Ordering and Order Status

  • Sample orders are packed within 48 hours of receipt Monday through Friday. Orders placed over the weekend will be packed on the next business day. Once the order is packed, your shipping label will be created and you will receive an email with your tracking information. While most orders are shipped the day of label creation, some may be shipped the next business day. If you have any questions about the status of your sample order please contact us with your order number and we will be happy to help you.

  • Our products are fulfilled by our various partners throughout the United States. Orders are typically packaged within 3 days of order confirmation and freight is scheduled for the business day. Freight times will vary depending upon the location of the warehouse fulfilling the order and your location, however typical delivery time is between 3 and 5 business days. Once your order has been picked up by the carrier, you will receive an email with the name of the carrier and the tracking information. For more about what to expect for shipping, please see our shipping policy page.
    • Samples orders have a $5.00 flat rate shipping across the contiguous United States.
    • Flat rate of $25.00 across the contiguous United States.
    • Flat rate of $100.00 across the contiguous United States.
    For orders outside the contiguous United States please contact us.
    • We accept all major credit cards.
    • Installment payments through ShopPay
    • If it has been more than 3 days since you placed your order and you have not received a tracking number, or if it has been more than 1 business day since you received your tracking number and no shipping updates have been made on your shipment, please contact us for assistance.

    • Please contact us if the tracking information you have received is not working and we will look into it right away
    • If it has been more than 4 days since you have placed your order and you have not received an email with the name of the freight carrier and the tracking information, please contact us for assistance.

    • If you have received an email stating your order has shipped, you can track your shipment from the freight carrier’s website using the PRO number. Please click on the carrier in your email below to be taken directly to their tracking portal. If your carrier is not on the list below and you are unable to find the tracking portal, please contact us and we are happy to help.

    • Prior to delivery, the freight company will reach out to you to set up a delivery appointment. They will not be able to proceed with delivery until this is set up. Please make sure that you provided us with accurate contact information and you are attentive to any calls from the freight company specified on your shipment confirmation email. If you need to update your contact information, please contact us as soon as possible to avoid delays.

    • If the freight company is unable to reach you, and we are unable to contact you, it is possible your shipment will be returned to us by the freight company. In this situation, Tile Mart will issue a refund for your order minus the full cost of both the original shipping and the return shipping, as well as a 25% restocking fee.
      • Please contact us as soon as possible if your order needs to be changed. We do not guarantee that we will be able to adjust any order after purchase. If any changes are able to be made, they may cause delays in your order being processed and shipped.
      • Please contact us as soon as possible if you need to cancel your order. Orders that have been shipped cannot be canceled. Please refer to our returns and refunds policies if your order has been shipped.
      • It is important to inspect all orders at time of receipt for damage and to note it on the delivery receipt the freight company provides at time of delivery. It is the sole responsibility of the purchaser to fully inspect all material and to note it on the delivery receipt. If damage is not reported on the delivery receipt, any claim of damage may be denied. Please take photos of all damaged materials and delivery receipt with notation of damage and submit it to our claim page. Claims must be filed with us within 5 days of receipt. Any claim of damage after this timeframe will be denied.
      • If you receive any part of your order incorrectly, please contact us right away so we can resolve the issue.

      Returns and Refunds

      • Returns are accepted on most orders 365 days from the point of purchase with a 25% restocking fee. For more information on our return policy, please see our return and refund policy page.
      • No returns will be accepted on sale, clearance, or special order items.

      Additional Support

      • If you did not find the answer to your question here, please feel free to contact us directly.