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SHIPPING POLICY
Terra Bella offers nationwide shipping in the United States. You may also arrange your own freight and coordinate with our customer service department. Additional charges may apply for orders shipping to Alaska and Hawaii, to be quoted once an order is received. Additional services such as liftgate, appointment required, limited access, re-delivery, storage, etc. will be billed as additional charges to the authorized dealer.
Dealers will have thirty (30) days from the day an order is placed to authorize Terra Bella to ship the order or arrange your own shipping. All truck deliveries are curbside unless special arrangements have been made. Tile is heavy! Please make sure your client has proper help on the site for the shipment arrival.
Our packaging and handling charges are $12.50 per order. There is a maximum quantity allowed for UPS shipments to prevent damage during transit. Generally, material ordered over these quantities will ship automatically via LTL truck:
- Stone Tile & Mosaics: 30 Sq Ft
- Ceramic: 40 Sq Ft
- Café/Bijoux Glass: 55 Sq Ft
Receiving: Shipment must be inspected immediately upon receipt. If the shipping company has damaged the shipment in transit, any visible damage must be noted on the Bill of Lading (BOL) at the time of delivery. Do not sign for the shipment unless you are sure it is in good condition. Please send pictures of all damage immediately to [email protected].
All damage must be reported to the shipper within 3 business days. Claims after 3 days will be automatically rejected by the trucking companies - we have no control over this. If there is hidden damage, take photos and keep the shipment intact for possible inspection by the shipping company. Do not throw away any boxes, packing material or product until the investigation is complete. If you arranged your own shipping, you will need to file the claim; if Terra Bella arranged shipping, we will file the claim.
SAMPLES POLICY
Terra Bella offers several sample sizes and options for authorized dealers to give their clients the best representation possible:
- Generic Shade Lot: Samples available in the Generic Shade Lot give a general representation for reference. The material in your actual order may vary from this sample in color.
- Specific Shade Lot: Samples available in a Specific Shade Lot number give a representation of its respective shade lot for reference and have been inspected to ensure accuracy. Once the material from a shade lot is sold out, these samples can still be used as Generic Shade Lot samples.
- Full Size Sheet/Tile: Ordering a full sheet or tile from a specific lot will give the best representation from its respective shade lot for reference. We offer a 50% discount for any full sheet or tile sample.
RETURN/CANCELLATION POLICY:
All returns must be authorized by Terra Bella and are subject to a 25% restocking fee.
Returns are allowed for full, unopened, intact boxes of product within thirty (30) days of receipt. To initiate the return process, please send photos of the unopened boxes to our customer service department to review. If approved, a Return Merchandise Authorization (RMA) will be issued to the dealer. The dealer is responsible for the cost and scheduling of freight for the return shipment. All return shipments must be shipped to us within 10 days of RMA issuance. Dealers must ensure that the return shipment is packed securely for transit. Credit will not be issued for broken or damaged material. Once freight is scheduled, please send tracking information to the customer service department.
Once the return shipment is received, our warehouse will inspect the shipment for damages and credit for all sellable material will be issued by our Accounting Department.
No returns are accepted after thirty (30) days the shipment was received. No returns or claims will be accepted after installation, as the material is no longer usable or sellable.
TERMS OF SALE
Approved accounts have NET 30 payment terms. All other accounts are Prepaid and must pay for the order before it ships. All Special items (made to order, custom, and non-stock) require a 50% non-refundable deposit. Special orders cannot be cancelled, returned, or refunded.
Written purchase orders are valid for fifteen (15) days. Dealer will be invoiced for the purchase order when it ships, or after 15 days (whichever comes first).
Natural stone will have variations in color, veining & texture. These inherent random qualities are what produce beautiful results and are not considered defects. Due to the special nature of our tile, stone, and mosaic products, your final order may not exactly match the displays. Due to the unique manufacturing processes and the variations of products of nature, please expect variations.
PRIVACY POLICY
Your privacy is respected here! Terra Bella will never sell your information. We would like to send you fun, respectful stock and design updates once in a while, but say the word and hear from us no more. Simply opt-out at any time you wish!
Cookie Policy
Last updated: July 23, 2024
1. Introduction
This Cookies Policy explains how Terra Bella Marble LLC ("we", "us", or "our") uses cookies and similar technologies on our website www.terrabella.design (the "Site"). By using our Site, you consent to the use of cookies as described in this policy.
2. What are Cookies?
Cookies are small text files that are placed on your device when you visit a website. They are widely used to make websites work more efficiently and provide information to the owners of the site.
3. How We Use Cookies
We use cookies for the following purposes:
- To enable certain functions of the Site
- To provide analytics to help us improve our Site and services
- To store your preferences for future visits
- To enable advertisement delivery and personalization
- To enhance your experience with our fine works in stone and tile
4. Types of Cookies We Use
4.1 Essential Cookies
These cookies are necessary for the Site to function properly. They enable core functionality such as security, network management, and accessibility.
