Shipping & Handling

  • What are your online shipping rates?

    • 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.

    • Hawaii and Alaska shipping destinations will incur an additional shipping fee.

    • Backordered materials requiring multiple shipments do not qualify for free shipping. A Customer Service representative will contact you with additional details.

    • Orders of any size can be shipped to one of our The Tile Shop stores near you for FREE.

  • What if I need to change my shipping address for an online order?

    If you have already placed your order you will need to contact Customer Service to change your shipment 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 store after the material has already been shipped. Please contact Customer Service for more details.

  • What if I want my order to be shipped to a secondary address?

    • In order to protect both our customers and ourselves, orders being shipped to a secondary shipping address (differs from your billing information) are required to pass an address verification before we can ship materials. If you have not already done so, please contact your credit card company and request to add a memo prior to placing the order and provide this secondary shipping address.
    • Failure to comply with this policy may 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.

  • Will all of my product arrive at the same time?

    Your order will not be released until available in full. Should there be backordered product on order, a Customer Service representative will be in touch to provide next steps.

  • How do I know if a product is backordered or out of stock?

    While we try to keep our website's product availability information as up-to-date as possible, it is possible that an item will become backordered and still be available for purchase through the site. A Customer Service representative will be in touch to provide more information about the backordered material.

  • How long does it take to ship my online order?

    • Materials that are in stock at our distribution center are shipped out within 1-2 business days from order date. Delivery time is normally estimated between 3-5 business days.

    • 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.

    • Curbside freight deliveries will require an appointment, which are scheduled directly with the assigned carrier.

  • Can I track my order?

    The tracking information is typically available the day following shipment and is forwarded to the email address you provide. If you have specific questions about your shipment, please call Customer Service at 888.398.6595

  • What should I expect when my tile is delivered?

    • 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 delivered at ground level.

    • The shipping company will not physically move or carry product.

  • What is curbside delivery?

    Larger tile shipments are secured to a pallet and delivered by freight carrier. For residential deliveries, an appointment is required with the carrier and the shipment is delivered at the edge of the property or "curbside." The shipping company will not physically move or carry product at time of delivery.

  • What steps do I need to take if I receive broken tile in my shipment?

    • If you ordered your material through one of our stores, please reach out to that store directly to address damaged material.

    • If your purchase was placed through, please immediately follow the steps listed below to ensure prompt attention. One of our Customer Service representatives will follow up to your damage claim within 24 hours. They will determine next steps and coordinate the replacement of damaged pieces either by exchange at our nearest store, or by direct shipment in some circumstances.

      • Receive shipment in full. Make note of any visible damage to the shipment on the Proof Of Delivery (POD) provided by the freight company for signature.

      • 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 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 to 2-3 photos per email to ensure the email is properly delivered to our Customer Service team. You can also contact them with any questions regarding your order or these policies by calling 888.398.6595.

Ship to Store Orders

  • My order is being shipped to a store, now what?

    • Orders shipping to a store for pickup will ship on their next product truck as long as the product is in stock.

    • You will be contacted by a Customer Service representative by both phone and email when this product is ready for pickup at the store. (Please check both email inbox and spam folder for correspondence.)

    • Our Customer Service representative will request a pickup date to provide to the store.

  • What should I expect when I pickup my tile?

    • The store will require the telephone number provided on your order with the shipping information to locate.

    • The associate assisting will either bring your material to the front for pickup, or if a larger order, send you around back to the warehouse for pickup.

    • Upon pickup, the store will go through the order item by item indicating materials being picked up. You are responsible to sign for the order indicating all items are receiving in good standing.