Product & Order-Related Information

Product Information & Disclaimer

Natural Stone:
Natural stone is a product of nature and is therefore subject to natural variations in color, shading, veining, markings, and texture from piece to piece. The degree of variation will depend on the specific type of stone selected. No claims will be accepted after the materials have been fabricated or installed. We make no guarantees, express or implied, regarding slipperiness, wear resistance, or maintenance procedures. All natural stone is subject to some wear and scratching over time.
Porcelain / Ceramic Tile:
Porcelain and ceramic tile are subject to normal variances resulting from the manufacturing process. Our products are within accepted industry-standard variance levels. Colors shown in print or digital format may not appear exactly as they do in person, and photos may not reflect the actual scale of the product. Products will meet the testing requirements published in the manufacturer’s literature and will conform to the specific physical properties published in that literature. They are warranted to be free from manufacturing defects for a period of one year from the date of purchase.
Glass Tile:
Due to the nature of the manufacturing process, glass tiles may have slight variations in color, texture, and size. Although we strive for consistency, differences may occur between batches and shipments. Colors shown in digital or printed materials may not be exact, and images may not reflect the actual scale of the product. Our glass tiles conform to applicable industry standards and are warranted to be free from manufacturing defects for one year from the date of purchase. For best results, recommended installation practices specific to glass tile must be followed.
Performance Flooring / Hardwood Flooring:
Performance flooring products, in their original manufactured condition, are warranted to be free from manufacturing defects caused by improper milling, including grading, dimensions, or coating.

New or replacement flooring may not always match samples, printed color photography, websites, catalogs, existing flooring, or other wood products such as cabinets, stair railings, trim, or moldings. This may occur due to natural variations in species, age, growing conditions, exposure to UV light / sunlight, and other factors. Such variation is inherent and should be expected.

If you observe any board with visible defects, DO NOT INSTALL IT. This includes visible manufacturing defects, natural defects, or any other visible issue. Any flooring defect claim is waived once the product has been installed. This warranty becomes invalid once flooring panels with visible defects have been installed.

Hardwood flooring is a natural product and will continue to expand and contract during normal heating and non-heating seasons. Properly installed hardwood floors may therefore experience slight separation between boards at different times of the year. Normal expansion and contraction are not covered by the manufacturer’s warranty.

Hardwood flooring is manufactured from natural materials and may contain naturally occurring variations, including but not limited to character marks, grain variation, color variation, mineral streaks, splintering, and knots. These are not considered manufacturing defects.

For all performance flooring products, the warranty is void for intricate patterns, installations on walls or ceilings, exterior use, or any use other than flooring, including but not limited to furniture or countertops. These products are also not warranted for installation over radiant heat unless specifically stated otherwise by the manufacturer.

Samples & Sampling Procedures

We strongly recommend ordering a sample before placing a large order. Natural stone and many other hard-surface products can vary in color, shading, finish, texture, and other characteristics. Because of these natural and manufacturing variations, it is best for the customer to personally review and approve a sample before placing an actual material order.
Buyers may use the ORDER SAMPLE button on the product listing page to obtain and pay for samples.
ALL SAMPLES ARE NON-RETURNABLE.
We charge only a small fee for samples, primarily to help offset shipping expenses. That fee does not fully cover the total cost of preparing and shipping the sample. For that reason, sample orders are non-returnable and non-refundable.
Only one (1) sample of each item per household / address is permitted unless we approve otherwise in advance. Multiple sample orders for the same item placed by the same buyer, household, or delivery address may not be shipped without our prior approval. If you need more than one sample of a particular item, please contact us before ordering.
Samples are provided to help customers evaluate a product in person before committing to a larger purchase. In most cases, samples are selected and prepared to show the general characteristics of the product. A single sample is generally intended to provide a reasonable idea of how the material looks and feels in real life. We make every reasonable effort to send samples that represent the overall characteristics of the product and its lot; however, because of natural and production-related variation, samples may not exactly match the full order in every respect.
Sample size may not show the full range of color, shade, veining, texture, pattern, sizing, or other variation that may exist within the actual product, lot, or shipment.

