Return Policy | Stone & Tile Shoppe

At Stone & Tile, excellent customer service is our trademark. Please do not hesitate to check with us for any questions regarding returns, shipping, refund or products toll free at 1-877-426-1500, via our chat, or via email at sales@stoneandtileshoppe.com

Prices are Subject to Availability

We will be not be obligated to sell an item at its listed price or be responsible for price changes if an item becomes unavailable. As a service we can try to find a substitute for you but you would have to pay the higher price or we can cancel the order.

60-Day Money Back Guarantee

We provide a 60-Day Money Back Guarantee from the date the order is placed to ensure 100% customer satisfaction - that the products you purchase from us will be in perfect condition.

Eligibility for the money back guarantee requires that:

The product is in its original packaging.

The product has not been used, installed, removed and then returned. Once installed we cannot help in any way and take no liability for any issues thereafter for any reason.

After 60 days, no returns or exchanges will be accepted for any reason or for credit.

All conditions below apply. Please note many brands only provide for a 30 day return window or less, this 60-Day Money Back Guarantee does not extend the conditions specified below.

Returns due to color:

There is a 25% restocking fee on all returned products that have no issues. If you return a product because of its natural color, you will be charged a 25% restocking fee. All our natural stone products are products of nature and as such any variation in color, veining, texture and pattern must be accepted.

You are responsible to pay the return shipping charges if there are no issues such as fissures, scratches, chipped or broken corners, or cracks in the product.

The original shipping charge, as well as the 25% restocking fee will be deducted from the credit total. The remaining credit will be issued back to the original method of payment used to place the order after all of the material is received and inspected in our warehouse.

Returns due to quality issues:

If quality issues such as fissures, scratches, chipped or broken corners, or cracks are the cause of return, then there is no restocking fee.

We will arrange the return and issue a full refund which includes the initial shipping charge after we receive and inspect all of the material at our warehouse.

Slates, when scratched or roughed against an abrasive finish will scuff. This is the nature of slate and is cannot be prevented. There can be no refund or credit for this. If you are still in the 60 day return window, you will be responsible for return freight and a 25% restocking fee.

Returns due to incorrect thickness:

There is a 25% restocking fee on all returned products due to incorrect thickness. We try our best to be as accurate as possible on the thickness of all our products. Nobody the industry puts as much effort into this as we do.

If you return a product because it’s thickness does not work for you, you will be charged a 25% restocking fee. You are responsible to pay the return shipping charges in such cases.

For natural stone products, all our natural stone products are products of nature and as such any variation in integrity and therefore the resulting tile thickness must be accepted. Suppliers, quarries and factories are not always as particular and often ship the same material to us with different thicknesses in order to maintain the integrity of those tiles.

Absolutely no returns are accepted after 60 days of receipt of products.

Returns due to incorrect bevel:

There is a 25% restocking fee on all returned products due to incorrect bevel. We try our best to have the highest quality tiles anywhere. Suppliers, quarries and factories are not always as particular as we are regarding placing a bevel and the bevel consistency and often ship the same material to us with different bevels.

If you return a product because it’s bevel does not work for you, you will be charged a 25% restocking fee. You are responsible to pay the return shipping charges in such cases.

Absolutely no returns are accepted after 60 days of receipt of products.

Returns due to incorrect shade or dye lot number:

The sale if final and it cannot be returned or refunded.

You are responsible to make sure that if you are adding to an existing installation that you provide us the dye lot number so we can make sure your order will match the tile you already have installed. Once you let us know this, we will check with the manufacturer if we can get the same dye lot and communicate that to you before placing the order. If we can not, you will have an opportunity to cancel the order before we place your order with the manufacturer.

Samples are for reference. The dye lot of the sample might not be the same as the dye lot of your order. This is because they are cut in bulk and the inventory is often refreshed faster than the samples.

Returns due to nominal size difference:

There is a 25% restocking fee on all returned products due to incorrect nominal size differences. For example if the tile is 11 5/8" instead of 12". We try our best to be as accurate as possible on the exact size of all our products. Nobody the industry puts as much effort into this as we do. However, suppliers, quarries and factories are not always as particular and often ship the same item to us with nominal size differences based on what is available at the time.

