Unboxing & Claims
A few minutes of inspection when your order arrives helps resolve any issue quickly. Follow the steps below so damage or quality defects can be documented and claimed without delay.
1. Opening the crates
Unpack on flat, level ground and keep all packaging until every piece has been checked. Do not install, cut or apply sealer to any stone before inspection. When opening a crate, handle pieces from the edges and lift rather than slide. If anything is unclear, contact your sales representative before continuing.
2. Quality issues
Compare the goods with the QC standards and tolerances stated on the product page. If a piece appears outside these standards, photograph it immediately after opening — the defect itself, the crate number, and the surrounding packaging — with the date visible, and notify us before installation. We will review the evidence and arrange the corresponding replacement or compensation.
3. Damage in transit
If any crate has tilted or split inside the container, or any product is broken, contact your sales representative immediately so the insurance claim can be filed within the carrier's time limit. To support your claim, every crate and every container loading is photographed at our warehouse before shipment, confirming the goods were packed and loaded secure. These records are available on request.
Questions about a delivery? Contact your sales representative or email us with your order number.