We accept returns within 60 days of delivery. Also we won't charge you 15 or 20% restocking fee like most of other companies. We charge only 3% fee to cover credit card processing fees.
We understand plans might change or you may end up with extra materials. No problem. We are here to help. Please keep in mind that shipping cost is non refundable and you will be responsible for any shipping cost related with your return unless we dropped the ball and sent you incorrect material. If thats the case, we will gladly make this right and cover all back and forth shipping costs.
All items must be in their original packaging and condition. For example we won't accept any left over porcelain or ceramic tiles if they are not in their boxes. Those items can be returned only in full boxes.
Most of our stone mosaics come in individual packaging. They must be in original packaging as well when they are returned. However larger stone tiles or subway tiles come in boxes. We will accept them in less than full box quantity as long as they are not damaged and in flawless condition. Some exclusions apply.
You must notify us regarding any issues about your order before installation. Once item is installed unfortunately we wont be able accept any claims or returns.
ALL SHIPMENTS ARE INSURED
Simply you are covered all the way. Shipment arrived damaged ? No worries. Let us know and we will send you a replacement or process a refund for you. All we need is an email within 3-4 days of delivery with pictures of damaged items. This time frame is very important to ensure we can get reimbursed by carrier for this damaged shipment. Once we passed this claim window, it makes it very hard to get your claim approved for us and for the carrier.
If shipment arrives completely damaged , please reject it. It make things much easier. They might ask you to receive it and call us to file a claim but simply rejecting it much easier way.
Sometimes damages are concealed and you cant see it till you open it. You have 4 days to open your shipment to let us know if there are any damaged tiles and we can replace them at no cost to you. We just need pictures and we will send out replacements right away.
SPECIAL OR CUSTOM ORDER
We try not to take custom orders but if we did, they wont be eligible for this 60 days delivery. Custom orders cant be cancelled or returned.
We use FedEx for freight and partial shipments 99 percent of time. If your order is shipped via FedEx freight, please make sure you leave a good cellphone number because FedEx will call you to set up a delivery appointment before delivery. If FedEx cant reach you via phone provided , we will try to reach you via email as well however if all of our attempts fail, FedEx will put shipment on hold and send it back to us. Customer will be responsible for return shipping cost and all related fees. Initial freight cost will not be refunded for non-deliverable orders. All freight shipments are curbside delivery and someone must be present to receive it. If you make an appointment but miss it Fedex will charge re-delivery fee up to $265.
Also , once your order is shipped via FedEx freight changing address will be difficult and costly even if it is just couple of blocks away. Reconsignment fees start at $195.
Sample shipment are swatches only. Standard swatch size 4"x4" to 6"x6".
If you order any tile such as 8x8 , 3x6 , 4x12 , 2x8 , 3x9 etc. we will send you a one full piece. Any tiles bigger than these sizes such as 6x12 , 12x12 , 12x24 , 18x18 , 24x48 will receive 1 pc of sample swatch in 4"x4" , 3"x6" or 6"X6" .
Mosaic tiles samples also will be in 4"x4"or 6"x6"
We process and ship out orders fast. Sometimes it might work against you but we will try to cancel your order before it ships out. Any cancellation requests must be made via email or phone within 24 hours of your order. If 24 hours passed, please call us to see if we still can cancel it.
Once order is prepared and packed , we can no longer cancel this order.
We ship most of our orders within 2-3 business days. Our job is pretty much ends there and we wont be responsible for any delays caused by carrier or an act of God beyond our control. We are always here to help you and will contact carrier on your behalf if your shipment is not delivered within estimated delivery date. All arrival dates provided on this website or from any of our team members only estimated delivery dates.
Priority overnight or 2 days air shipments are except from this and if it is not arrived within promised time, we can contact FedEx for reimbursement.
This agreement is not assignable by purchaser without Tilezz.com prior written consent. Any attempt to assign any rights, duties or obligations hereunder without Tilezz.com written consent shall be void.
CONFLICT OF TERMS
It is agreed that sales are made on the terms, conditions and warranties contained herein. To the extent of any conflict, these terms and conditions take precedence over any on buyer’s order form. No agreement altering, modifying or extending the terms of this agreement shall be valid unless in writing, duly signed by the parties.