TERMS & CONDITIONS

Tilton Coffered Ceilings Terms & Conditions

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ORDER POLICY

Order Acceptance 

Tilton Coffered Ceilings reserves the right to refuse acceptance of any order placed on our website for reasons we may deem necessary, fit and/or reasonable. When an order is refused the customer will be given a choice of ordering alternate product or receiving a refund.    

Order Cancellations

IN-STOCK PRODUCTS
No cancellations are accepted on orders once they have been packaged for shipment.

MADE-TO-ORDER & SPECIAL ORDER PRODUCTS
No cancellations are accepted on orders after twenty-four (24) hours of placing the order. Where no dispute was made within twenty-four (24) hours of placing your order, your acceptance of all terms and conditions is assumed.

Order Changes 

IN-STOCK PRODUCTS
No changes are accepted on orders.

MADE-TO-ORDER & SPECIAL ORDER PRODUCTS
No changes to the selections and/or specifications made in an order can be made unless requested within twenty-four (24) hours of placing the order. Any and all changes must be requested via email to [email protected] and approved by a Tilton Coffered Ceilings representative in reply to that email. Additional charges which may be incurred as a result of any requested changes will be quoted to you in response to your change request email and must be paid for in full within twenty-four (24) hours of receiving the quote in order for the change to become effective and official.

Order Lead Times

Any and all lead times to manufacture and/or the availability of any products and/or any ship-by dates provided for any orders are estimated and approximate. Tilton Coffered Ceilings, Inc. makes no guarantee, either expressed or implied, for lead times to manufacture and/or the availability of any products and/or any ship-by dates provided for any orders. Additionally, product lead times to manufacture and/or the availability of any products and/or any ship-by dates provided for any orders are subject to change without notice. Tilton Coffered Ceilings, Inc. will not be held responsible for delays in manufacturing and/or unavailability of any products and/or the postponement of any ship-by dates provided for any orders. Any such occurrences do not constitute grounds for cancellation or a refund of any order.

International Orders

International orders are only accepted on a case-by-case basis and must be pre-authorized by Tilton Coffered Ceilings, Inc. All international orders will incur customs clearance charges. These charges are the responsibility of and are to be paid for by the customer.

Sample Orders

All product sample orders ship for free within the contiguous United States (aka the lower 48 states). If you order a sample to be shipped to HI, AK or outside of the USA, a shipping fee will apply and you must call or email us for a shipping quote prior to placing your order.

Order Pricing

Prices for both products and shipping costs are subject to change without notice. Tilton Coffered Ceilings, Inc. reserves the right to cancel any order due to website errors in calculating these prices.

Order Quantities

It is the customer’s responsibility to calculate and verify the product quantity needed and ordered. Tilton Coffered Ceilings, Inc. provides various resources, tools and assistance to aid in calculating product quantities, but cannot be held liable for the accuracy of those resources or tools.

Checking Your Order

Once received, check that you have all of the contents of your order, and that all contents are in good condition. Please report any inaccuracy of your order within seventy-two (72) hours of receiving your order. Tilton Coffered Ceilings, Inc. is not responsible for any inaccuracies if notification is received after 72 hours of receipt of your order.

Product Color Variations

It is highly recommended that you order all of the pre-finished products for your project at the same time to insure they are all finished from the same dye lot of paint and/or stain for the most consistent color matching between products.

The color of products may vary slightly from order to order. These variances are considered normal, and are within industry standards. If orders are placed at different times we cannot guarantee an exact color match. Therefore, it’s suggested that some extra product be purchased at the time of order to eliminate any future color matching issues.

Refused Orders

Orders which are refused by the customer for reasons other than shipping damages, and/or without having received an RMA# from a Tilton Coffered Ceilings representative will not be accepted and will be returned to the customer at their expense inclusive of any and all additional fees (i.e. storage, handling, rescheduling etc.) incurred with the shipping carrier.

 

PAYMENT POLICY

Accepted Payment Methods

We accept all major credit cards (Visa, Master Card, American Express & Discover) as well as Personal or Business checks and Wire Transfers. Processing and clearing times will apply to payments made by check and orders will not be put into production and/or released for shipment until funds have cleared.  

