IMPORTANT INFORMATION BEFORE ORDERING
Please review the following important information before placing your order. Surfaces Galore specializes in natural stone products, and understanding natural variation, inspection requirements, shipping procedures, and return conditions helps ensure a successful project.
ORDER 10–20% EXTRA MATERIAL
We strongly recommend ordering 10–20% additional material to allow for cuts, waste, layout selection, natural stone variation, installation adjustments, possible breakage, and future repairs.
The amount of overage required may vary depending on your project, tile size, layout, pattern, room configuration, installer requirements, and amount of material selection needed.
Additional or future orders may not match the original shipment. Natural stone is produced from different blocks and production lots, and exact matching between separate orders cannot be guaranteed.
For checkerboard, diagonal, patterned, large-format, or complex installations, additional overage may be appropriate.
NATURAL STONE VARIATION — PLEASE REVIEW BEFORE PURCHASING
Marble, travertine, limestone, and other natural stones are products of nature.
Natural and production-related variations may include:
- Color
- Shade
- Veining
- Movement
- Texture
- Fossils or mineral deposits
- Pits and pinholes
- Fissures
- Fill
- Surface characteristics
- Edge characteristics
- Thickness
- Dimensions
- Finish
- Production lot or batch variation
These characteristics are normal in natural stone and are not considered defects when reasonably consistent with the product description.
No two pieces, samples, stone blocks, production lots, or shipments should be expected to look exactly alike.
Product photographs are provided as a general representation only. Appearance may be affected by photography, lighting, sealing, cleaning, installation conditions, and differences between computer and mobile displays.
Product photographs may show material that has been cleaned, sealed, enhanced, professionally installed, or photographed under specific lighting conditions.
SAMPLES
Samples are intended to provide a general representation of the stone.
A sample does not guarantee an exact match to a future full order.
A future order may vary from the sample in color, shade, veining, movement, thickness, dimensions, texture, surface appearance, or other natural characteristics.
Inventory, available stone blocks, and production lots may change between the date a sample is ordered and the date the full order is placed.
If matching a sample, previous order, or existing installation is particularly important, please contact Surfaces Galore before placing your order.
INSPECT ALL MATERIAL BEFORE INSTALLATION
ALL MATERIAL MUST BE CAREFULLY INSPECTED BEFORE INSTALLATION, CUTTING, SEALING, MODIFICATION, OR ALTERATION.
The customer and/or installer is responsible for verifying the product before installation, including reasonably discoverable characteristics such as:
- Product and stone type
- Color and shade
- Finish
- Size and thickness
- Quantity
- Pattern
- Condition
- Natural variation
- Layout
- General suitability
If anything appears incorrect, damaged, defective, materially different, or otherwise unsuitable:
STOP — DO NOT INSTALL, CUT, SEAL, MODIFY, OR ALTER THE MATERIAL. CONTACT SURFACES GALORE IMMEDIATELY.
Installation, cutting, sealing, modification, or alteration constitutes acceptance of characteristics, conditions, variations, and discrepancies that were reasonably discoverable through inspection before installation.
Installed, cut, sealed, modified, or altered merchandise is not eligible for an ordinary return, exchange, refund, or store credit, except to the extent otherwise required by applicable law.
Surfaces Galore is not responsible for customer selection errors, installer errors, failure to inspect, improper installation, substrate preparation, waterproofing, setting materials, grout selection, sealer selection or application, layout decisions, jobsite conditions, or other third-party workmanship.
To the maximum extent permitted by applicable law, Surfaces Galore is not responsible for labor, demolition, removal, reinstallation, contractor charges, project delays, loss of use, or other installation-related costs resulting from material installed after the customer or installer had a reasonable opportunity to inspect the condition at issue.
DO NOT SCHEDULE INSTALLATION OR DEMOLITION UNTIL ALL MATERIAL HAS BEEN DELIVERED AND INSPECTED.
SHIPPING DAMAGE — IMPORTANT
Natural stone is heavy and fragile. Although Surfaces Galore carefully prepares orders for transportation, shipping damage can occasionally occur.
INITIAL SHIPPING-DAMAGE CLAIMS AND REQUIRED PHOTOGRAPHS MUST BE SUBMITTED TO SURFACES GALORE WITHIN 12 HOURS OF RECEIPT.
Customers must keep all merchandise, cartons, pallets, crates, labels, wrapping, straps, padding, and packaging until the claim has been completed or Surfaces Galore gives written permission to dispose of them.
