Considering that our tiles are handmade and hand packed, they are susceptible to damage. Also, sometimes items get damaged during shipping. It is expected that a very small percentage of your tile will arrive chipped or scratched. Note that these pieces can be used for cuts. If your order arrives and the packaging is visibility and excessively damaged, please ask the delivery driver to note the shipping ticket with a description of the damage and it is to your benefit to return to us. Also, for claims submission, take pictures of the damaged shipment prior to unpacking the order and of any broken materials. In most cases, we can replace the damaged tiles immediately at no additional cost as long as you submit the proof.