Payment Terms

All orders are prepaid only and as such they must be paid in full at the time of order. Orders which are made by way of a Purchase Agreement or Invoice may require full payment up front or may have a payment schedule which includes a deposit and subsequent progress and/or balance payment(s) as per the terms of the Purchase Agreement or Invoice. However, all orders require that payment is made in full prior to shipment regardless of the ordering process and/or payment schedule.

Coupons & Credits

Coupon/Credit codes may be issued by Tilton Coffered Ceilings, Inc. during promotions and/or when ordering product samples or design services. Coupon/Credit codes may not be applied towards any previous orders and can only be used one time. If use of an invalid code is determined, Tilton Coffered Ceilings, Inc. reserves the right to either cancel the order or to invoice the customer for the total value of the invalid discount. Coupon/Credit codes are not to be combined with any other offer and do not apply to shipping costs or otherwise discounted products or orders.

 

SHIPPING POLICY

Shipping Costs

Unless otherwise stated, shipping costs are not included in our product pricing and will be automatically calculated once products have been added to the Shopping Cart. To obtain the most accurate shipping rate for an order please contact us by phone at (800) 396-6410 or by email at [email protected] with your order details. You can also share a link to your Shopping Cart with us using the ‘Save and Share’ button on the Cart page.   

Shipping Notifications   

Please check the specific product pages or the Product Availability & Lead Times page for the availability and/or estimated manufacturing lead time for the product(s) you are ordering.

FOR ORDERS WITH PRODUCTS THAT ARE IN STOCK:
You will receive an “Order Has Shipped” email notification with the freight carrier’s name and tracking number once your order ships. This information will allow you to see the estimated delivery date of your order and to trace it while in transit. Tilton Coffered Ceilings, Inc. will not be held liable for any claim for expense incurred by a customer due to any delays in the transit of your order caused by the freight carrier.  

FOR ORDERS WITH PRODUCTS THAT HAVE A MANUFACTURING LEAD TIME:
You will receive an ‘Order ETA’ email notification within 24 – 72 hours of placing your order stating the estimated date that your order will be ready to ship out to you and then a subsequent “Order Has Shipped” email notification with the freight carrier’s name and tracking number once your order ships. This information will allow you to see the estimated delivery date of your order and to trace it while in transit. Tilton Coffered Ceilings, Inc. will not be held liable for any claim for expense incurred by a customer due to any delays in the transit of your order caused by the freight carrier.  

All manufacturing lead times start from the date your order is placed and has either been paid in full or had the required deposit paid. For orders which require the customer to approve any CAD drawings the lead time starts on the date we receive the customer signed copies of those CAD drawings. Lead times do not include shipment transit times, they only reflect the manufacturing time required to complete your order prior to shipment. Manufacturing lead times are in fact estimates and are not guaranteed in any way. Tilton Coffered Ceilings, Inc. will not be held liable for any claim for expense incurred by a customer due to orders which are not completed within the estimated lead time provided. We do everything we can to meet or exceed the estimated lead times, however, due to factors outside of our control, we simply cannot guarantee them. As such, please be sure to factor for a buffer period accordingly. Orders which are completed prior to the estimated lead time will not be held or stored and will be released to the carrier for shipment immediately upon completion.  

Orders Shipping to Outside of the USA

Please be aware that all international orders will incur customs clearance charges and that customers will be required to pay taxes and duties upon receiving their order. These charges are not included in the cost of shipping the product and are the sole responsibility of the customer.

Storage Fees Prior to Shipment

If your order was paid in full up front it will be automatically released to the carrier for shipment to you as soon as it is complete. Any requests to hold or postpone the shipment of these completed orders will not be considered. We simply do not have the ability to store orders once they have been completed and so they must be shipped promptly upon completion. 