Failure to properly inspect, document, preserve, or promptly report shipping damage may prevent Surfaces Galore or the carrier from verifying the condition at delivery and may affect claim eligibility to the extent permitted by applicable law.
FREIGHT / LTL / PALLET DELIVERIES
INSPECT THE SHIPMENT BEFORE SIGNING THE DELIVERY RECEIPT OR BILL OF LADING (BOL).
Before the driver leaves, visually inspect the complete shipment whenever reasonably possible.
Look for:
- Crushed cartons
- Broken crates
- Torn or missing shrink wrap
- Broken or missing straps
- Leaning or collapsed pallets
- Punctures
- Water damage
- Exposed material
- Missing cartons
- Other visible damage or irregularities
Take photographs of the shipment before it is moved or unpacked whenever reasonably possible.
Photographs should include:
- Complete pallet or shipment
- Multiple sides of the pallet
- Top of the pallet
- Shrink wrap and straps
- Pallet condition
- Damaged cartons or crates
- Freight labels
- PRO/tracking labels
- Visible damaged material
VISIBLE DAMAGE MUST BE NOTED ON THE DELIVERY RECEIPT / BOL
If visible damage or shortage exists, clearly and specifically describe it on the driver's delivery receipt or electronic delivery record before signing whenever reasonably possible.
Do not simply write:
“Subject to inspection.”
Instead, describe the actual condition, for example:
“Pallet crushed on right side — 3 cartons visibly damaged.”
“Shrink wrap torn, pallet leaning and cartons crushed — possible concealed damage.”
“2 cartons missing from shipment.”
Take a photograph or retain a copy of the completed delivery receipt showing your notation.
DRIVER WILL NOT ALLOW DAMAGE NOTATION
If visible damage exists and the driver refuses to allow you to document the damage, do not knowingly sign a clean receipt stating that the shipment was received in good condition.
Immediately photograph:
- The shipment
- Visible damage
- Delivery paperwork
- Carrier/truck information when reasonably possible
Contact Surfaces Galore immediately and document that the driver refused to allow or acknowledge the notation.
SEVERELY DAMAGED SHIPMENTS
If the entire shipment or substantially all of the shipment appears severely damaged, destroyed, unsafe to unload, or unusable, contact Surfaces Galore immediately whenever reasonably possible.
If refusal is appropriate, clearly document:
“REFUSED — SHIPMENT DAMAGED”
and take detailed photographs.
Do not refuse an entire shipment merely because a limited number of pieces or cartons appear damaged unless instructed by Surfaces Galore or the carrier.
FREIGHT CLAIM DOCUMENTATION — 12 HOURS
For a freight damage claim, contact Surfaces Galore within 12 hours after receipt and provide:
- Order number
- Customer name
- Delivery address
- Carrier name
- PRO/tracking number
- Photograph of the complete pallet
- Photographs from multiple sides
- Photographs of pallet, shrink wrap, and straps
- Freight/BOL/PRO labels
- Damaged cartons
- Damaged material
- Signed delivery receipt/BOL showing damage notation, if applicable
- Initial number of damaged pieces, cartons, or square footage
- Description of the damage
Email documentation to:
If the shipment is too large to determine the exact final damaged quantity within 12 hours, the customer must still open the claim and submit initial photographs within 12 hours.
The final documented damaged quantity should then be submitted as soon as reasonably possible, preferably within 24 hours after delivery.
FEDEX / UPS / GROUND / PARCEL DELIVERIES
For parcel shipments, do not throw away the shipping box or packaging if any damage is discovered.
Before discarding or substantially altering the packaging, photograph:
- Complete exterior shipping box
- Multiple sides of the box
- Any crushed, torn, punctured, wet, opened, or damaged areas
- Shipping label
- Tracking number
- Internal packaging
- Padding, foam, dividers, wrapping, or other protective materials
- Damaged merchandise
The shipping label and tracking number must be clear enough to read.
For natural stone tiles, mosaics, moldings, thresholds, accessories, or similar products, provide:
A photograph showing all damaged pieces together whenever reasonably possible, plus close-up photographs of the individual damage.
GROUND / PARCEL CLAIM DEADLINE
Ground or parcel shipping damage must be reported to Surfaces Galore within 12 hours after receipt for prompt claim processing.
The documentation should clearly establish:
OUTER SHIPPING BOX → SHIPPING LABEL → INTERNAL PACKAGING → DAMAGED PRODUCT
A photograph showing only a broken tile or product without the original shipping carton, label, and packaging may be insufficient to establish that the damage occurred during transportation.
