Marquee Surface LLC
Effective date: October 2026
This policy covers delivery, inspection and damage claims, our limited warranty, and our final sale and returns rules. It forms part of our Terms & Conditions.
Service Area
We deliver only to Connecticut, Maryland, Massachusetts, New Jersey, New York, and Pennsylvania. We do not deliver outside these states unless we agree in writing before you pay.
When Your Order Ships
Orders are released for dispatch after payment in full has cleared. Payments received by 5:00 PM Eastern Time on a business day are processed the same day, and later payments are processed the next business day. Dispatch runs Monday through Saturday.
Delivery Times
In-stock products are generally delivered within 24 to 48 hours after dispatch to major cities and metropolitan areas in the Service Area. Delivery times may be longer depending on the distance within each state. Special orders, backordered items, and slabs follow the lead time stated in your quote or order confirmation.
Delivery dates and times are estimates, not guarantees. Delays can result from weather, traffic, carrier or warehouse capacity, labor disruptions, supply-chain events, incorrect address information, restricted access, or other events outside our reasonable control. Do not schedule your installer until your material has been delivered and inspected. We are not responsible for installer, labor, or project costs caused by a delivery delay. An order may arrive in more than one shipment.
Delivery Charges
Delivery charges are based on the delivery zone and on the size and weight of the order. The charge is shown before you complete checkout, in your cart or in your quote. Delivery charges are not refundable once the order has been dispatched, except where a refund is owed because of our cancellation or our error.
[CONFIRM: insert rate table by zone, any free-delivery threshold, and any minimum order by state]
What Standard Delivery Includes
Delivery is curbside only. Material is delivered to the curb or the nearest point to the delivery address that is safe and accessible for the truck. Standard delivery does not include installation, unpacking, inside placement, stair or elevator carry, debris removal, or movement of material beyond that point. Material is typically delivered on pallets and is heavy, so plan equipment and labor to move it.
Delivery Information and Access
You are responsible for giving a complete and accurate delivery address, a reachable phone number, and the name of a person who can receive the delivery. Tell us before dispatch about access limits, including narrow roads, low clearances, weight or truck restrictions, limited parking, loading restrictions, appointment requirements, stairs, elevators, construction conditions, and any need for special equipment. We may refuse or re-quote a delivery that cannot be completed safely.
Someone must be available to receive the delivery. Once delivered, the material is your responsibility. Protect it from weather and theft, and keep wood, laminate, grout, and mortar products dry and indoors.
Failed, Refused, and Rescheduled Deliveries
Do not refuse a shipment. Inspect it and report any problem under the Inspection and Damage Claims section within 48 hours after delivery.
If a delivery fails or is refused because no one was available, the site was inaccessible or unsafe, the address was wrong, or you declined it, the full delivery charge (100%) still applies. Refusing a shipment does not cancel the order. Changes to the delivery address after dispatch may carry additional charges.
Delivery Receipt and Photos
Our warehouse and carrier may photograph the shipment at delivery. Note any visible damage or shortage on the delivery receipt before you sign, and photograph the shipment yourself. This documentation is needed for any claim.
Risk of Loss
Material remains at our risk until delivered. Risk passes to you on delivery. Damage found after delivery is handled only under the 48-hour claim process in the Inspection and Damage Claims section.
Pickup
[CONFIRM: whether will-call or pickup is offered at the warehouse, the hours, and storage limits. If not offered, state that all orders are delivered.]
Inspection and Damage Claims
Report within 48 hours after delivery. The 48-hour period begins when the material is delivered. It covers visible damage, concealed damage, shortages, and incorrect products. Claims reported after 48 hours are not eligible.
Before you sign for a delivery, note any visible damage or shortage on the delivery receipt. Do not refuse the shipment.
To report a claim, email info@marqueesurface.com or message us on WhatsApp, and include:
- Your order number and phone number.
- Photos of the pallet, packaging, labels, and the affected pieces, with wide shots and close-ups from several angles.
- The number of damaged or missing pieces or boxes and the product name.
- A copy of the delivery receipt, if you have it.
