Frequently Asked Questions

If your questions are not answered on these pages, or you simply wish to speak with a Customer Service Representative, please call us toll free from anywhere in North America at 1-877-LUX TILE or by email at sales@luxetile.com.

Q. Where does the product ship from?

A. Our materials ship from a variety of different origin points.    In order to calculate shipping, please simply place the item in your cart with the quantity desired and you can get an estimate on shipping costs. 

Q. Do I have to be a trade professional to buy from LuxeTile?

A. If you are not a member of the trade, you may purchase directly from LuxeTile.  LuxeTile is a distributor providing top quality materials. from our warehouses throughout North America.  We provide these materials to both trade and consumers.   For volume orders, i.e. greater than 600 sf, we can provide discounted quotations on multiple pallet orders.   We also can ship container orders and cut to order directly from select manufacturers and delivered to your job site or distribution point of your choice.  

Q. How long will it take to receive my shipment?

A. Typically, most products are in stock and ready to ship.   Shipping times will vary depending on the location of the product vs. your delivery location. Average delivery times are approximately 4-10 business days from the confirmation of your order.  If you select an item that is Special Order, we will advise you of a more specific delivery schedule based on your product.   Please review the map at this link here with transit times.

Q.  Why can't I add multiple items to my cart?

A.  You are unable to add multiple items into your shopping cart because your internet browser is not allowing "cookies" to be written to your computer. Firewalls, virus programs, "enhanced security features", and some pop-up blockers are set to block cookies when they are installed.  You can change these security settings in your browser.

What are cookies? Cookies are bits of information created by websites that are stored on your computer in the form of a very small text file. Most internet shopping carts use cookies to keep track of user information during the shopping process. When you block cookies, you block the ability for your browser to store any information, including what you have just put into your cart. Some very large sites store your shopping information on their servers rather than on your computer, so you may have been able to use their carts with no problem. If you shop around with your cookies blocked, you will find that for the most part, shopping cart use will be very limited.

Q. Is there a minimum order requirement?

A.  The minimum order size for our products is listed on each product page and must be met in order to receive the published pricing.  Any less than full pallet orders will require special packing may incur additional crating and handling fees.   After you process your order online, we will advise you within 1 business day if these charges will apply.    .

Q. How much material do I need to order?

A. You will need to calculate the square footage of your area and then add an additional 10-15% for “waste” which includes corner cuts, accidental breakage during installation, etc.   For diamond layout patterns you should include an additional 20% as there is a larger waste factor in cutting tiles with this layout pattern.  Please also consult with your installer.   

Q. How long does it take to receive my sample order?

A. We do try to ship out sample orders the day of receipt or the next business day and will be shipped according to shipping method specified.   In certain cases, we may be in the process of updating our sample inventory for a specific item to reflect the most current lot(s) available, which may delay the sample. Back orders for samples will be shipped out as soon as they are available.

Q. How is the product delivered?

A. Some products will be shipped via UPS and some will be shipped via common carrier.   For common carrier deliveries, you can request the carrier to contact you in advance of the delivery in order to arrange a delivery time window. Shipping times vary and are not guaranteed, unless you elect a guaranteed delivery service.   We will do everything we can ensure your delivery is as seamless as possible. Additional delivery services provided by the carriers include lift gate for residential deliveries, which is a special delivery truck with an elevator lift in the back so that the product can be lowered to the ground for ease of removal.   Certain site issues should be considered when receiving your delivery.   Lift gates work only on paved surfaces and  narrow driveways may restrict how close a pallet can be delivered to your home.  In many cases he product will need to be unloaded at the end of the driveway and you or your contractor will need to either hand carry the boxes to the site or you may rent a pallet jack from a local equipment rental service to place the product where you desire.  In addition, customers can choose to receive their product at the nearest shipping terminal to avoid the cost of residential and lift gate charges. 

The trucking company is only responsible for taking the freight to the back of their truck and delivering cargo curbside, unless other arrangements have been made.  It is your responsibility to take the freight into the building.  Freight charges billed only cover you to this point.   If you request inside delivery, there is an additional charge from the trucking company and you are 100% responsible for these charges regardless of the size of your order.  It is strongly advised that you ask the trucking company exactly what that inside delivery charge will cover.  It usually means inside the door only.  Please note that these are not LuxeTile Inc.'s policies but those of most of the major cargo carriers within the U.S. Your experience may depend entirely upon your individual delivery person.  A lot of times these drivers will go above and beyond what they are required to do with a little kindness and professional courtesy. Once again, please feel free to contact us at sales@luxetile.com or call 877 LUX TILE if you have further questions.

