At Tilefy, we are committed to delivering your orders safely and efficiently. Please review the following guidelines to ensure a smooth delivery and return process:

Shipping Process

• Orders are processed within 1-2 business days.
• Standard lead times for shipping and processing are typically 5-7 business days, depending on your location and product availability.
• Once your order ships, you will receive tracking information to monitor your delivery.

Delivery Inspection

• Upon delivery, carefully inspect all items and compare them with the Bill of Lading (BOL). Any discrepancies or visible damage must be noted on the BOL before signing.
• Failure to note damages at delivery may affect the claim process.

Damaged Shipments

• If your shipment arrives damaged, document the issue with photos and notify Tilefy within 48 hours of delivery. Claims submitted after this period may not be accepted.
• For concealed damage discovered after delivery, contact us within 5 business days with supporting documentation to initiate a claim.

Refusal of Delivery

• If significant damage is found, you may refuse the shipment. Please inform Tilefy immediately to arrange a resolution.
• Please do not refuse a shipment unless damage is clearly visible. Unapproved refusals may result in additional freight charges. In such cases, customers may be responsible for round-trip shipping costs and a restocking fee of 15%
• Refusals due to scheduling conflicts, lack of preparedness, or change in project timing without advance notice will be considered unapproved.

Special Shipping Locations

• Additional charges apply for shipping to Alaska, Hawaii, Puerto Rico, and the U.S. Virgin Islands.
• Extra charges may also apply for hard-to-reach areas, including military bases or locations only accessible via ferry. These charges will be assessed after your order is processed. You will be contacted to approve and pay any applicable fees before we ship your order.

Return Policy

At Tilefy, we want you to be completely satisfied with your purchase. If you need to return an item, please review the following guidelines:

Return Eligibility

• Returns are accepted within 30 days of receipt of the product.
• Items must be in unopened, unused, and resellable condition to be eligible for return.

Restocking Fee

• A 15% restocking fee will apply to all returned items.

Shipping Costs

• The customer is responsible for all return shipping costs. We recommend using a trackable shipping service or purchasing shipping insurance to ensure your return is properly received.

Return Process

1. Contact our customer support team within 30 days of receiving your order to request a return authorization (RA).
2. Once approved, securely package the items and ship them back to the provided address.
3. Once your return is received and inspected, we will issue a refund for the purchase amount, minus the restocking fee.

Non-Returnable Items

• Custom, special order, or clearance items are not eligible for return.

For further assistance, please contact our customer support team at info@tilefy.com. We're here to help!