Tilton Coffered Ceilings Terms & Conditions:
No cancellations are accepted on orders after twenty-four (24) hours of placing the order. Where no dispute was made within 24 hours of placing your order, your acceptance of all terms and conditions is assumed.
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.
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.
All international orders will incur customs clearance charges. These charges are the responsibility of and are to be paid by the customer.
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.
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.
For products sold by the piece (i.e. Ceiling & Wall Planks, Ceiling Beams, Ceiling Tiles etc.), it is the customer’s responsibility to calculate and verify the product quantity needed and ordered. Tilton Coffered Ceilings, Inc. provides resources and tools 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.
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.
Accepted Payment Methods
We accept all major credit cards (Visa, Master Card, American Express & Discover) as well as Personal and Business checks. 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.
All orders are prepaid only and as such they must be paid in full prior to shipment. No orders will be released to the carrier for shipment until full payment has been received. All orders placed directly via our website must be paid in full up front at the time of purchase via credit/debit card or PayPal. Orders which are made by way of a Purchase Agreement or Invoice (outside of a direct purchase from the website) may require full payment up front or may have a payment schedule which includes a deposit and subsequent payment(s) as per the terms of the 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/Credits codes may be issued by Tilton Coffered Ceilings, Inc. during promotions or when ordering product samples or design services. Coupons/Credits 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 charge the customers credit card for the total value of the invalid discount. Also, if a Coupon/Credit code is used to purchase product samples then the customer will be issued a new coupon or credit less the amount of the previous coupon or credit used. 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.
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.
Manufacturing & Shipping Lead Times
Please check the specific product pages for the estimated manufacturing lead times on the product(s) you are ordering. Once your order has been placed you will receive an ‘Order ETA’ email notification within 24 – 72 hours stating the estimated completion date for your order which is also the date your order will be able to ship out to you. Then, once your order ships out from our facility you will receive a subsequent “Order Has Shipped” email notification with the freight carrier’s name, website address and tracking number used for your shipment. 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 + Final Balance) you will be contacted by email once the manufacture of your order is complete or nearing completion to request the final balance so that your order can be released to the carrier for shipment to you. As such, any orders with final 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.
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
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 LARGER ORDERS SHIPPING VIA 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.
You will need to have able-bodied people (at least 2 are recommended) and some way to unpack, unload and move the shipment from the truck to your job-site or home at the time of delivery. This service is not included in the standard cost of shipping, but may be available and arranged at an additional cost upon request.
Unless the delivery address has a loading dock with a pallet-jack or fork-lift you will need to be prepared and physically able to do some or all of the following to facilitate the unloading your shipment:
a) Open the shipment packaging (i.e. boxes, crates and pallets) while they are still on the truck and unpack their contents individually
Tools You May Need to Have on Hand to Unpack Your Order:
– Cordless Drill
– Utility Knife
b) Unload the shipment contents individually from the truck
c) Inspect the individual shipment contents as you unload them and point out any noticeable damage or missing parts/components to the truck driver
d) Once all of the shipment contents have been unloaded remove all of the shipment packaging from the truck (i.e. pallets, crating plywood, strapping, shrinkwrap etc.)
e) 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
It is your responsibility to inspect your 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 your shipment arrives damaged, you must reject the shipment, or the part that is damaged, and have the driver note the damage on the delivery receipt. Then contact us at (800) 396-6410 and we will reissue replacement product immediately.
If you discover damage to your shipment, but choose to accept it anyway, you must have the driver note on the delivery receipt that the shipment is damaged and the driver must also sign the receipt. 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 can. Please keep any and all damaged product as well as all packing material for the trucking company’s inspector to see.
All shipments will be carefully inspected and packed before leaving the 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.
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.
Unless an order fulfillment error was made (i.e. incorrect size/color/part, defective item etc.), products which are Manufactured-to-Order can NOT be returned, refunded or exchanged for any reason. These products currently include, but are not limited to:
- Box Beam Ceiling Systems
- Box Beam Ceiling Components
- Box Beam Ceiling Samples
- Shallow Beam Ceiling Kits
- Shallow Beam Ceiling Components
- Shallow Beam Ceiling Samples
- Faux Wood Ceiling Beams/Trusses/Mantels
- Faux Wood Ceiling & Wall Planks
- Faux Beam Accessories
- HDU Moldings & Trim
- All Product Samples
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 a 25% restocking fee. These products currently include, but are not limited to:
- Real Wood Ceiling Planks & Panels
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:
- It must not have been cut or altered in any way
- It must not have been used, installed or damaged
- It must be in its original packaging
- Customer is responsible for arranging and paying for shipping/freight costs associated with returning the product to us. We will provide the appropriate address to send your return to depending on the product line.
- 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.
- 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.
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.