At Home Tile Center of NY, we are committed to delivering your products safely, efficiently, and at the most reasonable cost possible. Please review our shipping policy below to understand how your order will be processed and delivered.

Shipping Info

It's important to note that certain products may be shipped directly from either the vendor and/or Amazon rather than our local store. Consequently, shipping and delivery times can vary due to factors such as distance, the chosen carrier, and unforeseen circumstances that may arise during transit.

For oversized or heavy items, additional shipping charges may apply after the initial order is placed. We will contact you to confirm and approve any necessary adjustments before processing the order. Examples of items that commonly require additional shipping adjustments include (but are not limited to):

• Large Boards & Panels
• Trim and Profile Pieces
• Multiple 50 lb+ Mortar Bags
• Multiple 5 Gallon+ Buckets
• Tiles & Porcelain slabs that require LTL Freight

Once you have received your shipment, follow the instructions below:

• Make sure received items match the packing slip.
• Inspect and verify the condition of the items received from shipper.
• If items arrived damaged, take photos of the item and box condition.
• Contact us with any concerns.

Shipping Options Provided

Standard Shipping
Most online orders are shipped via UPS or FedEx. Processing and handling times may vary depending on product availability. Some items may require additional lead time. You will receive tracking information as soon as your order ships.

Expedited Shipping
Need your order fast? We offer expedited shipping options on a case by case basis. Please call or email us before placing your order in order to arrange faster delivery (where possible). Expedited shipping may not be available in every case.

Local Truck Delivery
For orders within the New York City area that require freight shipping due to combined item weight or size, we offer a $250 flat-rate local delivery option. Orders outside the NYC area, require a third-party freight service.

In-Store Pickup
We offer free in-store pickup for all online orders. Just select the Local Pickup option during checkout and we’ll notify you when your order is ready for pickup. Some items may take longer to prepare than others.

In-Store Pickups

Customers who choose to pick up merchandise from Home Tile Center of NY must ensure they have a suitable and safe vehicle for transportation. They bear full responsibility for the pick-up and transportation of the merchandise. While Home Tile Center offers assistance in loading purchased items as a courtesy to customers, it is the customer's duty to communicate any concerns about the load's weight or safety to the employee assisting them.

Home Tile Center reserves the right to refuse or discontinue loading service. It is the customer's sole responsibility to secure the merchandise properly and ensure it is adequately loaded and secured before leaving the premises. Home Tile Center cannot be held liable for any damages incurred to vehicles during the loading process. If equipment or machinery is being used, customers must maintain a minimum distance of ten feet from the operation and take necessary precautions to protect themselves from potential harm.

CUSTOMER ASSUMES FULL RESPONSIBILITY FOR LOADING AND/OR TRANSPORTATION OF MERCHANDISE AND RELEASES HOME TILE CENTER OF NY FROM ANY LIABILITY, DAMAGES OR CLAIMS ARISING OUT OF CUSTOMER'S PICK UP AND/OR TRANSPORTATION OF MERCHANDISE.

Website Returns

At Home Tile Center, we want you to be happy with every order. If something isn't right, here's how returns work.

Starting a return

• Make sure you are returning an unopened product in the same condition as it was shipped. Items that have been opened cannot be re-sold and therefore are not eligible for a refund unless there's a defect with the product.
• Contact us within 90 days of your purchase date to request a return.
• Every return needs a Return Authorization (RA) number before you ship it. Returns that arrive without an RA may be refused or delayed.
• Once you have your RA, you have 30 days to send the item back.

To request an RA, email onlinesales@hometilecenterofny.com or call (718) 361-9401 with your order number and the reason for the return to start the return process.

Items that can't be returned

• Clearance items are final sale.
• Special orders and custom orders can't be cancelled, returned or refunded once the order is placed.

Tile-specific terms

• Shade and lot variation: Natural variation between production lots is normal and isn't a defect. Please order enough material for your whole project, including overage, from a single lot.
• Full boxes only: We can only accept tile returned in full, unopened boxes.
• Inspect before installing: Check all material before you install it. We can't accept returns or claims on tile that has been installed.
• Freight deliveries: Note any visible damage on the delivery receipt before signing, and tell us within 48 hours. Make sure to photograph all damage when receiving your shipment.

Return shipping

• FREE return shipping if there is any defect with your item or if we had made a mistake with your order.
  
• If you'd like, we can send you a prepaid return label.
• Please pack returns carefully. Items must arrive in re-sellable condition. If damaged in transit, see next section.

Damage during return shipping

• If you used a Home Tile Center label: we'll file the claim with the carrier.
• If you used your own label: you'll need to file the claim with your carrier.

Refunds

• Refunds are processed within 2-4 business days after we receive and inspect your return.
• Refunds go back to your original payment method in U.S. dollars.
• We may need to verify billing information before we issue a refund.

Questions?

Email onlinesales@hometilecenterofny.com or call (718) 361-9401.