Refund policy

We have a 30-day return policy, which means you have 30 days after delivery to request a return.

To be eligible for a return, your item must be new, unused, uninstalled, and undamaged, and in its original packaging with all packaging materials, labels, and tags intact. These items are very fragile, so please pack them very carefully. Packaging must be in resalable condition (no writing, damage, or excessive tape). You’ll also need the receipt or proof of purchase. Partial returns are not accepted—only complete returns are allowed.

To start a return, you can contact us at sales@americantiledepot.com with your customer name and order number, or reply to your order confirmation email, to obtain a return authorization (RMA). Please note that returns will need to be sent to the following address:

American Tile Depot
1440 S State College Blvd
Ste 6G
Anaheim, CA 92806

If your return is accepted, we’ll send you return authorization confirmation and instructions on how and where to send your package. Items sent back to us without first requesting a return authorization will not be accepted.

Restocking fee & shipping costs: A restocking fee of up to 25% may be charged on all returnable merchandise unless the return is due to our error, for example, if you received an incorrect item or wrong quantity. If the return is not due to our error, the customer is responsible for all shipping and related charges, including any costs we incurred to ship the product to you and the cost to return the product back to us. We recommend using a trackable shipping service and purchasing shipping insurance. We do not guarantee that we will receive your returned item.

You can always contact us for any return question at sales@americantiledepot.com.

Damages and issues
Please inspect your order upon delivery and contact us immediately if the item is defective, damaged, or if you receive the wrong item or wrong quantity, so that we can evaluate the issue and make it right. All damage, shortage, or discrepancy claims must be reported within 3 days of delivery and must include clear photos of the item(s) and packaging.

For freight deliveries, please inspect the shipment at the time of delivery. If there is visible damage or shortage, ask the driver to note it on the delivery receipt before signing. Do not sign the delivery receipt as “received in good condition” if there is any visible damage. Signing the delivery receipt without any notation may void shipping insurance and may prevent a refund or replacement.

Please keep all damaged items, boxes, pallets, crates, and packing materials exactly as received until the claim is fully resolved. Do not discard any packaging before the claim process is complete.

Please do not refuse a freight shipment without contacting us first, as refused shipments are not treated the same as approved returns and may still be subject to shipping, handling, storage, cancellation, and restocking charges.

Please inspect all products prior to installation. Once installed, the product is considered accepted and returns or refunds will not be possible. Damages occurring during installation are not considered defects and are not eligible for return or refund.

Exceptions / non-returnable items
The following items are non-returnable:

  • All samples

  • Custom or hand-made products

  • Special/custom orders, including non-stock items

  • Special on-sale, close-out, or clearance items, as specified on the item listing pages

  • Gift cards

Please get in touch if you have questions or concerns about your specific item.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, if eligible, and once the return is accepted, make a separate purchase for the new item. We do not offer direct exchanges.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. Upon receiving your return, we typically require 3–5 business days to inspect and process it. If approved, you’ll be refunded to your original payment method. Approved refunds are issued after deducting any applicable restocking fee and shipping-related charges, unless the return is due to our error.

Please remember it can take some time for your bank or credit card company to process and post the refund. If more than 15 business days have passed since we approved your return, please contact us at sales@americantiledepot.com.