Inspect stone at delivery and record damage on the receipt. Keep photographs, crate details and order information for the claim process.
Separate natural features from damage
Travertine can have natural pores and holes. Marble can have veining. Limestone and shellstone can show fossil marks. These features are different from transport breakage.
Check the shipment against the confirmed product and quantity. Do not install material that needs review before contacting our team.
Inspect while the driver is present
- Examine visible crate and pallet damage.
- Photograph the shipment and affected areas.
- Record damage on the delivery receipt.
- Keep a copy of the signed receipt.
- Retain packaging and crate identification.
- Contact our team and the carrier promptly.
Damage must be noted on the delivery receipt during delivery for claims to be filed. Do not rely only on a later photograph.
Understand optional Peace-of-Mind Service
Let our experts handle eligible carrier claims for transit breakage over 4%. Claim Service applies only to full crates and must be purchased at the time of order.
You can remove this service if you are not interested. Without it, you handle your carrier claim. Inspection and receipt documentation remain important in either case.
Keep the records together
Save the order number, delivery date, carrier details, receipt and photographs. Record affected crate numbers and the amount of material involved.
A breakage allowance and a carrier claim are different issues. Ask our team to review the facts and the confirmed order terms.
Prepare a clear damage report
For each affected crate, record its identification, product and damaged quantity. Keep one photograph that shows the crate and its label, then closer photographs of the damage. Include the delivery receipt and order number when you contact our team.
Keep damaged material separate from material ready for installation while the issue is reviewed. Ask how the confirmed order terms apply before discarding stone or packaging.
Plan the material quantity
Discuss cuts, waste and potential transit breakage with your installer before ordering. Crate sizes affect the final quantity.
Read shipping information and curbside unloading requirements.
Questions and answers
Can I remove Claim Service from the proposal?
Yes. It is optional. Review the response and choose whether to include it before accepting and paying.
Do I still inspect delivery without Claim Service?
Yes. Record damage on the delivery receipt at delivery and keep photographs and shipment details.
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