Terms & Conditions of Sale

This document outlines the terms and conditions applicable to customers for purchases from The Tile Plug (referred to as “The Tile Plug”). By placing an order, the customer agrees to adhere to and accept these terms and conditions for the purchase of products from The Tile Plug, including those made via The Tile Plug’s website, referred to as the “Site.”

SCOPE OF WORK 

The Tile Plug is not a contractor and does not perform or arrange for product installations. The Tile Plug is not responsible or liable for any contractor’s work or the installation of its products. Variations in tile shade and size are inherent and expected. All tile measurements provided are nominal.

Unless otherwise specified, generally accepted industry standards and guidelines must be followed, such as those outlined in the Tile Council of North America Handbook and the Marble Institute of America Dimensional Stone Design Manual.

ORDER ACCEPTANCE POLICY

Receipt of an electronic or other form of order confirmation does not constitute The Tile Plug’s acceptance of the customer’s order. The Tile Plug reserves the right to accept or decline any order for valid reasons, including but not limited to product unavailability, failure to meet payment terms, project suitability of the product, or breach of these terms. If payment has already been made for a canceled order, a refund will be issued for the unprocessed or canceled portion.


PRICE

Prices are subject to change without prior notice.

TAXES

The customer is responsible for all applicable sales, use, excise, value-added taxes, and other charges associated with their order, including any duties, clearance fees, or destination charges.


QUOTES VIA EMAIL

Quotes are provided via email upon request. Customers are responsible for reviewing the quote to confirm quantities, product names, finishes, sizes, and shipping details. Any errors must be communicated immediately. Once a quote is confirmed, it is processed accordingly, and no changes can be made once the order has shipped.

PROCESSED ORDERS

Orders are processed in the sequence they are received. Customers wishing to cancel or edit an order must notify The Tile Plug immediately via email.

  • Cancellation Fees: Orders canceled before packing will incur a 5% cancellation fee. Orders canceled after packing but before shipping will incur a 15% to 25% restocking fee based on the product type.

  • Once shipped, orders cannot be edited or canceled.

Customers are advised to allow sufficient time for delivery before installation and to request samples or lot pictures prior to placing an order.


CUSTOM AND SPECIAL ORDERS

Custom or special orders cannot be canceled, exchanged, or returned under any circumstances.


SHIPPING

Customers must provide accurate contact information to ensure delivery. Additional storage, shipping, or warehouse fees may apply if the customer cannot be contacted or is unavailable to receive the shipment. Any requests to redirect a shipment may incur extra charges.

If a shipping rate error occurs, The Tile Plug reserves the right to adjust or cancel the order. Freight inspections for damage or shortages must be conducted upon receipt, and any claims must be reported within 72 hours. Refused shipments will incur additional return shipping costs and a 15% to 25% restocking fee.

  • Express Shipments: The cutoff time for same-day Express shipping is 12:00 pm PST. Delays due to carriers, weather, or unforeseen circumstances are beyond The Tile Plug’s control, and no refunds will be issued for delayed express shipments.

DAMAGE

Due to the fragile nature of tiles, it is common for up to 2% - 3% of the product to sustain minor damage (e.g., chipped edges or scratches). Damaged tiles within this range are acceptable and can be used for cuts. Damage exceeding 5% must be noted on the delivery document and reported with photos within 72 hours.


RETURNS

Orders can be returned for credit within 45 days of delivery under the following conditions:

  1. Freight Costs: Customers are responsible for all return shipping costs.

  2. Restocking Fee: Approved returns will incur a 15% to 25% restocking fee, depending on the product type.

  3. Authorization: All returns must be pre-approved in writing. A Return Goods Authorization (RMA) form must accompany the return.

  4. Condition: Items must be in original packaging and in new, unused condition. Full cartons must be returned—partial cartons are not accepted.

  5. Final Sale Items: Closeout sales, sample orders, and special orders are final sale and non-returnable.

  6. Packaging: Returns must be properly packed and insured. Damaged, broken, or used items will not be credited.

For assistance with returns, contact support@thetileplug.com