Ordering

• Please contact us to confirm product availability and estimated shipping times.
• Same-day shipping is available, subject to product availability and the time the order is received.
• Orders may be fulfilled from different locations and arrive separately.
• When placing an order, use the TileTools.com product code or manufacturer part number (MPN).
• Prices are subject to change without notice.
• Online orders placed outside our business hours (9 AM to 5 PM EST, Monday through Friday) or on weekends will be processed on the following business day.

Shipping From TileTools.com

• We ship via carriers like USPS, UPS, and freight services. For general shipping details and estimated delivery times, please visit our Shipping Details.
• Transit times provided are estimates and not guaranteed.
• The day of order processing does not count towards transit time.
• Expedited shipping options are available; please contact us to confirm availability.
• In-stock items will ship as soon as possible. Drop-ship items may require additional processing time of up to 24 hours.
• Shipping times are calculated in business days, excluding weekends.

Factory-Direct Shipping

• Lead times for factory-direct orders vary depending on the item’s availability, shipping location, and delivery address.
• Refusing a delivery or providing incorrect shipping information may result in additional delays and fees.
• "Free Shipping" applies to orders shipped within the contiguous U.S., but restrictions may apply.
• For orders outside the continental U.S. (e.g., Alaska, Hawaii, Puerto Rico, or international destinations), shipping options may be limited. Use our cart’s shipping estimator or contact us for a quote.

Freight Shipments

• Some items are shipped via freight and must be delivered to a commercial address with truck access, a loading dock, or a forklift.
• Freight transit times may be longer than standard shipments.
• Customers must inspect freight deliveries and note any concerns or damages on the delivery paperwork.
• For our full freight policy, please visit our Freight Policy.

Lost or Damaged Items

• If your order is lost, please allow up to three days after the maximum estimated delivery date or after the tracking status shows delivered before contacting us for assistance.
• Damaged or defective items should be reported immediately. Shipping-related damages must be reported within three business days. Upon review, we will issue a refund or replacement.

Cosmetic Damage Policy

At TileTools.com, we strive to deliver products in top condition. However, due to the nature of manufacturing and shipping, minor cosmetic imperfections such as scratches or dents may occur. This policy outlines our approach:

• Cosmetic imperfections that do not impact product functionality are considered normal.
• If the damage affects the product’s operation, please contact us for assistance.

Stolen Shipments

TileTools.com is not responsible for packages stolen after delivery. We encourage customers to contact their local authorities or their credit card issuer to explore potential coverage for stolen items. We can assist with filing claims through the shipping carrier, but results are not guaranteed.

Billing & Refunds

• We reserve the right to verify billing information for all orders.
• Payments may be authorized at the time of order submission. PayPal orders may be billed before shipment.
• Shipping fees are charged when the order is fulfilled.
• Refunds typically take 48 hours to process and may take longer depending on your bank.
• Orders or returns outside of 6 months from the purchase date are not eligible for a refund, though store credit may be issued at the discretion of our team.
• Check refunds can take 3 to 5 weeks to process.

Warranties & Returns

Warranty

• TileTools.com does not directly offer warranties on products. Manufacturer warranties apply where available, typically covering defects for up to one year.
• For warranty-related inquiries, please contact our customer service team prior to purchase for details on the specific manufacturer's policy.
• In some cases, the warranty process may involve sending the item to the manufacturer or an authorized service center for inspection. TileTools.com is not responsible for any fees related to this process.

Returns

• New and unused items can be returned within 30 days of delivery.
• Returns outside the 30-day window may be subject to restocking fees, and store credit may be offered as an alternative.
• Reconditioned or refurbished items are final sale and not eligible for return.
• For a Return Authorization number and further instructions, please contact us before sending back any items.

Freight Returns

For items shipped via freight, customers are responsible for ensuring the return meets LTL packaging guidelines. Contact our team for assistance with understanding these guidelines.

Terms for Returns

• All returns require a Return Authorization number.
• Customers are responsible for securely packaging the return to prevent damage in transit.
• If a return shipping label is requested, the cost will be deducted from your refund unless the return is due to our error.
• A restocking fee of 15% may apply to returns requested more than 30 days after receipt of the product.
• We offer store credit refunds as an option in lieu of a restocking fee, when applicable.
• TileTools.com has implemented a grading system to determine the condition of returned items and the applicable refund amount. Damaged returns may result in partial refunds based on the carrier’s inspection results.

Security & Privacy

Your personal information, including email and phone number, may be shared with third-party marketing platforms exclusively for TileTools.com promotions. We take your privacy seriously and have implemented industry-standard security measures to protect your information. For more details, please review our Privacy Policy.