Frequently Asked Questions

If your questions are not answered on these pages, or you simply wish to speak with a Customer Service Representative, please call us toll free from anywhere in North America at 1-866 925 TILE or by email at sales@beltile.com.

Q. How long will it take to receive my shipment?

A. Most products are in stock and ready to ship, you can see the status on the product detail page.  A large percentage of materials ship from the East Coast.  Shipping times will vary depending on the location of the product  and your delivery location. Average delivery times are approximately 4-10 business days from the confirmation of your order.  If you select an item that is Special Order, you will see the average delivery times listed in the product detail page.   Once we receive your order, we will provide a more specific delivery schedule,  You can always call or email to get a better idea.   Shipping and delivery times are not guaranteed.

 

Q. How long does it take to receive samples?

A. Sample orders are generally shipped the next business day. 

Q. Can you ship my tile in a USPS flat rate box?

A. Tile needs to be double boxed generally with lots of padding and fill. This service is not appropriate for this type of product.

Q. Do I have to be a trade professional to buy from BelTile?

A. We sell to both individuals and trade members, including designers, other dealers, distributors, installers, etc.

Q. What if I don't meet the minimum order requirement?

A.  You can always combine materials if the are shipping out of the same location.   We can help advise you of your options.   In certain cases we can ship you less than the minimum for an additional fee.   After you process your order online, we will advise you within 1 business day if these charges will apply.   Please see the Minimum Order Policy.  .

Q. How much material do I need to order?

A. Each item lists if the pricing is per piece or per square foot.   You will need to calculate the square footage of your area or the number of pieces required and usually add an additional 10-15% for “waste” which includes corner cuts, accidental breakage during installation, etc.   For diamond layout patterns you should include an additional 20% as there is a larger waste factor in cutting tiles with this layout pattern.  Please also consult with your installer.   

Q. How is the product delivered?

A. Many products are shipped UPS and others will be shipped via common carrier or LTL.   We will do everything we can ensure your delivery is as seamless as possible. Keep in mind shipping times vary and are not guaranteed. 

For common carrier deliveries, the carrier will contact you in advance of the delivery in order to arrange a delivery time window.   Additional delivery services provided by the carriers may include lift gate for residential deliveries.   This is a truck fitted with an elevator lift in the back so that the product can be lowered to the ground for ease of removal.   Certain site issues should be considered when receiving your delivery.   Lift gates work only on paved surfaces and  narrow driveways may restrict how close a pallet can be delivered to your home.  In many cases he product will need to be unloaded at the end of the driveway and you or your contractor will need to either hand carry the boxes to the site or you may rent a pallet jack from a local equipment rental service to place the product where you desire.  In addition, customers can choose to receive their product at the nearest shipping terminal to avoid the cost of residential and lift gate charges. 

The trucking company is only responsible for taking the freight to the back of their truck and delivering cargo curbside, unless other arrangements have been made.  It is your responsibility to take the freight into the building.  Freight charges billed only cover you to this point.   If you request inside delivery, there is an additional charge from the trucking company and you are 100% responsible for these charges regardless of the size of your order.  It is strongly advised that you ask the trucking company exactly what that inside delivery charge will cover.  It usually means inside the door only.  Please note that these are not BelTile Inc.'s policies but those of most of the major cargo carriers within the U.S. Your experience may depend entirely upon your individual delivery person.  A lot of times these drivers will go above and beyond what they are required to do with a little kindness and professional courtesy. Once again, please feel free to contact us if you have further questions.

Q. Do you ship outside the Continental US to Canada or Internationally?

A. We can ship to Alaska and Hawaii.  Please inquire.   If you are ordering outside the United States,  we will accept and fulfill orders on a case by case basis.   If you are from another country, we can accept orders via email at our discretion.

 

All international orders, including Canada, are subject to increased shipping fees and duties and taxes in the destination country.   Duties, taxes, tariffs, brokerage fees and all other applicable fees that may be charged upon entry of the shipped product is the sole responsibility of the customer.  None of these charges are included in the shipping cost quoted or calculated online. We are not able to provide estimates on taxes, duties or custom broker fees.  BelTile will only accept wire transfer of funds for these orders. Please email your address, destination country and product(s) you would like to purchase. We can then advise of the process to purchase. All sales are final on International orders, no returns or refunds.  International orders have a $3000 purchase minimum.

In regards to Canada, customs duites and brokerage fees may be $10 to $300 depending on the value of the shipment and broker. Canadian Taxes vary between 12%-15%.  In addition, duties depend on the product itself and where the product is manufactured.  You may elect to use your own broker if your material ships via comon carrier, however, we need that information at the time of order.

Q. How do I pay for the product?

A. We accept Visa, MasterCard, Discover and American Express, as well as company checks, money orders, certified checks or wire transfers. Orders must be paid for in full prior to shipping. Payment by personal or company check may delay shipment date, pending clearance of the check.

Q. How do I know that the product will be delivered in good condition?

A. BelTile uses a variety of reputable and proven carriers to provide you with a reliable delivery at the lowest available shipping cost. Damaged goods will either be replaced by BelTile, or we will provide a credit for the damaged goods.  Typically, only 1% of our orders arrive damaged.   You should also review our shipping and ordering process.

Q. What do I do if my product arrives damaged?

A. While items are not usually missing or damaged, it can happen. When it does happen it is almost always very minor and easy to correct.  Also, if there are any items that are missing or damaged, we replace them at no cost to you.  We email a delivery checklist with every order which outlines how to inspect your order once it arrives. If you note the damage at the time of delivery and submit your claim, our claims department can issue a replacement order and file a claim with the freight carrier at no cost to you.   If you are an existing customer that had a delivery and there were items either missing and or damaged, you will need to submit a claim. This is a simple form that is required and will assist us in getting the issue resolved quickly. 

Q. What is the return policy?

A.  Please find our policy here.

Q. What is considered a "Special Order"?

A. 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 BelTile for either the manufacturing or distribution process.

Q. Can I see the product before I buy?

A. Unfortunately, we are unable to show you the product at the warehouse. The warehouses we use are privately owned facilities and all products are in factory-sealed crates. We suggest ordering a lot sample and review the graphics on the website.

Q. How do I obtain samples?

A. Please see our sample policy here

Q.  What if I believe the product is defective?

A.  If you believe you received a defective item or found defects on products before installation, we will be happy to take care of the issue. Please follow the steps below so that your claim may be processed in a timely manner:

Call or email and provide the following information:

  • Your order number or name on the account

  • Brief description of the issue

  • 6 digital pictures clearly showing the issue

  • Your contact information (email address/working phone number)

  • Your preference for either credit or replacement

A BelTile Representative will contact you through email within 5-10 business days to provide you instructions on how to proceed and to assist you with the entire process.

  • If the digital pictures cannot clearly show the issue, you may be required to send us samples of the defective items.

  • If pictures and samples are not enough, a third party inspector may be recommended to physically inspect the reported defect. An inspection fee of $225.00 will be charged to the customer and refunded should the inspection report prove that the issue is indeed a manufacturing defect.

  • BelTile will ship out replacement/issue credit for the materials AT NO COST should the claim be approved.