BUYER'S GUIDE

HOW TO ORDER

Our ordering process is simple and easy. It will only take you a few minutes to complete. In case you find any difficulties while ordering, do not hesitate to contact us. You can also get your questions answered in our FAQ section.

We always encourage our customers to order samples before placing an order to assure the right product and the finish.

ORDERING SAMPLES

1- Visit our Product Page and find the product or products that you want to buy. We have a variety of products, ranging from Tiles, Pavers, Gravels, Pebbles, Waterlines, and Coping materials, among others. When you hit the button on the Product Page, you will be asked to “Order Sample”.

2- Repeat the process for each of the products that you want to buy. Once done, please hit the “Samples Cart” button in the top right corner of our website’s main page. You will be directed to a page where you can see all your samples, and from there you can make the necessary changes as desired. If everything looks good, enter your contact information and the shipping address.

3- Once you have completed your request for samples, you will be taken to our payment platform. Remember, we only charge for the shipping. Samples are absolutely FREE!!!!!

4- “Nova Tile will reimburse all the shipping costs for samples if customers order 300 square footage or more.

PLACING AN ORDER

To complete the ordering process, please follow these easy and simple steps:

• 1- Hit the “Order Request” button in the top right corner of our website’s main page.
• 2- Pick the product from the scroll-down list and click on the amount of square footage.
• 3- Repeat the process for each of the products that you want to buy.
• 4- if everything looks good, enter your contact information and the shipping address.
• 5- Submit your order request; we will start working on your order and contact you within one business day to give you an update on your order and when it will be shipped.

SHIPPING

You have now completed your order request and the shipping process begins. Let’s estimate the shipping price.

First, you need to specify whether you want the products to be delivered to your residential or business premises. To get the exact shipping costs, you need to provide your contact information, exact shipping address and press submit. We will work on your request and send you a formal estimate, giving you the cost of shipping as well as an estimated time on when you can expect to receive your shipment. We strive to deliver our customer products within a reasonable time, trying as much as possible to avoid delays. However, there may be some circumstances which may be beyond our control, and that is why we request our customers to order the products some days before they are needed to avoid any inconveniences when they arrive late due to external factors.

We have contracted third-party companies solely as shipping facilitators. With our high shipping volumes, we have negotiated with the shipping facilitators, and our customers will benefit from competitive shipping rates.

We are committed to ensuring that your shipment gets to you on time and at a reasonable price. We will find the most efficient and cost-effective shipping option for you.

Once the order has left our warehouse, we will provide its status information; our logistics team will be available around the clock, assisting you with any queries and concerns that you may have during the shipping period.

Depending on the volume, weight, and shipping facilitator, your order may qualify for liftgate services once it’s delivered. In an event that the services are not available, a forklift will be required. We will inform you, before placing the order, whether a forklift will be needed so that you can make arrangements before the package arrives at your desired delivery point.

We encourage our customers to provide accurate contact information to allow us to get in touch with you during shipping. This will ensure that no additional costs are incurred when the package is stored while awaiting collection.

Customers who would like to make their own shipping arrangements are allowed to do so.

BREAKAGE IN TRANSIT

Breakage in transit may happen since these are natural stone products and travel a long way. As per the industry standards, a breakage of up to 5% is accepted. To cater for the breakages in transit and waste from cutting, we normally encourage our customers to buy between 5-10% extra materials.

Freight companies are very careful in handling these shipments. However, if customers see any access visible damages, then it happened during shipment. Nova Hardscapes inspection teams inspect every pallet before leaving our warehouse to insure there is no breakage. Also, photos of the shipment will be provided after it is picked up.

Customers need to check all the pallets during delivery. If there are any damages to the products, then here are the steps need to be taken:

• 1. Take photos of all the pallets delivered
• 2. Ask the delivery person how to file a claim and get the contact information of the claims department of the freight company
• 3. Write all the notes on the delivery receipt and keep a copy of it.
• 4. Contact the freight company’s claims department to file the claim.

Since it may take several days to get the check for the claim from the freight company, Nova Hardscapes is always there to assist. If more materials are needed to complete the project, Nova Hardscapes will honor a discount for the additional materials.

RETURN POLICY

1. We work very hard to ensure that we deliver quality to our customers. However, in an event that we deliver incorrect materials or anything that does not match the order, we allow our customers to return it.
2. Customers or their representative should inspect any product upon delivery and immediately notify us of any issues or dissatisfaction with the delivery.
3. Return requests or any issues must be made in writing within three days after receipt of the product.
4. Nova Hardscapes will arrange for pick-up of the product. Customer will pay all Return Shipping Costs to ship it back and to be unloaded at our warehouse.
5. Buyers are only eligible for refunds once we resume possession of any delivered materials.
6. A refund is issued if the delivered products are in the same condition as they were in upon receipt, within a period of 15 days from the date they were received by the customers.
7. We will not accept products which have been installed or worked on.
8. The products that are returned by the customer must match the product authorized for return.
9. In an event that we sent incorrect materials, that which does not match what was ordered, we will assume all the costs incurred during the return process.
10. All natural stones are product of nature. They are subject to variations in color, porosity, marking, and texture. Every piece has its own unique look and color. As Nova Hardscapes, we make sure that all the pieces come together in a good harmony and selection. No claims will be accepted based on the characteristics of natural stone.
11. If the products arrive damaged, then customer needs to file a claim with the transportation company right away. Please refer to the section “Breakage in Transit” for more information.