If you return a product because it’s nominal size difference does not work for you, you will be charged a 25% restocking fee. You are responsible to pay the return shipping charges in such cases.

Absolutely no returns are accepted after 60 days of receipt of products.

Returns due to incomplete order:

If you return a product because other items in your order are not available, you will be charged a 25% restocking fee on all the items you want to return. You are also responsible to pay the return shipping charges. Each item must be returned to the warehouse it came from so the return freight charges will be calculated accordingly.

The return freight charges, as well as the 25% restocking fees will be deducted from the credit total. The remaining credit will be issued back to the original method of payment used to place the order after all of the material is received and inspected in our warehouse.

Returning branded products have to comply with respective branded product return policies detailed below.

Returns due to a mistake when making an order:

If you return a product due to a mistake when placing the order, you will be charged a 25% restocking fee on all the items you want to return. You are also responsible to pay the return shipping charges. Each item must be returned to the warehouse it came from so the return freight charges will be calculated accordingly.

Returning branded products have to comply with respective branded product return policies detailed below.

Cut orders:

You will get an email confirming you understand that if we cut tile orders for you, the sizes will be nominal. As we are custom cutting the tile for your order, the order is non refundable. The sale is final. No returns, refunds or credits can be made.

For carpet orders, it is your responsibility to contact us if you want a custom cut size. Otherwise the manufacturer will cut it to the size they determine is best for the total coverage needs. The sale is final. No returns, refunds or credits can be made.

Delayed pickup:

Any order that is not picked up will be automatically canceled after 60 days unless prior arrangements have been made in writing.

Delayed delivery:

We do everything we can to ship your order as fast as possible. Timelines stated on our website are approximates - the vast majority of orders fit into these timelines. We also provide the best service possible in terms of being available and communicating with you from start to finish. We understand and respect construction timelines are tight but cannot control carrier delays or transit times as carrier schedules change frequently. We do not take any responsibility for delays caused by carriers, warehouses or anything related to logistics. No expenses will be covered and/or no refunds will be given for delays for any reason. Before your orders ships we are happy to work with you to cancel your order if it is possible. Once it has been shipped, you are responsible for any return freight costs and / or restocking fees if the delivery schedule does not meet your needs.

If any chargebacks or disputes are opened the shipments will be turned around and / or canceled until an amicable solution is agreed to in writing by both parties.

We often send photos for approval before shipping and cannot proceed with the shipment until photos are approved. This is due to the subjective nature of natural stone and we respect each customer's taste and expectations are different. We are not responsible for delays due to a lack of response to our emails.

All expedited orders such as "next day" or "2nd day" or "3 day" still require 1-2 business days to process the order. These labels refer to the transit time. No refund will be given for example if an order was labeled as "next day" but took 2 days to arrive or if an order was labeled as "3 day" and took 4 days to arrive because of the order processing time. The label only refers to the transit time.

Returns due to issues at delivery:

All deliveries are curbside deliveries unless you have made prior arrangements with us and paid for inside delivery.

Customers will have to pay for any fees for failed delivery attempts. Customer will also be responsible for any storage fees incurred because they are not able to take delivery for any reason. Customer will also be fully responsible for any redelivery fees if delivery was refused incorrectly for any reason. If customer requires inside delivery, it will have to be planned and paid for in advance in the cases where is possible.

If you no longer want to proceed with your order or file a chargeback due to issues at delivery, you are responsible for the initial freight costs, return freight costs and / or restocking fees.

Complications during delivery:

There are many variables (different sidewalks, different slopes, different weather conditions just to name a few) when delivery products across the country. To further complicate matters, carriers have their own operating procedures which vary from one carrier to another. Some set delivery appointments the day before, some the same day. Some delivery windows are larger than others. Some don't set exact appointment times. We send you all the carrier and tracking information. It is your responsibility to communicate with your carrier and notify them if there are any special requirements or weather conditions that are not suitable for your product for curbside delivery. We will not be responsible or liable for any delivery complications.

