Shipping policy

This Shipping Policy explains how Tile Outlets of America ships and delivers orders placed on www.tileoutlets.com. It is incorporated into our Terms of Sale, which govern your purchase and control if anything here conflicts with them. The full version of this policy, including delivery-day guidance, is at www.tileoutlets.com/pages/shipping.

Where we ship

We ship to street addresses in the United States. Restrictions may apply based on the size and contents of your order and on restrictions imposed at law. We do not ship to post office boxes — a PO box cannot receive freight. Some oversized products cannot be shipped at all and are marked Pick Up Only. Rate availability to Alaska, Hawaii and offshore US territories is limited, and those destinations are excluded from shipping promotions.

Orders ship from our Fort Myers, Florida warehouse or, for some products, directly from a supplier or partner warehouse. An order containing both parcel and freight items may arrive in more than one shipment.

Processing and timing

In-stock orders placed before 12:00 noon ship the same day. Orders placed after the noon cut-off, on weekends or on holidays begin processing the next business day. Next-day delivery is available on most items, but not all — oversized, freight-only and special-order products take longer.

All delivery dates and lead times are estimates only and subject to change. Tile Outlets provides no guarantee regarding the date or time of delivery of your order. The actual delivery date depends on factors including the size and contents of your order and the delivery method and options selected and available while your order is processed.

Shipping charges

Shipping charges are calculated at checkout based on the products in your order, their weight and size, and your delivery address. The total cost of your order, including shipping, is shown on the cart page before you buy and on your invoice.

You are responsible for all costs related to shipping and delivery, including any customs, tariffs, taxes and duties. Quoted rates cover Standard Delivery only. Additional storage, shipping or warehouse charges may apply if we cannot reach you, if you are unavailable to receive the product, or if an order is redirected at your request. If a rate is quoted incorrectly because of a typographical error, an error in supplier product attributes or an error in pricing from one of our delivery agents, we may refuse, adjust or cancel the order.

Delivery options

Curb-side. Unless we agree otherwise in writing, all deliveries are made to the street curb-side of your shipping address only. You are responsible for moving the contents of your order from the curb into your home or business. Boxes of tile and flooring commonly weigh 30–50 lb each — please arrange help and a place to put the material before delivery day.

Customer Offload. Because of the length, size and weight of certain products, and depending on your address, curb-side delivery may not be available. In that case you will be required to offload, or assist with offloading, your order from the delivery truck, or to pick the order up under the Warehouse Pick-Up Option. Curb-side delivery and Customer Offload are together defined as “Standard Delivery.”

Standard Delivery does not include inside delivery, carrying product into a building or up or down stairs, unpacking, debris or pallet removal, or installation.

Warehouse Pick-Up Option. Depending on the products in your order and your address, you may be able to pick your order up directly from a Tile Outlets, supplier or third-party warehouse. This option must be elected before we issue your invoice. You must retrieve your order within fourteen (14) days of the scheduled pick-up date we communicate to you. Warehouse space is limited: if it is not retrieved within that window we may, in our sole discretion, cancel the order and refund what you paid, less any applicable original shipping charges and other charges under Section 7(e) of the Terms of Sale.

Free in-store pickup. Pickup is free at our Tampa, Fort Myers and Sarasota Flooring Supercenters. Choose pickup at checkout; your order will be ready in about 2 hours during store hours, and we will email you when it is ready. Bring your order confirmation and photo identification.

Shipping notice and tracking

When your order ships we will email the address you provided to confirm shipment and give you a tracking number (the “Shipping Notice”). For freight shipments the carrier will normally contact you to arrange a delivery appointment, so please provide a phone number you will answer.

Inspecting your delivery

You are responsible for inspecting your order for shortages or signs of damage on receipt, before the driver leaves and before you sign the delivery receipt. If there are freight shortages or signs of damage, you must:

1. Record the number of boxes or items damaged or short next to your signature on the delivery receipt;
2. Take photos of the order as it arrives;
3. Record any further detail on the delivery receipt, including the word “Damage” or “Short” as applicable; and
4. Report the damage to sales@tileoutlets.com within thirty (30) days of the date the shipment was delivered or received at a warehouse pick-up location.

Never refuse a shipment. Note the damage on the delivery receipt and accept it — refusing delivery makes you responsible for outgoing and return shipping costs and a restocking fee. Keep damaged items and their original packaging until the claim is resolved.

Where you have followed these steps and we validate the claim, acting reasonably and in our sole discretion, we will re-ship replacement product (for damage) or additional product (for shortages) at our expense, or issue a compensation credit for the value of the goods damaged or short. If your order was filled incorrectly, contact us immediately; claims of incorrect shipment must be made within 5 business days of receipt. Our sole liability for damaged items or incorrect shipments is to ship replacement or correct items, or to issue a refund.

Title and risk of loss

Unless we expressly indicate otherwise in writing, title transfers to you on delivery of the products to the shipping carrier — except for Warehouse Pick-Up orders, where title passes on completion of shipment to the pick-up location, subject to full payment. If full payment has not been made when the order is delivered to the carrier, Tile Outlets and/or the supplier retain title, but not risk of loss, until full payment is received. Risk of loss passes to you when title transfers.

Shipping promotions

We may from time to time offer shipping and delivery promotions, including discounted or free delivery on certain products. Shipping promotions are available only to customers with shipping addresses in the United States and Canada, expressly excluding Alaska, Hawaii and all offshore US territories (and, in Canada, the Yukon, Northwest Territories and Nunavut), and are subject to regional inventory levels, the distance between your address and the warehouse the products ship from, the weight, volume and type of products ordered, the delivery option selected, applicable customs fees, tariffs, taxes and duties, and whether promotional products are purchased together with non-promotional products. Promotions may change or end at any time at our sole discretion, without notice.

Returns and cancellations

Our Return Policy governs returns. You are responsible for return shipping costs; returns may also be made in person at any Tile Outlets store with your receipt at no shipping cost. Refunds are issued less any original shipping charges. Orders may be cancelled without penalty before shipment; once shipped, you are responsible for outgoing and return shipping costs plus a 10% restocking fee. To start a return, email returns@tileoutlets.com for a Return Authorization Number — no refunds are issued for items returned without one.

Questions

Call 1-844-TOA-TILE (844-862-8453), open 7 days a week, or email sales@tileoutlets.com. Tile Outlets of America, 13460 Daniels Commerce Boulevard, Fort Myers, FL 33966.