Shipping policy

Free Shipping on All Orders Over $1,500 Delivered in the Contiguous United States

Select Free Shipping at checkout.

Our products are stored in different warehouses throughout the United States and are subject to a 2-10-day lead time. Though the shipping method shown at checkout is for UPS Ground, your package may arrive via Fed Ex, USPS Priority Mail, or LTL Freight. The transit time shown at checkout is an estimate, NOT a guarantee, and will vary by location. If timing is of the essence, contact us to see if we can get your tiles to you according to your schedule.

Orders weighing more than 160 pounds may be delivered on a pallet in a truck with a lift gate by a carrier of our choice. We will notify you when the shipment leaves and the carrier will contact you prior to its arrival to set up a delivery appointment. If you have access to a loading dock or can pick up at a nearby distribution center (carrier’s choice), contact us to have these savings passed on to you.

Shipping to Alaska, Hawaii, US Territories, Military Addresses, and International

Contact us for deliveries outside of Contiguous United States.

We at TileBuys.com are intensely proud knowing that our products have been installed and are loved each day on 4 different continents. However, shipping natural stone to locations that require air or ferry freight can lead to a significant expense that varies widely from one day to the next. We are happy to ship our products anywhere in the world, but we will need an opportunity to shop around for the best rates to ensure it is an economical decision for you. Simply contact us with your desired order and delivery address and we will get to work.

Read more about deliveries outside of the United States at the bottom of this policy page.

 

Safe Transit Guarantee

For All Orders Delivered in the Contiguous United States

Inspect each shipment and contact us within 5 days of delivery. To process a transit damage claim, please provide all of the following:

• Photos of all damaged tile(s)
• Photos of the interior packaging materials
• Photos of any damage to the shipping box(es)
• At least one clear photo of the shipping label on each affected box

We guarantee that every order from TileBuys.com will arrive undamaged and materially comparable to any inspection samples we provide. However, because tile is a fragile product shipped through multiple freight and parcel networks, occasional damage can occur despite careful packaging.

If a sample arrives damaged in transit, please let us know. Rather than shipping a replacement sample separately, we will gladly include a replacement sample at no additional cost with a future project order for that product.

We replace broken chips or tiles at no cost to you.

When possible, inspect the delivery before signing to receive it. If damage is visible upon arrival, note it on the delivery receipt before the carrier departs. If freight damage is obvious and severe, refuse the shipment and contact us immediately.

Within 5 days of delivery, inspect all materials while they remain in their individual packaging. We recommend retaining all damaged materials, packaging, pallets, crates, and shipping boxes until your claim has been resolved, as carriers or manufacturers may require additional photos for review.

Claims may be denied if damaged materials have been removed from their original packaging before documentation is provided, if required documentation cannot be supplied, or damage is reported more than 5 days after delivery. If you are not available to take delivery or inspect the shipment within 5 days of delivery, please contact us in advance to discuss the safest timing of your delivery.

Our goal is to resolve transit damage claims quickly and fairly while minimizing delays caused by carrier claim requirements.

For Alaska, Hawaii, US Territories, Military Addresses, and International

PLEASE NOTE: The Safe Transit Guarantee Program identified above only applies to orders delivered in the contiguous United States. We will replace broken items at no cost to you, though you will be responsible for the cost of shipping the replacement chips or tiles.

 

Free Samples Shipping Program

Contact us to request a credit for the cost of domestic shipping of samples to be applied to the project order

When you find a tile on our site that captures your imagination, we ask that you purchase a sample for a closer, in-person inspection to be certain you love it. If you do love it and want to purchase it for a project requiring 20 or more square feet, we will apply a credit to the project order for the cost of shipping the sample. Simply contact us to have an invoice prepared that reflects this offer.

Natural stone products are as unique as they are beautiful, and no two tiles will ever be identical. Purchasing the product desired sooner rather than later after buying samples will ensure that you are buying from the same lot of material you have inspected.

International Orders

Once your shipment has been successfully delivered to the customs officials in the recipient's country, our responsibility for the delivery ends, and it becomes the recipient's sole responsibility to handle any customs duties, import fees, and related matters. Here's what you should be aware of regarding this transition of responsibility:

1. Customs Duties and Import Fees: The recipient is responsible for all customs duties, taxes, import fees, and any other charges imposed by the customs authorities in their country. These fees are not included in the shipping cost and must be paid separately to facilitate customs clearance and delivery.

2. Customs Clearance: Customs processing times and procedures may vary by country and can affect the overall delivery timeline. Any delays caused by customs clearance are beyond our control and are not eligible for compensation.

3. Lost or Confiscated Shipments: We will not be responsible for shipments that are lost or confiscated by customs authorities due to prohibited or restricted items, incomplete documentation, or other non-compliance issues. The recipient should adhere to their country's import regulations to avoid such situations.

4. Communication with Customs: If customs authorities require additional information or documentation for clearance, it is the recipient's responsibility to liaise with them directly. We will provide any relevant information we possess, but the recipient may need to initiate communication with the customs authorities.

5. Tracking Updates: Once your shipment reaches the customs officials, tracking updates may become limited. It is advisable to check with the customs authorities or the final destination carrier for the most up-to-date information regarding your shipment's status.