Order Quantity Recommendations, Continuations & Add-Ons

Estimating the exact amount of material needed for a project is difficult and, in many cases, not possible to calculate perfectly. Waste may occur due to layout, tile pattern, installer technique, required cuts, breakage, and other jobsite conditions. For that reason, it is generally recommended that customers order additional material. In many cases, ordering 5% to 10% extra may be sufficient, but customers should obtain accurate quantity estimates from their professional tile setter, flooring installer, or contractor before placing an order.
Before placing your order, please carefully review how the item is sold and in what unit it is offered, including but not limited to full sheets, full boxes, lots, sets, or other packaging formats. Customers must also take into account the physical characteristics of the material being purchased. Certain natural stone materials, including but not limited to onyx and dolomite, may be more fragile and may experience greater breakage during handling and installation. Customers should consider this when determining how much material to order.
We work with multiple factories and manufacturers located in different regions of the world, including but not limited to Italy, Spain, Turkey, China, and Mexico. Even when products are similar in type or style, there may be differences between products coming from different manufacturers or different regions. Differences in raw materials and manufacturing methods may result in variation in color, shade, texture, finish, sizing, or overall appearance.
Even products from the same manufacturer may vary from lot to lot or shipment to shipment. Shade and color variation are inherent to many of the products we sell and cannot be fully avoided. For this reason, we cannot guarantee that separate orders placed at different times will match exactly in color, shade, lot, or appearance. Customers should make every effort to combine all needed quantities into one order and to anticipate their full project requirements as accurately as possible in order to reduce the risk of future supply, continuation, or product-matching issues.

Minimum Order Quantity Requirements

Many of our products are sold only as samples, full boxes, or complete lots. In order to maintain efficiency and pricing, some products may only be available in those quantities.
Please review each product listing carefully to confirm the order quantity requirements, restrictions, and selling unit for that specific item before placing an order.
Larger field tiles for floors and walls may have minimum purchase quantity requirements due to the complexity, cost, and handling requirements involved in shipping those products.

Distribution Centers & Locations

We are primarily located on the West Coast, with a central distribution center in Southern California. Unless otherwise stated, many orders will ship from this location.
However, we maintain access to a broad network of distribution centers throughout the continental United States and may ship from different locations in order to improve efficiency, reduce transit time, or expedite delivery.
Product availability, shipping origin, and warehouse assignment may vary by item, manufacturer, inventory position, and destination.

Lead Time

Except for custom-made or handmade items, and unless otherwise stated on a specific product listing page, many of our advertised stock items are generally available for shipment; however, product availability is subject to prior sale, inventory fluctuations, warehouse transfers, manufacturer availability, and other supply conditions.
Estimated processing times and transit times are provided for general informational purposes only and are not guaranteed unless expressly confirmed by us in writing.
Most orders are typically processed within 1 to 2 business days, depending on the size and contents of the order.
Depending on the destination and shipping method, many orders are delivered within 1 to 7 business days after shipment. These timeframes are estimates only and may vary.
Please refer to the specific product page for item-level information, exceptions, exclusions, or special lead times. For expedited shipping requests or item-specific lead time questions, please contact us directly before placing your order.

Order Inspection, Installation Acceptance & Product Suitability

All products must be carefully inspected before cutting, fabricating, modifying, or installing any material.
The customer, installer, fabricator, and any other party handling the material are responsible for reviewing the product before installation and confirming that the material received is acceptable for the intended use.
Do not cut, fabricate, modify, or install any material that appears damaged, defective, unacceptable, or inconsistent with what was ordered.
Installation, fabrication, cutting, sealing, alteration, or other use of the product constitutes acceptance of the material as received.
No claims will be accepted for visible defects, shade issues, damage, or other conditions that could reasonably have been identified before installation, fabrication, or use.
The customer is responsible for determining whether a product is suitable for the intended application. Not all products are suitable for every use, including but not limited to floors, walls, showers, wet areas, steam areas, pools, exterior use, freeze-thaw environments, heavy traffic areas, or radiant heat applications.
Manufacturer specifications, installation instructions, maintenance instructions, and industry standards must be followed at all times. Improper installation, improper maintenance, misuse, abuse, improper application, or installation in an unsuitable environment will void any applicable claim or warranty.
Unless expressly stated otherwise in writing, we are not responsible for installer error, labor costs, fabrication costs, removal costs, reinstallation costs, project delays, loss of use, or other consequential or incidental expenses related to the product.

