ZELLARO TILE — TERMS OF SALE

PRODUCT

All Zellaro tiles are handcrafted by skilled artisans across Morocco, Vietnam, and Turkey. Natural shade variation, texture shifts, movement, tonal differences, and subtle imperfections are inherent characteristics of handmade tile — and part of the timeless beauty that makes each box unique.

These variations are not defects. They enhance the warmth, authenticity, and Mediterranean-inspired character of your space.

All customers are responsible for reviewing and understanding installation instructions, sealing requirements, and maintenance guidelines for their selected tile. Zellaro Tile is happy to advise where and how our tiles can be installed successfully, but we do not guarantee performance after installation.

ALL SALES ARE FINAL

All sales are final once payment is received. There are no refunds or exchanges after twelve hours of order receipt, as inventory is allocated to each customer based on the time the order is placed. Special Order tiles can never be cancelled or exchanged, as these tiles are custom made per project and production may begin at any time once the order has been processed.

Zellaro Tile does not accept any returns of opened or unopened boxes of tile as we cannot guarantee the quality of the tiles once they've left our hands. That means we do not sell tile that has left our possession to other customers, so you can be assured you are receiving pristine products with every order.

PAYMENTS, TAXES & REFUNDS

All orders require 100% payment at checkout.

Payments are processed online. We do not accept card payments over the phone.

If you experience any checkout issues, please contact us and we can issue a secure custom invoice.

Sales tax is calculated at checkout.

Shipping fees apply unless Miami local warehouse pickup has been arranged.

Any modifications to orders—such as changes in tile quantity, shipping dates, shipping addresses, or freight methods—may result in additional fees determined at the time of the change.

Refunds are not available after the twelve-hour window and are never available for custom-made tiles.

ORDERING AND LEAD TIMES

Your full order will ship together once all tiles are in stock in our warehouse. Orders with multiple lead times will not ship until all tiles are available to ship together.

In stock tile orders ship next business days of order receipt. Custom tile and special order lead times vary depending on the design and production timeline of the tiles. All lead times provided are estimated arrival times to our warehouses and can vary depending on shipping timelines from the manufacturers, customs inspections, and port congestion. We will also cover shipping costs to transfer your tiles between our warehouses to ensure you only pay one shipping charge. These transfers may result in an additional 7-10 business days to your order timeline. If you would like your tiles to ship separately from our warehouses, our team can provide additional shipping quotes for you upon request.

We will make every effort to meet or reduce lead times where possible, but there are no guarantees due to the custom nature of the manufacturing process and inherent challenges with international logistics.

Once tiles arrive to our warehouse, it can take up to 3 business days to prepare your order for LTL shipping.

All customers are solely responsible for providing measurements and quantities needed for each order. In addition, all customers are strongly advised to order 15-20% more tile than necessary to ensure that enough product is on-hand to successfully complete and curate the installation. Please consult your tile installer to ensure that your take-off quantity and overage calculations are correct.

If your calculations are incorrect and you require additional tile to complete your installation, we cannot guarantee that we will have your tiles in stock, and an additional lead time may apply. Trying to save a few hundred dollars by decreasing or eliminating the standard 15% overage is the most common mistake customers make when placing orders. This mistake can end up costing 5-10 times more to place small incremental orders AND significantly delay projects by weeks or months. Our website automatically generates a 15% overage calculation by tile type when calculating box quantities. We cannot advise strongly enough to ensure that you have 15-20% overage on all of your orders to ensure your project is successful!

SHIPPING

Zellaro Tile ships throughout the US, Canada, Hawaii, Alaska and internationally, upon request. All of our orders that ship throughout the US and Canada ship via LTL trucking providers. The LTL trucking company that is contracted to deliver your order will contact you to arrange a specific date and time for curbside delivery. All deliveries are made on a pallet, and each tile box weighs 35-55 lbs, so it is very important to coordinate your tile delivery with your contractor or installer in advance so that you have the proper labor on-site at the time of delivery to move the boxes from the curbside. Someone will need to be onsite throughout the delivery appointment timeframe to sign for and accept the delivery.

During delivery, all customers are responsible for inspecting the shipment for shortages or damages against the packing slip and noting those damages with the driver on the Bill of Lading. If there are any issues, please contact Zellaro Tile as soon as possible but no more than 48 hours after delivery. We will work to replace any items damaged in transit as quickly as possible. Any issues with the delivery must be photographed and noted with the delivery driver on the shipping documentation in order to initiate a claim. In the case of damage in transit, the claims agents for the shipping company will request photos and written documentation to process the claim, so it is critical that you document any issues during the delivery process. Zellaro Tile must be contacted about any delivery issue or damage within the 48 hour window that North American shipping companies allow to process a freight claim. After that timeframe, customers have accepted their tile and no freight claim, tile replacement, or refund for damage is possible.

Any missed deliveries or delivery refusals will result in storage and redelivery fees paid to the trucking company. Unfortunately these fees are charged by each carrier company and payment is required by the customer prior to delivery.

The Successful Delivery Checklist:

• Check all items against packing list during the delivery
• Take photos and note any damage with the delivery driver on the BOL
• Contact us immediately if needed

INSTALLATION, CARE, AND MAINTENANCE

Zellaro Tile strongly recommends that all customers heavily leverage a tile installer in the up front planning, measuring, ordering, sealing, and maintenance of our tiles. It is important to work with an installer with specific experience who will closely follow the installation and sealing instructions. Detailed installation guides and tile specification sheets are available via our resources tab. Zellaro Tile is not responsible for installation, on-going care, or problems arising from any orders after receipt of the product.

Recommended Cleaning Products:

Always use pH neutral cleaners as acid or acidic cleaners can stain the tiles.

• General cleaning – Miracle Tile and Stone Cleaner.
• Heavy cleaning and stain removal – Miracle Heavy Duty Cleaner (Acid Substitute)

STORAGE

We will warehouse your product free of charge for 4 weeks. After that time has expired, each order that is held due to customer receiving delays will incur storage fees of up to 25% of your order. After 6 months of storing your tiles we will cancel your order, restock the tiles, and provide a credit to use on future orders. Please note, this credit will have 25% storage and restocking fee deducted. Please reach out to our team if you have any questions about your specific order and storage timeline.

All customers acknowledge and accept the terms and conditions of sale outlined above by placing orders.