⚠️ Order Notes: Please let us know if you have any special requirements, delivery dates, or if this is an add-on order to a previous order placed with us. For add-on orders, please enter the original order number below.
PLEASE NOTE: If you purchased Route Package Protection at checkout, please refer to Route's damages policy here. Check your order confirmation if you are unsure.
We do our very best to pack shipments carefully for transit, however sometimes damages will occur during the shipping process. For this reason we ask that you inspect tiles upon delivery. Damage claims must be filed within 72 hours of delivery. We do not hold our customers at fault. If your order arrives damaged, do not submit a return. Please follow the steps below to file a damage claim so we can process your replacement tile order!
We ask for photos so that we can file a claim with our shipping provider to ensure the issue is handled. Once we have received your email with photos and the number of pieces damaged, please allow us 24 hours to process and ship your replacement tile. (Please note: email submissions received after 6 pm PST on Friday will be responded to the following Monday.)
If only one chip or small piece of your mosaic tile gets damaged, oftentimes you or your contractor can still use the tile. If you still feel that your damaged tiles cannot be used, please follow the instructions above.
If your tile did not arrive damaged and you would like to return your order, please visit our return policy for more information.
Visit our shipping info page for details on our shipping policy.
IN THE EVENT A SHIPMENT IS REFUSED:
Refusing a shipment will incur additional shipping charges that the customer will be responsible for paying. Refused shipments are subject to return shipping costs and a 15% to 25% restocking fee depending on the product type.
Damages During Installation:
If the tile is damaged during installation or installed incorrectly by the customer or customer’s installer, Tile Club is not responsible for returns, exchanges, or refunds of any kind.
If the tile arrived damaged during shipping, it is the customer’s responsibility to notify Tile Club before installation and file a claim. If the damaged tiles were still used during installation, Tile Club is not responsible for returns, exchanges, or refunds of any kind as a damage claim should have been filed prior to installation. Installation of material constitutes acceptance.