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Shipping policy

At Mila Home LLC, doing business as Slow Surfaces Studio | SSS, we are committed to ensuring your natural stone pieces arrive with the same care and precision with which they were crafted. Given the substantial nature of our materials, we partner with specialized freight carriers to ensure safe transit. To help us provide a seamless delivery experience, please review our shipping options and requirements below.

Shipment & Delivery

All orders are shipped through independent third-party freight carriers and are subject to the carrier’s terms and conditions. Once your order has shipped, the assigned carrier contacts you several days prior to delivery to schedule a delivery appointment. You are required to coordinate directly with the carrier and be present at the agreed delivery date and time. Failure to be available at the scheduled delivery appointment results in additional charges, including but not limited to storage fees, re-delivery fees, or return to warehouse charges. All such charges are the responsibility of the customer. Changes to the delivery address after shipment has been dispatched require carrier approval. At this stage, reconsignment or rerouting fees apply, and all related charges determined by the carrier are the responsibility of the customer and the charge process by our company before delivery. 

Delivery Conditions

All deliveries are made curbside and arrive on a pallet using a lift gate. Drivers do not assist with unpacking, moving materials indoors, or breaking down pallets. There must be someone on-site to receive your shipment and sign the BOL. At the time of delivery, you are required to carefully inspect all pallets, packaging, and materials before signing the Proof of Delivery document (POD).

Inspection & Damage Reporting

If any visible damage is observed, it must be clearly noted on the POD at the time of delivery, and photographs of both the damage and the signed POD must be taken before the driver departs. Additional photos should also be taken while the shipment remains in the carrier’s possession. Once delivery is accepted, you are required to notify us on the same day and provide all supporting documentation, including images of the damage and the POD. Failure to properly document visible damage at the time of delivery limits the ability to submit a valid claim.

Even if no visible damage is present, you are expected to write “Pending Inspection” on the POD and take a picture for your records. This ensures proper documentation in the event that concealed damage is identified after delivery. All orders must be fully inspected, and any damage must be reported within 48 hours of delivery to the info@slowsurfacesstudio.com.

If a third party (such as a contractor, installer, or representative) accepts the delivery on your behalf, you are responsible for ensuring they understand and follow all delivery and inspection requirements. Failure to do so limits the ability to submit a valid claim. Signing the delivery receipt without noting damage confirms that the shipment has been received in acceptable condition by the customer. 

Breakage & Recommendations

Due to the fragile nature of natural stone flooring, a certain level of breakage during transit is expected. Breakage of less than 5% of the total quantity ordered is considered minor damage in accordance with industry standards and does not qualify for refund or replacement. If breakage exceeds 5% of the total order, it is classified as major damage, at which point our team reviews the claim and determines an appropriate resolution based on the specific circumstances.

Due to the natural characteristics of stone, variations and minor imperfections are inherent. It is standard practice to order additional material to accommodate cuts, waste, and future needs. We strongly recommend ordering at least 15% extra natural stone flooring to account for waste, breakage, and cuts needed during installation.

All shipping and delivery timelines are estimates only and may vary due to production schedules, carrier availability, or external factors. For this reason, we recommend scheduling installation only after materials have been delivered and inspected.

Shipping Options: Ocean Freight & Express Cargo

I. Ocean Freight

This method is designed for the secure transport of our more substantial pieces, utilizing a structured logistics chain to ensure your order arrives in pristine condition.

  • The Journey: Following your final approval, pieces are carefully crated and shipped via ocean freight to our Franklin Park, IL warehouse.
  • Transit Profile: Ocean transit typically takes 4–6 weeks. Once cleared through our Chicago facility, final delivery to your residence or project site is completed within 3–5 business days.
  • Estimated Lead Time: Considering our artisanal production standards and international transit, please allow a total window of 10–14 weeks.

II. Express Air Cargo (DHL)

For time-sensitive installations, we offer an expedited air freight service for eligible collections. 

  • The Process: Upon completion and your personal photo approval, your order is dispatched directly from our studio via DHL or FedEx Priority.
  • Estimated Delivery: The entire process, from production to your curbside, is completed into approximately 3–4 weeks.

Installation Disclaimer

Installation, cutting, or modification of the material constitutes acceptance of the product as received.