FAQ
Ordering
How do I calculate Square Footage?
It is best to ask your contractor to give you the quantities you need for your project. However, calculating square footage is relatively simple. Square Footage is determined by multiplying length times width in feet. Measure the edges of your project space in foot increments then use this formula:
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Length x Width = Square Feet
If your space is a fraction of a foot then convert it to a decimal. For example: 18 inches = 1.5 feet. We recommend you add 10-15% and round up to the nearest box to account for cuts. It is also a good idea to keep a few extra pieces or a box once your project is finished in case you ever need them in the future for repairs.
Do you price match?
We do price match on certain products. You can contact our sales team for more information on your specific product price.
Is there an order minimum?
No, there is no minimum order quantity. However, on field tiles that are sold per square foot or per box you can only purchase in full box quantities. Mosaics, deco, and trim pieces can be purchased in any quantity you need as they are sold per piece.
What quality are your products?
All of our products are first quality. We do not sell any seconds or off runs.
Do you warranty any products?
Our products do come with a manufacturer's warranty. These warranties may have stipulations on them so you will have to contact us to discuss the details of your warranty claim. We will do our best to help solve your issue!
When should I schedule my contractor or installer?
You should wait until your material has been delivered to schedule installation. Unforeseen delays can happen and we do not reimburse for lost time.
Can I check the status of my order?
Certainly! check your email. We send a confirmation of your order when it is placed. Then, we send you a shipment confirmation once your order has shipped which will include carrier and tracking information. From there, you can track your order on the specific carrier's website. See below for more shipping information.
What payment methods do you accept?
We accept all major credit cards.
Do you offer samples?
Yes, we have no minimum order quantity so you can purchase one box or one piece of material respectively. We highly encourage this so you can see the material in your home. Things like lighting, paint, furniture, etc can make a big difference in how the product looks. Pictures also do not necessarily give an accurate depiction of the exact color of material so it is best to see it in person first.
Do you charge sales tax?
We only charge sales tax if your shipping address is in the state of Tennessee.
What happens if my order is backordered?
If your order turns out to be backordered then we will notify you immediately. We will suggest a similar product that is available and let you know the estimated available date for the material you originally ordered. You can either wait for your material to become available, change to a different material, or request a refund.
Does your online store show all the products you offer?
While we strive to make all of our products available on our website, there are products we have access to or that are new that just haven't made it live yet. So, if you are looking for a particular product or simply don't see what you are looking for then feel free to contact us to see if the product might be available.
Do you offer discounts for large projects?
Our main focus is offering the best products at the best prices. If you have a large project of over 1,000 sf then feel free to contact us with the specifics of your project and we will try our best to offer you the best deal possible.
Shipping
How will my order ship?
Shipping method depends on the size, quantity, and weight of your order. Small orders will ship via ground service such as UPS, FedEx, or USPS. Larger orders will ship via freight carrier. There is also the option to pick up your order via freight carrier terminal if the carrier isn't able to deliver to your address.
How is shipping cost calculated?
Shipping cost is calculated based on the size, quantity, and weight of your order in conjunction with your shipping address distance from stock warehouse as well as whether your address is considered rural, metropolitan, etc.
Will I know how much shipping costs?
Your shipping cost will be calculated automatically at checkout or you can contact us to obtain a custom shipping quote.
Can I get expedited shipping?
Some products may be available for expedited shipping. You will need to contact us with details in order to obtain an expedited shipping quote.
Do you ship internationally?
No, we only ship within the contiguous United States.
Can I have my order shipped to a PO Box?
No, orders can not ship to PO Boxes. We require a physical address for all orders.
Can I pickup my order at your warehouse?
Warehouse pickup might be available depending on your location. You can contact us to see if this is an option for you.
Can I ship to a Business Address?
Yes, be sure to include the business name during checkout.
How long will it take to receive my order?
Most orders typically arrive in approximately 2 weeks. Feel free to contact us for a more accurate time frame estimate.
Do I have to be present for delivery?
Yes, you must be present in order to inspect and sign for your delivery. However, if your order is delivering via ground service (UPS, FedEx, USPS) then you do not need to be present.
How does freight delivery work?
