Shipping FAQ
How will my order be shipped?
Standard parcels, including smaller orders—such as low-quantity mosaic or backsplash tiles are packaged securely and shipped via standard parcel carriers like UPS or FedEx.
However, to prevent breakage and ensure your material arrives intact, all field tile orders (50 sq. ft. and above) as well as bulky items like cabinets and vanities must ship via specialized freight delivery.
Depending on the size and fragility of your order, our team may also reach out directly prior to shipping to coordinate and ensure safe transport.
How long will it take to receive my order?
Please note that fulfillment times indicate when your order leaves our warehouse, not the final arrival date. Delivery timelines depend on the shipping method and destination:
Standard Parcel Shipping (UPS):
Ground: 1–5 business days.
2-Day Express: 2 business days (transit starts the first full business day after dispatch).
Next Day Express: 1 business day, provided the order is processed before the carrier’s daily cutoff.
Freight Delivery (Field Tile & Large Orders):
Freight shipments typically take 2 to 10 business days in transit, depending on the distance between our fulfillment center and your delivery location.
Note: Express parcel options accelerate transit time, not the initial processing or handling time listed on the product page.
What is Freight Delivery?
Freight shipping is designed for bulk orders or large, heavy items that cannot be handled by regular parcel carriers. Freight shipments arrive via a full-sized commercial truck and are delivered to your property’s curb.
Will the freight driver bring my order inside my home?
No. Freight delivery is strictly curbside only. You will be responsible for moving the items from the delivery vehicle into your home or job site, so we recommend arranging extra assistance on delivery day.
How long does freight delivery take?
Freight transit typically takes 2 to 10 business days. Once the shipment reaches your local distribution hub, the carrier will contact you at the phone number provided during checkout to schedule a convenient delivery appointment.
How are freight orders delivered to a commercial address?
Commercial freight deliveries assume your business location is equipped with a loading dock or forklift capable of offloading from a standard 53-foot trailer, along with regular business hours (Monday–Friday, 9 AM–5 PM). Because standard commercial routes operate during these hours, carriers will typically deliver without scheduling an advance appointment.
If your business lacks offloading equipment or cannot accommodate a 53-foot truck, please notify us before ordering. Attempting a commercial delivery without the proper setup may result in delivery delays (due to rescheduling with a smaller, liftgate-equipped truck) and additional carrier fees that may need to be paid additionally before scheduling another delivery.
Do you offer free shipping?
To give you the absolute lowest price possible on every tile, cabinet, and fixture, we do not build “free” shipping markups into our retail prices.
Because our products ship from various specialized warehouses across the country, shipping costs depend on item weight, dimensions, and the exact distance to your job site or home. Our website utilizes live freight and parcel integration at checkout to calculate the precise, real-time cost to deliver your order from the nearest warehouse directly to your address—ensuring you never overpay for shipping.
What are the shipping charges for my order?
Shipping fees are calculated directly at checkout based on your delivery address, the specific items chosen, and the total order weight and volume. Our checkout system connects directly with our carrier partners to generate a real-time, accurate rate along with available shipping options.
If you ever need a custom shipping estimate, have questions about your rate, or need assistance at checkout, our team is always here to help!
Where do you ship?
We ship to any physical residential or commercial address across the contiguous United States, Alaska, and Hawaii.
We can also arrange shipments to Canada, Puerto Rico, The Bahamas, and Turks and Caicos! Because international and island deliveries require specialized logistics and customs processing, please contact our support team directly before placing your order so we can coordinate delivery and provide a tailored shipping quote.
Can you ship to a P.O. Box?
No, we require a physical street address for all shipments to ensure reliable delivery.
Can I ship my order to an APO/FPO/DPO address?
We can accommodate standard parcel shipping to APO/FPO/DPO military addresses. Please give our customer service team a call at 877-444-0388 or send us an email at support@tilesandcabinets.com to place your order and receive a custom shipping quote. Please note that freight items cannot be shipped to military addresses.
What happens after I place my order?
Once your purchase is placed, you will receive an immediate order confirmation email. A second email containing your tracking details will be sent as soon as your shipment leaves our facility.
Where can I find manufacturer warranty details?
Products sold on www.tilesandcabinets.com include the official manufacturer warranty. Warranty details are listed directly on each product page. If you need assistance filing a warranty claim or reaching out to a manufacturer, our support team is happy to assist.
What should I know if an item I ordered is on backorder?
If a product is temporarily out of stock, here is what you can expect:
Payment: Backordered products are processed and billed at checkout to secure your spot in line with the manufacturer or reserve custom-made inventory.
Notifications: You will receive an email within 24 hours outlining the estimated ship date. We will keep you updated if any unforeseen delays occur.
Cancellations: You may cancel a backordered item for a full refund as long as it has not yet been processed for shipment or left the warehouse. To cancel, please reach out to customer support immediately.
