Orders placed through www.tileshop.com subtotaling $399 or more ship FREE to your home (UPS or curbside LTL delivery) except during promotional timeframes. *Select items may qualify for free shipping. Free shipping only applies to orders shipping within the continental United States. International, Hawaii, and Alaska shipping destinations will incur an additional shipping fee. Backordered materials requiring multiple shipments do not qualify for free shipping. Orders of any size can be shipped to one of our Tile Shop showrooms near you for FREE. *During promotional timeframes, The Tile Shop may charge a flat rate $99 shipping fee for orders over $399 or may charge no shipping fee regardless of order size. See home page messaging for current details.
Shipping rates are applied to all orders subtotaling less than $399. Our shipping rates begin at $10 and go upwards based on the combined weight of all items in the delivery. For any order subtotaling more than $399 that is shipped within the continental United States, there is no shipping fee (during promotional timeframes, when we will charge a $99 flat rate on all orders subtotaling $399 or more). For materials shipping to Hawaii or Alaska, shipping must be manually calculated and covered in full. The free shipment offer does not apply to orders shipping to Hawaii or Alaska. In the instance that a "ship to store" option is selected, and the material is out of stock in our distribution center, that material will require additional shipping. Backordered materials requiring multiple shipments do not qualify for free shipping.
Depending on the size and quantity of materials shipped, items will be shipped via UPS or LTL freight service. Delivery service is ground service. UPS shipments will be delivered to the address supplied and may require a signature for delivery. LTL freight shipments are curbside deliveries. Someone is responsible to be at the residence upon delivery and sign for materials. Any pallets of material are dropped and left at ground level. The shipping company will not physically move or carry this product. Orders being shipped to a secondary shipping address (differs from your billing information) are required to pass an address verification. Please contact your credit card company prior to placing the order and provide this secondary shipping address as a note on your account so we can release materials to that address. Failure to comply with this policy will result in delayed shipments until this verification passes. Once a shipping address has passed the address verification with your credit card company, we will not need to do this process again for additional orders placed in the same year shipping to that address. Orders shipping to a showroom for pickup will ship on their next product truck. You will be contacted by a customer service representative, either by email or phone, when this product is ready for pickup at the store. Please check both email inbox and spam folder for correspondence.
Materials that are in stock at our distribution center are shipped out within 1-2 business days from order date. All delivery services are ground service with expected delivery being approximately 5-7 business days from order date. Shipping times can be delayed if there are backordered items on your order. A customer service representative will update you with any inventory issues. We strongly recommend you do not schedule installation until you have received and inspected your products as there can be unforeseen delays including shipping delays due to weather, breakage, etc. The Tile Shop cannot be held liable for failure to meet schedule install dates due to delivery. Delivery dates are approximates and cannot be promised under any circumstance. LTL deliveries will require an appointment.
Change Shipping Address
Any changes made to the provided shipping address once your order is in route will result in additional freight fees that are the sole responsibility of the customer. This includes requesting the material being shipped to a local showroom after the material has already been shipped. Please contact Customer Service for more details.
While we do our best to ensure our materials are packaged and handled well, we do understand that some damage can still happen in the delivery process of our materials. For materials purchased through www.tileshop.com, please follow these steps immediately to ensure prompt attention:
- Receive shipment in full. Make note of any visible damage to the shipment on the Proof Of Delivery (POD) you’ll sign from the freight company.
- Examine your entire order upon delivery. Open up each box/package and inspect all items.
- Any damage that is found, please photograph the products affected.
- Email photos of damage to email@example.com with "Damaged Product" in the subject line. Please be sure to include your order details in the message (name, order number and date of arrival). Limit 2-3 photos per email to ensure the email is properly delivered to our Customer Service team.
- One of our Customer Service representatives will be in contact with you within 24 hours to discuss the shipment further. We'll coordinate the necessary resolution for these damaged pieces either by exchange at our nearest showroom or direct shipment of replacement material.
Any broken or missing product purchased directly with one of our showrooms should be addressed with Store Management.
Please contact our customer service team with any questions regarding your order or these policies: 888.398.6595.