Thank you for visiting our online tile shop, https://villohome.com/. Following are the terms and conditions that constitute our Shipping Policy.
Order Fulfilment Terms
Your order is subject to our current inventory check. If the product that you have ordered is not in stock, one of our consultants will get back to you within 24 hours to discuss the most feasible alternative.
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 ship across the contiguous United States and an estimated time of delivery is 5-7 working days from the day an order is placed. Please note that the shipping rate that will show up on the Cart page and the Checkout page is considering the fact that the product in subject is available in the same state as the shipping address however the shipping rate that is charged to you at the time of Checkout may subject to change in the event the product in subject is not available in the same state as the shipping address. In this situation, our staff will reach out to you as soon as possible to work out an alternative option to have your order delivered to you.
Our standard LTL Shipping Carriers include but not limited to-
Estes Express Lines
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.
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.
Warehouse Pick-up by the Customer
We do offer a "Warehouse Pick-up" option as well to our customers. If you choose to go with this option, you can either pick up your order by yourself (in a box truck or in a trailer) or you can hire a 3rd party logistics company (carrier) to do the job. If you choose our "Warehouse Pick-up" option, you/your carrier are required to ensure that the material that you are picking up has no physical damage at the point of pick-up (before you load the material in your vehicle). In case you or your carrier notices any physical damage to the boxes or the material, you are required to bring it to the attention of the warehouse staff, take the pictures of the damage (before loading the material in your vehicle) and send them through to us. Once you pick-up the material from our vendor's warehouse, neither our company nor our vendor will be liable for any damage that happens during transit since the ownership and the control of the material will be in your hands once you pick it up from the warehouse as you can understand.
Please be advised that the "Warehouse Pick-up" option that you see on the Cart page or the Checkout page is considering the fact that the product in subject is available in the same state as the shipping address however in the event the product is unavailable in the same state as the delivery address, we may still be able to have it delivered to you with an additional shipping fees. In this situation, our staff will reach out to you as soon as possible to advise you of the extra shipping fees.
Order Cancellation Before the Final Delivery
We try to ship any order within 48 business hours from the time an order is placed and once the tracking number is available to us, our team emails it to the customer. Once the order is picked up from our vendor's warehouse, if a customer decides to cancel it for any reason, he will be responsible to bear the 2 way shipping charges (one is to pick-up the order from our vendor's warehouse up to the point where the order would be at the time the customer calls us to cancel it and second is to get the order shipped back to our vendor's warehouse) plus a 25% re-stocking fees.
Order Inspection Post Delivery
- Once an order is delivered, please inspect the goods and ensure the goods delivered match your order. Make sure to inform us about any damaged, missing or incorrect goods within 24 hours from receiving the products. You must inform Villohome prior to installation for any incorrect products that you believe you would have received. Once an installation is started, unfortunately, we cannot accept any clams.
- At times, it is easy to notice some difference in the shade/tone of the material delivered compared to the images on our website. This could happen due to multiple reasons such as the resolution of the device that you are using, the settings of the device (for instance the Color or the Brightness settings) or it could be just the time of the day the picture is taken by our team. To avoid any surprises later on, we strongly recommend customers buy a sample first before ordering the actual product. Also, once the product is delivered, we expect you to inspect the material to see if the shade of the product matches the shade appearing on our website images or with the sample that you would have ordered. In case you notice a major difference in the shade, we expect you to notify us within 24 hours from the time the material is delivered. Any claims related to an incorrect color that is brought to us after 24 hours is not accepted by our vendors hence unfortunately, we will not be able to help you in that situation. As mentioned earlier, any such concern must be brought to our attention prior to beginning the installation of the material. An installation is considered an acceptance hence once an installation starts, we will not be able to accept any claims or returns. If a return of the material is required, please keep in mind, we only accept a full return and not a partial return of the material delivered.
- Natural color variation are to be accepted. With natural stone it is highly recommended that the best method of installation is to draw product from all pallets equally rather than all product from one pallet then the next. If you are not a professional installer it is vital you understand proper installation methods before you begin. Please contact your sales rep with any questions before installation.