Pricing, Listing, Availability & Website Information

We make reasonable efforts to keep product listings, pricing, freight charges, specifications, dimensions, descriptions, images, lead times, and availability information on our website as accurate as possible. However, errors, omissions, delays in updates, or other inaccuracies may occasionally occur.
Product prices, shipping rates, freight quotes, stock status, availability, specifications, dimensions, product descriptions, images, and other website information are subject to correction when an error is identified.
The appearance of an item on our website does not guarantee that the item is available, correctly priced, or available for immediate shipment.
If a pricing error, freight error, listing error, inventory error, typographical error, image error, specification error, or similar website-related mistake occurs, we reserve the right to correct the information and, if necessary, to cancel, refuse, or limit an affected order.
If an order is canceled because of a confirmed website, pricing, freight, inventory, or listing error, any payment actually received for that order will be refunded to the original method of payment.
Product images are provided for general reference only. Actual product appearance may vary due to natural variation, manufacturing variation, lot variation, screen settings, photography, lighting, and other factors. Images may not show the exact scale, finish, color range, or full variation of the actual material.
Dimensions, coverage amounts, weights, thicknesses, finish descriptions, and other technical information shown on the website should be treated as general product information unless specifically confirmed otherwise in writing. Minor differences may occur.
Customers are encouraged to review product details carefully before placing an order and to contact us before purchase if confirmation is needed regarding pricing, shipping cost, lead time, stock availability, product specifications, or suitability for a particular application.

Shipping & Shipment-Related Information

Shipping Information & Details

Ground shipping is free on orders that are specifically marked as eligible for free shipping.
Expedited shipping methods are available as an option on many products, but not all products.
Sample orders may be shipped to P.O. Box addresses.
Larger orders and regular merchandise orders must be shipped to a valid street address. These orders cannot be shipped to a P.O. Box. Please make sure all shipping information entered at checkout is complete and accurate.
Local Pickup (Orange County, CA) may be available. Please contact us for details before placing your order if you wish to arrange pickup.
Customers are responsible for providing correct shipping information, contact information, and delivery instructions at the time of checkout. Delays, re-routing charges, address correction fees, storage fees, delivery problems, or additional costs resulting from inaccurate, incomplete, or outdated information may be the buyer’s responsibility.
We maintain shipping programs and contracts with multiple carriers. Smaller orders, generally including orders under approximately 50 sq. ft. / 250 lbs., are typically shipped by parcel services such as FedEx Ground Insured Shipping Service or a comparable carrier.
Larger orders are typically shipped by bonded freight carriers, including but not limited to FedEx Freight, UPS Freight, or similar freight providers.
For residential freight deliveries, lift-gate curbside delivery will typically be provided. We do not provide inside delivery. The customer is responsible for making any necessary arrangements to move the materials from the curb into the home, garage, jobsite, or other receiving area.
For most freight deliveries, the carrier will contact the customer using the phone number provided on the order in order to schedule delivery. The carrier will generally provide a delivery date and a delivery time window. The customer is responsible for being available to receive the shipment during the agreed delivery appointment. If delivery cannot be completed because the customer is unavailable, unreachable, unprepared, or unable to accept the shipment, the carrier may charge re-delivery, storage, terminal holding, refusal, or related fees, and those charges will be the customer’s responsibility.
For commercial freight deliveries, a loading / unloading dock and appropriate unloading equipment, such as a forklift or pallet jack, may be required at the receiving location.
Freight orders may be delivered to both residential and commercial addresses. In some cases, larger orders may also be shipped to a local trucking terminal for customer pickup.
For large-volume orders or shipments going to Alaska or Hawaii, please contact us for a shipping quote before placing your order.
Once order processing, staging, palletizing, special handling, or shipment preparation has begun, address changes, item changes, quantity changes, hold requests, delivery changes, or other customer-requested order modifications may not be possible and may result in additional fees, delays, or cancellation charges.

