Shipping & Policies
Shipping Policy
Delivery and Lead Times: Please allow 24 hours for online orders to be processed. We recommend that you do not book installation until you receive your product.
Explanation of different shipping options:
Residential Delivery - this is a curbside delivery. The driver will place the materials on the tailgate of the truck and you are responsible for meeting them there at an arranged time to unload the materials. Most products are shipped on pallets of individual cartons weighing 25-80lbs. each and the customer is responsible for unloading the materials from the tailgate.
Commercial Delivery - this is a delivery to a commercial location such as an office building or warehouse that is accustomed to being accessed by semi trucks and trailers. No advance notice will be given of arrival and someone must be available to receive and unload the product during normal business hours Monday - Friday.
Sample Delivery – This is delivery of samples. Sample shipping begins at a flat rate of ten dollars with all additional shipping calculated by weight.
Free Freight - This applies to orders over $299 shipped within the continental U.S. only. All orders shipped outside the continental U.S. will incur additional freight and handling charges.
Return Policy
Returns must be made within 30 days of when the customer receives the product. At The Tile Shop, we want to make your online purchase easy and friendly. Therefore, there is never a restocking fee if you choose not to use the product purchased. However, The Tile Shop cannot return any open boxes, discontinued products, or special order purchases. Any shipping costs are the sole responsibility of the customer.
After The Tile Shop receives the product, please allow 48 hours to process the return. The Tile Shop will then issue the customer the refund based on how the order was paid. For example, if the order was paid by credit card, the return will be put back on card that was used to make the purchase.
Cancelled Orders: Orders cancelled prior to The Tile Shop shipping, can be cancelled without penalty. Please call us immediately, or e-mail The Tile Shop if you need to cancel an order. Once an order has been loaded and in route to the shipping address, The Tile Shop cannot process a return without assessing freight fees.
Exchanges: Exchanges will be permitted for credit towards products of equal or greater value, within 30 days of receipt.