Shipping policy
Shipping & Delivery Policy
At Tile On, we are committed to delivering premium tile products with the same care and attention that goes into their design. The following policy outlines our shipping procedures, delivery expectations, and customer responsibilities.
Shipping Rates
Tile On offers flat-rate shipping on mosaics, trims, moldings, small-format tiles, and large-format porcelain and ceramic materials.
Orders totaling $1500 or more qualify for complimentary ground shipping within eligible regions.
Shipping options and delivery estimates will be provided during checkout.
Order Tracking
Once your order ships, you will receive a tracking confirmation email with the carrier information and tracking number.
Large orders may ship in multiple packages, which may arrive on different days depending on carrier routing. Tracking your order using the master tracking number will display the status and estimated delivery date for each package.
Tile Samples
To help ensure the perfect selection for your project, Tile On offers tile samples for most products.
Customers may order up to two samples of the same tile per account. If additional samples are required, please contact our customer support team.
Design professionals, builders, and contractors working on multiple projects are encouraged to apply for the Tile On Trade Program for expanded sample access.
Freight Deliveries
Large tile orders may ship via freight carrier on a pallet.
Freight deliveries are provided curbside only. The carrier will contact you to schedule a delivery appointment prior to arrival.
Customers must ensure the following conditions are met for delivery:
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Delivery location must allow safe truck access (minimum 10 ft wide access road).
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A clear and unobstructed unloading area must be available.
If a delivery appointment is missed or rescheduled, additional carrier fees may apply and will be the responsibility of the customer.
Delivery Inspection & Damage Claims
We strongly recommend inspecting all shipments upon delivery before signing the carrier’s delivery receipt.
If visible damage is present:
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Note the damage on the delivery receipt.
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Take photographs of the damaged materials and packaging.
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Submit a claim through our Damage Claims page.
All damage claims must be reported within 48 hours of delivery.
Materials delivered to job sites should also be inspected within this timeframe.
Installation Acceptance
Tile products should be inspected prior to installation.
Once installation begins, the material is considered accepted by the customer. Tile On cannot be responsible for damages resulting from installation errors or materials installed before a damage claim has been filed.
Backorders
Occasionally, high-demand products may become temporarily unavailable. If your order includes backordered items, they will be shipped as soon as inventory becomes available.
Estimated shipping dates may occasionally change depending on production schedules.
Exchanges & Returns
Because tile products naturally vary in shade, texture, and lot production, we encourage customers to review samples or lot photos prior to ordering.
If you wish to exchange your order for a different production lot:
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Return shipping costs are the responsibility of the customer
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A 15% restocking fee may apply
Exchange requests must be submitted within 45 days of delivery.
Order Cancellations
If you need to modify or cancel an order, please contact our team as soon as possible.
Once an order has shipped, it cannot be canceled or modified.
Orders canceled after payment processing may be subject to:
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5% processing fee (before packing)
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15–25% restocking fee (after packing)
Custom & Special Production Orders
Some large-volume or specialty items require custom production with our manufacturing partners.
Because these materials are produced specifically for your project:
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Orders may be canceled within 24 hours if production has not yet begun.
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Orders canceled after production begins are subject to a 50% cancellation fee.
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Once production is completed and the order has shipped from the factory, the order becomes final sale.
Refused Deliveries
Customers are advised not to refuse shipments.
Refused deliveries may incur return shipping charges and restocking fees (15–25%), which will be the responsibility of the customer.
Order Storage
If your project timeline changes, Tile On can temporarily hold your order prior to shipment.
Orders may be held free of charge for up to 15 days. After this period, storage fees may apply.
Freight carriers may also impose storage charges if delivery appointments are delayed beyond their allowed timeframe.
International Shipping
Tile On proudly supports projects worldwide. For international deliveries, please contact our team to receive a custom shipping quote tailored to your project location.
Express Shipping
Orders requesting express shipment must be placed before 12:00 PM EST to qualify for same-day processing.
Please note that delivery timelines for express services depend on the shipping carrier and cannot be guaranteed.
Express shipments cannot be delivered to P.O. Boxes.
Need Assistance?
Our team is here to help.
For shipping questions, delivery assistance, or order support, please contact us:
Tile On Customer Support
support@tileon.com