What is your sample policy?

• To order a sample:
  1. Click on the "send me a sample" button on the right hand side of the product page. You will need to check and make sure that your pop-up blocker is off or that you "temporarily allow pop-ups" from our site, as our sample policy will appear in a separate window.
  2. Click on "send sample" after reading the policy and it will take you to your shopping cart.
  3. On the next page, enter your shipping and billing info, and then submit your order.
  4. You will receive an automatic email right away, and another email from us with tracking information when your sample ships.
• Not all products have samples.
• The actual sample is free. The only thing you pay for is the $6.99 shipping and handling cost.
• Sample orders are limited to 3 products.
• Samples are intended to show the product's color and finish.
• Bullnose, Decos, Listellos and other Specialty Items aren't available to be order as a sample.
• In some series, a mosaic product will share the same exact color and finish as a regular floor or wall tile. Therefore, if the mosaic you’re interested in doesn’t have a "Send me a sample" button, check the series to see if a regular tile featuring the same color and finish is available for samples.
• Many series feature mosaic’s that come in multiple sizes and have the same color and finish. Therefore, if the mosaic you’re interested in doesn’t have a "Send me a sample" button, check the series to see if a larger or smaller sized mosaic featuring the same color and finish is available for samples.
• Sample sizes vary accordingly with the features of the product.
• We carry a very large collection of samples. If all of your samples are in stock, the order should ship out within 1-2 business days via USPS Priority Mail or UPS Ground. If your order's product is not currently in stock, the order should ship out within 5-10 business days.
• Samples cannot be returned or exchanged.
• If you have a large commercial project and would like to receive some samples call us directly at 855-544-8453.

How long is the shipping time on my tile order?

Shipping time within the lower 48 states will generally occur within 7-12 business days, unless your product is back-ordered, in which case you will be notified by phone or email. Different products ship at different times, depending on where you are located and what tile you order. Some products ship out immediately, and some orders need to be verified, packed, and coordinated to ship from multiple locations, adding to your shipping time. Our customer support specialists can provide you with detailed shipping and tracking information. Some tiles are special order and can take longer. Clients will always be informed of lead times that exceed twelve business days. If it is going to be longer, you will be notified by phone or email and will have the option to cancel. If you are concerned about timing please indicate your timing needs when placing your order via email to sales@buytile.com

What happens if my product is back-ordered?

If your item is back-ordered you will be notified shortly after you receive your order confirmation. We will advise you of the approximated ship date and you will have the opportunity to cancel or modify your order at this time.

How much tile should I order?

Measure the space where you plan to install tiles. Use our tile calculator to figure out how many pieces or cartons of product you will need. We also strongly support the philosophy " measure twice and order once." By doing so you reduce the risk of running short and incurring two shipments or having extra material. If you are not comfortable taking measurements, we strongly suggest retaining the services of a professional installer. buytile.com recommends that you order 10% more than you think you need, as tiles can be fragile and some breakage or cracking can occur in transit or during installation, as well as waste for cuts. Last thing you want is to get stuck in middle of the job because you ran out of tile.

How do I receive my order?

If you are having your order delivered to your home or job site, we give the freight companies instructions to call you prior to delivery. This way you are able to set an appointment time when someone will be at the delivery site to inspect the shipment. Smaller orders may be sent via UPS or FedEx and are subject to their rules. They will normally not call you in advance of delivery.

What do I do if my tiles are damaged in transit?

Tiles do break frequently during manufacturing, transit, and installation. This is why it is highly recommended that you order 10% more tile than you expect you will need. This is true whether you are buying tile online or locally. Any material that you receive from us which arrives broken can be replaced at no  cost  if proof of damage is supplied. The same lead times apply to replacements as they do to original tile orders, this is why overages are very important as they can help you avoid expensive or frustrating delays in your project.

How do I install my tiles?

