How do I order samples?

To order a sample, click on the "send me a sample" button on the right hand side of the product page.  You 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. Click on "send sample" after reading the policy and it will take you to your shopping cart. You'll see your sample marked at $0.00. Enter your zipcode in the "Estimate Shipping" field and click "calculate". This is how much it will cost to ship the sample to you. For up to three samples, this will be $6.99 anywhere in the lower 48 states. On the next page, enter your shipping and billing info, and then submit your order. You will receive an automatic email right away, and another email from us when with tracking information when your sample ships.

 How long is the shipping time?

Shipping time within the lower 48 states will occur within 5-10 business days, unless your product is backordered, 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.  Small orders and glass mosaic orders usually ship out within two or three days. Our customer support specialists can provide you with detailed shipping and tracking information. Some tiles are special order and these can take up to the full ten business days to arrive. 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 either via email to sales@buytile.com or by calling us at 888 355 TILE. For exceptionally urgent matters, please use the phone.

 What happens if my product is backordered?

If your item is backordered you will be notified with 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 a 10% overage as tiles can be fragile and some breakage or cracking can occur in transit or during installation. Minor breakage and cracking is to be expected with some products and should be overlooked (please see information regarding damage, below).

 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.

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. One or two broken tiles or a chipped portion of a mosaic is to be expected and normal overages should cover these damages. 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. Again to discuss the lead times and availability of your tile, please call a customer service representative. Clients seeking replacements should email photos and desired replacement quantities.

 A note regarding large orders and common carriers:

Large orders require delivery by common carriers, or private trucking firms. It is very important that you inspect these common carrier deliveries thoroughly before signing for them. Inspect the boxes for external damage, remove the packaging and inspect the contents. If there is any damage, you must indicate this on the delivery receipt. If a product appears to be damaged to the point that it cannot be used - do not accept it.  Do not sign for or accept any products that appear unusable. If a product appears to be greatly damaged please refuse delivery of the item and notify our customer service team so that we can replace your order promptly. If only a small portion of the shipment appears damaged, please indicate this on the delivery receipt and contact Buytile.com.  If you discover internal (non-visible) damages after the delivery has been signed for then you need to notify us within four business days of receipt.

Smaller orders, shipped via UPS or FedEx may be left at the doorstep of your residence while you are not home. If this is the case and you find your tiles to be damaged, please contact Buytile.com immediately. 

 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 may be able to recommend an installer close to you depending on your geographic location.  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. And of course you are welcome to call us and speak with a floor-covering specialist about your project.

When can I schedule my installation?