TILES
At DekTek Tile™, we take pride in the exceptional beauty, uniqueness, and craftsmanship we create in each of our concrete tiles. Our goal is to share our enthusiasm for creating outdoor elegance with our customers, leaving them completely satisfied with their beautiful new decks and outdoor living spaces.
Every order is custom, hand-crafted, and made-to-order, because of this, we are unable to accept returns. If damage occurs while shipping, we will provide replacement. Damaged tiles need to be reported as damaged within three (3) business days upon delivery. Please note, a cracked or chipped tile can also be used for an edge cut piece.
Purchaser is solely responsible for choices made regarding color and number of tiles (sq. ft.) needed. Do not forget to factor in waste for cutting the tiles. We recommend adding 5-10% more tiles than your actual square footage to account for scrap. This should be based on tile layout, angles, and number of cuts required.
Color choices are the sole responsibility of the purchaser. Picture shown of the DekTek Tiles vary drastically depending on lighting and other variables. It is the responsibility of the purchaser to order samples to confirm your color choice. Samples are only representative of some of the color variances within each color option. For example, the Tuscan Medley tiles because they are acid stained, can have more than 40 color variations. The standard DekTek Tile™ color selections will have up to 14 different slight color variations. A tile sample/s only represents some of the variations.
Within three business (3) days upon delivery, if a customer is dissatisfied with their color selection, they may exchange the order for new color(s) selection. The customer must, send ALL shipment of tiles being exchanged to DekTek Tile™ and handling expenses. ALL shipping and handling expenses are nonrefundable.
Individual tiles that are damaged in the shipping process may be replaced. Please call 218-380- 9330 to discuss this matter with the DekTek Tile™ customer service team.
REPORTING DAMAGE ON A DEKTEK TILE SHIPMENT
Even though we palletize the shipments very well, sometimes damage can occur. If any damage occurs, these are the steps that need to be taken:
1. When the shipment arrives, check pallets for any obvious damage. Any pallet of tiles that is visibly damaged on initial inspection needs to be reported immediately to the driver of the freight company. We will then file a claim with the freight carrier and replace damaged tiles.
2. Even if there is not any visible damage to the shipment, it is your responsibility to inspect the tiles WITHIN 3 BUSINESS DAYS and report damage of any kind within 3 business days after delivery. Our freight carriers only give us a small window to file a claim, so please understand if you were to report damage after 3 business days, DekTek Tile won’t be held responsible for replacing damaged goods, as we do not have any recourse with the freight carriers that caused the damage. In the event damage is reported to DekTek Tile after 3 business days, we will file a claim and do what we can to get reimbursement, but it will be up to the individual freight carrier whether they will honor any claims at that point or not.
3. Upon inspection of the tiles, if damage did occur, photos of damage need to be taken and submitted to DekTek Tile. We will need to pass this along to our freight carriers in order to file a claim. You can either email to: info@dektektile.com or text to 612-770-5725. Please note that some chipped or broken tiles can be used for cutting edge pieces.
SAMPLE TILES
DekTek Tile™ Samples are non-refundable. It is up to the purchasers’ discretion as to what samples are purchased. Samples are paid for separately and cannot be returned. Within three (3) business days, the event that tiles are damaged, replacement tiles will be sent.
For questions concerning returns or damage contact us at 218-380-9330. Our customer service department will be happy to help.
Order Cancellations & Payment Terms
While our returns and exchange policy applies to completed orders, the following outlines our policies regarding order cancellations, payment terms, and production timelines due to the custom, made-to-order nature of DekTek Tile products:
Cancellation & Order Policy
At DekTek Tile, each order is custom produced and prepared specifically for your project. We take pride in the craftsmanship and care that goes into every order, and we work closely with our customers to align production with their project timelines.
Due to the custom, made to order nature of our products, the following policies apply:
Order Deposits
- Orders are secured either by full payment or a deposit, depending on the customer type, order size, and agreement at the time of purchase.
- In some cases, a deposit is accepted to initiate the order, with the remaining balance due prior to final production stages.
- For standard retail orders, full payment may be required before the order progresses into production and finishing stages.
- Once payment has been received, your order is entered into our system and materials, scheduling, and production planning are allocated accordingly.
Payment Terms
- If a deposit is placed to secure your order, the remaining balance must be paid prior to final production stages.
- For standard orders, final payment is typically required 2 to 3 weeks prior to shipment, depending on the size and scope of the order.
- Larger or more complex orders may require extended lead times, with final payment due up to 2 months prior to shipment.
- Orders that include in-house sealing require a minimum 2 month lead time, and full payment must be received prior to entering sealing and finishing stages to ensure proper scheduling and completion.
Production & Scheduling
- Production and delivery timelines are based on each customer’s project schedule.
- We work closely with customers to coordinate timing and help ensure materials arrive when needed.
- Estimated timelines may vary depending on order size, product availability, and current production scheduling.
Order Cancellations
- Orders may be canceled prior to entering final production and finishing stages.
- A 25% cancellation fee based on the total order amount will be applied to all canceled orders after payment has been received and the order has been placed into our system.
- This fee covers administrative processing, material allocation, scheduling, and production preparation costs already incurred.
- The cancellation fee will be deducted from payments received, and any remaining balance will be refunded in accordance with the refund terms below.
Refunds
- Refunds are only issued in accordance with the terms outlined in this policy.
- For canceled orders, the applicable 25% cancellation fee based on the total order amount will be deducted from payments received, and the remaining balance will be refunded.
- Refunds will be issued via check by mail, unless otherwise agreed upon in writing.
- Refund checks will be mailed to the address on file unless otherwise specified.
- Refunds will be processed and issued within 90 days of cancellation confirmation.
- Orders that have entered final production, finishing, sealing, or preparation stages are non refundable.
Final Production Stage
- Once an order has entered final finishing, sealing, or preparation for shipment, it is non-cancelable and non-refundable.
Custom Product Policy
- All DekTek Tile products are custom and made to order.
- As such, completed orders are non returnable and non refundable.
Shipping & Damage
- All orders must be inspected upon delivery.
- Any damage must be reported within 3 business days of receipt.
- We will work with you to replace any tiles damaged in transit in accordance with our shipping policy.
Customer Responsibility
- Customers are responsible for confirming measurements, quantities, and color selections prior to placing an order.
- We recommend ordering an additional 5% to 10% to account for cuts and installation variances.
- Sample tiles are encouraged to confirm color selection, as natural color variation may occur.
Questions
If you have any questions regarding your order, timeline, or these policies, our team is here to help. We are committed to clear communication and a smooth project experience from start to finish.