TERMS OF SALES
All New York Cement Tile products are handcrafted and naturally feature variation from tile to tile. These inherent characteristics are part of the material’s authenticity and contribute to its beauty, depth, and long-term performance.
Understanding how colors are achieved, how surfaces develop character over time, and how the material responds to use is essential to fully appreciating the tile. Customers are responsible for reviewing and following all installation, sealing, and care guidelines provided for their order to ensure proper performance and longevity.
The New York Cement Tile team is always available to offer guidance on suitable applications and best installation practices. However, final installation methods, maintenance, and performance are beyond our control, and we cannot guarantee outcomes once the product has been installed.
TERMS OF SALE
RECOMMENDATION
We recommend you add 15% - 20% extra to your order to compensate for cuts, waste, and damages. We will not be held responsible for discrepancies in quantities. As we receive your order, a copy of your quote will be sent to you for approval. Once we have a confirmed and signed order, we begin production.
CUSTOME ORDERS
Minimum order for all custom tile orders is a 100 sq ft.
LEAD TIME
In stock tiles usually ship within 2-3 business days of order time. Special and custom orders typically take 8-12 weeks. ETA WILL BE PROVIDED AT THE TIME ORDER IS PLACED.
SHIPPING
Smaller orders are shipped trough UPS or FEDEX. Larger orders are shipped via fright company.
Upon delivery, customers are responsible for carefully inspecting all shipments for damage or shortages before signing the delivery receipt. Please compare the received materials against the packing slip and ensure that any visible damage or discrepancies are clearly noted with the delivery driver on the Bill of Lading (BOL) at the time of delivery.
If any issues are identified, New York Cement Tile must be notified as soon as possible-and no later than 48 hours after delivery. We will work promptly to assist with replacement of items damaged in transit when properly documented.
To initiate a freight claim, all delivery-related issues must be:
- Photographed at the time of delivery
- Clearly noted on the Bill of Lading before the driver departs
Shipping carriers require both photographic evidence and written documentation to process damage claims. Failure to document damage at delivery may result in claim denial. New York Cement Tile cannot submit or support freight claims reported after the 48-hour carrier claim window. After this period, the shipment is considered accepted, and replacements or refunds for transit damage will not be possible.
Missed or Refused Deliveries
Missed delivery appointments or refused shipments may result in additional storage, redelivery, or handling fees charged by the freight carrier. These charges are imposed by the carrier and must be paid by the customer prior to rescheduling delivery.
Successful Delivery Checklist
- Inspect all items against the packing list upon delivery
- Photograph and note any damage on the Bill of Lading with the driver
- Contact New York Cement Tile immediately if any issues are identified
PAYMENT TERMS
All salles: 100% payment at the time of the order.
SALES TAX
Sales tax is calculated and applied at final checkout. Shipping costs are assessed per order and added at the time of purchase. Any requested changes to an order-including modifications to products, shipping dates, or shipping methods-may result in additional charges, which will be communicated and confirmed at the time of the request.
RETURNS & CANCELLATIONS POLICY
All sales are considered final once payment has been received. Orders may not be modified, canceled, refunded, or exchanged after six (6) hours from order confirmation, as inventory is reserved and allocated per customer at the time of purchase.
Special Order tiles are custom-produced for each project and, once processing begins, cannot be canceled or exchanged under any circumstances.
New York Cement Tile does not accept returns of either opened or unopened boxes. Once materials leave our facility, we are unable to verify handling or storage conditions. For this reason, tiles that have shipped are never resold-ensuring that every order you receive is produced and delivered exclusively for your project, in pristine condition.
INSTALLATION, CARE & MAINTENANCE
New York Cement Tile strongly recommends engaging a qualified tile installer early in the planning process, including layout review, measurements, ordering, installation, sealing, and long-term maintenance. Working with an experienced installer who carefully follows all installation and sealing guidelines is essential to achieving optimal results.
Detailed installation guides and product specification sheets are available through our Resources section. While our team is always available to provide guidance and best-practice recommendations, New York Cement Tile is not responsible for installation methods, ongoing care, or issues arising after the product has been received and installed.
Recommended Cleaning Products
Always use pH-neutral cleaners. Acidic or harsh cleaning agents may damage or stain the tile surface and should be avoided.
General Cleaning: Miracle Tile & Stone Cleaner
Heavy Cleaning & Stain Removal: Miracle Heavy Duty Cleaner (Acid Substitute)