Delivery complications also include limited access instances. We are not responsible for finding or paying for a solution to deliveries that are in limited access areas as determined by the carrier. If you are concerned about this you should contact the carrier using your tracking number right away. Any cancelations would be subject to approval by management and will result in additional return freight and restocking fees in the instances where cancelations are permitted.

If you have any special requests that require extra fees such as inside delivery or delayed delivery (which requires carrier to store the goods) or any other service, we will let you know the cost, but you will be responsible for paying for those fees beforehand.

Sample Policy:

The sale if final and it cannot be returned or refunded.

We try our best to pack all tile samples as safely as we can to prevent breakages. However, all our samples are shipped by courier and aren't packaged in crates or Styrofoam like our bulk orders. Therefore, we cannot guarantee the condition of our samples upon arrival.

Samples are cut from available tiles so their thicknesses do not represent the thickness of your order.

Samples orders with more than 25 samples will only be fulfilled if deemed necessary by management. The purpose of a sample is to help select a color, not to see every single option available.

Product Related Issues

Any product-related issues should be emailed to sales@stoneandtileshoppe.com with the following information:

1. Your order number.

2. Preferred contact information.

3. Pictures showing the problems with the product.

4. A description of problems with the product, including the quantity affected and any other details you feel are necessary.

Once we receive your email, we will determine whether the product has any quality issues and contact you as soon as possible.

Products Damaged During Delivery

All orders are carefully packaged to avoid damage during delivery.

It is very important that you check your order as soon as you receive it for any damage or sign of harm.

If you pickup material from the delivery terminal please see the Products Damaged - Free Pickup section below.

Signing the delivery paperwork:

If you sign you received your order in good condition, we cannot replace anything and you will need to reorder it unless there is concealed damage - see "Replacements" below.

It is your responsibility to thoroughly inspect the delivery for damage before signing anything.

Delivery personnel know when products are damaged and they will try to force you to sign something so they are off the hook. They will say they are in a rush, or have to leave, or force you to sign before you see anything. Do not allow this. You have every right to inspect the outside of the delivery before accepting it.

If you see visible damage to the crates (i.e. they are not perfect) write strong precise words such as "VISIBLE DAMAGE - BROKEN CRATES / TAMPERED - 2 BOXES BROKEN" or refuse / REJECT THE SHIPMENT. You have every right to do this and no delivery personnel can stop you from making notes anywhere on the paperwork before signing it. Make sure all copies can clearly see your wordings.

Replacements:

This entire process must be done within 2 business days:

Please check your entire order - this deadline applies is whether the damage is visible or not visible from the outside.

You have 24 Hours to inform us of any damages and send a copy of the freight bill. We require the final quantity of damaged goods within 48 hours. Once you tell us a quantity, you cannot add to it later - the absolute final quantity of damaged goods must be determined the first time around.

Take numerous photos showing the damage from all angles in its packaging. Also take a photo of the signed delivery paperwork. Email all this information to us and we’ll be in contact with you about the replacement timeline right away.

Products that are not in boxes - the damage has to be shown in the original pallet or crate before anything is unwrapped or opened. Once it has been unpacked, moved, sorted or repackaged we cannot help as any of these can cause damage.

If any of the above steps are not followed, we cannot send replacements.

You are responsible to dispose of any damaged tiles upon confirmation that we will not need those for the replacement. We will not be responsible to pickup any damaged goods or pay any fees related to it.

If there is no replacement stock, the only remedy would be a credit for the damaged tiles.

If you have organized freight or transportation for delivery, it is considered a free pickup - you are also responsible to inspect all material before picking it up. No replacements can be made due to damage once you have picked up the material.

Products Damaged - Free Pickup

You are also responsible to inspect all material before picking it up. No replacements can be made due to damage once you have picked up the material.

Buyers Remorse or Order Cancelation

All order cancelations must be in writing. We do not accept verbal order cancelations.

All cancelations must be within 30 days.

Cancelations are NOT effective immediately. We must be given 48 hours to verify the status and notify the warehouses and freight carriers that the order is being canceled as they might be in the process of shipping your order or have already shipped out your order and not returned tracking information yet.

