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Sales Policy

Sales Policy

Sales Policy

Ordering

Order Fulfillment Time: We at Tile Pro Depot understand that “Time is Money” and strive to ship your orders as quickly as possible. Orders received by noon EST will normally ship the same day. Orders shipped directly from the manufacturer may take longer, and you will be notified if there is a delay along with the option to cancel the order free of charge.

Order Cancellation: Orders not designated as Special Orders may be cancelled free of charge if cancellation is done and approved by us prior to shipment.

Backorders/Out of Stock: If we cannot ship all the items in your order, we will notify you within 24 hours. You can then decide if you want to receive a partial shipment or wait until all items are in stock for a combined shipment.

Sales Tax: Sales tax will be collected on all orders shipped to Connecticut. Sales tax is calculated during the checkout process.

Need Help? If you have any questions or need assistance, please contact us via our Customer Service email.

Returns

Customer Satisfaction: We want you to be 100% satisfied with your purchases. To return a product you’re not satisfied with, please follow these steps:

  • Contact us via our online contact form within 20 days of placing your order and let us know why you want to return your purchase (this helps us improve our product offerings and service).
  • NOTE: ALL SPIN DOCTOR SALES ARE FINAL. NO RETURNS ARE ACCEPTED.
  • You will be given a Return Authorization Number (RNA).
  • Ship the product back to us within 15 days of receiving the RNA.
  • Write the return authorization number on the outside of the package(s) containing the returns.
  • Credit will be given for returned products that are in complete units (i.e., unopened bags of thinset) and in resalable condition. On TileWare products, a 25% restock charge applies, and similar charges may apply from other manufacturers.

Our Errors: If we make an error with your order, please notify us immediately via our contact page. We will correct the error, arrange for the return of the incorrect items, issue a credit where applicable, and provide a discount for your next order.

Need Help? If you have any questions or need assistance, please contact us via our toll-free number during working hours or send us a message.

Claims

Defective Product: We carefully select the products we sell, but if you believe a product is defective or does not meet the manufacturer’s specifications, please contact us immediately. We will work with you and the manufacturer to resolve the issue to your satisfaction.

Note: It is recommended that you read the manufacturer’s warranty before purchase. As an online distributor, Tile Pro Depot must defer to the manufacturer’s warranty remedies if a product is defective. Ultimately, it is the responsibility of the user/installer to determine whether a product is suitable for a particular application.

Damaged Product: If a shipment is damaged upon delivery, please take photos of the damaged shipment and its contents, then contact us immediately. We will arrange for a replacement order and for the return of the damaged product.

Note: For orders delivered by LTL (Freight Carrier), it is required that any damage or missing items be noted on the truck driver’s copy of the Bill of Lading (B/L) at delivery. Please check all LTL deliveries against the B/L while the truck is still at the dock to ensure all parcels are delivered and undamaged.

Warranties

Manufacturer Warranty: Products sold through Tile Pro Depot are covered by the warranties offered by the product manufacturer. For detailed warranty information, please click on the Warranty Information link on the specific product page.

Product Usage Suitability: We will do our best to help you select appropriate products for your installations, but the final responsibility for determining whether a product is suitable for a particular application lies with the specifier and installer, who have detailed information about the installation conditions.