Frequently Asked Questions         

Information provided below is for established accounts only

         

Website:

Please use SomerTile.com to check stock, check restock dates for backordered products, view our collections/new products, place/pay for orders, check product specs, and check pricing.  We also have great content displaying our products from different angles and in room scene photos. You can also find backordered restock dates and a discontinued items list.  For any issues with the website please reach out to orders@somertile.com to reach our Customer Service team for assistance.

 

Product Name and Product Item Number:  Please include both the item description and product item # on your purchase orders.

 

Packing Information: Our products are sold by the Case, Pack, and Each.  By request, we will break a case or pack for a $5.00 broken case fee.  If not specifically requested orders will always be rounded up to the nearest case to protect from order shortages.

 

Freight Terms:          

Our product is shipped from Manalapan, New Jersey. Orders will be shipped UPS, Estes, or A Duie Pyle unless otherwise specified. 

 

Pick-Ups: 

You are welcome to pick up orders at our warehouse to avoid shipping costs.  Please notify us at least 2 hours ahead of time of your impending arrival so we are able to have the order ready. 

 

Payment Terms:       

Our payment terms are COD, since we use common carriers this would mean that payment must be made before an order can be released for shipment.  For those who apply and are approved, Net 30 day terms are available. 

 

PLACING ORDERS and SHIPPING TERMS

Placing your Order:

You may place your order by:

E-Mail – ORDERS@SOMERTILE.COM

Website- Somertile.com

 

Processing your Order:

Once we have your order we will:

  1. Confirm Availability of the Product and Cost.  Pricing on items is subject to change without prior notice.
  2. Calculate Freight Method and Cost
  3. We will then confirm the available inventory and total invoice amount.  The confirmation will be sent VIA Fax or E-mail.
  4. Customers will be expected to review confirmations to ensure accuracy of the information provided.  Any discrepancies in the order confirmation must be reported prior to shipment. 
  5. COD accounts will be expected to make payment at this time so order can be released for shipment.
  6. We will ship all confirmed orders on a first in first out basis.

Special Orders:

In some cases the amount of square feet needed may exceed our current stock levels and a special factory production/order would need to be made.  In these cases we would ask the following

  1. An initial 25% non-refundable deposit would be made to secure the order
  2. Another 25% non-refundable deposit would then be needed to secure shipment from the factory
  3. The final 50% would then be needed to release the order from our warehouse

 

Dye-Lots & Caliber:

With any manufactured product, shade variation and size variation are expected; this is the case with all of our products.  Due to varying production dates final product may vary in tone or caliber from any sample received.  Multiple orders are not guaranteed to be from the same batch.  If a shade or size variation issue arises, we will make every attempt to help you satisfy your client.  You may contact us in hopes of matching a previous dye lot but we do not guarantee continued availability.  Also we import from many different manufacturers so even tiles appearing to be of the same size or thickness may have variations when laid together.  We recommend always dry laying out material before installation to make sure everything fits as planned and that you have enough material.  We always recommend 10% overage when ordering.  We only guarantee the same dye lot and caliber per product within one order.  

 

Claims:

No claims regarding our product will be acted upon after installation.  Please ensure you and your client inspect all products prior to installation.  Also always be sure to lay out product completely before applying any adhesives.  Any claims made after the tile has been installed will be denied.

 

Returns:

All returns are to be pre-approved by our Customer Service department.  A Returns Goods Authorization (RGA) number must be provided before we will accept any return.  No returns will be accepted or authorized after 30 days of the customer receiving the product. All approved returns will be subject to a mandatory 25% restocking fee.  The customer (you) will be responsible for freight costs to return the product to our Manalapan location.  The product needs to be received by us in New and Sellable condition.  After inspection, a credit will be issued towards future purchases minus the restocking fee.   

 

Replacement Parts:

Customers are required to contact us within 5 days of delivery in regards to replacements for defective/broken products or miss-shipped/ short-shipped orders.  If replacements are requested due to damage, defects, or miss-shipment photos of the product must be provided.   If the order shipped with a freight carrier the damage or any other issue must be notated on the BOL and delivery record including proof of delivery at the time of the delivery.  This ensures that Somertile can properly complete the claims process.  Any amount issued by the carrier as a result of the claim will then be credited to the customer. Amount issued may vary from total amount of the initial claim. If the customer arranges the shipping then the customer is required to file the claim with the carrier and place a new order for the material.  Concealed damage must be reported to Somertile immediately in order for the delivery company to conduct an inspection of the material.  The pallet must not be handled at this point to ensure an adequate inspection.  Please note that any shipping claims may take up to or exceed 30 days to process with the carrier. All replacements will be shipped out standard ground for either LTL or small parcel orders.  Most replacement orders will also be issued with cost and the credit will be given on the original invoice for the order.  Exceptions will be made in situations where replacements are deemed necessary due to the fault of Somertile including defective product, miss-shipments, short shipments, etc.