SHIPPING AND RETURNS

Processing Time

Our processing time—the time it takes to pick, pack, and prepare your order for shipment—is 1–3 business days. Once your order has been processed, samples will ship promptly. Full tile orders will ship within 1–3 business days after the stated production lead time.

Shipping and Delivery

All standard orders ship throughout the U.S. and Canada via LTL (Less Than Truckload) freight carriers and are curbside delivery only.

  • Your shipment will arrive on a pallet. Each tile box typically weighs approximately 30–60 pounds.

  • The delivery driver is only responsible for curbside drop-off; they cannot assist with moving materials inside your home or project site. Please plan accordingly.

Scheduling Delivery

Once your order arrives at the carrier’s local delivery terminal, the carrier will contact you directly to schedule a delivery date and timeframe. 

  • Please be sure to provide the best contact number at checkout.

  • If the carrier is unable to reach you within 24 hours of arrival at the local terminal, storage fees may begin to accrue, which are the customer's responsibility.

We understand that unforeseen circumstances can arise. If you are unable to be available for the scheduled delivery, we ask that you reschedule with the carrier at least 24 hours in advance.

If additional support is needed, please email us at support@zelligehome.com — we’ll do everything we can to assist.

Re-Delivery and Storage Fees

If you miss a scheduled delivery or if you are unable to receive your shipment at the agreed-upon time, you are responsible for coordinating re-delivery with the carrier and paying any applicable storage or re-delivery fees.

Delivery Inspection

At the time of delivery:

  • Carefully inspect your shipment for any visible damage or shortages before signing the delivery receipt.

  • All damages or discrepancies must be documented with the driver on the Bill of Lading and photographed.

  • Immediately contact support@zelligehome.com with photos and documentation within 48 hours of delivery.

We will work quickly to replace any items damaged in transit. Please note that carrier insurance requires notification within 48 hours; claims submitted after that window cannot be processed, and responsibility will transfer to the customer.

Delivery Tracking and Notifications

You will receive email updates throughout the fulfillment process:

  • Order confirmation once your order is placed.

  • Processing and shipping notifications as your order moves through production and packaging.

  • Delivery scheduling instructions from the carrier once your shipment is ready for local delivery.

  • Tracking details to monitor the shipment’s progress.

If you do not receive order or shipping emails, please check your spam folder or reach out to support@zelligehome.com to confirm your contact information.

Returns, Exchanges, and Order Changes

All orders are final sale once payment is received.

  • You may request to cancel or modify your order within six (6) hours of purchase. After this window, materials are allocated and cannot be reallocated.

  • Special Order tiles are made to order and cannot be canceled, modified, or exchanged once placed.

Please note:

  • Zellige tiles are a handmade product, and natural variation is to be expected.

  • Variations in color tone, texture, thickness, crazing, minor pits, and slight irregularities are inherent features of authentic Zellige craftsmanship, not defects.

  • Samples are a general representation only; your full order may feature a broader range of tone and texture.

  • Orders placed after the initial purchase may vary slightly due to differences between production batches.

We strongly recommend ordering 10–15% overage for cuts and installation adjustments, and 20–25% overage if you prefer greater flexibility in tile selection based on visual preferences.

Damaged Orders

If your shipment arrives with damage:

  • Document all visible damage with photos at the time of delivery.

  • Notify the carrier and note damage on the delivery paperwork.

  • Contact support@zelligehome.com within 48 hours with photos and details.

We will coordinate replacement materials for approved damage claims as quickly as possible.

Claims filed after 48 hours are not eligible for replacement under carrier policies.

Thank you for choosing Zellige Home!

Every order supports the continuation of centuries-old Moroccan craftsmanship, delivered with care to your home.

For any questions, assistance, or support, reach out to support@zelligehome.com — our team is here to help.