Once an order timeline has been emailed to you and you have accepted it, any return or cancelation thereafter is considered a Buyers Remorse or Order Cancelation request. If you are canceling your order because you changed your mind or for any other reason than the issues listed above, there is a 25% restocking fee on all returned products that have no issues. You will also be responsible for the original shipping costs and the return freight costs.

If your order was backordered and you are canceling it after confirming you were willing to wait there is a 3% credit card cancelation fee due to the charges from the credit card companies.

If you approved product pictures and you cancel it afterwards, there is a 3% credit card cancelation fee due to the charges from the credit card companies.

If you are returning extra tiles / overages, no returns after 60 days.

You are responsible to keep all original packaging materials.

Discontinued products cannot be returned or refunded.

Clearance Items

All sales are final. No returns or exchanges will be accepted for any reason or for credit.

Products do move very quickly. If there is no stock left, the order will be canceled.

Free Shipping Promotions

Free shipping promotions are contingent upon stock being available at the closest warehouse and cover one shipment only. If you want separate shipments then we will cover the cost of the first shipment and you will have to pay for each separate shipment. If the material is not in stock at the closest warehouse to the customer, freight costs to deliver to your shipping address from the next closest warehouse which has stock will be offered. You can take that offer or cancel your order and get a full refund.

Free shipping promotions only apply to the contiguous states in the continental USA.

SAVER Pickup & Delivery Policy

SAVER Pickup & Delivery orders ship as soon as we fill a full truck (40,000 lbs) of orders going to the same destination and keep them at our warehouse there. From that warehouse, customers can pickup or we setup local delivery.

Delivery times stated at checkout are estimated and timeframes could be +/- 1 week from that. As always, we do not take any responsibility for delays caused by carriers. No expenses will be covered and/or no refunds will be given for delays for any reason. Before your orders ships we are happy to work with you to cancel your order if it is possible. Once it has been shipped, you are responsible for any return freight costs and / or restocking fees if the delivery schedule does not meet your needs.

Replacements for damaged goods will be sent on the next SAVER delivery truck.

If you go over the 7 days of Free storage you will be responsible to pay for the additional storage fees before you can pickup your order.

Flagstone Orders

Customer are required to organize dock delivery or arrange for a forklift as flagstone is often over 4,000 lbs per pallet and liftgates can only handle 2,000 lbs. Arrangements must be made and confirmed in writing before a shipment can take place.

Discount Codes

We will honor what our website says but if an unapproved discount code works and an order goes through, the order will be canceled. We will be the ultimate arbiter of which discounts codes will be permitted.

Happy Floors Policy

No returns after 30 days from purchase date.

MIR Policy

No returns after 30 days from purchase date.

Iris Policy

No returns after 30 days from purchase date.

Daltile, American Olean, Marazzi & Eleganza Policy

If your order was in stock at the closest store, all above conditions apply.

If your order was specially brought into the closest store for Free Local Pickup or Delivery then the sale if final and it cannot be returned or refunded.

If your order was shipped from a distribution center and you want to return it for any reason then you would be responsible for the freight cost to return it to our California location.

Must be returned within 30 days from purchase date. Shipping Fee is Non-Refundable.

All Made To Order product sales are final. They cannot be returned, exchanged, refunded, or credited towards another order for any reason.

Mohawk Policy

Less than 5 cartons or $50 cannot be returned.

All cancelations or returns, for any reason, require a 25% restocking fee and return freight costs if there are any. Inbound freight costs (moving it from the Distribution center to the warehouse prior to delivery) will also be charged if applicable.

Canceling after order has been processed:

Once you have been notified that your order has been processed, canceling it 12 hours after it has been processed will automatically charge a 25% or $100 minimum on the restocking fee plus freight both ways (for shipped orders).

Pickups can only be made by licensed and insured trade professionals.

Failing to pickup:

In compliance with the Mohawk Accommodation Return Policy, we can
allow material to be returned within 90 days from the invoice date.

Shaw Policy

Material past 90 days of original invoice cannot be returned.

The restocking and freight charges below also apply to refused shipments.

