Yes, pickups are allowed from our warehouses in San Antonio, Texas or from our Vietnam factory. Our warehouse located at 300 Josephine requires 24 hours' notice before an appointment for collection of tile can be set. A warehouse pickup fee applies.

Our San Antonio fulfillment house requires a longer notice for pick-up to avoid a rush charge. Please call us so we can ensure the tile pick is timely scheduled to meet your installation deadlines. 210.798.2288

The Desire Group does not store customers’ tile orders. When an order is ready for delivery, the customer is required to provide a delivery address within 7 days of the tile being ready for delivery.

If a customer fails to provide a delivery address within 7 days, a storage fee of $175 per month will be charged to the customer. This storage fee will be charged for up to 3 months.

After the expiration of the 3-month grace period, the order will be disposed of in any way The Desire Group deems appropriate. This disposal method is at the sole discretion of The Desire Group and no notice will be given to customer of the disposal. If customer fails to provide a delivery address, customer has abandoned the tiles and relinquished any right to ownership of the tiles.

By ordering tile from The Desire Group, the client agrees to all terms and conditions above.

Delivering to a business or local freight terminal is typically less expensive than delivering to a residence. Commercial addresses are determined by the freight company. Typically, commercial addresses are warehouses, loading docks or businesses with a forklift. Businesses operating out of a residence do not qualify as a commercial or business address.

Commercial addresses are determined by the freight company. Typically, these are a warehouse, loading dock or business with a forklift.

Businesses operating out of a residence do not qualify.

If delivering to a residence, please check the appropriate box at checkout. If a residential address is noted as a business delivery extra charges will be applied.

If delivering to a residence, please check the appropriate box at checkout and extra charges will apply. A lift gate will be ordered.

Our shipping company is expected to call you to arrange your delivery time. If you need special delivery options (such as a lift gate, inside delivery, or handicapped assistance), please notify the freight company and they will arrange these services. All residential deliveries will include a lift gate. The cost for additional shipping services is not included in the base cost but will be "add on" line items in your billing. You will incur additional charges if you contract for these services.  The Desire Group will not be responsible for any additional fees. These fees will be the responsibility of the customer. Any re-delivery fees will also be the customer’s responsibility.

ORDERS ARE DELIVERED CURBSIDE

All orders are delivered curbside. The driver will unload the delivery off the truck, but you will be responsible for getting your order from the curb to a safe, covered, inside location. The Desire Group products CANNOT BE STORED OUTSIDE. These products must be stored inside and under a cover protected from the elements, or they will be damaged.

Someone, over the age of 21, must be present to inspect the shipment at delivery. The customer representative will be required to tender a signature signifying the acceptance of the delivery.

Before the delivery is accepted, you MUST PERFORM a visible inspection. This inspection must include:

1. Confirm the correct quantity of tile was delivered.
2. Confirm the correct products were delivered.
3. If there is any visible damage to the shipment, write this notation directly on the bill of lading which comes with the shipment. If, after inspection, there are any concerns with quantity of tiles shipped, or type of tile shipped, this also must be noted on the driver’s Bill of Lading. Do not let the driver leave without making a notation on the driver's documentation.
4. If possible, take a picture of the driver’s documentation with your phone after you have made your notations on his documentation.
5. DO NOT REFUSE the delivery.  Accept the shipment even if something appears to be unsatisfactory. When a shipment is refused the material is shipped back to the freight carrier's warehouse and additional charges are incurred which will be billed to you.
6. Call Desire at 210.798.2288. We are here to help you handle the rest of the claim. 

If, after inspection, the quantity of the product is wrong or damage to the shipment is observed, this MUST BE NOTED on the driver’s Bill of Lading. Do not let the driver leave without making a notation on the driver's documentation. If you are able, take a picture of the driver’s documentation with your phone, do so.

DO NOT REFUSE the delivery.  Accept the tile shipment even if something appears to be unsatisfactory.

When a shipment is refused the material is shipped back to the freight carrier's warehouse and additional charges are incurred which will be billed to you. Call us at 210.798.2288. We are here to help you handle the rest of the claim. 

Damage due to shipping is rare but does happen. If damage to the shipment is discovered when unpacking the shipment, a delivery exception (a claim against the freight carrier for damage in shipping) must be made.

This claim must be made within 3 days. Please call us immediately at 210.798.2288 so we can help you fill out the claim paperwork and document it properly.  In the interim, please take pictures of the damaged freight and email them to us at orders@thedesiregroup.com.  Note, PER ABOVE, if damage is visible, for example crushed boxes, and not noted on the driver's paperwork we will be unable to file a claim!  

In the event your Couture or Bespoke tile order arrives before it is needed for installation, Desire Tile will store the tile for you at no charge for 2 months.

After the expiration of 2 months, Desire Tile will store the tile for you for an additional 10 months. The storage fee will be $95.00 per pallet/per month. The storage fee will be billed monthly. After the expiration of 12 months, if the tile is not collected by the Customer, Customer forfeits all rights and title to the tile and Desire Tile will dispose of the tile in any manner Desire Tile sees fit. Customer will receive no notice.

When you are ready to receive your order, Desire Tile requires 10 working days' notice to prepare the stored order to be picked up and/or arrange delivery.