Most orders will ship via a carrier with curbside delivery only. You will be contacted by the carrier to arrange a delivery time. You must provide contact information, including phone number and email, at which you can be reached to arrange delivery and to accept the delivery on the delivery day. You must accept and inspect the shipment when it is delivered.
Should you choose to grant permission to a party other than yourself to accept and inspect your delivery, you must ensure that that the third party is reachable via the contact information that you provide to us, to arrange delivery and to accept and inspect the goods. Tile Estate is not responsible for any error, misjudgment, or oversight made by person(s) appointed by you to accept and inspect deliveries.
Claims for damaged or missing product must be submitted within five days of delivery of the product. If no claim is received within five days, it is understood and agreed that you are satisfied with the product.
To create a damage claim, email email@example.com with ALL of the following information (claims will not be considered complete unless all information is included):
Item SKU number
Date of delivery
Number of pieces damaged
Photos of all damaged pieces
Telephone number where you can be reached
Damage claims will not be accepted for product that is already installed.
Tile is a highly breakable product, and regardless of how well it is packed, up to 5% breakage is an industry standard. If under 5% of tile in your order is chipped or broken, we will not issue a damage claim for the order. The broken pieces can often be used for edges or fills during installation.
Some variation/imperfection among pieces of tile is an intrinsic part of these products. Such as:
-Slight variations in size
-Slight variations in color
-Imperfection in tile edges
We will not honor damage claims for such variation.
Some tiles, such as natural stone, vary significantly in color and appearance from one piece to the next, as you would expect various parts of a stone to vary. If a piece includes a SHADE VARIATION warning on the product page, damage claims will not be accepted because of variations in color and design from piece to piece.
Some tiles come in collections of several different patterns that are meant to be mixed and matched when installed. If a product has a VARIED PRINTS warning on the product page, we do not have control over the variety of patterns in each box, and we cannot accept claims because you dislike some of the patterns included.
Dimensions and other specifications are furnished to TileEstate by the manufacturer. In the event of damage claims due to incorrect product information, the manufacturer may be held liable for the refund. In this case, we may have to wait on the manufacturer to issue the refund.
If you would like to return an item (not due to damage), you must request a return within 30 days of delivery of that product. To request a return, please email firstname.lastname@example.org with ALL of the following information (requests will not be considered complete unless all information is included):
Item SKU number
Date of delivery
Reason for return
Number of boxes returning
Telephone number, where you can be reached
Tile Estate will respond to your return request with an authorization to return. Do not ship products without the authorization.
Unless otherwise indicated returns are accepted for full boxes only. Tile Estate will not accept returns of partial boxes or individual pieces.
There will be a 25% restocking fee on all returns.
Customer must arrange and pay for shipping on returns.
Returns will not be accepted if they arrive damaged. They must arrive in the same condition as sent, in the original packaging.
We will only issue refunds on returns after goods are received by us in satisfactory condition. The restocking fee will be deducted from the return funds.