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Porcelain & Ceramic Shipping Rates
Tracking your Shipment
Samples
Broken Items
Freight Orders
Backorders
International Shipping
Returns
Exchanges
Cancellations
Storage Fees
Lead Time for Express ShipmentsShop Pay Installments


Tile Club Shipping Details

We are working hard to ship your order as soon as possible.

Due to high volumes and third-party shipping, delivery times may be a bit longer than normal.

In-stock orders typically ship within 72 hours of your order date! Please allow 1-2 business days for processing before tracking information is received. We expect most orders to be delivered within 5-10 business days.

Thank you for your patience and understanding!

We offer competitive shipping prices on all orders with free shipping on qualifying high-volume orders! Our samples ship free to the Lower 48 United States.

If you are shipping to AK, HI, PR, U.S. Virgin Islands or a remote location, such as a military base or an island accessible only by air or ferry, we will calculate the shipping after the order is processed online. You can also call us ahead at 1-833-TILE-CLB (845-3252) and our sales reps will help you process the order with the respective shipping adjustment. 

*Flat Rate Shipping:

We offer flat rate shipping prices for mosaics, moldings and trims, small format tiles including subway tiles, and large-format materials. Qualifying orders of $2,000 or more will receive free ground shipping!

Tracking your Shipment:

If your order contains multiple parcels, there is a chance that you will receive your shipment on different days. Due to the high volume of shipments, parcels from the same shipment may not always make it onto the same delivery truck.

Please track your order with the master tracking number as it will display the number of parcels that were shipped and the delivery dates expected for each one.

Samples:

There is a maximum order quantity of 2 samples of the same tile over the lifetime of a customer’s account. If you need more than 2 samples of the same tile, please reach out to our customer service team for assistance. If you are a trade professional such as a builder, real estate agent, etc. that needs samples for multiple projects, please join our Platinum Pro Lounge trade program.

*In case something arrives broken, please:

Note it with the delivery driver/person. We strongly recommend inspecting the delivery before you sign off with the courier.

Visit our Damages Policy for instructions on how to easily file a claim so that we can take care of your replacement tile. Do not submit a return. You must notify us within 72 hours of delivery if there are damages, otherwise we cannot accept your claimIf your order shipped to a job site, you are responsible for making sure the shipment is inspected within this time frame.

IMPORTANT: If you purchased Route Package Protection at checkout, please refer to Route's damages policy here. Check your order confirmation if you are unsure.

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. View our Damages Policy.

Freight Orders:

All deliveries are curbside ONLY

If your order shipped on a pallet, you should expect a call from a freight company to schedule a delivery appointment for both residential and jobsite delivery. Failure to schedule an appointment with the freight company within 24 hours may result in additional fees (storage, re-delivery, etc.)

If you miss your scheduled delivery appointment, the freight company will assess an additional fee which you will be responsible for.

Residential Freight Delivery Considerations:
1 Street access must be at least 10 feet wide.
2 There should be a clear and unobstructed path to the delivery location.

Secured/Limited Access:

If the freight truck driver is not able to drive and backup directly to the unloading area at the delivery location, for example there is a security gate they need to stop at before entering, then this location is considered as “Secured/Limited Access.” The freight carrier will charge an added fee in addition to the standard freight rate. This accessorial is frequently needed for government and military facilities. If you aren’t sure if it applies to your location please contact customer service for more information.

Backorders:

If your order is backordered, please expect the materials to be shipped as early as possible. Estimated delivery dates may be earlier than expected. Refusing an early shipment could result in storage and/or return delivery fees.

International Shipping:

We offer shipping quotes to Canada at this time. Please enter your address at checkout to calculate the shipping rates and import fees for your order.

Returns:

Please see our Returns Policy for shipping information after delivery is completed.

Exchanges:

Color variation of tiles may vary. Please request lot photos and/or purchase a sample to ensure you like the color, finish, design, etc. of the tile prior to ordering. If you’re not pleased with the variation of your tiles when your order arrives and want to exchange for a different lot, please note that you will be responsible for return shipping and a 15% restocking fee. Contact our support team at support@tileclub.com within 45 days from delivery in order to be eligible for an exchange.

Cancellations:

Please let us know as soon as possible if you need to make any changes to your order. Once your order has shipped, it cannot be edited or canceled.

If you decide to cancel or edit your order, you should immediately notify us via email.

Please note, if you wish to cancel an order that has been processed but not packed yet, a 5% cancellation fee will be deducted from your refund. If order was packed and ready for shipment, a 15% to 25% restocking fee applies depending on the product type.

PLEASE DO NOT REFUSE A SHIPMENT -

In the event a shipment is refused, the order 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.  

If there is damage to a pallet, please note it on the shipping documents and follow the steps in our Damages Policy.

Storage Fees:

Tile Club agrees to hold orders for up to 30 days at no charge. After the first 30 days, held orders will be subject to a Storage Fee of $5 per pallet per day, or a maximum of $100 per pallet per month. Any Storage Fees incurred must be paid in full before product can be released for shipment.

Lead Time for Express Shipments:

Cutoff time for Express shipments to ship same day is 12:00 pm PST. *Due to COVID-19, Express deliveries are not guaranteed. FedEx, UPS, and other third-party carriers suspend any promises of a money-back guarantee for express shipments. Please see FedEx Service Updates for more information.

Shop Pay Installments:

Once an order is placed with Shop Pay, payment details cannot be altered by Tile Club. Please contact Shop Pay for assistance https://help.shop.app/hc/en-us