Shipping policy
Shipping Policy
Where will you ship my order?
We ship anywhere in the United States. For Alaska and Hawaii, please email us at sales@tilede.com or call us at 302-777-4663 and we will arrange those shipments. We will not directly ship orders outside of the United States, however for international orders, we will arrange shipping to your stateside freight forwarder. Please contact us for help with that.
How and when will my order ship?
All orders are typically shipped within 1-4 business days. You may track your order status by logging into your account on our website.
Will the cost of shipping ever vary from the shipping estimator, or the cost charged on my order?
We strive to offer low freight rates and typically the rate charged is the same as that which is on our estimator and on your order. However, there are certain locations across the United States that require special handling and increased cost due to delivery accessibility. If the shipping charges on your order are going to be changed, you will be notified prior to shipping and will be given the opportunity to cancel your order without penalty. A refund will be issued within 24 hours or 1 business day.
I ordered a small quantity of large-sized tile, and the shipping charges seem excessive, why is that?
Shipping large tiles can only be done on a wooden pallet by an LTL common carrier, and not by UPS ground in a cardboard box. There is a flat cost associated with shipping tiles this way, and so it is costly to ship small quantities. As the quantity of the tile ordered increases, we reduce the freight associated with the order as a way for us to offer you a competitively priced product. For this reason, it is always suggested to order extra tile to be assured that you will not need to order an additional box or two to complete your order.
What happens if the tile I want to order is not available?
We carry large quantities of tile in stock however, there are times that some products are on backorder, or we do not have the quantity requested in stock. If the tile you have ordered is not available for immediate shipment, you will be notified via email about the delay and the estimated time until the product is available to ship. We will give you the opportunity to wait or cancel your order.
Can I modify or make changes to my order?
Once an order is placed, we typically begin to process it immediately. Once the order leaves our warehouse, there will be no modifications possible. Please call 302-777-4663 immediately if you need to change anything about your order.
What do I do if my shipment is damaged or incorrect?
Upon receiving your order, you should immediately inspect the entire shipment. It is not uncommon for there to be small minor damage to a few pieces. As tile is typically cut to fit, those minor damaged tiles can often be utilized as cut pieces. However, if there is major damage or you did not receive the correct quantity or product, please email us immediately at sales@tilede.com or call us at 302-777-4663. If emailing us, please include:
- Your order number
- The quantity and description of damaged, missing, or incorrect product (in pieces)
- A picture of the damaged items
- Please include any information that would be helpful for us to best understand the issue.
IMPORTANT-any damage must be reported within 5 days of receiving your shipment in order to receive any credit or replacement.
Do you offer warehouse pick-up?
For those of you fortunate enough to be close to our Delaware distribution facility, we offer warehouse pick-up for free as a shipping option at order entry. If the option does not appear, please contact us and we can arrange for you to pick up your order.
How should I prepare for delivery?
We typically ship by either UPS or by LTL Common carrier. Orders arriving by Common Carrier will be delivered curbside and it is your responsibility to move the product into your home. Most common carriers require someone to be present to receive the shipment. Business-to-business delivery is always recommended, however, most residential areas are accessible by common carrier. If you are uncertain if your location is accessible by common carrier, please contact us and we will best determine your options.
How should I inspect my delivery?
- First, make a visual inspection of your order. If there is any visible damage, take a photo and sign the bill of lading noting the damage.
- Remove the product from the UPS box or remove any banding or shrink-wrap from the pallet and inspect the boxes for hidden damage.
- Notify us immediately of any issues, email us at sales@tilede.com or call 302-777-4663. No claims will be accepted 5 days after you receive your order.