Q. Do you ship outside the Continental US to Canada or Internationally?

A. If you are ordering outside the United States,  we will accept and fulfill orders on a case by case basis for originating orders in Canada, Ireland, United Kingdom, Alaska, Hawaii and Puerto Rico. If you are from another country, we can accept orders via email at our discretion. Most International orders would require the customer to use a freight forwarding company in the United States, Luxetile will only accept wire transfer of funds for these orders. In some cases, we can ship product direct to that country. Please email your address, country of origin and product(s) you would like to purchase. We can then advise of the process to purchase. All sales are final on International orders, no returns or refunds.

International orders are subject to increased shipping fees and in some cases the destination Countries will collect duties on merchandise that enters your Countries. We are not responsible for outlining any taxes, duties or custom broker fees by any Country outside the USA.  

Duties, Taxes, Tariffs, Brokerage fee's and all other applicable fee's that may be charged upon entry of the shipped product to Canada and is the sole responsibility of the customer.  None of these charges are included in the shipping cost quoted or calculated online.  According to our experience, the customs duites and brokerage fees may be $10 to $300 depending on the value of the shipment and broker. Canadian Taxes vary between 12%-15% with respect to the province. Duties depend on the product itself and where the product is manufactured.  You may elect to use your own broker if your material ships via comon carrier, however, we need that information at the time of order.

Q. How do I pay for the product?

A. We accept Visa, MasterCard, Discover and American Express, as well as company checks, money orders, certified checks or wire transfers. Orders must be paid for in full prior to shipping. Payment by personal or company check may delay shipment date, pending clearance of the check.

Q. How do I know that the product will be delivered in good condition?

A. LuxeTile uses a variety of reputable and proven carriers to provide you with a reliable delivery at the lowest available shipping cost. Damaged goods will either be replaced by LuxeTile, or we will provide a credit for the damaged goods.  Typically, only 1% of our orders arrive damaged.   You should also review our shipping and ordering process.

Q. What do I do if my product arrives damaged?

A. While items are not usually missing or damaged, it can happen. When it does happen it is almost always very minor and easy to correct.  Also, if there are any items that are missing or damaged, we replace them at no cost to you.  We email a delivery checklist with every order which outlines how to inspect your order once it arrives. If you note the damage at the time of delivery and submit your claim, our claims department can issue a replacement order and file a claim with the freight carrier at no cost to you.   If you are an existing customer that had a delivery and there were items either missing and or damaged, you will need to submit a claim. This is a simple form that is required and will assist us in getting the issue resolved quickly. 

Q. What is the return policy?

A.  Please find our policy here.

Q. What is considered a "Special Order"?

A. Special orders include, but are not limited to, custom orders, factory direct orders or other non-standard inventory items requiring special consideration on the part of LuxeTile for either the manufacturing or distribution process.

Q. Can I see the product before I buy?

A. Unfortunately, we are unable to show you the product at the warehouse. The warehouses we use are privately owned facilities and all products are in factory-sealed crates. We suggest ordering a lot sample and review the graphics on the website.

Q. How do I obtain samples?

A. Please see our sample policy here. 

Q.  What if I believe the product is defective?

A.  If you believe you received a defective item or found defects on products before installation, we will be happy to take care of the issue. Please follow the steps below so that your claim may be processed in a timely manner:

Call 877 LUX TILE or email and provide the following information:

• Your order number or name on the account

• Brief description of the issue

• 6 digital pictures clearly showing the issue

• Your contact information (email address/working phone number)

• Your preference for either credit or replacement

A Luxetile Representative will contact you through email within 5-10 business days to provide you instructions on how to proceed and to assist you with the entire process.

• If the digital pictures cannot clearly show the issue, you may be required to send us samples of the defective items.

• If pictures and samples are not enough, a third party inspector may be recommended to physically inspect the reported defect. An inspection fee of $225.00 will be charged to the customer and refunded should the inspection report prove that the issue is indeed a manufacturing defect.

• Luxetile will ship out replacement/issue credit for the materials AT NO COST should the claim be approved.