How is my order shipped?
We've been shipping glass tiles for awhile now. We know how to properly package them in order to get them to you as safely as possible. All orders will be shipped via ground or LTL freight service. Orders smaller than 50 square feet will typically be shipped through FedEX ground, USPS, or UPS to your doorway. For larger orders, your tiles will be pallatized and shipped via LTL freight to your curbside. For freight orders, someone will need to be present for delivery. Freight orders can be shipped to both commercial and residential addresses. If you have questions, feel free to give us a call or send us an email.
It is VERY important to inspect your order upon arrival. If you notice that any boxes or any packaging is damaged, immediately notify the delivery driver and make a note on the delivery slip of how many boxes are damages, what parts of the packaging was damaged, or if any part of the order is missing. After completing the delivery slip, you can accept the packages and we can then assist in filing a claim with the delivery company. Please make sure to notify us by email at firstname.lastname@example.org as soon as possible.
All of our tiles are wrapped individually and have no mesh backing. Why? Because it very quickly becomes a pain to have to cut the mesh for almost every other tile. Having separate tiles provides you with much more freedom to design your backsplash to the way you best see fit.
How long does it take for my order to arrive?
All orders are shipped within 1 business day of being shipped. For smaller orders, you can expect to receive your shipment within 2-6 business days. It will depend on how close you are to our warehouse based in San Francisco, California. For freight orders, all delivery dates are estimates as inclimate weather and other road conditions can have effects on the time frame. We do our best to provide you with the most accurate delivery date and provide every customer with tracking details so you can track it while it's on the way.
What is your return policy?
We have a 30 day risk free return policy on all orders for any reason. The only product we will not accept for returns are samples. We will only provide refunds on returned quantities of 10 square feet or greater. All product must be in its original condition and in its original packaging. You are responsible for covering the cost of the return shipping. Because of how expensive shipping tile can be because of the weight, we HIGHLY recommend purchasing samples before placing your order so you can see the product first hand.
If the return is a result of our mistake, we will send you replacement product immediately at no additional cost. If not, we will provide you a refund minus our shipping costs for the returned product within 3-10 business days. Please note that we allow for 3% breakage of tile on each shipment. While we often experience very little to no breakage of tiles, unpalletized orders are more susceptible to mishandling by delivery drivers. If more than 3% of your order is chipped or damaged, we will send you replacements for the amount exceeding that 3% immediately. Why do we allow for 3% chipping or breakage? Because every project requires some cutting of the tile so often more than 3% of the tile is being cut or altered in some way and can get around these tiles.
Do you sell tile to non-professionals?
Yes! In fact, the majority of our orders are directly to home owners! Although most of our customers do end up contracting with a tile installer, some customers will opt to install themselves. In our blog we have a detailed article on how to do it on your own. We would be more than happy to work with your contractors if they have any questions. We price our product to equalize the playing field and allow homeowners to get the prices that usually only contractors can get!
How does your lowest price guarantee work?
As you saw, we guarantee we're offering you the lowest price on our tile. If you find the same color variant and size of one of our products cheaper elsewhere, email us with the link and we will match the price for you immediately. Please note that you do need to include the shipping price from a competitor's website in the total as most websites charge you for the shipping (which can easily be more than $150 per order).
When is the best time to get a hold of you?
We are open from 9am to 6pm PST Monday through Friday. You can always give us a call at (800) 401-9249 or send us an email at email@example.com and we will get back to you within a few business hours.