If your order is being paid incrementally (i.e. Deposit + Subsequent Payment Schedule) you will be contacted by email once the manufacture of your order is complete and ready to ship or nearing completion to any corresponding payments and/or balance so that your order can be released to the carrier for shipment to you. As such, any orders with payments or balances which remain unpaid for more than three (3) business days from the date of the payment request will be subject to storage fees for that order in the amount of $100 per day. Furthermore, any outstanding balances left unpaid for more than fifteen (15) business days from the date of the request will result in a non-refundable forfeiture of the order unless otherwise agreed upon in writing via email.

Storage Fees After an Order Ships

If the freight carrier used to ship your order is currently in possession of your order, you may be subject to their rules concerning storage of items not delivered and any associated fees. For example, if you postpone the delivery of your order when the freight carrier calls you to schedule it, it’s likely that charges will be accrued by the carrier for storage of the shipment during the postponement period. As such, you will be held responsible for any such charges which will then be charged to your credit card and/or reflected in an invoice to you. For more information, please read and review the Terms and Conditions of Service Guide on the website of the carrier used to deliver the order.

Address Representation

Whether you mistakenly designate or purposefully misrepresent the shipping address for your order as a business/commercial address when in fact it is a home/residential address, you will be held responsible for any residential charges made by the freight carrier due to the correction which will then be charged to your credit card and/or reflected in an invoice to you.

Additional charges may also apply if the freight carrier deems the shipping address to be a “Limited Access” destination and you will be held responsible for these charges which will be charged to your credit card and/or reflected in an invoice to you. Examples of “Limited Access” destinations include, but are not limited to Military Sites, Schools, Mini Storage Facilities and locations which cannot be reached by way of a tractor trailer truck (i.e. an ‘18-Wheeler’).

Receiving Your Shipment – LTL of FTL Freight

Once your order leaves our manufacturing facility we will send you an ‘Order Has Shipped’ notice via e-mail which will contain the freight carrier’s name, tracking number and website address so that you can check the transit status of your order. 

FOR ORDERS SHIPPING VIA LTL OR FTL FREIGHT

When your shipment reaches the local delivering terminal the carrier’s dispatch manager will contact you directly by phone to schedule the day and time-frame for delivery (to the shipping address you provided when placing your order) so that you can make any necessary arrangements to receive the shipment.

Freight Orders Shipped WITH Liftgate Service
(Most items/pallets 8ft long and under)

Unless the delivery address has a loading dock with a pallet-jack and/or a fork-lift, you will need to have at least two (2) able-bodied people present at the time of delivery and be prepared and physically capable of doing some or all of the following to facilitate the receipt of your shipment:

    1. Open the shipment (i.e. cut straps holding product to the pallet and/or open crates) once it is lowered to the ground and while still at the curb and unpack the contents individually and/or in manageable amounts (i.e. 1 beam or several planks at a time) by hand.
        
      Tools You May Need to Have on Hand to Unpack Your Order:

      – Aviation (aka Tin) Snips 
      – Utility Knife
      – Hammer
      – Prybar
      – Cordless Drill/Driver w/ Phillips Head Bit
       

    2. Inspect the individual shipment contents as you unpack them and point out any noticeable/obvious damage or missing parts/components to the truck driver. The driver will give you an adequate amount of time to inspect your shipment.
    3. Take pictures of and make notations on the delivery ticket of any damage you may have discovered or of contents that may appear to be missing 
    4. Transport the shipment contents individually and/or in manageable amounts from the curb to your job-site or home
    5. Discard all of the shipment packaging (i.e. pallets, plywood, cardboard, strapping, shrinkwrap etc.)

Freight Orders Shipped WITHOUT Liftgate Service
(Items/pallets over 8ft long)

Unless the delivery address has a loading dock with a pallet-jack and/or a fork-lift, you will need to have at least two (2) able-bodied people present at the time of delivery and be prepared and physically capable of doing some or all of the following to facilitate the receipt of your shipment:

    1. Open the shipment (i.e. cut straps holding product to the pallet and/or open crates) while it is still on the truck and unpack and offload the order contents individually or in manageable amounts (i.e. 1 beam or several planks at a time) by hand.
        
