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© 2019 MAPLE JUDE & CO. ALL RIGHTS RESERVED 

CERAMIC TILE  FAQ

TILE RETURN / CANCELLATION POLICY 

MAPLE JUDE & CO. DOES NOT ACCEPT RETURNS ON ANY OF OUR CERAMIC TILES IN ORDER TO MINIMIZE INCONSISTENCIES. WE ENCOURAGE VIEWING SAMPLES PRIOR TO ORDER. ALL MATERIAL IS HANDMADE AND SHADE VARIATIONS ARE PART OF THE INHERENT BEAUTY OF CERAMIC TILE AND ALTHOUGH WE TRY TO ENSURE PRODUCT IMAGES OR SAMPLES ARE AS CLOSE AS POSSIBLE TO YOUR ORDER, VARIATIONS ON APPEARANCE ARE POSSIBLE.

MAPLE JUDE & CO. ONLY ACCEPTS CANCELLATIONS WITHIN 2 HOURS OF PROCESSING YOUR ORDER. OUTSIDE OF THIS TIME-FRAME, ORDERS CANNOT BE CANCELLED. 

ORDER FULFILLMENT / LEAD TIMES

IF THE TILE IS NOT IN STOCK, IT WILL BE MADE TO ORDER. OUR GENERAL LEAD TIME IS 6-8 WEEKS AND 10-12 WEEKS FOR CUSTOM ORDERS. THE MINIMUM ORDER FOR OUR BLACK AND WHITE TILES IS 25 SQUARE FEET. THE MINIMUM ORDER FOR OUR COLOR TILE IS 50 SQUARE FEET PER COLOR. PLEASE BE ADVISED THAT ANY AND ALL DELIVERY DATES ARE ESTIMATES ONLY, WE CANNOT GUARANTEE SPECIFIC DEADLINES. WE RECOMMEND BOOKING INSTALLATION ONLY AFTER RECEIPT OF ALL THE TILES HAVE BEEN DELIVERED TO YOUR SITE AND INSPECTED

 

CONTRACTORS EXPECT ON AVERAGE 2%-3% OF THE TILES IN YOUR ORDER WILL ARRIVE DAMAGED, CHIPPED OR SCRATCHED. TILES ARE PRIMARILY HANDMADE, HAND PICKED AND HAND PACKED. OUR SUGGESTION IS TO ORDER AT LEAST 10% MORE SQUARE FOOTAGE THAN YOUR PROJECT REQUIRES TO ALLOW FOR THESE ISSUES, AS WELL AS INSTALLATION CUTS AND BREAKAGE. 

 

MAKE YOUR CONTRACTOR RESPONSIBLE FOR YOUR TILE QUANTITIES AND ENSURE THAT YOUR CONTRACTOR HAS ADDED THE 10%-15% TO THE FINAL QUANTITY. THIS WILL AVOID THE NEED TO ADD ON TO YOUR ORDER. IF YOU NEED TO PLACE AN ORDER FOR ADDITIONAL TILE TO FINISH YOUR PROJECT, THE RISK THAT THE NEW TILES WILL NOT MATCH YOUR PREVIOUS ORDER IS HIGH AS EACH GLAZE IS MADE FROM SCRATCH FOR EACH ORDER.  IF THIS ISSUE DOES OCCUR, WE REQUEST A CONTROL SAMPLE FROM YOUR ORIGINAL ORDER TO SUBMIT TO THE FACTORY TO BETTER MATCH THE ORIGINAL TILE ORDER. 

 

ONCE YOUR ORDER HAS SHIPPED, YOU WILL RECEIVE A CALL FROM OUR SHIPPING COMPANY TO SCHEDULE A DELIVERY APPOINTMENT WINDOW. IF THIS IS NOT ACCOMPLISHED WITHIN 72 HOURS, IT CAN RESULT IN STORAGE FEES OR EXTRA DELIVERY COSTS OF WHICH THE BUYER IS RESPONSIBLE. PLEASE KEEP IN MIND YOUR TILE ORDER IS HEAVY AND DELIVERY DRIVERS WILL NOT BREAK DOWN PALLETS OR DELIVER TILE INSIDE. 

 

MAKE SURE TO INSPECT YOUR SHIPMENT FOR ANY SIGNS OF DAMAGE THAT COULD INDICATE DAMAGE TO THE TILES. THIS DAMAGE INSPECTION SHOULD BE MADE BEFORE ACCEPTING YOUR SHIPMENT. RECORD ANY SIGNS OF DAMAGE ON YOUR BILL OF LANDING AND HAND TO YOUR DRIVER. ANY CLAIMS ON MISSING OR DAMAGED TILE MUST BE RECEIVED AT INFO@MAPLEJUDE.COM WITHIN 48 HOURS OF DELIVERY. 

