Returns & Exchanges

  • The product you are purchasing is either a natural stone product quarried and cut from stone quarries, clay tile, or other tile product processed and manufactured to achieve certain effects of color and texture.

  • You understand and agree that stone is a natural product subject to variations in size, color, shade, veining, texture and polish. These variations are what make natural stone unique.

  • All stone samples are provided by the manufacturer and are intended to convey the characteristics of a certain type of stone, but variations will occur.

  • You understand that the product's conformity to a sample is not assured and is not the basis of the Sales Agreement.

  • Although manufactured and processed tiles may be more uniform, they can also have variations in color and texture. In addition, the color of any sample may display differently when large amounts of the color are visible.

  • Where sales taxes are applicable, all orders are subject to the taxes in the location where the customer picks up/receives the order.

  • Inspections

    • You or your representative must inspect any stone or tile product upon delivery and must promptly notify the product sales representative of The Tile Shop of any problems or dissatisfaction with the product delivered. If there is a damage claim, The Tile Shop must have sufficient time after notification to inspect the damage. You are to keep the product secure until inspected.

  • Returns

    • If you are dissatisfied with the product for any reason, you must promptly notify the product sales representative of The Tile Shop in order to receive a full credit of the purchase price and the return of the product. Once the product is installed, it may not be returned under any circumstances. It is important that you understand that once the product is installed you are accepting the product without recourse. A refund will be issued for full boxes of current tile returned in good box condition within 6 months of the date product was received. Sealed liquid products and setting materials may be returned within 90 days. No returns allowed on discontinued or special order items.

  • Refunds

    • Cash: Cash will be given for refunds under $10 if originally paid with cash.

    • Refunds over $10 if originally paid by cash, or any refunds if originally paid by check: A refund check, issued by The Tile Shop, will be processed and sent to the customer. This may take up to 2 weeks with processing. All refunds will be issued in the name on the original invoice.

    • Credit Card Purchases: All refunds will be processed to the credit card used for the original purchase. Customer must be present with the original credit card to receive the refund. In the event the customer is not present or the original credit card is not available, then a refund check, issued by The Tile Shop, will be processed and sent to the customer within 10-14 days. All refunds will be issued in the name on the original invoice.

    • AMEX/MC/VISA/DISCOVER Gift Cards: The Tile Shop can only process refunds onto gift cards that can be reactivated. In the event that a gift card was used for the original purchase and was kept on hand, the original gift card used will be credited. In the unlikely event that the credit cannot go back onto the original gift card used, a refund check, issued by The Tile Shop, will be processed and sent to the customer within 10-14 days. All refunds will be issued in the name on the original invoice.

If you are dissatisfied with the product for any reason, you must promptly notify the product sales representative of The Tile Shop in order to receive a full credit of the purchase price and the return of the product.

  • A refund will be issued for full boxes of current tile returned in good box condition within 6 months of the date product was received.

  • Sealed liquid products and setting materials may be returned within 90 days of the date the product was received.

  • No returns allowed on discontinued or special order items.

  • Once the product is installed it may not be returned under any circumstances. It is important that you understand that once the product is installed you are accepting the product without recourse.

  • Delivery/Freight is non-refundable

  • 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 material and return full boxes of current tile in good box condition within 6 months of the date the product was received.

  • Sealed liquid products and setting materials may be returned within 90 days.

  • No returns allowed on discontinued or special order items.

  • You may return online purchases to your local Tile Shop showroom or contact Customer Service for return shipping instructions.

  • Delivery/Freight is non-refundable.

  • Any return shipping costs are the sole responsibility of the customer. Once our distribution center has received the product, allow up to 48 hours to process the return. The Tile Shop will then issue the customer the refund for returned product based on the original form of payment.

  • See previous two questions for additional details.

Once you've ordered your material, you may return or exchange any item as long as they fall in accordance with our Return Policy. Current tiles in full box quantities received within 6 months can be returned or exchanged for another product. Sealed liquid products and setting materials may be returned or exchanged within 90 days. Discontinued and special order items cannot be returned or exchanged.

Call your Tile Shop sales representative or visit your local showroom to cancel an in-store order.

Orders cancelled prior to shipping can be cancelled without penalty. Please contact Customer Service at 888.398.6595 immediately if your order needs to be cancelled. Once we have set up the shipment with the necessary shipping company or an order is loaded and en route to the delivery address, we cannot process a return without collecting for applicable return freight fees.

Yes. The Tile Shop proudly offers discounts to active-duty, reserve and veteran military service members. Additionally, we offer discounts to 501(c)(3) non-profits in the communities in which we operate. Please bring proper documentation and visit a store near you to learn more. We thank you for your service and commitment to our community and we look forward to working with you.

The Tile Shop offers a 25-year warranty on our thin-set adhesive materials when used in accordance with the Tile Council of North America (TCNA) standards.