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Thank you for visiting our online tile shop, https://villohome.com/. Following are the terms and conditions that constitute our Shipping Policy.


Shipment Processing Time

All our orders are processed on the same day as they are placed, and we aim to organise the pick-up of the order as soon as possible. Our standard delivery time is 5-7 working days from the time an order is placed.

While most of our shipments do fall within our standard delivery time, there could be further delays due to situations that are out of our hands for example: the 3rd party carrier not turning up on the scheduled pick-up day, some unexpected delay at the carrier’s terminal after they pick-up the order or some other reason due to which the carrier is unable to deliver the freight on or before the estimated delivery date. Since these types of unforeseen events are completely out of our hands, we as Villohome cannot take any responsibility of the confirmed delivery date and neither are we liable to compensate the customer due to the delay that happens from the carrier's end after the pick-up has taken place. In such events, we will try our best to become a medium between the carrier and the customer to ensure that both the parties are aware of the revised estimated delivery date however since the carrier is a 3rd party entity, our company has very little control over their operations.

We offer a “Standard LTL Delivery” under which, the order is unloaded on the Driveway, at the end of the Driveway or on the Curbside, whichever is more feasible. We strongly recommend customers to prepare an extra help on the delivery day to move the freight once it is unloaded by the driver. We do not offer the “Inside Delivery” at the moment which means the delivery driver will not be able to bring the material into your garage or storage area. Driver’s responsibility is limited to unloading the order with the liftgate.


Shipping Rates & Delivery Estimates

We offer Free Shipping across the contiguous United States and an estimated time of delivery is 5-7 working days from the day an order is placed.

Our standard LTL Shipping Carriers include but not limited to-

FedEx Freight

UPS Freight

R+L Carriers

XPO Logistics

Estes Express Lines

ABF Freight

Saia Inc.

Southeastern Freight Lines

 

Shipment confirmation & Order tracking

Our team will email you the Shipment Confirmation and your order tracking details once your order has been shipped from the warehouse. The tracking number will be activated within 24 hours from the time an order is picked up from the warehouse.


Damage

At the time of accepting the delivery of your order, If you notice even a slight sign of damage to the “Pallet” or “Boxes”, or the “Inside material”, make sure that you notify this immediately to the driver before accepting the delivery and make a note of this visible damage on the “Proof Of Delivery” (POD) document along with your signature and take a picture of that POD receipt before handing it over to the driver. Also, take a few pictures of this visible damage while the material is still in the driver’s custody. Once that is done, you can accept the delivery of your order but please notify to us on the same day regarding this visible damage and reply to this email with the pictures of the POD receipt and the damage itself. Be sure to follow this guideline in the event that you notice any small/big sign of visible damage while accepting your order. Failure to do this will result in your damage claim being declined. 

Even if you do not notice any sign of damage at all while accepting the material, we still suggest you write “Pending Inspection” on the “Proof Of Delivery” (POD) document along with your signature and take a picture of it before handing it over to the driver. This will help us process your damage claim much faster in case you notice any “Damage" to the material after the driver has left the delivery location. 

In the shipping of flooring materials, due to the fragile nature of the product, a minor damage during transit is expected. Any breakage that is less than 5% of the order is considered a “Minor breakage” industry-wide and will not qualify for refund or replacement. If a damage is in excess of 5%, our claim resolution team will step in to resolve the matter in the best interest of our customers. Note that if a damage is in excess of 5%, our claims team will not be able to issue any compensation for the damage that is related to the 5% of the overall material ordered while assessing the damage claim. 

Be sure to inspect the order and notify us of any damage within 7 working days from the delivery day. Any damage brought to our attention after 7 working days from the delivery date will not qualify for a damage claim.