • Re-routing an order after it has shipped.

  • Limited access delivery locations (military bases, islands, rural areas, apartment or condominium complexes, etc.).

7. Local Pickup Option

If you prefer, many products are eligible for free local pickup from one of our regional warehouses. Choose “Local Pickup” at checkout and we’ll provide pickup instructions.

8. Customer Responsibility

By placing an order with us, you agree to:

  • Provide accurate shipping information.

  • Be available at the scheduled delivery time.

  • Inspect the freight upon arrival and document any issues on the delivery receipt.

9. Questions or Assistance

If you have any questions about your shipment or need help with a freight claim, please contact our office at 602-541-4290 or email Info@kennedytilellc.com