At Mirrella Tile, we take great care in packaging every order to minimize the risk of damage during transit. All shipments are securely packed using heavy-duty wooden pallets, corner protectors, straps, and stretch wrapping film etc. Despite these precautions, occasional damage may occur during shipping.

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If you receive damaged tiles, we will gladly send replacements provided that the following claim procedures are properly followed.

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1. LTL (Less-Than-Truckload) Shipments

• Inspection upon delivery: We strongly recommend inspecting the entire shipment in the presence of the carrier upon arrival.

• Noting damages: Any visible damage must be clearly noted on the carrier’s Proof of Delivery (POD) form before signing.

• Submitting a claim: Please email details and clear photos of the damaged materials to CLAIMS@MIRRELLA.COM immediately after delivery.

• Concealed damages: If damage is discovered after delivery and was not noted on the POD, it will be considered concealed damage. All concealed damage claims must be reported within 72 hours of delivery. Claims reported after this period may not be accepted.

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2. Local Deliveries (DFW Metroplex)

For deliveries made directly from our warehouse to your project site, either by Mirrella Tile trucks or local carriers:

• All claims must include photos or videos of the damaged tiles while still on the original pallets.

• Shipments must be inspected within 48 hours of delivery to be eligible for a claim.

• Claims submitted after this inspection window cannot be honored.

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3. Will Call Pickups

For customer or contractor pickups directly from our warehouse:

• It is the customer’s responsibility to inspect the entire shipment at the time of pickup.

• Any damage occurring during transport arranged by the customer is not the responsibility of Mirrella Tile.

• Claims will only be considered if there is clear evidence that the damage occurred prior to pickup.

• Please note that our warehouse takes detailed photos of all shipments after packing and prior to release. These photos are available upon request for verification purposes.

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4. Installation and Manufacturing Defects

• Mirrella Tile will not accept claims or provide replacements for any manufacturing defects or shipping damages once the tiles have been installed.

• It is the customer’s responsibility to inspect all materials prior to installation to ensure they are correct in size, color, and quality.

• Labor or installation costs are not reimbursable under any circumstances.

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By receiving and accepting delivery of our products, you acknowledge and agree to comply with these claim procedures. Adherence to the timelines and requirements outlined above is necessary for all claims to be reviewed and processed.

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If you have any questions about these policies, please contact us as follows:

800-471-6164

sales@mirrella.com

7300 Riverside Dr. Irving, TX 75039