Common Questions

How will my order ship?

• All orders will be shipped via UPS, FedEX, or Common Carrier (LTL) depending on the size of the order. 

Do I have to be present for delivery? 

• Yes, you will need to be present at the time of delivery to inspect the material you are receiving and sign the Bill of Lading or paperwork showing you received the material in good condition. Most UPS shipments you do not need to be home to accept the delivery.

How should I prepare for delivery? 

• All freight/LTL standard shipments are curbside delivery only. You will need to be prepared to move the material into your home.

What is curbside delivery? 

• Due to liability reasons, palletized shipments for freight/LTL will be unloaded at the street, or curbside. It is your responsibility as the consignee to haul the material from the street to your home. 

How should I inspect my shipment? 

• Make sure the wooden pallet is intact, with no visible damage.
• Visually inspect the pallet, boxes, material for damage.
• Sign the Bill of Lading “subject to inspection possible damage inside.” This will ensure that you are covered if you do find damage. 
• Cut the shrink wrap around the pallet and inspect the cartons/boxes
• Confirm the amount received and material received is correct.
• Report any damages to Surface Group International, as well as, file a claim with the carrier of the shipment. 

Can I return Material? 

• Yes, we will accept 4 or more unopened cartons within 15 days for most stock materials. Please note some vendors will not accept returns and therefore we cannot accept the return. 

Do you charge a restocking fee? 

• Yes, there will be a 25% restocking fee that applies to the total amount of material being returned. You will also need to pay for the return shipment.

Shipping

We ship materials in the continental US only. Orders placed outside of operating business hours, or on Saturday/Sunday, will be processed the following business day. Depending on the size of an order, most orders will ship via an LTL carrier, which includes standard residential, curbside, and lift gate delivery. As the consignee you will be contacted by the LTL carrier to arrange an appointment window for your delivery. At the time of delivery the material will not be carried into your home or garage. Delivery is curbside only. Please be aware LTL shipments are typically delivered by large tractor trailers and limited access areas may require special arrangements for delivery which may result in additional costs to be paid by the customer. Any request to change delivery destinations after the material has been shipped will result in additional freight charges to be paid by the customer. The rate will be determined by the carrier who has the freight. Surface Group International does not have control of freight rates or additional charges due to changes made by the customer.

In the event of backorders or other events outside of Surface Group Internationals control, split shipments at the customer’s request, will be subject to recalculated freight charges based on the shipment requirements of the individual materials or loads.  Surface Group International is not responsible for additional freight charges due to split shipments without prior written approval.

If special shipment requirements are needed please contact Surface Group International directly and we can work up alternative prices or options. 

Accepting your shipment

It is your responsibility as the consignee to inspect the shipment when it is delivered. You cannot sign the Bill of Lading and let the driver leave until you have inspected it for damage or missing material. If you do not have time to inspect the shipment please make sure the Bill of Lading is signed for with a note stating the shipment is pending inspection for damage or missing material. If you sign the paperwork without any notes for pending inspections, or visible damage you are stating the material was received in good condition and the correct quantity. You will not be able to make a claim if you do not make any notes on the Bill of Lading and then later find damaged or missing material. If you do find damaged or missing material, note this on the Bill of Lading and also send Surface Group International an email, with pictures of the damage to report the damaged or missing products within 24 hours of receiving your shipment. 

Delivery Times

Most orders ship within 5 to 15 business days from the time of your completed order. Material comes from several different warehouses and/or factories. If we anticipate your order will not ship in 5 to 15 business days, due to back order issues, you will be contacted before we process your order. 

Returns Policy

We will accept returns of 4 or more full, unopened cartons within 15 days of receiving your product(s). There are no returns on trims/mouldings, decorative tiles or natural stone. All returns will be subjected to a 25% restock charge and freight costs for shipping material back to the manufacturer. Please be advised that some manufacturers will not accept returns at all. 

Your refund will be processed for returned materials once the material is received back at the manufactures’ warehouse and they are able to inspect the shipment to make sure there is no damage, or material missing. If the material is damaged/ or short shipped your refund will be deducted in the amount of damaged or missing materials. 

If you need to return an item, simply send Surface Group International an email with your order number and the materials you are wanting to return. We will then review your order to make sure the material can be returned, and we will then provide the costs for returning the material. Once you approve of these costs we can initiate the return.

 

 TERMS AND CONDITIONS

1) Surface Group International is not a contractor. However, we can provide recommendations for installation or maintenance for projects in the ChicagoLand Area. 

2) All quantities must be verified by the buyer. Surface Group International accepts no responsibility for quantities and measurements. Any additional material needed for miscalculations will be paid by the buyer. 

3) All materials sold are subject to variation in color and size. All material measurements are nominal. Hand-made tile is subject to irregularities in size, shape, odor and warpage. Stone is a natural material. There will be color variation from samples and displays, as well as within your shipment. We recommend a minimum of 15% overage on any natural stone product, and 10% for porcelain tiles. Tile and stone are not guaranteed after delivery against chipping, crazing, cracking or wear. All stone and crackle glaze ceramic tiles must be sealed.

4) Returns will be accepted on a case by case basis. Items are returnable in the same condition they were received with a 25% restock fee plus the freight charge for the return. Please be careful with your measurements.

5) There are no returns or cancellations, on custom or made-to-order products.

6) All tile, stone, and decorative tiles are shipped via common carrier with standard residential curbside delivery when the weight is over 125lbs. The material will not be delivered into your home. It is the client's responsibility to verify box count and any damage to materials before signing the bill of lading. Please take a look at the pallet before you are signing for material. If the pallet looks unwrapped, tampered with or cartons have shifted in transit please sign the bill of lading as follows: "Possible damage, subject to inspection" and please list the reason. Any visible damage or discrepancies must be noted on the bill of lading before signing. All deliveries must be fully opened and inspected within 24 hours of delivery. Client agrees to notify and place claim directly with the carrier within 24 hours if concealed damage is found. Surface Group International is willing to assist clients to collect claims for loss or damage, but this willingness on our part does not make us responsible for collection of claims or replacement. 

7) Surface Group International shall not be responsible for delivery delays caused by acts of God, strikes, accidents, border/customs delays, traffic, natural catastrophes or other delays which are beyond the control of Surface Group International. Any claims for delays, damage, or loss in transit, will be against the carrier, and the buyer hereby waives any such claims as against Surface Group International.

8) Installation constitutes full and complete acceptance. Absolutely no claims or returns will be honored after partial or complete installation.

9) All orders placed with Surface Group International are subject to review. Money will not be processed until all orders are verified for correct price, shipping and tax. If a discrepancy is found you will be contacted to approve the change or decline and cancel your order.

10) Orders placed outside of operating business hours, or on Saturday/Sunday, will be processed the following business day.

Please Note: Most LTL orders ship within 5 to 15 business days from the time of your completed order. Material comes from several different warehouses and / or factories. If we anticipate your order will not ship in 5 to 15 business days, due to back order issues, you will be contacted before we process your order.