Shipping Policy

Full Product Orders

UPS Ground

• Orders under 150 pounds are shipped via UPS Ground.

• Some products may ship via LTL due to size restrictions (e.g., any side larger than 16 inches), at no additional cost.

Freight Shipping (LTL)

• Orders over 150 pounds ship via freight carrier at a flat rate:

   - 150–499 lbs: $149.00

   - 500–999 lbs: $249.00

   - Over 1,000 lbs: $349.00

• Standard freight includes curbside delivery with a lift gate to the nearest public street. Customers are responsible for moving products from this point.

• Additional delivery services (e.g., inside delivery) must be arranged in advance and may incur extra charges.

• Expedited shipping is not available for LTL shipments.

Important Note

Do not schedule installation until all materials have been received and inspected. Delays may occur due to damage, shipping issues, or product variances. Tile Mart is not responsible for costs incurred from rescheduling.

Order Fulfillment and Tracking

• Standard orders are packed within three business days.

• Delivery typically takes 5–10 business days, depending on the warehouse and destination.

• Once shipped, you will receive carrier details and tracking information.

• Due to multiple carriers, tracking may not integrate with the Shop app. Instead, use the carrier’s website and PRO number provided.

Common carriers include EDI Express, SAIA, R+L Carriers, FedEx Freight, Road Runner, ABF Freight Systems, and TForce Freight.

Delivery Appointments and Address Changes

• Freight carriers will call to schedule delivery. Please respond promptly, as delivery cannot occur without an appointment.

• If your contact details change, notify us immediately to avoid delays.

• If a shipment is returned because the carrier cannot reach you, a refund will be issued minus the original and return shipping costs, plus a 25% restocking fee.

Damage and Replacement Policy

• All orders must be inspected at the time of delivery.

• Any visible damage must be noted on the delivery receipt. If damage is excessive, you may refuse the shipment.

• To report damage, email support@costco.tilemart.com within 30 days of delivery. Include your name, order number, photos, and counts of damaged items.

• Refunds or replacements will only be issued if damage is reported within 30 days.