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Shipping & Returns

Shipping & Delivery

How Will My Order Ship?

Your order will ship via UPS, FedEx, or a Common Carrier (LTL freight) depending on size and weight.

NEW: Flat Rate Shipping

We’ve simplified shipping at Tiles Direct!

  • $75 per pallet for the general public

  • $50 per pallet for approved Trade Pro's

Note: Orders shipping to New York zip codes 10001–11999 will use live carrier rates due to regional carrier restrictions.

Want to unlock the $50 Trade Pro rate?
Apply today under the “Trade Pro” tab in our site navigation to access exclusive pricing and perks.

Delivery Appointments

For LTL shipments, the carrier will contact you to schedule a delivery window.

Do I Need to Be Home?

  • Yes for palletized (LTL) deliveries – you must inspect and sign at delivery.
  •  No for small parcel shipments via UPS – these will be left at your door.

What is Curbside Delivery?

Freight deliveries are curbside only. The driver will unload the pallet at the street but cannot bring it inside your home due to liability reasons.

Please be prepared to move the tile from the curb into your space.

Delivery Preparation

  • Ensure there’s space for a large truck to access your address.
  • If your area has limited access, contact us beforehand.
  • Any change to the shipping destination after the order has shipped will result in additional charges.

Accepting Your Shipment

When your tile arrives:

  1. Inspect the pallet before signing.
  2. Make sure the shrink wrap is intact, and the boxes aren’t damaged.
  3. Note any damage or missing material on the delivery paperwork.
  4. Report any issues to us within 24 hours (with photos).
  5. For concealed damage, contact the local carrier and then notify us right away.

Delivery Timeline

  • Most orders ship within 2–15 business days after payment.
  • If materials are backordered or come from multiple warehouses, we may consolidate them before shipping.
  • If your order will be delayed, we’ll notify you before processing.

Returns & Refunds

Can I Return Material?

Yes, we accept returns of 4 or more sealed cartons of eligible products within 30 days.

Please note: No returns on trims, decorative pieces, or natural stone.

Restocking Fee

A 25% restocking fee applies to all returns.

Return Shipping

Customers are responsible for return freight to the manufacturer. Some vendors do not accept returns. Please confirm with us first.

How to Start a Return

  1. Log in to your account.
  2. Go to “Complete Orders.”
  3. Click “Return Item(s)” next to the order.
  4. We’ll confirm via email once we’ve received and processed your return.

Refund Timeline

Allow up to 4 weeks for full refund processing:

  • Return transit: 5–10 business days
  • Processing: 3–5 business days
  • Bank refund: 5–10 business days