Tile Club Shipping Details

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

Due to high volumes, delivery times may be a bit longer than normal.

We work quickly to get your order out the door! In-stock items typically ship within 1–3 business days, with tracking emailed as soon as it’s available. Delivery for most orders takes 3–8 business days once shipped.

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’re shipping internationally, or to  Alaska, Hawaii, Puerto Rico, the U.S. Virgin Islands, or a remote location (such as a military base or an area accessible only by air or ferry), please email us to request a shipping quote. Our team will be happy to assist and will get back to you within 24 business hours.

Porcelain & Ceramic Shipping Rates

We offer flat rate shipping prices for mosaics, moldings and trims, small format tiles including subway tiles, and large-format materials. Qualifying orders of $999 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 Trade Program.

Broken Items

*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 Claims page 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 claim. If your order shipped to a job site, you are responsible for making sure the shipment is inspected within this time frame.

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 Damage Claims page.

Freight Orders

All deliveries are curbside ONLY. Pallet deliveries must be brought indoors immediately and not left outdoors as material can get damaged if left outside. Once the material has been delivered, Tile Club is not responsible for any damages caused by weather or other factors.

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:

  • Street access must be at least 10 feet wide.
  • 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’ve been working on exciting projects around the world and would love to help with yours. Contact us to receive a personalized international shipping quote.

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 (payment has gone through) but not packed yet, a 5% processing 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.

Large / Special Production Orders:

Some orders require us to request an additional production run from our partner factory. These include:

  • Large volume purchases that exceed available stock, or
  • Special/custom production runs made specifically for your order.

Because these products are produced specifically for your project, different cancellation rules apply:

Before Production Begins:

  • You may cancel for a full refund if you request your cancellation within 24 hours after placing the order if production has not yet started.

After Production Has Begun:

  • Cancellations are subject to a 50% cancellation fee.
  • The remaining 50% of your prepaid order will be refunded to you.

After Production is Completed & Order is Shipped from the Factory:

  • Once your order is produced and shipped from the factory, it is considered final sale.
  • No returns, exchanges, or refunds are available for these made-to-order products.

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 Damage Claims page.

Storage Fees

Before the Order Ships:

We understand that schedules can change. If you’re traveling or your project timeline is delayed, please contact us by email before your order ships to request that it be placed on hold.

We’re happy to hold your order free of charge for the first 15 days. After that, any order remaining on hold will be subject to a storage fee of $5 per pallet, per day, or a maximum of $200 per pallet per month.

Any storage fees incurred must be paid in full before the product can be released for shipment.

After the Order Ships (LTL Deliveries):

When an order is shipped via an LTL (Less Than Truckload) carrier, the carrier typically allows 1–3 days of free storage. If the customer is not available to accept delivery within that timeframe, any carrier-imposed storage fees—which may range from $50 to $100 per day—are the responsibility of the customer and must be paid prior to delivery.

If the customer does not respond to delivery-scheduling calls from the LTL carrier, we will attempt to contact the customer via email. After three unsuccessful attempts to reach the customer, the shipment may be returned to the shipping warehouse. In such cases, the customer will be responsible for all shipping costs to and from the warehouse, as well as any applicable restocking fees.

Lead Time for Express Shipments

Cutoff time for Express shipments to ship same day is 12:00 pm PST. 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. Shipping to P.O. boxes is unavailable for FedEx, UPS, and other Express shipments.

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