Terms and Conditions

General

All of the material we sell is subject to minor differences in shade, tone, dye lot, size, etc., and may vary from original samples.  Unless otherwise stated, all products are first quality material.

Payment Options

For your convenience, LuxeTile, Inc. accepts American Express, Visa, and Mastercard. We also accept cash, money orders, and personal checks.

For orders paid for via cash, check or money order:

Your order will not be placed or shipped until after your payment has been received and processed. This process generally takes between 7-10 business days from the time your payment is received. Orders paid for by certified bank check or money order will ship upon receipt of payment or as soon as product is available.  Returned checks will be subject to the maximum returned check fee allowed by law.  

Charge Policy: Because the majority of our products are special order, your credit card will be charged at the time that you place your order. In order to clarify any confusion, this is because we place orders with the manufacturers on your behalf. Once we order the items, we are often unable to cancel or must return and pay a restocking fee. Therefore we consider this charge a "100% deposit". If you have any questions or concerns regarding this policy, please call us toll free at 877 LUX TILE. 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.

Pricing & Availability: LuxeTile, Inc. makes every effort to get your order to you as soon as possible. In-stock items are generally shipped within 24 to 48 hours. If there is a problem with your order you will receive an email stating more details within one business day. Items shipped by UPS Ground may take longer, depending on your location. Special and Custom orders may also take longer to process. All vanities are special orders. Ask our Sales Representatives for shipping details when you place your order.

Delivery

You will receive a link to the delivery instructions in your order confirmation which utlines the procedure for properly inspecting an order when it is delivered or picked up. We will always replace any item that is missing or damaged providing it was noted on the paperwork you signed at the time you received the order and submit your claim within 3 business days from receipt. No claims will be allowed without such notes being made. You must save any damaged material and have it available for pick up. If you submit a claim for damaged material and do not have the damaged material for us to pick up, you will be billed for the replacement material and the freight to get it to you. If you refuse an order, you will be charged the original freight cost, the return freight cost, and any restocking fees that might apply. Unless other arrangements have been made, you must be at the delivery address, or have someone there to assist in unloading the order. The drivers will not unload the materials on their own. If you have someone other than yourself at the delivery address, that person must be able to inspect the order on your behalf.  You agree to abide by our Delivery Instructions.

If you believe your product is defective you will need to file a claim, pre-pay the claim inspection fee which is $225. We would arrange an inspection by a certified inspector in your area. If the claim is valid, you would be refunded the inspection fee and the claim would be resolved according to the manufacturer's guidelines. If the claim is turned down, you would not be refunded whatsoever.

Warranty Information

All products are covered by the manufacturer’s warranty as well as any other warranty required by law. General warranty information for each manufacturer may be obtained by contacting the manufacturer directly. If you have more specific warranty information questions, please call Customer Service at 877 LUX TILE.

Order Quantity

The quantity ordered is the responsibility of the purchaser.  In general an additional 15% to 20% square footage should be ordered due to the loss that occurs during the installation process when fitting tile in an area.   

We also have minimum order requirements on certain products.   If you order less than the minimum you may be subject to additional charges.   A sales associate will contact you to discuss any additional charges. 

Change or Cancel an Open Order

All special/custom orders are NON-RETURNABLE AND NON-CANCELLABLE.  Special or custom orders may only be cancelled within the first 24 hours of placing the order. No returns or exchanges are allowed on special or custom orders beyond the first 24 hours of placing your order.

Add an Item to your Open Order: If you have already placed an order but it hasn’t been shipped yet, you can add a new item to your existing open order. Please call our Sales Department at 877 LUX TILE to handle your request. If your order has already been sent out, you can shop online for that item or call our Sales Department to place your next order.

Returns

All returns must be pre-approved.  For any stock items, once the order has shipped, you will be subject to a 30% restocking fee for any items that returned/exchanged for any reason other than a product defect or damage.  

You must call us for a Return Authorization number (RA#) by calling toll free our Customer Service at 877 LUX TILE .Please make sure you write this number on the outside of the box you send back to us. Returns without an RA# will be refused or if accepted, will be subject to a 50% restocking fee. Returns/Exchanges will not be accepted after 30 days from when you receive your shipment or if accepted will be subject to a 50% restocking fee..

ITEMS MUST BE RETURNED IN THEIR ORIGINAL PACKAGING AS SHIPPED BY LuxeTile, Inc. ANY ITEMS RETURNED IN PACKAGING OTHER THAN THE ORIGINAL PACKAGING WILL BE REFUSED.  Also, the product being returned would need to be packaged properly according to the requirements of the freight carrier being used. If you return any merchandise that is not packaged properly, and there is damage as a result, you would be responsible for any loss incurred, and that loss amount would be deducted from any credit you might be due.

NEVER REFUSE A DELIVERY: Refused shipments incur additional costs and decrease the chances of getting a resolution in a timely manner.

Order Status & Tracking

You will receive an email notification with shipper and tracking information once your order has shipped. If you have further questions regarding your order, please call Customer Service at 877 LUX TILE.

Product Price, Description & Color Policy

While we take measures to ensure that our web site reflects accurate product information and pricing, sometimes an error can appear on the site. We are not responsible for misrepresentations or errors found on the site. Additionally, colors often vary depending on monitor settings and screen resolutions, and may not always display accurately on your screen.

Expedited Orders and Rush Delivery

If you would like to expedite your order and rush deliver a product, please call our Sales Department to inquire about product lead time and availability. If an item is in stock, it will usually ship the same day. If it is not in stock, we may be able to have it shipped directly to you from the manufacturer as soon as it becomes available, or we can arrange to have it delivered to you as soon as we receive it. Additional charges may apply for expedited and rush orders. Again, please call us at 877 LUX TILE for more information.

Sales Tax

We do not collect sales tax on items purchased at LuxeTile, Inc, except for deliveries within the Tennessee,  deliveries are charged state sales tax which is calculated during checkout.