Can I change my shipping address after placing an order?
Because state sales tax calculations and order processing begin immediately, we cannot change the shipping address once an order is submitted. Please double-check all delivery details carefully before completing checkout.
What should I do if my shipment arrives damaged?
How you handle transit damage depends on the severity of the issue upon delivery:
Severe Delivery Damage (e.g., Crushed Packaging):
If a crate or pallet is noticeably smashed or completely destroyed upon arrival, refuse the delivery immediately. Take clear photos of the damaged shipment before the driver leaves, obtain a copy of the carrier’s paperwork, and contact our customer support team right away so we can process a replacement.
Minor Delivery Damage (e.g., Slightly Damaged Box/Corner):
For freight tile orders, minor chips or a small amount of damage on a corner can happen during transit. As noted in our Returns & Refund Policy, 3% to 5% breakage is considered standard and acceptable industry practice for hard surfaces, as these pieces can typically be used for end cuts and edges during installation.
Tip: If the damage appears minimal, accept the shipment, but ensure you note “Damaged Packaging / Subject to Inspection” on the driver’s delivery receipt (BOL). Photos must be taken immediately upon unboxing.
Filing a Damage Claim:
If the damage exceeds acceptable project thresholds, please contact us within the following windows:
Parcel Shipments (e.g., UPS): Must be reported within 5 business days of delivery.
Freight Shipments: Must be reported within 2 business days of delivery due to strict carrier claim deadlines.
To file a claim, simply email our customer support team. Please include a brief description of the damage, a copy of the driver’s delivery receipt (BOL) showing the damage noted, and at least three (3) clear photos of the damaged materials and packaging.
Important: We cannot process damage claims for items that have already been cut, modified, or installed. Always inspect all tiles, cabinetry, and materials prior to installation.
Returns and Refund FAQ
How long do I have to return an item?
You may initiate a return for a refund within 30 calendar days of receiving your order, subject to the conditions outlined in our Returns & Refund Policy. We are unable to accept returns or exchanges after this 30-day window has passed.
Once the item(s) has been received and inspected by our warehouse team, your refund will be issued directly back to your original payment method. Please note that all non-defective returns are subject to deductions for all shipping fees (both outbound and inbound return freight) as well as non-refundable merchant payment processing fees.
Which items are eligible for return?
Most items can be returned within the stated time frame for a refund. To qualify for a general return, the item:
Must be in resalable condition
Must be free from scratches and/or defects
Must not have been installed
Must be in the original manufacturer’s box and packaging and be free of writing
Must not be missing pieces
Must not be clearance/liquidations/closeout
Installation Policy: Any item that has been installed, altered, or cut is non-returnable.
Exclusions: Final sale, clearance, liquidations, custom/made-to-order items, and open-box deals cannot be returned.
Is there a restocking fee for returned items?
Yes, non-defective returns are subject to a 25% restocking fee.
Because we work hard to provide the absolute lowest prices online, we operate on thin margins and don’t build hidden buffer costs into our product prices. The restocking fee directly covers the hands-on logistics and labor involved—including dedicated warehouse personnel, thorough quality inspection, and safely re-shelving the items.
Note: To avoid restocking fees and extra return shipping costs, we highly recommend ordering samples before placing your full order to ensure the material, finish, and color are the perfect fit for your project!
What should I do if I receive a defective item?
If you inspect your order and suspect an item has a manufacturing defect (such as structural flaws, severe warping, or uncharacteristic surface defects not caused by transit damage), please contact us immediately before proceeding with installation.
Reporting Timeframe: Defective items must be reported to our support team within 30 calendar days of delivery.
How to Submit a Claim: Send an email to our customer support team with your order number, a brief explanation of the issue, and at least three (3) clear photos (or short videos) showing the defect.
Resolution: Once our quality control team verifies the manufacturing issue, we will work with you to arrange a replacement or issue a refund for the defective material at no additional cost to you.
Important: Please do not install defective materials. We cannot process defect claims, replacements, or refunds for items that have already been cut, modified, or installed.
I received the wrong item. How do I get a refund?
If you receive an incorrect item from Tiles and Cabinets, you are eligible to initiate a return within 30 calendar days of delivery for a full refund.
How do I set up a return?
To set up a return, please contact our customer service team by emailing us at support@tilesandcabinets.com. Please include your order number and the reason for your return in your message, and we will be happy to guide you through the process.
How do I send my return?
Once your return is approved, we will email you a Return Goods Authorization (RGA) email along with specific shipping instructions.
Please note that all items must be returned to the exact warehouse they originally shipped from. Because return shipping costs depend on the distance to that specific origin warehouse, these details will help determine the final return shipping cost.
