Information about our return and cancellation policies

Information about the shipping options available to you

Important warranty information for PlumbTile's products

Our charge policy on your credit card

Our low price guarantee and price matching policy

Returns & Exchanges

* A return cannot be accepted without a return authorization number (RGA). The RGA can be obtained by completing this form and faxing it to us at 858-300-8871. This form will need to be filled out prior to shipment. The RGA number must also appear on the box that is being returned. Returns without a RGA number will be refused.

• There is a minimum of 35% restocking fee on merchandise returned/exchanged for any reason other than a product defect or damage.
• If you are not 100% sure of your order, please call or e-mail the customer service department.
• Orders may be cancelled prior to shipment. If an order is shipped prior to cancellation, it is subject to a minimum restocking fee of 35%.
• Please inspect your package immediately upon receipt for shipping damages. You must notify us within three (3) days of receipt of any shipping damages. We cannot take responsibility for shipping damages beyond this point.
• We recommend that all items be professionally installed.
• Modifying a product in a permanent way is considered to be physically damaging to the product and will void the warranty.
• Returns/Exchanges will not be accepted after 30 days from when you receive your shipment.
• ITEMS MUST BE RETURNED IN THEIR ORIGINAL PACKAGING AS SHIPPED BY PLUMBTILE.COM. ANY ITEMS RETURNED IN PACKAGING OTHER THAN THE ORIGINAL PACKAGING WILL BE REFUSED.
• When returning a product to PlumbTile, please INSURE THE PRODUCT WITH THE FREIGHT CARRIER at the price you were charged by PlumbTile (you can look up the price on your confirmation or on the PlumbTile web site). Returned products will be refused by PlumbTile if the product is damaged on receipt at the PlumbTile warehouse. ALL CLAIMS MUST BE MADE WITH THE FREIGHT CARRIER. It is not PlumbTile's responsibility to make claims on behalf of the customer with the freight carrier. NO CREDIT WILL BE ISSUED BY PLUMBTILE ON PRODUCTS THAT ARE BROKEN IN TRANSIT ON THEIR WAY BACK TO OUR WAREHOUSE.
• However, we cannot accept returns for items damaged in transit where that damage is not reported to us within 3 days of a customer accepting that shipment. Damages must be reported immediately. Note damage on delivery ticket. If damage is severe enough to render product inoperable or unusable, please refuse shipment and contact us immediately.
• Special orders are non-cancelable and non-returnable.

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Shipping

PlumbTile provides FREE shipping by UPS Ground serving the 48 Contiguous States in the U.S. for every product featured on our web site. For orders outside the 48 Contiguous States, a shipping charge will be calculated based on the delivery location, weight of the product, as well as additional factors such as crating and foaming. This shipping charge will not show up at the time of checkout. Instead, a customer service representitive will contact customers by phone and/or e-mail to confirm the shipping charge prior to processing the credit card payment. For items that are shipped by common carrier, we can provide curbside delivery only.

A flat rate Handling Charge of $19.99 is added at the time of checkout to all orders. If your order has multiple items that get shipped in several packages (to the same address), you will not incur any additional handling charges. The handling charge is per order, and not per item - meaning that regardless of the number of items purchased, a flat rate handling charge will apply.

For orders in Alaska, Hawaii, Puerto Rico, outside continental US and Canada, please email us (info@plumbtile.com) for a shipping quote.

Certain items, such as tubs, toilets, basins, sinks, mirrors, mirror cabinets, and tile are shipped by common carrier. These are usually shipped direct from the manufacturer. Allow a 5-7 working-day delivery time for common carrier deliveries, unless requesting expedited or rush deliveries.

Expedited Orders and Rush Delivery:

If you would like to expedite your order and rush deliver a product, please email us (info@plumbtile.com) to inquire about product lead time and availability. If an item is in stock at PlumbTile, 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.

Sales Tax:

We do not collect sales tax on items purchased at PlumbTile, except for deliveries within California. California purchases are charged 7.75% state sales tax, which is calculated during checkout.

Product Inspections:

We hope that your order arrives safely and that you are satisfied with your purchase. However, please remember that when the order arrives it is your responsibility to ensure that the product has not been damaged during shipping by the freight company. Inspect the box for external damage, remove the packaging and inspect the contents for any physical damage in the presence of the delivery driver. If there is any damage, visible or not, you must indicate such on the delivery receipt. When you sign the delivery ticket and do not note any damage, the unit becomes your property.

Again, please take the time to inspect the delivery and if there is any damage be sure to note it on the delivery ticket. If the damage is severe enough to render the product inoperable or unusable, please refuse the shipment and contact us immediately.

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Warranty

All products are covered by the manufacturer's warranty as well as any other warranty required by law. Each product description page includes the general warranty information for each manufacturer when you click on "Learn more about a Manufacturer". If you have more specific warranty information questions, please contact us.

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Money Down

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 contact us.

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Price Guarantee

We offer a low price guarantee on select Brands. Any brand that displays this icon (insert LPG graphic) and meets the requirements listed below, is eligible for our Low Price Guarantee. If you find a lower advertised price than our net price on a new, identical product from a Competitor that is a legitimate authorized retailer within 7 days of making your purchase on our website, we will match that price! Please remember to have proof of the low price available to fax or email when you contact us. You are eligible for a price match refund if your request meets the following conditions:

• PlumbTile sells only the latest brands, direct from the manufacturer. Our Low Price Guarantee is valid only for other authorized Internet Retailers.
• The item must be the identical product in-stock, including model, year, color, packaging, manufacturer, etc. (sale or promotional prices not included.)
• The competitor's advertisement must be current and the price must be verifiable on their website or through a printed advertisement.
• Comparisons must include the product price plus shipping & handling charges when calculating the competitor's total price.
• Competitors coupons or promotions for first time or one time use are not eligible for the low price guarantee. We also do not match our Competitors' offers for gift cards, gift checks or free promotional products.
• If the Competitor is out of stock, or states that quantities are limited, the product is not eligible for the Low Price Guarantee. We reserve the right to verify that our Competitor has the product in stock at the low price.
• Clearance items, Going out of business, Liquidation Sales, companies in distress, or auction sites are not eligible for the Low Price Guarantee.
• We do not accept price match for re-manufactured, re-furbished or counterfeit products.
• We reserve the right to deny any price match that cannot be verified or does not meet the criteria of our Low Price Guarantee.
• Our Low Price Guarantee is valid for up to three (3) price matches in any given 30-day period. No other offers or discounts may apply to price match.

NOTE: Please allow 7-10 business days following your price match request for your refund to be processed.

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