Refused Shipments / Failed Delivery

Please do not refuse a shipment without contacting us first.
Refusing a shipment does not automatically cancel the order and does not automatically entitle the customer to a full refund.
Refused shipments are not treated the same as approved returns and remain subject to all applicable shipping charges, return shipping charges, storage charges, terminal fees, re-delivery charges, handling charges, cancellation fees, and restocking fees.
If a shipment is refused without our prior written approval, or if delivery fails because the customer is unavailable, unreachable, unprepared, or unwilling to accept the shipment, the order may still be subject to all applicable outbound shipping charges, return shipping charges, storage charges, terminal fees, re-delivery charges, handling charges, cancellation fees, and restocking fees.
If a customer believes a shipment has arrived visibly damaged, the customer should note the damage on the carrier paperwork and contact us immediately rather than simply refusing the shipment without documentation.
Any refund, credit, or replacement related to a refused shipment will be subject to inspection of the returned goods, carrier documentation, applicable return eligibility rules, and deduction of any fees or charges incurred.

Damages, Coverage & Claims Procedures

We package our products carefully and use shipping and packaging methods intended to protect the merchandise during transit. For smaller items, we use protective packing methods and materials. For larger items, products are commonly secured on crates, skids, or pallets depending on the nature of the shipment.
Although we take substantial care in packaging and shipping, damage may still occur in transit. In those rare cases, shipments may be covered by carrier insurance and / or shipping-related coverage, subject to the carrier’s procedures, documentation requirements, inspection rights, and claim rules. Any replacement, refund, reimbursement, or other resolution related to transit damage will remain subject to those requirements and to the terms of our policies.
A tracking number will be provided when available after the order ships. Customers should monitor tracking information and be prepared to inspect the shipment promptly upon delivery.
Customers must inspect the shipment immediately upon delivery, especially the outside of the packaging, pallet, crate, and visible contents, to determine whether there is any visible damage, shortage, or delivery issue.
If the customer is present at the time of delivery and the delivery driver or freight crew is still on site, any visible damage or shortage must be noted on the delivery receipt before signing. Having the carrier note visible damage or shortage on the delivery paperwork is extremely important and can significantly affect the outcome of a damage claim.
All packages must be inspected by the purchaser or receiving party. Any visible damage, shortage, torn packaging, crushed sides or corners, dents, broken pallet conditions, or similar issues must be noted on the delivery receipt and reported to us immediately.
If items arrive damaged or short, and you want replacement item(s) to be considered at no additional cost, you must do your part before signing the delivery receipt. We require detailed photos of the damaged product, packaging, pallet, crate, labels, and overall shipment condition for claim purposes. These photos should be taken as soon as possible and sent to us promptly.
The delivery receipt is a binding delivery document. Signing the receipt without any notation of visible damage, shortage, or problem indicates that the shipment was received in apparently acceptable condition. In such cases, shipping insurance or damage claim coverage may be limited, denied, or voided by the carrier, and claims may be declined. As a result, refund or replacement may not be available.
If the shipment is signed for as received in good condition, and damage is later reported without any notation on the delivery receipt, carrier claims may be denied or significantly more difficult to approve. The customer understands that a clear delivery signature can create a serious problem in proving transit damage to the carrier.
If defects other than shipping damage are observed at the time of delivery, please contact us immediately.
When making notes on the delivery receipt, please be as specific as possible. For example, note shortages, ripped packaging, crushed corners, dents, broken crate sections, or any other visible issue. If applicable, also note if the shipment was not shrink-wrapped, not properly strapped to the pallet, or not lowered to the ground by lift-gate when such service was expected.
Customers must keep all damaged items, boxes, crates, pallets, inner packaging, and packing materials exactly as received until the claim is fully resolved. Do not throw away, move, alter, discard, or destroy damaged merchandise or packaging before the claim process is completed, as the carrier or insurer may require inspection of the original condition.
Customers must check the contents of the order promptly and notify us of any damage, shortage, discrepancy, or other issue as soon as possible. Any such issue must be reported within 3 days of delivery. We do not accept claims reported after that period, because carrier support, evidence requirements, and claim procedures are time-sensitive and delayed reporting may make the claim impossible to support.

Limited Remedy

If a claim, return, damage report, shortage report, or product issue is approved by us, our obligation will be limited, at our option and to the extent permitted by law, to one of the following remedies: repair, replacement, refund, or store credit.
We are not responsible for labor costs, installation costs, removal costs, reinstallation costs, fabrication costs, project delays, loss of use, loss of profits, temporary housing, or any incidental, indirect, special, exemplary, or consequential damages unless expressly required by law or specifically agreed by us in writing.
No remedy will be available unless the customer has complied with all applicable inspection, reporting, documentation, return, and claim procedures stated in these policies.