Depending on how your order was delivered, please follow the guidelines below:
Parcel Shipments (UPS, FedEx, etc.): Whenever possible, we recommend packing items securely in their original shipping boxes. Follow the instructions provided with your RGA email, print the provided return label, securely attach it to the outside of the package, and drop it off at any authorized shipping location. Using our designated return labels ensures your package is tracked efficiently back to the correct warehouse.
Freight Shipments (LTL, Semi-Truck, Pallets): For heavy, bulky materials like tile and vanities, carefully repack all items and secure them firmly onto their original pallets. Follow the instructions included with your RGA email and print the provided freight label (do not tape the freight label directly to the shipment). Use the carrier instructions provided in your email to contact the freight company, schedule your pickup, and route the items back to their original shipping warehouse.
How do I cancel an order?
Because orders at Tiles and Cabinets are processed quickly to ensure fast delivery, there is a limited window available for cancellations. Because cancellation depends on the current fulfillment status of your items, they are handled differently based on whether your order has shipped yet:
Cancellations Prior to Shipment: If your order has not yet left our warehouse, you can request a cancellation without any issues or extra charges.
In-Transit Cancellations (Shipped, but Not Yet Delivered): If your order has already shipped and is currently in transit, canceling it or refusing delivery will result in both inbound and outbound shipping fees being deducted from your refund to cover the carrier’s transit costs. The total shipping fees will depend on the carrier used and how far the order has traveled before the intercept or cancellation request was issued.
To request a cancellation, please email our support team as soon as possible at support@tilesandcabinets.com with your order number. For more complete details, please visit our Returns and Refund Policy page.
When should I expect my refund?
Standard & Defective Returns: Once your returned merchandise arrives back at our warehouse, please allow 5 to 10 business days for our team to inspect the items and process your credit. Refunds are issued in accordance with our store return policy.
Refused, Damaged, or Freight Claims: For shipments refused upon delivery, damaged items, or freight claims, please allow 5 to 10 business days following delivery back to our warehouse for the financial processing and refund to be finalized.
What is a Freight Return Label and when will I receive it?
A Freight Return Label is specifically used to return heavy, bulky, or palletized products (such as large tile orders or cabinetry) via LTL freight or semi-truck.
Defective Items: Freight return labels are issued automatically at no charge for defective or damaged items.
General Returns: Because all items must be returned to the exact warehouse they originally shipped from, general freight return costs vary based on the carrier and the distance to the origin warehouse. Per our Returns and Refund Policy, inbound and outbound shipping fees, as well as payment processing fees, will be deducted from your final refund amount.
These labels are emailed separately from your return authorization along with instructions and carrier contact information to help you schedule your pickup.
What is a Call Tag and how does it work?
A Call Tag is an optional convenience service for parcel packages (such as mosaic or backsplash) where a shipping carrier comes directly to your home or business to pick up the package and deliver it back to our warehouse.
Call tags must be coordinated through our customer service team.
The service costs $10.00 per package plus the cost of shipping. The total cost of all call tags combined with all shipping charges will be deducted from your final refund amount.
A call tag takes 24 hours to process. Once active, the carrier will make up to three (3) attempts to pick up the package(s) from your location.
My purchase was damaged in transit. How do I return it, request a replacement, and/or file a claim?
To report a damaged item, please email our support team at support@tilesandcabinets.com with your order number, a detailed description of the damage, and a minimum of three (3) clear photographs of the issue.
How you handle transit damage depends on the severity of the issue upon delivery:
Refusing Delivery on Site (Severe Damage): If you notice severe damage while the freight carrier is on site—such as a noticeably crushed crate, smashed packaging, or a completely destroyed pallet—do not accept the shipment. Take pictures of the damage before the driver leaves, gather copies of the delivery paperwork, refuse the delivery, and contact our customer service team right away.
Minor Delivery Damage (Slightly Damaged Box or Corner): For freight tile orders, minor chips or a small amount of damage on a corner can occasionally happen during transit. As noted in our Returns and Refund Policy, 3% to 5% breakage is considered standard and acceptable industry practice for hard surfaces, as these pieces can typically be used for end cuts and edges during installation. If you receive a slightly damaged shipment, you can still accept the delivery, take a minimum of three (3) clear photos, and contact us to explain what percentage of the material arrived broken.
Concealed Damage (Found After Delivery): If damage is discovered later after unpacking, immediately take photos and contact our support team. Important deadlines: Ground shipments must be reported within 30 days, while freight carriers only allow two (2) business days after delivery to file a freight claim.
Note: Tiles and Cabinets cannot assist with complaints of damages, including visible or material defects, after the product has been installed, altered, or modified.
I did not receive all of my products. What do I do?
To get your items to you as quickly as possible, large orders from Tiles and Cabinets frequently ship from multiple warehouse locations and may arrive in separate shipments on different days. If your full order does not arrive together, please reach out to our customer service team so we can track down your remaining items.
