Shipping & Return Policy
Last Updated: September 25, 2026
Cement Tile Shop ships tile and architectural materials throughout the United States and to many international destinations. Because our products are often heavy, fragile, handmade, or made from natural materials, please review the following shipping, delivery, inspection, damage, cancellation, and return information before placing your order.
This policy should be read together with our Terms of Sale, Frequently Asked Questions, and applicable Installation Guidelines.
Shipping Destinations
Cement Tile Shop ships throughout the contiguous United States. Please contact us for freight quotes to Alaska, Hawaii, Canada, and other international destinations.
International shipping availability, pricing, and requirements vary by destination. Please contact Customer Service before ordering so that we can review the appropriate shipping options for your project.
Shipping Methods & Charges
Shipping charges are the responsibility of the customer unless otherwise stated in writing. Freight costs vary based on material weight, destination, delivery type, carrier requirements, and any additional services requested.
Samples and smaller shipments are generally shipped by parcel carrier such as UPS or FedEx. Larger tile orders are typically shipped by common carrier using LTL (less-than-truckload) freight service.
The shipping method selected or quoted may occasionally need to change because of shipment weight, dimensions, carrier pickup schedules, destination requirements, or other transportation factors.
Special shipping circumstances, including split shipments, shipments from multiple warehouses or ports, special-order freight, or customer-requested delivery arrangements, may result in additional charges. We will contact you when additional arrangements or charges are required.
Processing & Transit Times
In-stock orders typically ship within one to two business days from our warehouse locations. Transit time is generally approximately two to seven business days after an order leaves our warehouse, although actual delivery time may vary.
Processing and transit times are estimates and can be affected by order size, inventory availability, carrier schedules, weather, holidays, port or customs conditions, and other circumstances outside Cement Tile Shop's reasonable control.
If an item is backordered or unavailable, we will contact you regarding available options.
Special-order and custom-product lead times vary by product and factory. Many custom and special-order cement tiles require approximately 8–16 weeks, but the estimated lead time provided with your product, quote, or order should be used for your particular project. Production and delivery dates are estimates and are not guaranteed.
Freight Delivery
LTL freight deliveries are generally curbside and arrive on a pallet. The driver will normally unload the pallet from the truck at the curb or designated delivery point. The customer is responsible for moving the material from the delivery point into the home, business, or jobsite.
Someone must be available to receive and sign for the shipment. Freight carriers will generally contact the recipient to arrange a delivery appointment when required.
A commercial freight address is determined by the carrier and typically includes appropriate commercial access such as a loading dock, warehouse, or forklift capability. A business operating from a residential property is generally considered a residential delivery.
If a residential address is incorrectly entered or identified as a commercial delivery location, any resulting carrier charges will be the customer's responsibility.
Additional services such as liftgate service, inside delivery, limited-access delivery, redelivery, storage, or reconsignment/address changes may result in additional charges and may not be available at every location. Charges for customer-requested or carrier-required additional services are the responsibility of the customer unless otherwise agreed in writing.
Receiving & Inspecting Your Shipment
Someone must be present to receive and inspect freight deliveries. Before the driver leaves, please:
- Confirm the number of pallets, cartons, or other shipping units received.
- Inspect the outside of the shipment for visible damage.
- Check for obvious shortages or incorrect material.
- Clearly note any visible damage, shortage, or discrepancy on the driver's delivery receipt or bill of lading before signing.
- Take photographs of any visible damage, including the pallet, cartons, packaging, and damaged material when possible.
Do not sign the delivery paperwork as being free of damage if visible damage is present. Failure to note visible damage on the carrier's paperwork may prevent or significantly limit a freight claim.
Please do not refuse a shipment solely because damage, shortages, or an incorrect quantity is visible unless Cement Tile Shop specifically instructs you to do so. Accept the shipment, document the issue in detail on the delivery paperwork, and contact us promptly.
Refusing a shipment can result in return freight, storage, redelivery, or other carrier charges.
Shipping Damage, Shortages & Incorrect Material
Shipping damage is uncommon, but it can occur. Claims involving damaged material, shortages, or incorrect product must be reported to Cement Tile Shop within three (3) days of delivery.
Visible freight damage or shortages must also be noted on the driver's delivery receipt or bill of lading at the time of delivery. Supporting photographs and documentation will be required.
Some damage may not be visible until cartons are opened. If concealed shipping damage is discovered after delivery, stop unpacking as necessary, retain the material and packaging, take photographs, and contact Cement Tile Shop within three (3) days of delivery. Concealed-damage claims are subject to the freight carrier's claim requirements and approval.
Cement Tile Shop will assist with properly documented freight claims and, when appropriate, the process for replacement material. Freight claims remain subject to the applicable carrier's rules and claim procedures.
Do not discard damaged material, cartons, pallets, or other packaging until Cement Tile Shop or the freight carrier advises that they are no longer required for the claim.
