Returns, Refunds & Cancellations Policy

The Tile Shop · 617 E Sunrise Blvd, Fort Lauderdale, FL 33304 · (954) 626-0136 · sales@thetilestore.shop Last updated: July 2026

Damaged or defective tile (freight claims)

Your delivery is covered when you follow the inspection steps in our Shipping & Delivery Policy:

• Inspect every box and photograph any damage before signing for the delivery, and note the damage on the delivery receipt.
• Email your photos and order number to sales@thetilestore.shop within 48 hours of delivery (or pickup).
• We will replace confirmed damaged or defective tile at no charge, or issue a refund for those pieces, once documented.
• Claims for breakage reported after signing a clean receipt, or without photos, may not be eligible because the freight carrier's liability ends at delivery.

Standard returns (unopened, in-stock tile)

• Unused, unopened, full boxes of standard in-stock tile may be returned within 30 days of pickup or delivery.
• Returns are subject to a 20% restocking fee and the customer is responsible for return transportation to our showroom, or a return-delivery fee.
• Tile must be in original, resalable condition in its original packaging with your receipt.

Non-returnable items

• Opened, partial, or single boxes, and any tile that has been cut, installed, sealed, or modified.
• Special-order / custom-order tile not normally stocked (ordered specifically for you) — these are final sale unless they arrive damaged or defective.
• Clearance / final-sale items and samples.
• Tile from a discontinued dye-lot once the lot is no longer available.

Shade, size & natural variation

Tile is a manufactured and/or natural product. Variation in shade, tone, veining, and size between production runs (dye-lots) is normal and is not a defect. Order all tile for a project at once and confirm you have enough (plus 10% overage); we cannot guarantee a later match.

Cancellations

• In-stock orders may be cancelled for a full refund any time before they ship or are picked up.
• Special orders may be cancelled within 48 hours; after that they may be non-refundable because they are placed with our supplier.

Refund method & timing

Approved refunds are issued to the original payment method within 5–10 business days after we receive and inspect the returned tile or approve a damage claim. Original delivery/freight charges are non-refundable except where tile arrived damaged or defective.

How to start a return or claim

Email sales@thetilestore.shop or call (954) 626-0136 with your order number and (for damage) your photos. We'll confirm eligibility and next steps.