My purchase was lost in transit, what should I do?
If your tracking information indicates an issue or your delivery has not arrived within the expected timeframe, please contact our customer service department right away so we can investigate with the carrier and assist you.
Who do I contact if I need assistance with a return?
If you need assistance with a return or have questions regarding our Returns & Refund Policy, we strongly encourage you to email us at support@tilesandcabinets.com. Emailing is the fastest and most efficient way to get help, as our support team can review your order details and respond with precise, documented instructions.
Payment & Tax FAQ
I have tax-exempt status, how do I get a refund?
If sales tax was applied to a recent purchase and you qualify for tax-exempt status, we can help process a refund. First, please verify that your tax exemption certificate is up to date and valid for the destination state of your shipment.
To request a refund, please email us your up-to-date and valid tax exemption certificate along with your order number at support@tilesandcabinets.com.
Tip: We encourage contacting us prior to placing an order with your tax exemption documents so we can process it directly as a tax-exempt order from the start. However, if you have already paid sales tax, we are happy to issue a refund once you email us the required documentation.
For immediate assistance, please call a TilesandCabinets.com customer care representative toll-free at +1-877-444-0388.
What can I pay with?
At TilesandCabinets.com, we offer several secure payment methods to complete your home improvement purchase:
Credit Cards: We accept major credit cards including Visa, MasterCard, Discover, and American Express. A verifiable billing address is required.
Check or Wire Transfer: If you prefer paying via check or wire transfer, simply build your cart on our website and contact us directly. Our team will provide the necessary instructions and help process your order smoothly.
Please note: For payments made by check, orders will be processed and scheduled for shipment once the funds have fully cleared through our banking institution.
I am purchasing for the US Government, how does sales tax apply to me?
Purchases made by the United States Government are exempt from sales tax. To document a tax-exempt U.S. Government purchase with TilesandCabinets.com, please email us your official documentation prior to placing your order.
Please provide one of the following valid documents along with your order details to support@tilesandcabinets.com:
Federal tax ID certificate
Certificate of exempt status
Government purchase voucher
Official U.S. Government check made payable to TilesandCabinets.com
We encourage you to reach out to us before checkout so we can apply the tax exemption directly to your order. If you have already completed a purchase and need a tax refund, please email your exemption certificate along with your order number. For immediate assistance, please call a customer care representative toll-free at +1-877-444-0388.
I have tax-exempt status, can you set my account to be Sales Tax Exempt?
Yes, we can set your TilesandCabinets.com account to tax-exempt status. To do this, please email us the correct exemption certificates for the specific states where you hold tax-exempt status at support@tilesandcabinets.com.
We encourage you to contact us prior to placing your order so we can ensure your account and purchases are properly configured as tax-exempt from the start. If you have any questions or need assistance, please reach out to our customer support team at +1-877-444-0388.
Alaska, Hawaii, Puerto Rico, Canada, The Bahamas, and Turks and Caicos
Do you accept the same payment methods for orders to Alaska, Hawaii, Puerto Rico, Canada, The Bahamas, and Turks and Caicos?
At TilesandCabinets.com, we offer secure payment methods for these destinations, with specific guidelines for international and offshore orders:
Credit Cards: We accept major credit cards including Visa, MasterCard, Discover, and American Express. A verifiable billing address is required.
Wire Transfer: If you prefer paying via wire transfer, simply build your cart on our website and contact us directly. Our team will provide the necessary instructions and help process your order smoothly.
Please note: We do not accept payments by check for these destinations because international checks do not utilize the automated, electronic U.S. clearinghouse system and require a manual, highly secure reconciliation process. For wire transfers, please note that it may take 5 to 10 business days for the wire transfer to clear through our banking institution before we can ship your order.
How do I track my order?
Once your complete order leaves our fulfillment center and ships, you will receive an automated email containing your tracking information. Depending on the freight carrier and items ordered (such as heavy natural stone, large format tiles, or oversized cabinets), tracking updates will guide you all the way to your final delivery address.
What extra charges, taxes, duties, and fees will be incurred for international or Canadian purchases?
For international deliveries, applicable taxes and duties will be calculated during the purchasing process.
By ordering from TilesandCabinets.com, you authorize our designated licensed customs broker to act as your agent to clear merchandise, account for duties and taxes, and manage any required customs documentation with local authorities. Any refunds for returned merchandise involving duties or taxes will be processed directly through TilesandCabinets.com once cleared by the broker.
What import, export, and re-export control laws and regulations must I comply with?
When utilizing TilesandCabinets.com websites and services, customers agree to comply with all applicable local and international import, export, and re-export control laws and regulations. This includes, where applicable:
U.S. Export Administration Regulations
Country-specific economic sanctions or embargoes enforced by the U.S. Office of Foreign Assets Control (OFAC) or other recognized international bodies.