Customer Service

Shipping & Delivery

Once you determine the quantity of materials you need, simply add all of your items to the shopping cart and you can get an estimate right from your cart.   You will see a quote for UPS or Freight Truck LTL or both.   Alternatively, you can always call us during business hours and request a quote or email us and we will respond as quickly as possible.  Be sure to include the material, quantity and your zip code.  Also, you can elect to pick up your materials from the carrier terminal, you will often receive significant savings.  Please call to inquire about this option.   

You are responsible to accept materials on delivery notification and you will be responsible for any additional charges related to storage and redelivery for missed appointments, not being available to accept materials, or reconsignment. We do not use flat rate USPS boxes for shipping. Tile has to be double boxed with lots of padding and fill and this service is not appropriate for our products.

Residential Delivery

Residential delivery services may include lift gate service and the carrier will assist with offloading, which is usually limited to the end of the driveway or curbside.  The carrier is not required to unload materials beyond this point.   Drivers may roll the material on pallet jacks to a more convenient location, however, the ultimate responsibility for receipt and final placement of the material is upon the purchaser.  

If you are a business but you are using a home office, the delivery is still considered residential to the carrier.    

We use many carriers and all of them have different types of equipment available to them. (If the carrier is unable to access your driveway then additional arrangements would need to be made by the purchaser, such as terminal pick up or delivering to an alternate address).  Sometimes additional special requirements for services may be required based on the unique requirements of the neighborhood or home.  Examples include when a forklift is required to move materials to the job site, which may be required when a pallet jack is not feasible or if roads in your area are not able to accommodate the carrier's equipment.  These fees will be the responsibility of the purchaser.   

Please also feel free to review our delivery instructions here:

Privacy & Security
Please find our privacy policy here.
Returns & Replacements
You must call us for a Return Authorization number (RA#) by calling toll free our Customer Service .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. 

Material accepted for returned must be repackaged in the same way it was received. Tile products should be packaged to avoid scratches on the surface. Material should be firmly secured inside the packing material. BelTile will not accept returns of goods that have been used by the customer either installed and later uninstalled, or uncrated and damaged or not repackaged in the original material and manner). Credit or refunds for returned goods will be issued after material has been received by BelTile and inspected. Samples and Special Orders are not eligible for return.

ITEMS MUST BE RETURNED IN THEIR ORIGINAL PACKAGING AS SHIPPED BY BelTile, Inc. ANY ITEMS RETURNED IN PACKAGING OTHER THAN THE ORIGINAL PACKAGING WILL BE REFUSED.  Please review our complete return policy here.

Ordering
You can order products directly online, via telephone, or email purchase orders via fax.  Materials are either priced per piece or per square foot.   Please note the ordering quantity located next to the SKU of product.    Samples are available on most products.  Be sure to select the "Order Sample" button when choosing a sample.    You can view our sample policy here.
Ordering Natural Stone

Samples and Range

We display images of natural stone on our site which are representative of the material.   However, whenever purchasing natural stone it is important to understand the specific lot from which your order will come.   With most of our natural stone we can email you lot photos on request.   These photos will show a lot number and several tiles laid out together on the floor so you can see the range of color and other variation within the different lots.  You can then select to receive samples from that specific lot for further inspection.    When you order you would need to ensure that you identify the lot from which you received your sample.    We cannot always guarantee your lot will still be available from the time of sample receipt to ordering so it is a good idea to order quickly upon receiving your sample.   Email sales@luxetile.com for lot sample requests and include the product code and quantity needed.    Lot photos may not be available on ALL stone materials and we will advise you of such.   It is best to order a sample in that case.

Quantity and Pricing

Keep in mind that all of our natural stone is priced per Square Foot.   Therefore your quantity should represent your total square footage requirements.  

Natural stone pricing varies widely between materials and even for the same material depending on quality.   Please also keep in mind that we offer a Low Price Guarantee and will match pricing if we are able.   

Natural stone is heavy but we do work with many carriers to get the best shipping price available.  You can also elect to pick up at the carrier's terminal and you will often save with that option.   If you wish to receive full size SAMPLE tiles larger than 12x12 we cannot guarantee that these tiles will not be damaged via UPS.  Please review our sample policy for any questions.   We know that it is sometimes important to receive a full size lot sample and we will do our best to pack it so that it does not break.  Stone is packed to ship via common carrier due to the weight and it will usually arrive fine via that method.    

Payment, Pricing & Promotions
We accept most major payment methods.   Visa, American Express, Discover, MasterCard and Paypal.   If you wish to order via check, we will require the check to clear prior to shipping materials.   This can take up to 15 business days.   
All prices are subject to change without any prior notification. 
Viewing Orders
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