Return Policy
TILE TRADER RETURN POLICY
It is Tile Trader’s priority to meet your needs and help you choose the right product for your project. If you are not completely satisfied with your online purchase experience, you may return the product(s) to Tile Trader within 30 days of purchase. Please not that Tile Trader will not refund any shipping or processing fees and that you will be responsible for any shipping, processing, or restocking fees associated with returning product(s) for a refund. All returned products must be undamaged and in original condition. The same method of payment used in your original purchase will be processed for any refund due to you – no exceptions.
Installed Merchandise Policy: Return Policy Limitations
IMPORTANT - PLEASE READ CAREFULLY
Tile Trader will not provide any refunds for products that have already been installed. Tile Trader will NOT be held liable for any damages, defects, or lost labor costs due to or resulting from faulty installation. Any claims for damages and shortages must be made in writing within 30 days of receiving any shipment of products. Inspecting all products thoroughly before installation is required as use will constitute acceptance. Tile Trader will NOT accept any installed flooring, as such installed flooring is considered property of the owner/installer.
Shipping Policy
Tile Trader offers its customers the following shipping methods:
Option 1: FEDEX or UPS = Orders of products that are less than 13” and less than 75 lbs.
Option 2: LTL (Freight) = Orders of products over 13” and more than 75 lbs.
Unfortunately, we do not offer any expedited shipping options due to the fragile nature and weight of our products.
Handling Charges
As a cost of preparing orders and the cost of packing, a handling charge will be added to your bill, and it will be calculated as a percentage of the shipping rate.
Lead Times
Unless otherwise is approved by Tile Trader, all your orders will be shipped only to the customer’s billing address. The estimated shipping of all orders will take 1 to 5 business days.
Delivery Times
A tracking number will be provided when the product is picked up and shipped out, and all the delivery will be based on that pickup date. You can track Fedex or UPS packages through the tracking number provided. You will be called one day before delivery to schedule the time for the shipment to arrive for freight shipments. However, please take into consideration that all delivery dates and times are estimates. Therefore, it is highly recommended that you schedule your installer after you have received your product.
Delivery
When your order is delivered, make sure the quantities match your order. Your complete satisfaction as a customer is important to us, so in order to guarantee customer satisfaction, please follow the procedures below when receiving your order:
- Make sure you inspect the condition and entirety of your shipment visually, and in case of any missing item or damaged material, note it down. You will have received an order confirmation email listing of all the materials and quantities you ordered. It is your responsibility to examine the shipment and count each item to ensure you have received everything you ordered.
- ASK the driver to stay and ONLY let the driver leave AFTER you verify the material received is in good condition and that all material has been accounted for. You are required to note any damaged or missing items on your delivery receipt. Failing to note any such damaged or missing items may increase the amount of time for a resolution of such damaged or missing items, if any. You will be required to file any such claim directly with the carrier.
- Drivers are not allowed to enter your home, so the driver will only unload your order at the curbside.
- Tile Trader recommends that once unloaded, the flooring material should be stored in the location where it will be installed. This way, (1) the flooring material will be acclimated to the installation area, and (2) it will reduce the number of times you will have to move the flooring. Depending on the specific product, boxes containing products may weigh up to 65lbs.
Conditions
Depending on variables such as manufacturing times, weather, supply-demand conditions, and replacement shipping for damaged items, your order may be delayed. For this reason, Tile Trader strongly recommends that you do not schedule your installer until after you have received your order in its entirety. Tile Trader will not be held liable or responsible for failure to meet scheduled install dates due to delivery. We cannot promise and guarantee delivery dates under any circumstances.
Truckload Orders
Purchasing over 10,000 lbs of product in one order requires a quote specifically given for your order. If you want to purchase 10,000 lbs or more in a single order, please call our Customer Care Specialists directly at (832) 802-5000
Order Storage
The maximum storage on any completed order is 14 days. For each day after 14 days, any products left in storage will incur a $10-per-day storage fee until picked up.
Return Shipments
All outgoing and return shipping costs are solely the responsibility of the customer.
In-Store Pickup
Tile Trader offers in-store pickup. If you purchase products online for in-store pickup, the products will be ready for pickup within 4 hours of purchase. However, products may only be picked up at a store by the person who made the purchase. A picture ID, the online sales receipt, and the credit card you used to make your purchase online will be required to release the order. The name on the ID and the name on the credit card used to make the purchase must match.
Third Party In-Store Pickup Policy
If you would like a third party or contractor to pick up your purchase, the name of the person should be added to your order during the checkout process on the website. A valid government-issued ID of the person who will be picking up the merchandise will be required before Tile Trader will release any portion of the order to such third party. It is imperative that you add the name of any third party picking up your order; otherwise, there may be significant delays.
International Shipments
Tile Trader offers international shipping. It is important to note that international shipments may be subject to additional duty fees, brokerage fees, and taxes, any and all of which shall be paid by the customer.
Sample Orders
You may ask for up to 3 samples of products you contemplate purchasing. Samples may take 7-14 business days to arrive. As noted in the Terms and Conditions, sample products may not be an exact representation of the product due to variances in batch manufacturing.
Special Order Products
Special order products may take anywhere from 75 to 90 days or more to arrive. For further information on special order lead times, please check the individual product page. Special order product lead times will vary by product.
Cancelling Special Orders
Special orders may be cancelled prior to shipping without penalty.
Damaged Shipments
DO NOT REFUSE ANY SHIPMENT. If a shipment is refused, Tile Trader will charge all applicable shipping fees as part of the return. See the Damages Policy below or call Customer Care at (832) 802-5000 for assistance.
Lost in Transit
If a shipment is lost in transit, call Customer Care at (832) 802-5000 for assistance.
Vehicle Damage Waiver
You hereby acknowledge the risk of Tile Trader employees’ loading your vehicle with a forklift and hereby waive all liability for any damages that may occur as a result of such loading. While our employees will take every effort to load your vehicle in a safe and conscientious manner, you agree that Tile Trader accepts no liability or responsibility for any damages to your vehicle during the load process, including damage to tires, axels, or suspension. Tile Trader accepts no liability or responsibility for damage to vehicles during transportation of the merchandise after leaving the store, including any damage to windows, truck beds, tailgates, or any other vehicle damage. By allowing us to load your vehicle, you hereby release Tile Trader and all of its employees from liability for any damage related to the loading of your vehicle. All of the risks of damage to your vehicle and the responsibility for safely transporting the products are assumed solely by the customer.
Damages Policy:
If you receive a damaged shipment, you must follow these 3 steps:
- Accept the shipment. Never refuse a shipment.
- Contact Tile Trader immediately.
- Provide Tile Trader with the required documentation.
- Proof of Delivery Receipt (POD)
- The number of pieces damaged.
- Pictures of the damaged tile.
- Send all documentation listed above to customer.service@tiletrader.com with the subject line “Damaged Shipment.”
- Your replacement tile will be shipped upon Tile Trader’s verification of all above listed information.
It is highly recommended that you inspect all products for any indication of damage upon initial receipt of the shipment. Any damage should be noted on the POD provided by the driver. If no damage is detected upon initial receipt, you have 15 days to contact Tile Trader regarding such damage.
