Refund policy

Tile Crate Refund & Return Policy

Return Window Returns are accepted within 15 days of delivery for eligible items in original, unopened, undamaged packaging.

Restocking Fee A 30% restocking fee applies to all returned tile orders. This reflects the cost of re-palletizing, re-inspection, and restocking heavy freight items.

Return Freight The customer is responsible for all return freight costs unless the return is due to our error or a manufacturer defect. Return shipments must use a freight carrier; standard parcel return labels are not applicable for tile orders.

Damaged or Defective Tile

• Report damage or defects within 48 hours of delivery with photos.
• We will replace defective tile or issue a credit at our discretion.
• Tile damaged due to improper installation or handling is not eligible for return.

Non-Returnable Items The following items are final sale and non-returnable:

• Custom-cut or special-order tile
• Clearance or discontinued items (marked as such at time of purchase)
• Tile that has been installed, cut, or altered in any way
• Orders where fewer than full cartons remain (partial carton returns are not accepted)

Order Cancellations Orders may be cancelled before shipment for a full refund. Once a freight shipment has been picked up, cancellation is not possible and standard return terms apply.

How to Initiate a Return Contact us at info@tilecrate.com with your order number and reason for return. We will provide a Return Merchandise Authorization (RMA) number and freight instructions. Do not ship items back without an RMA.