Freight deliveries will be unloaded curbside by the freight carrier for all residential addresses or any business address that doesn't have a loading dock. You will be responsible for moving your material onto your property or to your job site. Contact your contractor to see if they can offer any help with moving the material.
What if I miss my delivery?
If you miss your delivery you can either contact the freight carrier to reschedule the delivery. There may be additional charges for redelivery depending on the carrier's policy.
How do I inspect my shipment?
1) Make sure the pallet is intact
2) Take off the shrink wrap and inspect the boxes
3) Verify that you have received the correct material. Product names and sizes should be marked on the boxes. If they are not, as with some natural stones, you may need to open a couple of boxes to check.
4) Verify that you have received the correct quantity. Packaging info is also often marked on the boxes. If not, you may need to open a couple of boxes and count them.
5) If you have any discrepancies such as missing, wrong, or broken material then please note that on the packing slip the driver has you sign. Do not refuse the shipment. Contact us and we will make your order right.
Are there ever additional charges?
There are rare circumstances where there may be additional charges. The list below is not exhaustive and each order will be assessed individually based on specific metrics.
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1) If a shipment is refused there may be additional re-shipment charges.
2) Shipments to large metropolitan areas may be subject to metro fees.
3) If an incorrect shipping address is given upon order and the product is sent to the wrong address.
4) If terminal pickups are not picked up within the given timeframe.
5) If you cannot be reached by a carrier to deliver your material in a timely manner.
6) Orders containing material from multiple manufacturers could incur a consolidation or multiple shipment fees.
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You will be notified on the rare occasion of any additional charges as soon as they arise.
Returns / Cancellations
Can I return products?
Yes, as long as your return follows our return guidelines below:
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1) Customer pays all shipping charges on returns.
2) Must contact us and obtain a return authorization prior to any returns.
3) Returns are subject to a 25% restocking fee.
4) Returns are not allowed after 30 days from delivery date
5) Material must be in original unopened boxes and in full box quantities only.
6) Returns are not accepted on any bagged goods (setting materials/grout), cleaning supplies, underlayment, trim pieces, mosaics not in full box quantities, etc.
7) Returns are not accepted on any materials that arrive broken.
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These guidelines do not apply to any damaged material. See our Damages section below.
Can I cancel my order?
Yes, you can cancel your order by contacting us before it ships. The sooner you contact us the better.
Can I make changes to my order?
Yes, you can make changes to your order by contacting us before it ships. The sooner you contact us the better.
Damages
What is the likelihood that my order will arrive damaged?
Not very likely. Most shipments arrive intact and unharmed. Unfortunately, damages can happen. We do everything we can to make a damaged order right and get you replacement material right away.
Should I refuse my order upon delivery?
No, make note on the packing slip the delivery driver has you sign, accept the delivery, and then contact us as soon as possible.
What is the claims process for damaged, missing, or incorrect
material?
Do not refuse the delivery. Make not on the packing slip that the delivery driver has you sign. Accept the delivery. Contact us as soon as possible. You will need to send us a picture of the damaged material and/or details of any missing or incorrect material. We will then arrange to have the correct/undamaged material shipped to you at no extra cost.
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You must contact us within 10 days of delivery date.
Claims may take anywhere from 1 to 5 business days to process and re-ship
What if there was no visible damage but I find some later?
You have 10 days from delivery date to make a claim for any damaged, missing, or incorrect material. Be sure to inspect your order as soon as possible upon delivery.
How long will it take to receive my replacement material?
We understand that getting the material you ordered is vital to the completion of your project and that damaged, missing, or incorrect material is an unfortunate unforeseen setback. We try our best to accommodate your project timeline and to get your material to you as quickly as possible.
Privacy Policy
Is my information secure during checkout?
Yes, our checkout process is secured by HTTPS/TLS encryption. TLS (Transport Layer Security) is the standard security technology for establishing an encrypted link between a web server and a browser. This link ensures that all data passed between the web server and browsers remain private and secure. TLS is the industry standard and is used by millions of websites in the protection of their online transactions with their customers. Additionally, we only work with payment gateways that offer the highest level of security certification (PCI DSS Level 1).
Do you sell my information?
No, we do not sell, trade, or rent our customer information to anyone ever. Customer privacy and protection is our top priority. Your information is solely used for order information and correspondence.