Inspect Material Before Installation
After delivery, the customer and installer must inspect the entire order before material is cut or installed. Confirm the product, quantity, pattern, color, dimensions, and overall appearance, and identify any damage or other concerns before installation begins.
If you believe material is incorrect, defective, damaged, or otherwise unsuitable, stop and contact Cement Tile Shop before cutting or installing the material.
Material that has been cut, altered, or installed cannot be returned. Installation constitutes acceptance of visible characteristics that reasonably could have been identified before installation.
Handmade and natural materials may have variations in color, shade, dimensions, thickness, texture, edges, veining, aggregate, surface finish, and other characteristics. These characteristics are generally not considered shipping damage or product defects. Please review our Frequently Asked Questions and Terms of Sale for additional information regarding handmade and natural variation.
Project Scheduling
We strongly recommend that customers do not schedule installers, demolition, or other time-sensitive project work until all required material has arrived, has been fully inspected, and has been determined to be acceptable for installation.
Although shipping damage, shortages, backorders, and transportation delays are uncommon, they can occur. Cement Tile Shop is not responsible for installation labor, scheduling costs, project delays, or other expenses resulting from work scheduled before the required material has been received and inspected.
Ordering Enough Material
Customers are responsible for confirming project measurements and required quantities with their installer, contractor, or other qualified professional before ordering.
For most tile installations, approximately 10%–15% additional material is commonly ordered for cuts, waste, layout preferences, and future repairs. Complicated layouts, diagonal installations, unusual room shapes, patterned installations, or projects requiring extensive cuts may require additional overage.
Because handmade and natural materials may vary between production runs, batches, and raw-material lots, we strongly recommend ordering all material required for the project at the same time. An exact match cannot be guaranteed if additional material is ordered later.
Local Pickup
Local pickup is available from our warehouse locations in Tampa, Florida and Phoenix, Arizona. Pickup orders must be arranged in advance and require an appointment.
Please contact Cement Tile Shop before traveling to a warehouse to confirm that your order is ready and to obtain pickup instructions. Warehouse pickup or handling fees may apply.
Customers picking up material are responsible for providing an appropriate vehicle and for safely securing and transporting the material after pickup.
International Shipments, Duties & Taxes
Unless specifically stated otherwise in a written quote or order, international freight charges do not include destination-country VAT, import duties, customs charges, brokerage fees, taxes, or other import-related costs.
These charges are generally the responsibility of the purchaser, recipient, or importer of record and may be collected by the applicable customs authority, carrier, customs broker, or other party involved with the import.
Import requirements vary by country. Customers are responsible for confirming applicable import requirements, taxes, duties, and fees for their destination before placing an international order.
Returns
Because many Cement Tile Shop products are handmade, custom, made to order, or produced specifically for a project, return eligibility varies by product.
Handmade, custom, made-to-order, and special-order products are final sale and are not returnable except where Cement Tile Shop has shipped incorrect material, verified a product defect, or another remedy is required by applicable law.
Any other return must be specifically authorized by Cement Tile Shop in advance. No material should be returned without a Return Merchandise Authorization (RMA) or other written return authorization.
An authorized return may be subject to a 30% restocking fee, original and return shipping charges, and other applicable freight charges. Authorization of a return is determined based on the particular product and circumstances. The existence of a restocking fee does not mean that material otherwise designated as final sale is returnable.
Material must be returned in its original, unused, uninstalled, uncut, and otherwise unaltered condition. Material that has been installed, cut, altered, damaged after delivery, or otherwise changed from its original condition is not eligible for return.
Approved return credits will be processed after the material has been received and inspected at our warehouse. Any applicable restocking, shipping, or other authorized charges will be deducted from the credit.
Incorrect or Defective Material
If you believe you received incorrect or defective material, do not install, cut, alter, or discard the product. Contact Cement Tile Shop promptly at (800) 704-2701 or customerservice@cementtileshop.com and provide photographs and other information reasonably requested so that we can review the issue.
Returns, replacements, or other remedies for verified incorrect or defective material require prior authorization from Cement Tile Shop.
Order Cancellations & Changes
Cancellation or order-change requests should be made as soon as possible. Requests received within 24 hours of purchase will be considered, but cancellation cannot be guaranteed once an order has entered processing, been transferred for shipment, or shipped.
Custom and made-to-order products cannot be canceled once production has begun.
If an order has already shipped, it is no longer considered a pre-shipment cancellation. Any return must meet the return eligibility requirements above and receive prior authorization. When a shipped order is authorized for return, the customer is responsible for applicable original freight, return freight, and a 30% restocking fee unless otherwise agreed in writing.
Questions or Claims
If you have questions about shipping, delivery, damage, returns, or an existing order, please contact us:
Cement Tile Shop
Phone: (800) 704-2701
Email: customerservice@cementtileshop.com