If you are not accustomed to installing tiles, we strongly suggest retaining the services of a professional installer. buytile.com cannot recommend an installer to you, please consult your local listings.  You can find many useful links to informative websites on our ‘resources’ page. These sites offer design ideas, installation guidelines, and useful tips. Also note buytile.com regularly offers helpful ‘How-To’ videos in the help section of our website. 

When can I schedule my installation?

buytile.com strongly suggests that you do not schedule your installation until after you receive and inspect your complete order. While we make every effort to get you your material on or before the ETA, shipping times are only our best approximations, and delays may occur. Once a shipping company is moving your material, we are able to give you an exact delivery date. buytile.com will not be held responsible for lost days of work, trip charges, and miscellaneous Installation charges due to arrival time of material.

Can I cancel my order?

If you decide to cancel your order, please notify us immediately. If your order has shipped and shipping expenses have been incurred, you will be obligated to pay for shipping and a restock fees. Special order items generally may not be cancelled. It is our goal to assist you with your tiling needs, and to avoid cancellation penalties wherever possible. This is why the sooner you cancel; the more likely it is that we can avoid cancellation fees. Restocking fees will vary, please inquire by phone or email with our sales team.

If your product is back-ordered you have the right to cancel without penalty. If your product has not shipped you may cancel your order without penalty.

I need trim - like cove bases and bull-noses. I don't see any of that on your site. Do you carry that?

If the trim you are looking for needs to match your tiles, then contact a sales rep and they will assist you. If however, what you are looking for is generic then we do not offer these items as they are readily available to be purchased in many large or small local hardware stores.

Are the sizes displayed on your site exact?

Please note that all sizes of tiles displayed on our site are done so based on the best information available to us from our vendors. However, with different countries labeling their items differently, it is very possible that a tile that is labeled a certain size may be off with a fraction (i.e. a 12x12 tile may actually be a 11.75x11.75 or 12.25x12.25 and still be called a 12x12 tile)Therefore, if the exact size is important to you, please have our staff confirm the actual size prior to placing your order.

Your prices are extremely low. Is your material top quality?

Yes. All of the material we sell is top quality and comes to you in the original manufacturers" packaging. The only difference is that we bring you the economy of scale. Since we move a large number of products we are able to provide you with lower prices that you would normally find at your local store. We do not deal in second-hand or defective products. Prices are subject to change without notice, and buytile.com cannot be asked to honor pricing that is no longer valid.

How much does it cost to ship my order?

Tiles are very heavy and therefore cost substantial amounts of money to move around the country. Many companies either charge large amounts of money to ship your tile or offer "free shipping", but increase the price of the product to absorb that cost. At buytile.com we don't do either. We select from multiple shipping vendors in order to offer you the best price possible.

To determine your shipping cost, follow these steps:

1. Add the product(s) and the quantity you wish to purchase of them to the shopping cart.

2. Now that you have everything you want in your shopping cart, click the [Proceed To Checkout].

3. Chose the format you’d like to use to checkout.

4. On the shipping page fill in the required information. Then click the [Continue] button. It will take you to the Billing Page.

5. Your Shipping and Handling cost and Order Total will appear in a blue outlined box on the left.

You have a lot of great promotions! Can I combine more than one?

No. Sorry, only one promotion or discount code can be used at a time. But please don"t forget that we can offer additional discounts on volume orders so call us to discuss! Discounts based on volume or contractor status cannot be combined with regular retail promotions.

What are your shipping and handling charges for orders to Canada?

We use UPS and UPS Freight to ship to Canada. Like all other orders, shipping and handling charges depend on the size and weight of your package and your ship-to destination.

International orders are also subject to local import duties and taxes. These fees are not incorporated into your buytile.com order total. Buytile.com is not responsible for any customs related fees that are acquired via shipping to Canada. Be sure to look into these added costs before ordering.

Once your order is placed, there are two methods to pay these fees. 

How much tax will I be charged on my order?

This chart is meant to be an informative tool. Please don’t use this as your sole resource for looking into duties and tariff costs.

Why can't I ship to the Nunavut, Yukon, or the Northwest Territories?

Unfortunately, UPS does not offer standard package or freight service to these territories.