Damage policy

If your shipment arrives damaged, please contact us promptly so we can review your case and determine the appropriate resolution.

72-Hour Reporting Window

All damage-related requests must be submitted within 72 hours of receipt. Please inspect your order immediately upon delivery and before you begin installation. Requests submitted more than 72 hours after delivery are not eligible for damage-related replacements. 

How To Report a Damage Claim 

• Email us. Send your damage claim to info@apollotile.com within 72 hours of delivery. Please use the subject line: “Damage Claim – Order #[Order Number]”. 

• Include the following information in the email; your order number, the item and quantity affected, a description of the damage/issue, photos of the shipment and packaging 

• Wait for review. Do not ship anything back until you receive a response from our team. Unauthorized returns cannot be processed or refunded.

• Receive instructions. If your claim is approved, we will provide you with instructions for the next steps. 

• Replacement or resolution. When a damage claim is approved, we will arrange a complimentary replacement for the affected material or provide another appropriate resolution based on the circumstances.

Please do not dispose of any damaged tile or packaging until your claim has been reviewed and you have received instructions from our team. 

Damaged Samples

If a sample arrives damaged, email us at info@apollotile.com with your order details and photos of the damaged sample. We can review and arrange a replacement sample. 

Questions?

For questions about our Damage Policy, please email nfo@apollotile.com with your order number. Our team will be happy to help.