      Tools You May Need to Have on Hand to Unpack Your Order:

      – Aviation (aka Tin) Snips 
      – Utility Knife
      – Hammer
      – Prybar
      – Cordless Drill/Driver w/ Phillips Head Bit
       

    2. Inspect the individual shipment contents as you unpack them and point out any noticeable/obvious damage or missing parts/components to the truck driver. The driver will give you an adequate amount of time to offload/inspect your shipment.
    3. Unload the shipment contents individually and/or in manageable amounts from the truck to the curb
    4. Take pictures of and make notations on the delivery ticket of any damage you may have discovered or of contents that may appear to be missing 
    5. Transport the shipment contents individually and/or in manageable amounts from the curb to your job-site or home
    6. Discard all of the shipment packaging (i.e. pallets, plywood, cardboard, strapping, shrink-wrap etc.)

It is your responsibility to inspect the shipment immediately, carefully and thoroughly BEFORE signing for the delivery.

You, or an adult whom you have authorized to inspect the shipment in your absence, must either sign for, or reject the shipment. If for ANY reason you are unable to fully inspect your shipment, you must write on the delivery receipt “SUBJECT TO INSPECTION.” In the unlikely event that your shipment is damaged, read and follow the directions in the “If Your Shipment Is Damaged” section below carefully and fully.

If Your Shipment is Damaged

If you notice and/or discover visible damage to your shipment at the time of delivery, you must have the driver note on the delivery receipt that the shipment is damaged and the driver must also sign the receipt. You must also take pictures of the visible damage to the packaging and/or product. Then you must file a claim directly with the freight carrier for the damaged portion of your order. Damage to your shipment is the responsibility of the freight carrier. Tilton Coffered Ceilings, Inc. cannot file a claim for your damaged shipment, only you as the receiver/consignee can. You must also keep any and all damaged product as well as all packing material until the freight carrier has performed an inspection of it.  

All shipments will be carefully inspected and packed before leaving our facilities and will be shipped out to you via the best carrier possible. Responsibility for your shipments safe delivery is assumed by the carrier at the time of pickup. When received, be sure to unpack your order carefully. If any damage to the product(s) contained in your order is discovered, be sure to keep all of the original packing and to report the damage to the freight carrier immediately. Our responsibility for the condition of the goods ends when the carrier accepts them and removes them from our facility for shipment to you. It is your responsibility to file any claim for damaged product. We cannot file claims on your behalf. Any and all shipping damage does not constitute grounds for cancellation or a refund of any order. 

Hidden Damage

Upon acceptance of your shipment, you have twenty-four (24) hours in which to notify the shipping company of any hidden damage. If you do not notify them within this time frame, any future claim for said parts will be null and void. If any items are required to repair the damaged merchandise, those items will have to be paid by the customer. We strongly recommend that you examine your order in full upon time of delivery and notify us immediately before accepting delivery if you find damaged parts.

By placing an order with Tilton Coffered Ceilings, Inc. you elect to deal with independent freight carriers who are fully insured and will reimburse you as long as the proper damage claim procedures are followed. Tilton Coffered Ceilings, Inc. is not responsible for any damage that occurs in transit when your order is in the possession of the independent freight carrier.

Shipment Transit Times

All shipping transit times are estimated and approximate and are NOT guaranteed. The “projected” or “estimated” delivery date shown when tracking your shipment on the carriers website is NOT necessarily the actual date your order will arrive and/or be delivered. All LTL Freight Shipments are scheduled with a Delivery Appointment and so the freight carrier will contact you by phone to schedule the specific day and time-frame to deliver your order. Your order will NOT be delivered without this appointment having been made.  

We recommend that you DO NOT schedule the installation of the products you have ordered until AFTER you have physically received and inspected them. If a guaranteed delivery date is needed then it must be selected in the cart at the time of order and/or requested, quoted and paid for prior to shipment of your order. Tilton Coffered Ceilings, Inc. will not be held responsible for any shipping and/or delivery delays or any subsequent effects any delays may cause as they are outside of our control. Shipping and/or delivery delays do not constitute grounds for cancellation or a refund of any order. 