Carpet
o Carpet under 50 linear feet - No returns
o Carpet over 50 linear feet - 25% restocking fee plus original freight times two (delivery and return)

Carpet Tile
o Carpet Tile - Min 100 square yards or 20 boxes - 25% restocking fee plus original freight times two (delivery and return)

Anderson Tuftex Rugs - No returns

Hard Surface
o   Hard Surface under 250 square feet - No returns
o   Hard Surface over 250 square feet - 25% restocking fee plus original freight times two (delivery and return)
o   Hard Surface Sundries and Moldings - No returns

Tiles Mosaics and Bullnose Pieces
o Tiles Mosaics and Bullnose Pieces - less than 40 Pieces/Each - No returns
o Tiles Mosaics and Bullnose Pieces - over 40 Pieces/Each - 25% restocking fee plus original freight times two (delivery and return)

o Promotional Goods - No return.
o Non-Standard and dropped products – No return.

Canceling after order has been processed:

Once you have been notified that your order has been processed, canceling it 30 minutes after it has been processed will automatically charge a 25% or $100 minimum on the restocking fee plus freight both ways (for shipped orders). Inbound freight costs (moving it from the Distribution center to the warehouse prior to delivery) will also be charged if applicable.

Failing to pickup:

You have 14 days to pick up the order or it will automatically be canceled and you will be charged a 25% restocking fee. Canceling the order when it has already arrived at the warehouse will automatically charge a 25% restocking fee. Inbound freight costs (moving it from the Distribution center to the warehouse prior to delivery) will also be charged if applicable.

MSI Policy

All returns require RMA(Return Material Authorization) documentation. Please contact sales@stoneandtileshoppe.com for details.

Material will not be accepted without proper paperwork.

MSI is not responsible for material dropped off without proper paperwork.

Product must be in the same condition as received and in the original packaging.

All returns require a 25% handling and restocking fee.

Must be returned within 30 days from purchase date. Shipping Fee is Non-Refundable.

MSI Freight Claims Policy:

1. Claimant must establish that the material was delivered in damaged condition, and it resulted in a specific amount of damage.

2. Follow the best practices for receiving freight:

i. Inspect your freight immediately.

ii. Document any damages or shortages. Notate any shortage or damage on the Bill of Lading /Proof of Delivery document. Noting “Subject to Inspection” or “Material Damaged” will not help. It needs to be specific, eg: Damaged pallet with material in ____ (count) boxes broken. Note each identified issue

iii. Take few photographs of the entire shipment, the damaged material such that the claims person can see and make a reasonable assessment of the claimed damage.

iv. Save your damaged freight – the carrier may want to inspect the material or salvage it to minimize the claim payment. It is also shippers and consignees obligation to be diligent and minimize the claim.

3. Report the claim within five days.

Bedrosians Policy

https://www.bedrosians.com/en/returns/

Schluter Policy

The sale is final. No returns, refunds or credits can be made.

Tesoro Policy

• Material returns must be in excess of $50 per invoice.
• Material must be returned within 30 days of date of receipt.
• Restocking charge is 25% of returned material cost.
• Material must be prepared for return shipment as follows:

1) Material must be packaged in the original carton(s).
2) Boxes must be stacked upright, shrink wrapped and strapped to a pallet with RMA paperwork attached.
3) Material returned via UPS must be packaged properly. We will not credit material that is returned damaged.

• Upon request, We will quote return freight and upon approval make arrangements for return.
• Material must be available for pick-up on the Return Pick-up Date to avoid additional freight charges.
• Credit will only be issued for material received in resellable condition. Discontinued or close-out materials are not returnable.
• Material shade must be in stock for a credit to be issued.

Republic Policy

25 % Restocking Fee will be charged on all returned material.

All refunds and exchanges must be done within 30 days. No returns will be accepted after 30 days.

Tarkett Policy

Need to send a return request.

If approved, 52 % Restocking Fee will be charged on all returned material.

Boxes must be unopened.

Kertiles Policy

Delivery & Pickup Policy:

Material not picked up / delivered in 30 days from a confirmed paid order will incur storage fees of $0.20 per square foot per month.
If delivery is cancelled withing 24 hours , a re-delivery fee of $100 will be charged.
All deliveries should be confirmed 3 days prior to the actual delivery date.