Return Policy & Procedures, Exchanges, Refunds & Cancellations

Return Policy & Procedures

Unless otherwise stated, and except for the non-returnable items listed below, our items are generally returnable only with prior authorization.
To request a return, please contact us with your order details, including the customer name and order number, and obtain return authorization before sending anything back.
To complete a return, we require a receipt or other valid proof of purchase.
New, unused, and undamaged items in their original box / packaging may be returned within 30 days of delivery for a refund, less shipping and handling charges, unless the return is due to our error.
If the return is the result of our error, such as shipment of the wrong item or wrong quantity, we will pay the applicable return shipping charges.
Our return period is relatively short because many of our products, especially natural stone and lot-based materials, need to remain associated with their original lot and packaging in order to be resold properly. The shorter return period helps preserve lot integrity and resaleability.
We recommend using a trackable shipping service and purchasing shipping insurance when returning merchandise. We do not guarantee that we will receive returned items that are sent without traceable or protected shipping.
Once your return is received and inspected, it generally takes 3 to 5 business days after arrival at our location to process the return. We will notify you by email once the return has been reviewed. We will also notify you whether the refund is approved or rejected. If approved, the refund will be issued to the original payment method, subject to normal banking and credit card processing times.
Unless the return is due to our error, the buyer is responsible for all shipping charges, including:
- the original outbound shipping cost we incurred to send the order, even if the order was advertised with free shipping,
- the return shipping cost, and
- any other related shipping or handling charges associated with the return.
A restocking fee of up to 25% may be charged on all returnable merchandise unless the return is the result of our error, such as shipment of the wrong item or wrong quantity.
Our prices on many items are based on delivered pricing and assume the customer is keeping the merchandise. If a customer chooses to return an item for reasons other than our error, all related shipping and return charges remain the buyer’s responsibility. Customers should make sure the items they order are the correct products for their project before purchasing. We strongly encourage ordering samples in advance whenever possible.
Only complete returns are accepted. We do not accept partial returns.
This policy is intended to prevent hand-selection, sorting, and selective return of naturally varied material. Natural stone and similar products inherently contain mixed color, shade, and texture variation. Customers must understand and accept these characteristics before placing an order. For that reason, materials must be returned, if returnable at all, as a complete authorized return and not as selected portions of the shipment.
All Clearance items are final sale and cannot be returned under any circumstances.

Refund Timing / Missing Refunds

If you have not yet received an approved refund, first re-check your bank account.
Then contact your credit card company, as it may take additional time before the refund is officially posted.
Next, contact your bank. Processing times can vary depending on the institution.
If you have done all of the above and still have not received your refund, please contact us at sales@americantiledepot.com.

Order Cancellations

Order cancellations can usually be accommodated only if the order has not yet been staged, palletized, specially processed, or prepared for shipment.
If the order has already been staged or prepared for shipment, a 15% cancellation fee will apply.
We cannot cancel an order if any of the following has already occurred:
- the order has already been delivered;
- the order already has a tracking number assigned and is marked as shipped, in transit, or out for delivery;
- the order includes special-cut, handmade, cut-to-size, or otherwise custom-processed material and processing has already begun;
- the order contains final-sale items, including but not limited to Clearance or Sample items identified as non-cancellable or non-returnable; or
- the order is awaiting store pickup or was placed on hold for future delivery and has been held at our facility for more than 30 days.

Non-Returnable / Restricted Items

The following items are non-returnable, restricted, or otherwise excluded from standard return eligibility:

All samples
Custom / handmade products
Special-cut / custom orders, including non-stock items
Special on-sale / close-out / clearance items, as specified on the product listing page
Products must be inspected before installation. Installation constitutes acceptance of the product. Once a product has been installed, it cannot be returned. Damage occurring during installation is not considered a product defect and is not eligible for return, refund, or claim.

Additional Application / Use Reminder

Certain products may not be suitable for all applications. Customers are responsible for confirming that the product selected is appropriate for the intended use, including but not limited to submerged applications, commercial settings, fireplace surrounds, countertops, exterior exposure, or other specialty conditions, when applicable.
The actual product, manufacturer specifications, and written technical guidance will govern over assumptions based on photos, sample size, generalized product names, or customer expectations.