4.2 Analytics Cookies
These cookies allow us to count visits and traffic sources so we can measure and improve the performance of our Site.
4.3 Functionality Cookies
These cookies enable the Site to provide enhanced functionality and personalization, such as remembering your preferences for stone and tile designs.
4.4 Advertising Cookies
These cookies are used to make advertising messages more relevant to you, helping us showcase our exquisite designs and high-quality merchandise more effectively.
5. Third-Party Cookies
We may use trusted third-party services that track this information on our behalf. These third-party cookies might include:
- Analytics tools to help us understand how visitors interact with our Site
- Social media plugins to enable easy sharing of our stone and tile designs
- Payment processing services for secure transactions
6. Managing Cookies
Most web browsers allow you to control cookies through their settings preferences. However, if you limit the ability of websites to set cookies, you may worsen your overall user experience, as it will no longer be personalized to you.
7. Your Privacy
Your privacy is important to us. Terra Bella Marble LLC is committed to protecting your personal information and will never sell it to third parties. We may send you respectful updates occasionally, but you can opt-out at any time.
8. Changes to This Policy
We may update our Cookies Policy from time to time. We will notify you of any changes by posting the new Cookies Policy on this page.
9. Contact Us
- If you have any questions about our Cookies Policy, please contact us at:
- Terra Bella Marble LLC
- 4 Orono St, Clifton NJ 07013
- [email protected]
Shipping Policy
50% Discount on Shipping is applicable for all online orders. Additional charges may apply for orders shipping to Alaska and Hawaii, to be quoted once order is received. Additional services such as limited access, re-delivery, storage, etc. will be billed as additional charges to the client.
Samples are normally shipped within 2 business days unless expedited shipping is requested.
Stocked items are generally shipped in 3 - 5 business days.
Made to Order items will be shipped once completed and according to their lead times.
All truck deliveries are curbside unless special arrangements have been made. Tile weighs a lot, make sure you are able to handle the delivery or arrange to have enough help on your jobsite. If you need a lift-gate for your shipment let us know, as the trucking companies will charge an additional fee. Otherwise the tile will need to be lifted from the back of the big, high truck which takes time and energy (or a forklift).
You must inspect your shipment immediately upon receipt. If the shipping company has damaged your merchandise in transit, call your Complete Tile representative right away. Note any visible damage on the trucker’s delivery receipt. If there was hidden damage, take photos and keep the shipment intact for possible inspection by the shipping company. We will then file a shipping claim with the delivery company.
Make sure to schedule your installation after you receive and inspect your tile shipment. Complete Tile Collection does not accept responsibility for delays in project schedules based on shipments.
Samples Policy
The sample you will receive is a generic representation for general reference. The material in your actual order will vary from this sample in color. Once your actual order is placed, you may request an approval sample from current stock be sent to you prior to shipment of the order.
There is a limit to the number of samples for one item you can order. Some items have a limit of 1 sample per client, while others may have a limit of 2 or 3.
Samples are not refundable, however if they are in new condition and you wish to send them back to us, we will make sure they are recycled or donated to various arts or school programs we support.
Return/Cancellation Policy:
Samples are not refundable, however if they are in new condition and you wish to send them back to us, we will make sure they are recycled or donated to various arts or school programs we support.
Custom, cut to size, made to order or special order products are not refundable. They are made for your project specifically and not stocked; therefore we cannot accept any returns whatsoever.
Within 7 business days, new material in unopened boxes can be returned for credit. All returns are subject to a 30% re-stocking fee. Buyer must pay the return shipping costs (and the original cost to ship). You must contact your Complete Tile customer service rep to obtain a return authorization number. Credit is subject to inspection upon return of merchandise to the warehouse. Any chipped, scratched, dirty or damaged material cannot be credited, we will advise you of the results after inspection and prior to credit.
Orders of stocked items can be cancelled for a full refund before they have shipped. Once shipped, the standard return policy applies.
Absolutely no returns or claims will be accepted after installation, as the material is no longer usable or saleable. Please inspect and be certain that the material meets your needs before installation.
Terms of Sale
A minimum of 2/3 deposit is required for all orders. All orders must be paid in full prior to delivery.
Custom, cut to size, made to order or special order products are not refundable.
All deliveries are curbside unless specified otherwise. Materials must be inspected immediately upon delivery.
Pricing & availability subject to change without notice.
Natural stone and crackle finish ceramics must be sealed with a penetrating sealer.
Shipping charges are estimated and actual final charges will be reflected on the final invoice.
Natural stone will have variations in color, veining & texture. These inherent random qualities are what produce beautiful results and are not considered defects.
Due to the special nature of our tile, stone and mosaic products, your final order may not exactly match our displays & samples. Due to unique manufacturing processes and the variations of products of nature, please expect variations.
Absolutely no claims or returns after installation.
Privacy Policy
Your privacy is well respected here! Complete Tile Collection will never sell your information. We would like to send you respectful updates once in a while, but say the word and hear from us no more. Simply opt-out at any time you wish.