FAQ
Ordering and Order Status
Orders are typically packaged and ready to ship within 1–2 business days after order confirmation. Once your order has been picked up, you will receive an email with tracking information. Delivery times vary based on the warehouse and destination, but most orders arrive within 3–5 business days of receiving your tracking number.
UPS Ground: Orders under 150 pounds that are suitable for parcel shipping are sent via UPS Ground. Shipping costs are quoted at checkout based on order weight and destination. Selecting UPS Ground does not guarantee shipment by UPS. If an order is too large for parcel shipping, we may ship it via LTL freight at no additional cost.
Freight Shipping (LTL): Orders over 150 pounds are shipped on a pallet via an LTL carrier. This includes curbside delivery to the nearest public road. Rates are as follows:
- 150–499 lbs: $149 flat rate (includes residential delivery and lift gate service)
- 500–999 lbs: $249 flat rate (includes residential delivery and lift gate service)
- 1000 lbs+: $349 flat rate (includes residential delivery and lift gate service)
For additional delivery options (e.g., inside delivery) or expedited shipping quotes, please contact us at support@costco.tilemart.com.
We accept all major credit cards as well as installment payments through ShopPay.
If it has been more than four days since placing your order and you have not received a tracking email, please contact us at support@costco.tilemart.com.
If your order has shipped, you can track it using the PRO number provided in your shipping email. Tracking is available on the carrier’s website. Common carriers include:
• EDI Express
• SAIA
• R+L Carriers
• FedEx Freight
• Road Runner
• ABF Freight Systems
• TForce Freight
Prior to delivery, the freight carrier will call to schedule an appointment. Please ensure your contact information is accurate and that you respond promptly to avoid delays. To update your contact details, email us at support@costco.tilemart.com as soon as possible.
Orders that have not yet shipped may be canceled by contacting us at support@costco.tilemart.com. Orders that have already shipped cannot be canceled. Please refer to our Return Policy for next steps.
If you need to make changes, please contact us at support@costco.tilemart.com as soon as possible. While we will make every effort to accommodate adjustments, we cannot guarantee changes once an order has been placed. Modifications may delay processing and shipping.
Problems with Order
It is the purchaser’s responsibility to fully inspect all deliveries at the time of receipt. Any damage must be noted on the delivery receipt. If damage is not recorded, claims may be denied.
Please take photos of all damaged items and the signed delivery receipt (with damage noted), then contact us at support@costco.tilemart.com. Claims must be filed within 30 days of receipt. Claims submitted after this timeframe may not be accepted.
If you receive incorrect items in your order, please contact us immediately at support@costco.tilemart.com so we can resolve the issue.
Returns
Please visit the Returns page for details.
Additional Support
For further assistance, please contact us at support@costco.tilemart.com. Our team will be happy to help.