If multiple boxes were shipped, identify which tracking number or shipping box contained the damaged merchandise whenever reasonably possible.
KEEP ALL PACKAGING AND DAMAGED MATERIAL
DO NOT DISCARD ANY PACKAGING OR DAMAGED MATERIAL UNTIL THE CLAIM IS CLOSED OR SURFACES GALORE PROVIDES WRITTEN PERMISSION.
Keep:
- Shipping cartons
- Pallets
- Crates
- Shrink wrap
- Straps
- Packing materials
- Foam
- Dividers
- Shipping labels
- Damaged merchandise
- Remaining shipment contents
The carrier or Surfaces Galore may request additional photographs or inspection.
If packaging or merchandise is discarded before Surfaces Galore or the carrier has had a reasonable opportunity to investigate, and doing so prevents verification of the claim, the shipping-damage claim may be denied to the extent permitted by applicable law.
DO NOT INSTALL DAMAGED OR QUESTIONED MATERIAL
Material involved in a shipping-damage, incorrect-item, or product-condition claim should not be installed, cut, sealed, modified, fabricated, disposed of, or otherwise altered before Surfaces Galore has had a reasonable opportunity to review the claim or provide instructions.
Separate damaged material from usable material and protect it from further damage.
Installing or altering material after damage or another reasonably discoverable issue has been identified may affect claim eligibility.
EXACT DAMAGED QUANTITY REQUIRED
Final claim documentation must identify the actual damaged quantity.
Statements such as:
“One box is damaged.”
“A few pieces are broken.”
“Many tiles are damaged.”
are not sufficient by themselves for final claim determination.
Please provide the actual:
- Number of broken pieces
- Number of affected cartons
- Affected square footage, when applicable
Damage to a limited portion of a shipment does not automatically make the entire shipment eligible for refund, replacement, credit, or refusal.
Claims are evaluated based on the verified affected quantity and circumstances.
ACCEPTED FREIGHT WITHOUT DAMAGE NOTED
For visible freight damage, failure to note the visible damage or shortage on the carrier's delivery receipt/BOL can significantly impair our ability to establish that the damage occurred during transportation.
If damage was clearly visible when delivered but the shipment was signed for as received in good condition without any notation, Surfaces Galore may deny the carrier-related damage claim where the absence of documentation prevents reasonable verification or carrier recovery, to the extent permitted by applicable law.
This does not automatically eliminate a claim involving genuinely concealed shipping damage that could not reasonably have been observed before unpacking.
Concealed damage must still be photographed and reported promptly and, whenever reasonably possible, within the 12-hour initial reporting period.
SOMEONE ELSE ACCEPTING YOUR DELIVERY
Customers are responsible for making these delivery and inspection requirements available to anyone accepting the shipment on their behalf, including:
- Contractors
- Installers
- Employees
- Warehouse personnel
- Property managers
- Building staff
- Family members
- Other authorized recipients
Having another person accept the shipment does not eliminate the requirement to properly inspect, document, and report shipping damage.
Please provide these instructions to the person receiving the shipment before delivery.
PLEASE CONTACT SURFACES GALORE BEFORE OPENING A CARRIER CLAIM
Customers should contact Surfaces Galore before independently opening or settling a carrier claim for merchandise purchased from Surfaces Galore.
Surfaces Galore may be the shipper of record and may need to submit shipping records, invoices, photographs, or other documentation.
If you have already opened a claim directly with the carrier, immediately provide Surfaces Galore with:
- Carrier claim number
- Carrier correspondence
- Documentation submitted
- Payments, credits, or settlements received or offered
A customer may not obtain duplicate recovery for the same documented loss from Surfaces Galore and another source.
Nothing in this section limits any right that cannot legally be waived.
CLAIM SUBMISSION DOES NOT GUARANTEE APPROVAL
Submitting photographs or reporting damage does not automatically guarantee a refund, replacement, credit, or other remedy.
Surfaces Galore may review:
- Photographs
- Order records
- Shipping records
- Carrier records
- BOL/delivery records
- Packaging
- Damage location
- Quantity affected
- Delivery documentation
- Communications
- Other relevant evidence
Additional documentation or inspection may be requested.
If a valid shipping-damage claim is confirmed, an appropriate remedy may include replacement, credit, refund for the verified affected quantity, or another agreed resolution, depending on the circumstances and applicable law.
