Tile Mart ("we" and "us") is the operator of (https://www.tilemart.com) ("Website"). By placing an order through this Website you will be agreeing to
the terms below. These are provided to ensure both parties are aware of and agree upon this arrangement to mutually protect and set expectations on our service.
Subject to stock availability. We try to maintain accurate stock counts on our website but from time-to-time there may be a stock discrepancy and we will not be able to fulfill all your items at time of purchase. In this instance, we will fulfill the available products to you, and contact you about whether you would prefer to await restocking of the backordered item or if you would prefer for us to process a refund.
2. Shipping Costs
2.1 Shipping costs are calculated during checkout based on weight, dimensions and destination of the items in the order. Payment for shipping will be collected with the purchase. This price will be the final price for shipping cost to the customer.
2.2 Costs for Large Purchases
For Purchases requiring Pallets and / or Multiple Packages, please Contact Us Directly so that we may obtain a Shipping Quote for you. Once we are able to provide a Shipping Quote, we will send an invoice via your email directly, which will show up in the Backend of our Storefront.
3.1 Return Due To Change Of Mind
Tile Mart will happily accept returns due to change of mind as long as a request to return is received by us within 30 days of purchase invoice and are returned to us in original packaging, unused and in brand new condition. Return shipping will be paid at the customers expense and will be required to arrange their own shipping. Once returns are received and accepted, refunds will be processed to store credit for a future purchase. We will notify you once this has been completed through email. (Tile Mart) will refund the value of the goods returned but will NOT refund the value of any shipping paid.
3.2 Warranty Returns
Tile Mart will happily honor any valid warranty claims, provided a claim is submitted within 30 days of purchase invoice. Customers will be required to pre-pay the costs of return shipping. Upon return receipt of items for warranty claim, you can expect Tile Mart to process your warranty claim within 7 days. Once warranty claim is confirmed, you will receive the choice of:
(a) a refund in store credit
(b) a replacement item sent to you (if stock is available)
4. Delivery Terms
4.1 Transit Time Domestically
In general, domestic shipments are in transit for 2 - 7 business days
4.2 Transit time Internationally
Generally, orders shipped internationally are in transit for 4 - 22 days. This varies greatly depending on the courier you have selected. We are able to offer a more specific estimate when you are choosing your courier at checkout.
4.4 Change Of Delivery Address
Orders placed before 09 AM - PST (UTC-07) will be dispatched the same day, otherwise, within the next business day. Our warehouse operates on Monday - Friday during standard business hours, except on national holidays at which time the shipping couriers and / or the warehouse will be closed. In these instances, we take steps to ensure shipment delays will be kept to a minimum.
4.4 Change Of Delivery Address
For change of delivery address requests, we are able to change the address at any time before the order has been dispatched. Unfortunately, once the order has changed hands to the courier, we are typically unable to alter the destination address.
4.5 P.O. Box Shipping
Tile Mart will ship to P.O. box addresses using US Postal Services only. We are unable to offer alternate couriers services to these locations.
4.6 Military Address Shipping
We are able to ship to military addresses using USPS. We are unable to offer this service using alternate courier services.
4.7 Items Out Of Stock
If an item is out of stock, we will wait for the item to be available before dispatching your order. Existing items in the order will be reserved while we await this item.
4.8 Delivery Time Exceeded
If delivery time has exceeded the estimated time, please contact us so that we can conduct a thorough investigation.
5. Tracking Notifications
Upon dispatch, customers will receive a tracking link from which they will be able to follow the progress of their shipment based on the latest updates made available by the shipping provider.
6. Parcels Damaged In Transit
If you find a parcel is damaged in-transit, if possible, please reject the parcel from the courier and get in touch with our customer service. If the parcel has been delivered without you being present, please take pictures of the parcel (of how it was received & of inner contents), then contact customer service for next steps.
7. Duties & Taxes
7.1 Sales Tax
Sales tax has already been applied to the price of the goods as displayed on the website
7.2 Import Duties & Taxes
Import duties and taxes for international shipments may be liable to be paid upon arrival in destination country. This varies by country, and Tile Mart encourages you to be aware of these potential costs before placing an order with us. If you refuse to pay duties and taxes upon arrival at your destination country, the goods will be returned to Tile Mart at the customers expense, and the customer will receive a refund for the value of goods paid, minus the cost of any other fees incurred. The cost of the initial shipping will not be refunded.
If you change your mind before you have received your order, we are able to accept cancellations at any time before the order has been dispatched. If an order has already been dispatched, please refer to our refund policy.
Parcels are insured for loss and damage up to the value as stated by the courier dependent upon Shipping Selection.
9.1 Process for parcel damaged in-transit
We will process a refund or replacement as soon as the courier has completed their investigation into the claim.
9.2 Process for parcel lost in-transit
We will process a refund or replacement as soon as the courier has conducted an investigation and deemed the parcel lost.
10. Customer service
For all customer service enquiries, please submit an enquiry at https://www.tilemart.com/contact-us/