At TileToolsHQ we take your order seriously, and we do our best to ship out orders in a timely manner, most orders ship in the same day, otherwise the next business day. See our shipping policy below for details. We also believe in hassle free returns and worry free replacement on damaged or defective items, see our full returns policy down below for more details.
*Please bear in mind that the day an item ships does NOT count as a shipping day. For example if your order ships on Mon by FedEx then next day would put delivery on Tue, 2nd day air would put delivery on Wed, and express saver (3day) would put your delivery on Thur, and if ground is a 5 day deliver to you then the following Mon would be the delivery time. If you have any questions regarding delivery times please don't hesitate to call us!
Pricing
We do our best to save you money on shipping, look in the description of the product for details regarding shipping costs. Be aware Flat Fee or Flat Rate shipping means we will ship in the most cost conscious manner. Items marked each or ea. means the price shown is per item, otherwise it's regardless of quantity. On heavy items or even items that come back with a seemingly high quote from the cart, please call us so we can look into your order individually to get the best rate.
Orders
- We accept Visa, Master Card, American Express, Discover Card & Pay-Pal.
- Applicable sales tax will be added to orders from Arizona residents.
- Phone lines are open from 7:00 am to 4:00 pm Monday thru Friday Arizona time.
- Se Habla Español
- We reserve the right to further verify orders from first time buyers, this is to help protect us and our customers from fraud.
- In rare cases items may vary from images seen online. If there is a concern please give us a call!
Multiple Product Orders
For a multiple product order, we will ship all products contained in the order at the same time. If some, or one of the products is unavailable we will hold the order and ship all at once, unless otherwise noted with the order. We will contact you right away if a product is unavailable to make the best arrangement for you. But if you cannot be reached we will automatically hold the order until all products are available to ship.
Out-of-Stock Products
Usually, products ship the same day if ordered by 11:00 AM Arizona time, or by the next business day if your order is received after. For orders received on Saturday, Sunday or any major holiday they will ship the next business day. However, there may be times when the product you have ordered is out-of-stock which will delay fulfilling your order. We will keep you informed of any products that you have ordered that are out-of-stock and unavailable for immediate shipment, and when we expect they can be shipped. You may cancel your order at any time prior to shipping.
Special Order Products
Allow for a 1-2 week lead time for special order items. If more time is needed TileToolsHQ will contact you. Special order items cannot be returned or refunded. Replacements can be sent for manufacturer defects.
Order Cancellation
Orders may be cancelled any time before they are shipped (we pride ourselves on getting items shipped to our customers in a timely manner so generally speaking we ship within 24 hours of placing the order, unless it falls over the weekend). Orders in transit may be refused, once we receive the product back a refund can be issued minus shipping fees (including free shipping items).
Order Acceptance
Your receipt of an electronic or other form of order confirmation does not signify our acceptance of your order, nor does it constitute confirmation of our offer to sell. TileToolsHQ reserves the right at any time after receipt of your order to accept or decline your order for any reason or to supply less than the quantity you ordered of any item.
Returns Policy
We fully cover within 30 days of purchase- including return shipping, on products that are damaged, defective, or mis-ships (we hope this doesn’t happen often!). Please call, or email us right away should there be a problem 844-309-2945 or fulfillment@tiletoolshq.com and if possible please provide pictures. Please call us prior to returning any item to ensure it doesn’t get lost or misplaced by worker bees. We will give you a return authorization number.
Customer satisfaction is important to us! If you are not satisfied with any item purchased from us, you may ship it back to us, within 30 days, with a copy of the invoice/packing slip for refund or in store credit. (If your dog ate the packing slip please call us we can work it out!) I know this is a no brainer, but we do need returned items to be in saleable condition, unless it was damaged or defective. Refunds will be credited back to the original card used, store credit will be issued to the account the order was placed under.
Sorry but items designated as a special order or clearance cannot be returned. All special order or clearance items are non-refundable unless an error was made on our part.
Repairs on power tools that are not DOA must be handled by the manufacturer’s warranty. Most manufacturers carry a 1 year warranty and can assist in the repair or replacement of your product. Warranty claims must be filed by the customer directly with the manufacturer.
If you have any questions regarding returns that haven't been addressed, please feel free to call us at 1-844-309-2945 or email via the contact us page and someone will get back to you within 24 hours.
Shipping Policy
Shipping Time -- Most orders received before 11:00 AM Arizona time will ship the same day, provided the product ordered is in stock. Most orders received after 11:00 AM Arizona time will ship the next business day. Orders are not processed or shipped on Saturday or Sunday, OR HOLIDAYS except by prior arrangement.
- No minimum order.
- Items marked as free shipping will not be charged shipping. Unless expedited shipping options are selected.
- We ship most items from our AZ warehouse. Some items may ship directly from the manufacturer.
- In order to comply with VOC regulations and other environmental quality statutes employed by some states, TileToolsHQ may send regulated materials in smaller containers.
- Some items including large and heavy equipment must be shipped by truck to a commercial address. These items will generally be designated in the items description.
- Pictures should be sent to us upon receipt when there is physical damage to the exterior of the packaging. fulfillment@tiletoolshq.com
- Free shipping on selected items applies to orders placed in the Continental U.S. only. Free shipping does NOT include expedited shipping. Expedited shipping is quoted separately on free shipping items. We reserve the right to select shipping methods and carriers for Free Shipping items.
- Flat Rate & Flat Fee shipping options will be shipped by carrier of our choosing. Flat Rate & Flat Fee ship options may be charged additional fees per item, please refer to the products shipping description.
- Additional Charges such as duties and taxes will apply to shipments outside of the Continental U.S.
- Transit times will vary according to your location, 3-5 business days is a good rule of thumb, give us a call if transit time is a concern.
- Pallet sized orders, oversized items, and heavy items that exceed normal carrier limits will need to be shipped via a freight carriers or trucking companies to your location. Bear in mind these companies charge more for residential locations so if you can arrange a commercial location it will be less expensive.