Shipping policy

Shipping Policy

Effective Date: February 1, 2026

1. Shipping Overview

Redondo Tile Collection ships handcrafted cement tiles throughout the United States. Due to the weight and fragile nature of our products, full-box orders are shipped via freight carrier.  Sample orders are shipped via a standard parcel carrier.

2. Processing Time

• Custom Orders: All cement tiles are made to order. Production time varies based on order size, customization, and current production schedule.
• Typical Production Time:  Approximately 8-10 weeks, but may vary based on order size, customization, and the current production schedule.
• Order Confirmation: You will receive an estimated production timeline when your order is confirmed.
• Production Updates: We will notify you when your order enters production and when it's ready to ship.
• Processing begins after payment is received and order details are confirmed.

3. Shipping Methods

• Full-box orders ship via freight carrier due to weight and size.  Samples ship via USPS, UPS, or FedEx.
• Freight shipping ensures proper handling of heavy, fragile materials.
• Residential and commercial delivery available.
• Shipping costs are calculated based on order size, weight, and destination.

4. Shipping Costs

• Estimated freight charges are provided in the "Estimated Full Box Shipping Rates" section on each product page for planning purposes only and are based on order size and shipment weight.  Actual freight charges may vary depending on destination, delivery type (commercial or residential), liftgate requirements, palletizing, handling, and current carrier rates.
• Customers who would like a freight estimate before placing an order are welcome to contact us for assistance.  If an order is placed without a prior freight quote, we will contact you with the final freight charges before shipment.  Freight charges are billed separately and must be approved and paid before your order ships.
• Rates are based on: 
  • Order weight and dimensions.
  • Delivery location.
  • Delivery type (residential vs. commercial).
  • Additional freight charges may apply for residential deliveries, liftgate service, limited access locations, or special delivery requirements.  

5.  Local pickup

• Local pickup is available in San Antonio and surrounding areas.  Freight from the factory to our San Antonio location is billed separately and typically starts around $165 per order.  Larger orders may require additional freight charges, which must be paid before pickup.  Orders selected for local pickup will not be delivered.  Customers are responsible for pickup and transportation from our location.  We will load the order onto the customer's vehicle when appropriate.  Please wait until you receive a "Ready for pickup" notification before arriving.  

6. Delivery

Freight Delivery Process:

• The freight carrier will contact you to schedule delivery.
• You must be available to receive the shipment or designate someone to accept delivery.
• Delivery is curbside unless other arrangements are made.
• Liftgate service may be available for an additional fee if you don't have a loading dock.

Delivery Timeframes:

• Estimated delivery times will be provided when your order ships.
• Delivery times are estimates and not guaranteed.
• Delays may occur due to weather, carrier schedules, or other factors beyond our control.

7. Inspection Upon Delivery

CRITICAL - You must inspect your shipment immediately:

• Inspect all boxes in the presence of the delivery driver if possible.
• Check for visible damage to packaging.
• Note any damage on the delivery receipt before signing.
• Take photos of damaged packaging.
• Count all boxes to ensure complete delivery.

If you notice damage:

• Document it on the delivery receipt.
• Take photos immediately.
• Contact us at redondotilecollection@gmail.com or 210-340-8505 within 24 hours.
• File a claim with the freight carrier.
  • Shipping damage claims must be filed with the freight carrier.  We will assist with documentation and claim supports.

8. Shipping Damage and Claims

• Redondo Tile Collection is not responsible for damages that occur during shipping.
• All shipments are carefully packaged and inspected before leaving our facility.
• Once the shipment has been transferred to the freight carrier, responsibility for transit-related damage claims rests with the carrier.
• You must file damage claims directly with the freight carrier within their specified timeframe (typically 24-48 hours).
• We will provide documentation to support your freight claim.

9. Refused or Undeliverable Shipments

• If you refuse delivery or are unavailable to receive the shipment, you may be responsible for:
  • Return shipping costs.
  • Redelivery fees.
  • Storage fees charged by the carrier.
• Please ensure someone is available to receive your delivery.

10. International Shipping

• At this time, we only ship within the United States; however, international shipping may be available upon special request.  Please contact us for details.

11. Order Tracking

• You will receive tracking information when your order ships.
• Track your shipment using the carrier's tracking system.
• Contact us if you have questions about your shipment status.

12. Shipping Address

• You are responsible for providing an accurate shipping address.
• We cannot redirect shipments once they're in transit.
• Address changes must be requested before the order ships.
• Additional fees may apply for address corrections.

13. Samples

• Sample tiles are handcrafted and require production prior to shipment.
• Sample orders are subject to the same production schedules and availability as full tile orders.
• Once received at our San Antonio facility, sample orders will be shipped to the customer via standard carriers (USPS, UPS, or FedEx).
• Sample shipping is included in the $65 sample-set price.

14. Contact Us

For shipping questions or to arrange special delivery requirements, contact us:

• Email: redondotilecollection@gmail.com
• Phone: 210-340-8505
• Address: Showroom coming soon - San Antonio, TX