Shipping Policy
The Tile Plug Shipping Details
We are working hard to ship your order asap.
Due to high volumes and third-party shipping, delivery times may be slightly longer than usual.
In-stock orders typically ship within 72 hours of your order date! Please allow 1-2 business days for processing before receiving tracking information. Most orders are expected 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 remote location or island accessible only by air or ferry, shipping costs will be calculated after the order is processed online.
Flat Rate Shipping:
We offer flat-rate shipping for mosaics, moldings and trims, small-format tiles including subway tiles, and large-format materials. Orders of $2900 or more qualify for free ground shipping!
Tracking Your Shipment:
If your order contains multiple parcels, they may arrive on different days. Due to high shipping volumes, parcels from the same shipment may not always be on the same delivery truck.
Track your order using the master tracking number, which will display the number of parcels shipped and their expected delivery dates.
Samples:
Customers can order a maximum of 2 samples of the same tile over the lifetime of their account. If you need more than 2 samples of the same tile, please contact our customer service team. Trade professionals, such as builders or real estate agents, needing samples for multiple projects Please contact to support@thetilepplug.com.
If Something Arrives Broken:
- Note the damage with the delivery driver/person. We strongly recommend inspecting the delivery before signing off with the courier.
- Visit our Damages Policy for instructions on filing a claim for replacement tiles. Do not submit a return. Claims must be filed within 48 hours of delivery. If your order was delivered to a job site, it is your responsibility to ensure inspection within this time frame.
Damages During Installation:
If tiles are damaged during installation or installed incorrectly by the customer or their installer, The Tile Plug is not responsible for returns, exchanges, or refunds.
If tiles arrived damaged during shipping, customers must notify The Tile Plug before installation and file a claim. If damaged tiles are used during installation, The Tile Plug will not be responsible for any returns, exchanges, or refunds, as a claim should have been filed before installation. Installation of material constitutes acceptance.
Freight Orders:
- All deliveries are curbside only.
- If your order shipped on a pallet, expect a call from the freight company to schedule a delivery appointment for residential or job site delivery. Failure to schedule within 24 hours may result in additional fees (storage, re-delivery, etc.).
- Missed delivery appointments will result in an additional fee charged by the freight company.
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 cannot drive and back up directly to the unloading area due to restricted access (e.g., security gates at government or military facilities), an additional fee will be applied. If unsure, please contact customer service.
Backorders:
If your order is backordered, it will ship as early as possible. Estimated delivery dates may be earlier than expected. Refusing an early shipment may result in storage and/or return delivery fees.
Returns:
Please refer to our Returns Policy for details on shipping after delivery.
Exchanges:
Tile color variations may occur. We recommend requesting lot photos and/or purchasing a sample to ensure you are satisfied with the color, finish, and design before ordering.
If you are not happy with the color variation upon delivery and wish to exchange for a different lot, return shipping and a 20% restocking fee will apply. Contact support@thetileplug.com within 45 days of delivery to be eligible for an exchange.
Cancellations:
Let us know as soon as possible if you need to make changes to your order. Once an order has shipped, it cannot be edited or canceled.
To cancel or edit an order, notify us via email immediately.
- If the order has been processed but not packed, a 5% cancellation fee will apply.
- If the order has been packed and is ready for shipment, a 15% to 25% restocking fee applies, depending on the product type.
PLEASE DO NOT REFUSE A SHIPMENT
Refusing a shipment will result in additional shipping charges that the customer must cover. 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, note it on the shipping documents and follow the steps in our Damages Policy.
Storage Fees:
The Tile Plug will hold orders for up to 30 days at no charge. After 30 days, a Storage Fee of $5 per pallet per day (max $100 per pallet per month) will apply. Storage fees must be paid in full before the order is released for shipment.
Shop Pay Installments:
Once an order is placed through Shop Pay, The Tile Plug cannot alter payment details. For assistance, please contact Shop Pay at https://help.shop.app/hc/en-us.
