Damage Policy

We take great care in packaging all products to ensure safe transit. However, damage may occasionally occur during shipping. Please follow this policy to ensure your claim is processed smoothly.

Inspection Requirements

• Inspect tiles immediately upon delivery
• All damage claims must be submitted within 72 hours of receipt
• Customers are not responsible for damage that occurs during transit

If Your Order Arrives Damaged

Do not initiate a return request. Instead, submit a damage claim by following these steps:

1. Document the Damage

If the pallet or carton shows visible external damage, note this on the Bill of Lading (BOL).

2. Take Clear Photos

Capture the following:

• Each damaged tile
• External packaging showing any damage

3. Submit Your Claim

Email your photos to woostiles@woostiles.com and include:

• Your order number
• Number of damaged pieces
• Additional delivery/handling information (e.g., was the outer box damaged? Was the pallet already unwrapped upon delivery?)

4. Important Deadlines

• Claims must be submitted within 72 hours of receipt
• Claims submitted after this window cannot be processed
• If delivered to a job site, you are responsible for ensuring inspection occurs within the required timeframe

5. Retain Damaged Materials

Keep all damaged materials until the claim process is complete, as the carrier may request an on-site inspection.

Note: Woos Tiles is not responsible for handling or disposing of damaged products.

Processing Time

⏱ We will respond within 24 hours of receiving your email.

📧 Emails sent after 6:00 PM Beijing Time on Friday will be responded to the following Monday.

Minor Damage to Mosaic Tiles

If only a small portion of a mosaic tile sheet is damaged, you or your installer may still be able to use it.

If the tile is truly unusable, please follow the damage claim process outlined above.

Refused Shipments

Refusing a shipment will result in additional charges to the customer, including:

• Return shipping fees
• 15%–25% restocking fee (depending on product type)

Damage During Installation

Woos Tiles is not responsible for returns, replacements, or refunds in the following cases:

• Tiles damaged during installation
• Improper installation due to customer or contractor error
• Damaged tiles installed without submitting a claim first

Important: Once tiles are installed, they are considered accepted by the customer.

Related Policies

• For returns of undamaged tiles, please see our Return Policy
• For detailed shipping terms, please visit our Shipping Policy page