Shipping Policy

We do our best to ship your orders as soon as possible..

Thank you for your patience and understanding!

If you are shipping to AK, HI, PR, U.S. Virgin Islands or a remote location, such as a military base or an island accessible only by air or ferry, we will calculate the shipping after the order is processed online.

Tracking your Shipment:

If your order contains multiple parcels, there is a chance that you will receive your shipment on different days.

Please email orders@mmgmarble.com and reference your order# for shipping information.

*In case something arrives broken, please:

Note it with the delivery driver/person. We strongly recommend inspecting the delivery before you sign off with the courier.

Visit our Damages Policy for instructions on how to easily file a claim so that we can take care of your replacement tile. Do not submit a return. You must notify us within 48 hours of delivery if there are damages, otherwise we cannot accept your claim. If your order shipped to a job site, you are responsible for making sure the shipment is inspected within this time frame.

Damages During Installation:

If the tile is damaged during installation or installed incorrectly by the customer or customer’s installer, MMG is not responsible for returns, exchanges, or refunds of any kind.

If the tile arrived damaged during shipping, it is the customer’s responsibility to notify MMG before installation and file a claim. If the damaged tiles were still used during installation, MMG Tile & Stone is not responsible for returns, exchanges, or refunds of any kind as a damage claim should have been filed prior to installation. Installation of material constitutes acceptance. View our Damages Policy.

Freight Orders:

All deliveries are curbside ONLY.

If your order shipped on a pallet, you should expect a call from a freight company to schedule a delivery appointment for both residential and jobsite delivery. Failure to schedule an appointment with the freight company within 24 hours may result in additional fees (storage, re-delivery, etc.)

If you miss your scheduled delivery appointment, the freight company will assess an additional fee which you will be responsible for.

Residential Freight Delivery Considerations:
1 Street access must be at least 10 feet wide.
2 There should be a clear and unobstructed path to the delivery location.

Secured/Limited Access:

If the freight truck driver is not able to drive and backup directly to the unloading area at the delivery location, for example there is a security gate they need to stop at before entering, then this location is considered as “Secured/Limited Access.” The freight carrier will charge an added fee in addition to the standard freight rate.

Backorders:

If your order is backordered, please expect the materials to be shipped as early as possible. Estimated delivery dates may be earlier than expected. Please contact orders@mmgmarble.com and reference your online order# for a lead time status on backorders.

Returns:

Please see our Returns Policy for shipping information after delivery is completed.

Exchanges:

Color variation of tiles may vary. Please request lot photos and/or purchase a sample to ensure you like the color, finish, design, etc. of the tile prior to ordering. If you’re not pleased with the variation of your tiles when your order arrives and want to exchange for a different lot, please note that you will be responsible for return shipping and a 15% restocking fee. Contact our support team at orders@mmgmarble.com within 30 days from delivery in order to be eligible for an exchange.

Cancellations:

Please let us know as soon as possible if you need to make any changes to your order. Once your order has shipped, it cannot be edited or canceled. Customers need to notify MMG regarding changes or cancellations via email (orders@mmgmarble.com) within 48 hours of placing the order.

Please note, if you wish to cancel an order that has been processed but not packed yet, a 5% cancellation fee will be deducted from your refund. If order was packed and ready for shipment, a 15% to 25% restocking fee applies depending on the product type.

PLEASE DO NOT REFUSE A SHIPMENT –

In the event a shipment is refused, the order will incur additional shipping charges that the customer will be responsible for paying. Refused shipments are subject to return shipping costs and a 15% to 25% restocking fee depending on the product type.

If there is damage to a pallet, please note it on the shipping documents and follow the steps in our Damages policy.

Storage Fees:

MMG Tile & Stone agrees to hold orders for up to 30 days at no charge. After the first 30 days, held orders will be subject to a Storage Fee of $5 per pallet per day, or a maximum of $100 per pallet per month. Any Storage Fees incurred must be paid in full before product can be released for shipment.