Shipping Policy
Delivery Time
Please note that delivery times vary by product. For specific delivery estimates, kindly refer to the notes provided for each product. All stated delivery dates are estimates only, and we cannot guarantee specific deadlines. We advise scheduling any installation services only after all tiles and setting materials have been delivered to your site and thoroughly inspected. Tileday will not be responsible for any contractor fees or project delays.
Where We Ship To
We currently ship only to the 48 contiguous United States. Please note we cannot ship to P.O. Boxes or Military APOs.
Shipping Delays
All products are shipped by common carriers, not by Tileday directly. We are not responsible for delays caused by weather, employee strikes, or any other complications attributable to our affiliated shipping carriers.
Delivery Information
All deliveries are curbside only. If your order is shipped on a pallet, a freight company will call you to schedule a delivery appointment for both residential and job site deliveries. Please be aware that failure to schedule an appointment with the freight company within 24 hours may result in additional fees, such as storage or re-delivery charges. If you miss your scheduled delivery appointment, the freight company will assess an additional fee, for which you will be responsible.
Difficult-to-Deliver Locations (within the United States)
Occasionally, our freight shipping partners may be unable to deliver to certain addresses, even after a delivery appointment has been scheduled. This can be due to factors such as narrow or sloped streets, low-hanging trees, or other impediments. Additional shipping charges may apply to hard-to-reach areas like gated communities or locations accessible only by ferry. If you believe your delivery address might fall under this category, please contact us at [email protected]. Any potential charges will be assessed after your order is processed, and you will be contacted for payment. Delivery will occur only after all applicable fees have been paid.
Prior to Delivery
Once your order has shipped, our shipping company will call you to schedule a delivery appointment window. Failure to schedule an appointment within 24 hours of receiving this call may result in storage fees and/or costs for return shipment and re-delivery, for which you will be responsible. Therefore, please
DO NOT REFUSE A SHIPMENT
On the Day of Your Delivery
We strongly recommend inspecting your delivery before signing off with the courier and noting any issues with the delivery driver/person. For instructions on how to file a claim for damages, please refer to our Damages Policy. Do not submit a return for damaged items. You must notify us of any damages within 72 hours of delivery; otherwise, we cannot accept your claim. If your order was shipped to a job site, you are responsible for ensuring the shipment is inspected within this timeframe.
Storage Fees
We will hold orders free of charge for up to 30 days. After the initial 30 days, held orders will incur a Storage Fee of $5 per pallet per day, or a maximum of $100 per pallet per month. All incurred Storage Fees must be paid in full before your product can be released for shipment.
Cancellation
We only accept cancellations within 5 hours of you receiving your confirmation email. Orders cannot be canceled outside of this timeframe. Please direct cancellation requests to [email protected].
Exchanges
Please be aware that tile colors may vary. We recommend requesting lot photos and/or purchasing a sample to ensure you are satisfied with the color, finish, design, etc., of the tile before placing your order. If you are not pleased with the color variation of your tiles upon arrival and wish to exchange for a different lot, you will be responsible for return shipping and a 15% restocking fee. To be eligible for an exchange, you must contact our support team at [email protected] within 30 days from delivery.
International Shipping
IMPORTANT: Attempting to place an international order online without obtaining a prior customized quote may result in delayed processing or cancellation of your order.