Shipping policy

Effective Date: October 2025
Last Updated: January 2026

Thank you for shopping with LiLi Cement Tiles. The following Shipping Policy explains how we process, ship, and handle your orders. This policy applies to all purchases made on lilitile.com and does not affect your statutory rights under applicable consumer protection laws.

1. Shipping Coverage

We currently ship throughout the continental United States and Canada only.
(We do not ship to Europe, the UK, or other international destinations at this time.)

Canadian Orders:
Orders shipped to Canada may be subject to customs duties, import taxes, brokerage fees, and other charges imposed by your local customs authorities. These charges are not included in our product or shipping prices and are the responsibility of the customer. Customs regulations and processing times may vary by province.

If you have questions about customs clearance or cross-border fees, please contact us prior to placing your order.

2. Order Processing and Fulfillment

Processing Time: In-stock orders typically ship within 1–2 business days.
Shipping Methods:
- Orders of 1–2 boxes usually ship via UPS Ground.
- Orders of 3 boxes or more ship via freight.
Tracking Information: Once your order ships, a tracking number will be sent via email.
Shipping Times: Delivery times vary depending on destination and the warehouse location of the product.
Delays: If your order is delayed, lost, or not received within the estimated delivery window, please contact our support team immediately for assistance.

3. Freight Deliveries

All freight deliveries are curbside unless otherwise arranged.
It is the customer’s responsibility to move products from the curb to their desired location.
The freight carrier will contact you directly to schedule a delivery appointment.
An adult (18+) must be present to inspect and sign for the delivery.

Please inspect the shipment for visible damage before signing the delivery receipt (bill of lading). If damage is visible, note it clearly on the bill of lading before signing and take photos of all affected boxes or pallets.

4. Damage and Claims

We take every precaution to pack our tiles securely, but due to the fragile nature of ceramic and cement products, damage may occasionally occur during transit.

Visible Damage at Delivery

Do not refuse the shipment, even if damage is present.
Note all damage details on the bill of lading before signing.
Take clear photos of the damaged material and packaging.
Contact us immediately at hello@lilitile.com or call 856-988-1802 for replacement instructions.

Concealed or Hidden Damage

If you discover damage that was not visible at delivery, you must notify us within 2 business days of receiving the shipment.
Please include photos and your order number when submitting a claim.

Your Rights

This policy does not limit your rights under consumer protection laws to receive a refund, repair, or replacement for goods that are damaged, defective, or not as described.

You can review our full Refund Policy for details.

5. Lost or Delayed Shipments

If tracking information shows your order has not moved or was delivered but not received:

Contact the carrier using your tracking number to initiate a trace.
Notify our support team at hello@lilitile.com so we can assist with resolution.
If your order is deemed lost, we will arrange a replacement or refund according to our Refund Policy.

6. Limitations and Exclusions

We are not responsible for delays caused by carriers, weather, customs clearance, or factors beyond our control.
Orders placed during holidays or promotional periods may experience longer processing times.
We cannot ship to P.O. boxes or freight forwarding addresses.

7. Accessibility

This Shipping Policy is designed to be accessible to people with disabilities, including screen reader compatibility. If you require this policy in an alternative format, please contact hello@lilitile.com.

8. Contact Information

For any shipping-related questions, claims, or updates, please contact us via:

Email: hello@lilitile.com
Phone: 856-988-1802
Mailing Address:
LiLi Cement Tiles
18000 Commerce Parkway
Mt Laurel, NJ 08054