 

MAPLE JUDE & CO. DOES NOT ACCEPT RESPONSIBILITY OR LIABILITY FOR INSTALLATION, GROUTING, SEALING OR REFINISHING OF ANY PRODUCT. INSTALLATION SIGNIFIES ACCEPTANCE AND NO ADJUSTMENTS CAN BE MADE ONCE MATERIAL HAS BEEN INSTALLED.

CUSTOM ORDERS 

EACH OF OUR PATTERNS ARE AVAILABLE IN A SELECTED COLOR FROM OUR COLOR PALETTE. WE CAN CUSTOMIZE A PATTERN IN ANY COLOR OF OUR COLOR PALETTE; THIS IS CONSIDERED A CUSTOM ORDER. THERE IS A SETUP FEE OF $350 AND A MINIMUM ORDER REQUIREMENT OF 215 SQUARE FEET. 

COLOR VARIATION / SAMPLE POLICY

SOME VARIATION IN THE TILE COLORS IS EXPECTED. GENERALLY AS A WHOLE, THE TILES GROUPED IN ANY INSTALLATION WILL PRESENT UNIFORM LOOK. THERE WILL BE A HIGHER DEGREE OF VARIATION WITH TILES FROM SEPARATE PRODUCTION BATCHES. ENSURING YOUR TILE ORDER HAS SUFFICIENT QUANTITY IS CRUCIAL TO ENSURE THE BEST CONSISTENCY FOR COMPLETING YOUR PROJECT SUCCESSFULLY.

 

WE STRONGLY ENCOURAGE VIEWING SAMPLES PRIOR TO PLACING YOUR ORDER. ALL MATERIAL IS HANDMADE AND SHADE VARIATIONS ARE PART OF THE INHERENT BEAUTY OF THE HAND SILK-SCREENING PROCESS OF OUR CERAMIC TILE AND ALTHOUGH WE TRY TO ENSURE PRODUCT IMAGES OR SAMPLES ARE AS CLOSE AS POSSIBLE TO YOUR ORDER, VARIATIONS ON APPEARANCE ARE POSSIBLE AND SHOULD BE EXPECTED

SUGGESTED USAGE

WE RECOMMEND WALL APPLICATIONS AND LIGHT-TRAFFIC RESIDENTIAL FLOOR APPLICATIONS.  TILE IS NOT SLIP RATED AND NO TILE IS SLIP PROOF. TILE IS NOT RECOMMENDED FOR SUBMERGED AREAS SUCH AS POOLS AND IS NOT RATED FOR FREEZE/THAW. 

INTERNATIONAL SHIPPING

MAPLE JUDE & CO. SHIPS INTERNATIONALLY TO CANADA, EUROPE, AUSTRALIA AND NEW ZEALAND (WITH SOME EXCEPTIONS). 

 

TO RECEIVE A SHIPPING QUOTE PLEASE EMAIL INFO@MAPLEJUDE.COM WITH THE ITEMS AND QUANTITIES YOU’D LIKE TO PURCHASE AS WELL AS YOUR EXACT ADDRESS.  YOU WILL THEN RECEIVE A SHIPPING QUOTE.

 

MAPLE JUDE & CO IS NOT RESPONSIBLE FOR IMPORT FEES, TAXES, VATS OR ANY OTHER CUSTOMS FEES SHOULD YOUR PACKAGE BE PROCESSED BY CUSTOMS.

FEES CAN RANGE FROM 20% TO 40% OF THE ORDER TOTAL.  ALL SALES ARE FINAL. 

 

IF CUSTOMS DOES PROCESS YOUR SHIPMENT YOU MAY EXPERIENCE DELAYS. IF PACKAGES ARE REFUSED DUE TO UNEXPECTED CUSTOMS CHARGES YOU WILL BE CHARGED FOR OUTGOING AND INCOMING SHIPPING CHARGES AS WELL AS THE REFUSAL CHARGES.  UNFORTUNATELY WE HAVE NO CONTROL OVER THESE CHARGES OR DELAYS AND CANNOT PREDICT WHAT THEY MIGHT BE, AND THEREFORE SUGGEST YOU CONTACT YOUR LOCAL CUSTOMS OFFICE FOR ADDITIONAL INFORMATION.

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