Shipping policy

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.
  • All deliveries are curbside only. Additional delivery services, such as inside delivery or other special handling, may be available in certain areas and are subject to additional fees. Please contact us in advance to confirm availability and pricing for any additional delivery services.
  • Tilefy ships to locations across the 48 contiguous United States. We currently do not sell or ship outside this area.

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.
  • Order Quantity & Missing Material: Customers are responsible for inspecting their order and verifying the quantities received upon delivery. Any missing cartons, pieces, or other discrepancies must be reported to Tilefy within 72 hours of delivery. Claims for missing material submitted after 72 hours may not be eligible for replacement, refund, or credit.

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

  • Unauthorized or unnecessary refusal of a shipment may result in additional return freight, redelivery, and/or handling charges being charged to the customer.

  • If significant damage is found, you may refuse the shipment. Please inform Tilefy immediately to arrange a resolution.

  • Please do not refuse a shipment for minor damage or for reasons unrelated to significant shipping damage without first contacting Tilefy.
  • If only a portion of the shipment is damaged, please accept the delivery, clearly note the damage on the BOL, take photos, and contact Tilefy. We will work with you to resolve the damaged portion as quickly as possible.