Return Policy and Sale Agreement:

To maintain our level of service and prices we hereby inform you of our return policy and sale agreement:

No returns accepted after 15 days from purchase date.
15% Re-stocking Fee will be applied on all authorized returns.
Minimum return quantity on tile, 10 boxes.
Minimum return quantity on mosaics, 20 pieces.
All material returned MUST be in its original packaging and in good condition.
Credits will be processed after 15 days of receiving and applied to the client's account. NO REFUNDS.
Once material is installed KERTILES is NOT responsible for any claims.

Mannington Cancelation & Returns Policy

Cancelation Policy

Orders for cuts of sheet or carpet cannot be cancelled if the cut has been processed.
An order is not considered cancelled until it is given a cancellation number.
Orders that have stock allocated will not be held for longer than 30 days.
Any order with a future ship date, will not assign stock until 30 days prior to requested ship date.
All orders with a to be determined shipping date must have an actual ship date provided within 48 hours of the order being placed or order will be cancelled.
Any order requested to be held longer that 30 days, must have approval of product leadership.
If an order has already been processed for shipment when cancellation is requested, it must be filed as a return (see Returns Policy for more information).
This includes all dedicated truck load shipments and direct point of entry shipments.

Returns Policy

Courtesy Returns are not product complaints. Courtesy Returns are granted when Mannington agrees to accept a return of unused product or materials when there are no manufacturing defects or a complaint of conformance to product specifications.

Courtesy Returns are neither automatic nor uniform in the amount assessed for restocking charges. Many variables enter the assessment of the restock fee amount, not the least of which is our ability to re-dispose the material.

All courtesy returns must be first approved by Mannington. The terms and conditions of all courtesy returns are exclusively reserved by Mannington, including the right to authorize or reject a courtesy return request of any product. Mannington will not authorize returns for material after Ninety (90) business days from invoice date.

Typical restocking fees are 25% of the returned quantity invoiced amount as well as freight and handling costs. Freight will be the customer's responsibility to arrange for Hard and Soft Surface courtesy returns. The restocking fees and the value of any unsellable product will be deducted from the credited amount, specifically any damaged or unboxed carton goods. Product not in its original, unopened, packaging is not eligible for credit.

Instances of manufacturing/order entry/shipping errors at the fault of Mannington are not courtesy returns. Any return due to a Mannington error will be handled or addressed at no cost to the customer once validated.
- Please submit all requests for returns of residential products to customer service at info@stoneandtileshoppe.com
- Products requested to be returned must have a Mannington Return Material Authorization (RMA) number.
- Courtesy returns apply only to running line goods.
  o Custom, discontinued, promotional, cut material (material the customer cut), off goods, opened, partial cartons or material less than roll standard roll size will not be considered.
- The minimum quantity for hard surface products allowed is 150 square feet for residential carton goods.
- The minimum quantity for soft surface products allowed is 50 lineal feet. (67 yards)
- Sundry items such as moldings, adhesives and cleaners are not eligible for return.

Custom Order Policy

All sales are final. No returns or exchanges. Pricing is only valid for 30 days.

Price Guarantee Policy

All price guarantees are at our discretion. This is for many reasons. Other businesses might be selling at prices lower than a.) our cost, b.) violating MAP pricing rules, or c.) overstock dumping.

Refund Policy

The product must be in its original packaging.

The product has not been used, installed, removed and then returned. Once installed we cannot help in any way and take no liability for any issues thereafter for any reason.

All materials and products are carefully inspected once they return to our warehouse. You are responsible to keep all original packaging materials.

If the order is returned not because of product or quality issues, we check to make sure all items are returned in their original packaging. The return shipping charges are your responsibility. The original shipping charges as well as the 25% restocking fee will be deducted from your credit total.

Products returned due to quality issues will be inspected to check the issues described or photographed in the return email. After confirming the issue on our end, you will be refunded fully, shipping charge inclusive. No additional charges such as restocking, original or return shipping get deducted from your credit total.

All refunds occur within a 4 – 6 week window from the date the products get to our warehouse. An email of the receipt for the credit amount will be sent to you so you can confirm it with your bank.

Please do not hesitate to check with us for any questions regarding returns, shipping, refund or products toll free at 1-877-426-1500 or sales@stoneandtileshoppe.com.