CUSTOMER COOPERATION REQUIRED
Customers must reasonably cooperate with Surfaces Galore and the carrier during a shipping-damage investigation.
This may include:
- Providing additional photographs
- Preserving packaging
- Preserving damaged merchandise
- Confirming quantities
- Permitting carrier inspection
- Providing written statements
- Completing reasonable claim documentation
Failure to reasonably cooperate may result in denial or closure of a shipping-damage claim where the failure prevents reasonable verification or carrier recovery.
CUSTOMER-CAUSED DAMAGE IS NOT SHIPPING DAMAGE
Shipping-damage coverage does not apply to damage occurring after delivery from circumstances such as:
- Improper handling
- Moving
- Storage
- Unpacking damage
- Dropping material
- Installation
- Cutting
- Sealing
- Jobsite conditions
- Contractor handling
- Forklift or pallet-jack damage after delivery
- Weather exposure after receipt
- Customer transportation
- Other post-delivery damage
RETURN POLICY
Standard return authorization must be requested within 30 calendar days after delivery.
For eligible customer-choice returns:
- Only eligible full-order returns are accepted
- Partial customer-choice returns are not accepted
- Merchandise must remain unused, uninstalled, uncut, unsealed, unmodified, and in resalable condition
- Prior return authorization is required
- A 25% restocking fee may apply
- Original shipping charges are generally non-refundable
- Return shipping is the customer's responsibility
- Return freight may cost more than outbound shipping because residential pickup, liftgate, limited-access, or other carrier charges may apply
Final-sale, custom, handmade, special-order, sample, installed, cut, sealed, modified, or otherwise non-returnable merchandise remains subject to the complete Surfaces Galore Return & Refund Policy.
A confirmed Surfaces Galore fulfillment error is handled separately according to our Return & Refund Policy and applicable law.
SHIPPING & PROCESSING TIMES
Most in-stock orders are processed quickly, and many may ship the same business day.
SAME-DAY SHIPPING AND DELIVERY DATES ARE NOT GUARANTEED.
Processing may take longer during peak periods or because of:
- Large-order preparation
- Freight preparation
- Inventory verification
- Special handling
- Warehouse volume
- Carrier schedules
- Other circumstances
A tracking number may be generated before the carrier physically scans the package or pallet.
Tracking information can take time to update as shipments move through carrier facilities and freight terminals.
DO NOT SCHEDULE INSTALLERS, DEMOLITION, OR OTHER PROJECT WORK UNTIL YOUR COMPLETE ORDER HAS ARRIVED AND BEEN INSPECTED.
COMPLETE YOUR PROJECT
Take a moment to explore coordinating natural stone accessories for a finished appearance:
SHOP NATURAL STONE SWITCH PLATES
SHOP MOLDINGS & LINERS
IMPORTANT CLAIM DEADLINES
SHIPPING-DAMAGE INITIAL CLAIM + REQUIRED INITIAL PHOTOS: WITHIN 12 HOURS OF RECEIPT
FINAL DAMAGE QUANTITY: AS SOON AS REASONABLY POSSIBLE, PREFERABLY WITHIN 24 HOURS
VISIBLE FREIGHT DAMAGE: DOCUMENT ON THE DRIVER'S DELIVERY RECEIPT/BOL BEFORE THE DRIVER LEAVES WHENEVER REASONABLY POSSIBLE
KEEP ALL PACKAGING, LABELS, AND DAMAGED MATERIAL UNTIL SURFACES GALORE PROVIDES WRITTEN RELEASE
Prompt documentation is critical because delays can prevent Surfaces Galore and the carrier from determining whether damage occurred during transportation or after delivery.
Failure to follow these procedures may affect or result in denial of a carrier-related shipping-damage claim where the failure materially prevents verification, inspection, or carrier recovery, to the extent permitted by applicable law.
BY COMPLETING YOUR PURCHASE
By placing an order with Surfaces Galore, you acknowledge that you have had an opportunity to review and agree to the applicable:
Return & Refund Policy • Shipping Policy • Terms & Conditions
You also acknowledge the natural characteristics and variation of stone, the requirement to inspect merchandise before installation, the applicable shipping-damage documentation procedures, and the return conditions described above.
Nothing in this notice is intended to waive or limit any right or remedy that cannot lawfully be waived.
CONTACT SURFACES GALORE
Email: info@surfacesgalore.com
Phone: (714) 363-1322
Surfaces Galore
530 East Cerritos Avenue
Anaheim, CA 92805