 

RETURNS POLICY

Manufactured-To-Order & Special-Order Products

Unless an order fulfillment error was made (i.e. incorrect size/color/part, defective item etc.), products which are Manufactured-to-Order or Special-Order can NOT be returned, refunded or exchanged for any reason. These products currently include, but are not limited to:

  • Box Beam Coffered Ceiling Systems & Components
  • Shallow Beam Coffered Ceiling Kits & Components
  • Ceiling Beams & Trusses
  • Ceiling Beam & Truss Accessories
  • Ceiling & Wall Planks (All Non-Stock & Special-Order Varieties)
  • Flooring Planks (All Non-Stock & Special-Order Varieties) 
  • Product Samples*
    *The cost of samples are credited towards an order for the same product

In-Stock Products

Products which we keep in-stock may be returned for a refund of the product cost (the total order cost minus the shipping charges) within fifteen (15) days of their delivery date (the date you receive them) and will be subject to inspection for damage and a 25% restocking fee. These products currently include, but are not limited to:

  • In-Stock Varieties of Pre-Finished Wood Ceiling & Wall Planks 
  • In-Stock Varieties of Pre-Finished Wood Flooring Planks  

Any return requests made after the normal fifteen (15) day period will be considered on a case-by-case basis. 

To be eligible for a return, an in-stock product must meet the following conditions:

  1. It must be in the full amount/quantity that was originally ordered
  2. It must not have been cut or altered in any way, shape or form
  3. It must not have been used, installed or damaged (unless damaged by the shipping carrier)
  4. It must be in its original packaging and on it’s original pallet 

Note

  1. Customer is responsible for arranging and paying for shipping/freight costs associated with returning any products to us. We will provide the appropriate address to send your return to depending on the product line.
  2. Dye lot changes (slight color variances) between pre-finished products are NOT a valid reason for returns. Due to differences in texture, colors may vary slightly between products.
  3. Tilton Coffered Ceilings, Inc. makes no implied or expressed guarantee that product textures and/or colors will appear the same in person as they do in the images they are depicted with on our website. As such, dissatisfaction and/or regret with the product texture and/or color option selected or claims that a product does not appear the same in texture and/or color as depicted on this website are NOT valid reasons for returns or refunds. Customers are strongly encouraged to order, receive and review actual product samples prior to placing a full quantity order to ensure that the product appears is as expected in person. 
  4. If you are wanting to return a product because it was damaged in shipment, please read the ‘If Your Shipment Is Damaged’ section above.

Initiating a Return

To start the return process, call us at (800) 396-6410 or email us at [email protected] to receive a Return Merchandise Authorization (RMA) number and to obtain the correct address to ship the returned product to. We are not responsible for any merchandise returned to us without a valid RMA number nor can we be responsible for any additional shipping charges incurred for items shipped to an incorrect address. If you are returning merchandise because it was damaged in shipment, please read the ‘If Your Shipment Is Damaged’ section above.

You will be responsible for all return shipping costs and any arrangements necessary to facilitate the shipment of the products you wish to return. We recommend insuring your return shipment and using a traceable shipping method. All returned products must be sent back in their original packaging with the packaging material intact. Claims cannot be filed on items not properly and securely packaged. You must clearly mark the RMA number on the outside of the product packaging. Refunds will not be issued for items damaged in return transit or for returns which are never received. You will also be responsible for a 20% restocking fee on all returned products.

All returned products must be received by Tilton Coffered Ceilings in resalable condition in order to receive proper credit. We will issue credit only after we have received and inspected the product. Product must be received back to the shipping address provided within thirty (30) days of the date the RMA was issued.

Credits for Returns

Credit for returned products will be issued to the Credit/Debit Card or PayPal account used at the original time of purchase or by way of company check sent to you by mail. Time to issue credit will be 2 – 4 weeks from the date of receiving the returned product as per the conditions stated in the ‘Return Policy’ above.

 

REFUND POLICY

No Refunds, Returns or Cancellations

There are no returns, refunds, exchanges or cancellations allowed except as noted in the above Return Policy section or unless an exception has been made by way of a written email from Tilton Coffered Ceilings, Inc granting such permission and are subject to its sole discretion.

 

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