Inspect the entire order before you report. We accept one claim per order, so include all damaged or missing items in it. Keep all damaged material and packaging until we tell you in writing that you may dispose of it. We may ask to inspect the material or to have the carrier inspect it.
Do not cut, alter, or install material you believe is damaged, incorrect, or materially different from what you ordered. Installation constitutes acceptance of visible characteristics and of any defect a reasonable inspection would have revealed.
Limited Warranty
Marquee Surface warrants that pieces will not be broken or damaged in transport while in our care. If pieces are broken or damaged in transport and you report the problem on time under the Inspection and Damage Claims section, we will remedy the damaged pieces as described below. This is the only warranty we provide on products. It is a limited warranty and covers transport damage only.
What is not covered.
- Claims reported more than 48 hours after delivery.
- Damage that occurs after delivery, including during unloading, moving, or storage by you or others.
- Material that was cut, altered, or installed.
- Natural variation in color, veining, texture, pattern, or finish, and variation between lots, shade lots, calibers, or batches. These are not defects.
- Differences between a sample, photo, or visualization and the delivered product.
- Shortages or errors in quantity caused by measurement, estimating, or ordering mistakes.
- Problems caused by installation, substrate, site conditions, moisture, temperature, maintenance, or failure to follow manufacturer instructions.
- Normal wear, chips, or scratches that appear after installation.
- Refused deliveries, or damage claimed without the required photos and documentation.
- Consequential costs of any kind, including installer, labor, or project delay costs.
How we resolve a valid claim. If we verify that pieces were broken or damaged in transport, we will, at our option, replace the damaged pieces or issue a credit or refund for them. Replacement is subject to availability, and we cannot guarantee that replacement pieces will match the lot, shade, or caliber of the original shipment. Our remedy is limited to the damaged pieces and not the full order.
Disclaimer and exclusive remedy. EXCEPT FOR THIS LIMITED WARRANTY, MARQUEE SURFACE DISCLAIMS ALL OTHER WARRANTIES ON PRODUCTS, EXPRESS OR IMPLIED, INCLUDING IMPLIED WARRANTIES OF MERCHANTABILITY AND FITNESS FOR A PARTICULAR PURPOSE, TO THE FULLEST EXTENT PERMITTED BY LAW. THE REMEDIES ABOVE ARE YOUR EXCLUSIVE REMEDIES FOR TRANSPORT DAMAGE, TO THE EXTENT PERMITTED BY LAW. WE DO NOT PASS THROUGH MANUFACTURER WARRANTIES. Some states do not allow certain warranty disclaimers or limits on remedies, so some of the above may not apply to you. You may have other rights that vary by state.
Final Sale and Returns
All sales are final. Marquee Surface does not accept returns or exchanges and does not issue refunds for change of mind, ordering or measurement errors, excess or leftover material, shade or color preference, a change in project plans, or a decision to use different material. This rule applies to every product, including tile, slabs, flooring, outdoor products, bath products, wall panels, and construction materials.
The only situations in which we repair, replace, credit, or refund are:
- Damage in transport. Pieces that are broken or damaged in transport while in our care, handled under the Inspection and Damage Claims and Limited Warranty sections. The claim must be reported within 48 hours after delivery.
- Our cancellation. If we cancel your order, we refund the amount paid for the canceled portion by the original payment method.
- Our error. If we ship a product that differs from what you ordered because of our mistake, we will correct it by replacement or refund after we verify the error.
Because sales are final, verify the product name, color, finish, size, unit of sale, quantity, and coverage before you pay. Allow for waste, cuts, breakage, and pattern matching, and order enough material for the whole project. Ask us before paying if anything is unclear.
Nothing in this policy limits any right you have under applicable law that cannot be waived.
Cancellations
You may request cancellation by email before your order is released for dispatch. After dispatch, and for special orders, slabs, and made-to-order products once ordered from the supplier or tagged, orders cannot be canceled. If a cancellation is approved before dispatch, we refund the amount paid by the original payment method.
Samples
[CONFIRM: whether samples are free, paid, or returnable. If paid, state that sample purchases are final.]
Refunds
When a refund is owed under this policy, we issue it to the original payment method.
Contact
Marquee Surface LLC
Email: info@marqueesurface.com. Include your order number in every message.