At Plumb Tile, we design and curate our collections with the same thoughtful attention to detail that we apply to every aspect of your experience. We are confident you will love your selections for your kitchen, bath, or home project. Our policies are designed to be straightforward, fair, and respectful of your time—just like our approach to modern living.
Shipping Information
We deliver thoughtfully to your door, offering reliable shipping options to meet your project timeline.
Order Processing
All orders are processed within 1-2 business days (excluding weekends and holidays) after payment confirmation.
Shipping Methods & Delivery Times
We offer two primary shipping methods to serve our global clientele (excluding some remote regions and parts of Asia):
- Standard Shipping: Shipped via DHL or FedEx.
- Delivery within 10-15 business days after shipment.
- Flat rate shipping fee of $12.95.
- Free Shipping: Shipped via EMS.
- Available on all orders over $50.
- Delivery within 15-25 business days after shipment.
Note: Delivery times are estimates and may vary due to customs processing, holidays, or unforeseen carrier delays. You will receive a tracking number once your order ships.
Returns & Exchanges Policy
Your satisfaction is our priority. We gladly accept returns and exchanges for most items under the following conditions.
Quick Summary
- Return Window: 15 days from the date of delivery.
- Condition: Items must be unused, uninstalled, in original packaging, and in resalable condition.
- Process: Contact our team to initiate a return. An RMA number is required.
- Refunds: Issued to the original payment method within 10 business days of receiving the return.
Step-by-Step Return Process
- Your order number
- Item(s) you wish to return/exchange
- Reason for the return
- Your preference for a refund or exchange
- Repackage the item securely in its original packaging, including all manuals, hardware, and parts.
- Clearly write the RMA number on the outside of the shipping box.
- Ship to the address provided in your instructions.
- For Refunds: We will initiate a refund to your original payment method.
- For Exchanges: We will ship your new item. Price differences will be charged or refunded accordingly.
Initiate Your Return Request (Within 15 Days)
Contact our Customer Care team at [email protected] to start the process. Please include:
If eligible, we will provide a Return Merchandise Authorization (RMA) number and detailed instructions. Returns shipped without an RMA cannot be processed.
Package and Ship Your Return
Once you have your RMA number:
We recommend using a trackable and insured shipping service. You are responsible for the item until it reaches our warehouse. Original shipping charges are non-refundable.
Inspection and Refund/Exchange
Upon receipt, we will inspect the returned item(s). Once approved:
Refund Timeline and Method
Please allow up to 10 business days for your refund to be processed after we receive and inspect your return. The timing of the refund appearing in your account depends on your financial institution:
- Credit/Debit Cards (Visa, MasterCard, JCB): 3-10 business days after we process the refund.
- PayPal: Typically reflects within 24-48 hours.
Refunds are issued only to the original payment method used for the purchase. Sale or promotional discounts may be prorated for partial returns.
Items That Cannot Be Returned or Exchanged
To ensure the quality and integrity of our specialized products, the following items are final sale and cannot be returned or exchanged unless they arrive damaged or defective:
- Custom or Special-Order Products: Any item made to your specifications, including custom-cut tile, stone, or hardware with unique finishes.
- Clearance or “Final Sale” Items: Clearly marked as non-returnable at purchase.
- Opened Tile & Stone Products: Products from our “Tile and Stone” menu category that have been opened, cut, or altered. We strongly recommend ordering samples first.
- Used or Installed Items: Any product showing signs of installation, wear, or damage not present upon delivery.
*Damaged or Defective Items: If your item arrives damaged or is defective, please contact us within 48 hours of delivery at [email protected] with photos and a description. We will arrange a replacement or refund promptly.
Need Help?
Our dedicated team is here to assist you with any questions about shipping, returns, exchanges, or your order.
Email: [email protected]
For Privacy-Related Inquiries: [email protected]
We appreciate your trust in Plumb Tile for your home project essentials.