You may return most new, unopened items within 20 days of delivery( Mike usually extends to 30 days....Shhh) for a full refund less 25%. You are responsible for the return shipping fees. Since you received a flat rate or free shipping, you will be responsible for the difference in the original shipping fees as well. We'll also pay the return shipping costs if the return is a result of our error (you received an incorrect or defective item, etc.).
Updated January 1, 2016
**Please do not order tiles based on color name! It is VERY important to order a color sample if it is not a national brand that you have seen in a local store.
You should expect to receive your refund within 3 weeks of giving your package to the return shipper, however, in many cases you will receive a refund more quickly. This time period includes the transit time for us to receive your return from the shipper (5 to 10 business days), the time it takes us to process your return once we receive it (3 to 5 business days), and the time it takes your bank to process our refund request (5 to 10 business days).
If you need to return an item, simply login to your account, view the order using the "Complete Orders" link under the My Account menu and click the Return Item(s) button. We'll notify you via e-mail of your refund once we've received and processed the returned item.
Most of the items will have an estimated shipping time on each product page. We do not physically stock everything on our site (that would be a lot of items!) For example: Usually ships in 5 business days plus transit times. This means that it will leave the factory or our warehouse in that time frame then the shipping times. If you are in need of something quicker, please let us know before ordering so we can make sure we can accomodate your order. Please note: That single sheet orders and minimum orders can take longer due to shipping at the best rate possible. Plus, faster shipping results in HIGHER shipping prices. It is weight based and tile is VERY heavy. Please note, that if you order a single sheet of something that it can delay the shipping times by a couple of days as well.
Damaged Items Policy:
Although we try and pack all of our tiles VERY carefully, sometimes accidents do happen. We want to take care of these issues right away. The beauty with a lot of our items being mesh mounted is that an individual tile can be peeled off and easily replaced during installation. So for example, lets say you had 4 pieces broken on 3 different sheets. We would not send out 3 new sheets, we would send you out 1 sheet so you can peel off and replace the damaged tiles. Normally when you order tile you should add in a 10%-12% waste factor for cuts and damage, but we understand the need to have extra as well.
All we ask is that you take a couple of pictures of the damaged tiles, email them over to us so we can process and get you our the replacement tile. If you have any questions on this, please feel free to contact us before placing your order.