Sales Policy

Ordering

Order Fulfillment Time: We at Tile Pro Depot understand that “Time is Money” and strive to ship your orders out as quickly as possible. Normally this means orders received by noon EST will ship the same day. Orders shipped direct from the manufacturer may take longer. You will be notified if there is a delay and be given 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: We will notify you within 24 hours if we cannot ship all the items in your order. You can then decide if you want to receive a partial shipment or wait until we have all the items in stock to ship together.

Sales Tax: Sales tax will be collected on all orders shipped to Massachusetts and Connecticut. Sales tax is calculated during the check-out process.

Need Help? If you have any questions or need assistant, please do not hesitate to contact us via our toll free number during working hours or send us a message

 

Returns

Customer SatisfactionWe at Tile Pro Depot want you our customer to be 100% satisfied with your purchases. To return product you are not satisfied with, please do the following:

  • Contact us via our online contact form within 20 days of receipt of order to let us know why you want to return your purchase. (This is to help us improve our product offerings and service … there is no wrong answer).
  • You will be given a Return Authorization Number (RNA).
    • We request that you ship the product back to us within 15 days of receiving the RNA.
    • Please 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, there is a 15% restock charge on the products returned imposed by the manufacturer.

 

Our Errors: While order processing errors are rare, they may still happen. If we made an error with your order, please notify us immediately via our contact page so we can correct the error and arrange for the return of the incorrect items. Once the return is received and verified, we will issue you a credit where applicable as well as provide a discount for your next order to make up for any inconvenience our error may have caused you.

Need Help? If you have any questions or need assistant, please do not hesitate to contact us via our toll free number during working hours or send us a message.

 

Claims

Defective Product: We at Tile Pro Depot select the products we sell with great care and strive to provide you with the highest quality and value. However, if you feel that a product purchased from us is defective, or failed to meet the manufacturer’s performance specifications, please contact us immediately and we will work with you and the manufacturer to resolved the problem to your satisfaction.

Note: It is a good idea to always read the manufacturer’s warranty prior to purchase. Tile Pro Depot is an online distributor and as such must legally defer to remedies as stated in the manufacturer’s warranty in the event a product is defective. It is ultimately the responsibility of the user/installer of the product to determine if a product is suitable for a particular application.

 

Damaged Product: Please note if a shipment is damaged when delivered to you and where possible, take pictures of the damaged shipment and contents. Then contact us immediately so we can arrange for a replacement order to be shipped and the return of the damaged product to us.

Note: With all orders delivered by LTL (Freight Carrier), it is required by the trucking firms that damaged and/or missing parcels be noted on the truck driver’s copy of the Bill of Lading (B/L) when the shipment is received in order to process damaged or missing parcel claims. It is important to check all LTL deliveries against the Bill of Lading while the truck is still at the dock to make certain that the number of units/parcels listed on the B/L have been delivered and are not damaged.

 

Warranties:

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

Product Usage Suitability: We at Tile Pro Depot will do our best to help you select the appropriate products for your installations.  But it is ultimately the responsibility of the specifier and installer, who have access to detailed information about the installation and usage conditions, and the ability to physically inspect the actual installation site, to determine if a product is suitable for a particular application.