Fulfillment Policy

Order Processing

Upon receipt of your order, we will verify the details and confirm availability of the requested
products (ceramic tile, stone tile, glass tile, or stone carved fireplaces). Once your order is
confirmed, we will send you an order confirmation via email that includes your order number
and estimated production timeline.

Production Timeline

Each order is custom processed according to project specifications. Production timelines vary
based on product type, quantity, customization requirements, and current production capacity.
Your sales representative will provide you with an estimated production timeline specific to your
order during the confirmation process.

Shipping and Delivery

Delivery Timeframe
Once your order has been produced and is ready for shipment, typical delivery timeframes are as
follows:

• Standard delivery: 7-14 business days from the shipping date
• Actual delivery times may vary based on destination, shipping method, and carrier availability
• For international shipments, additional time may be required for customs clearance

Shipping Methods
We work with reliable freight carriers to ensure safe delivery of your products. The appropriate
shipping method will be determined based on the size, weight, and destination of your order.

Tracking Information
Once your order ships, you will receive tracking information via email that allows you to
monitor the progress of your delivery.

Installation and Inspection

We require that all products be thoroughly inspected within 48 hours of delivery and prior to
installation. Any visible damage or discrepancies should be documented with photographs and
reported immediately to your sales representative. Installation constitutes acceptance.

Please note: Products that have been installed are considered accepted, and any visible defects
present prior to installation will not be eligible for warranty claims.

Damaged Items Policy

If items are damaged during transit:

1. Document the damage with clear photographs
2. Retain all packaging materials
3. Contact your sales representative within 48 hours of delivery
4. Provide all documentation required by the carrier for a valid claim

We will replace items damaged during shipping at no additional cost, contingent upon a valid
claim being filed with and accepted by the carrier.

Returns and Refunds

As a B2B supplier of custom materials, we maintain a no-refund policy on confirmed orders. All
sales are final once production has begun.

Warranty Information

We stand behind the quality of our products and offer limited warranties on manufacturing
defects. Warranties do not cover damage resulting from improper handling, installation, or
maintenance.

Contact Information

For questions regarding your order or our fulfillment policy, please contact your sales
representative or our customer service team at customerservice@alvasurfaces.com.