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Tilebar Frequently Asked Questions

Placing an Order

How much does shipping cost?

For all regular priced non-sample orders, get fast, flat-rate shipping, whether you’re ordering one, one hundred, or one million square feet of tile. When you order from TileBar, you’re ordering from the source. Most products are in stock in our NJ warehouse and ready to ship to your doorstep. Our lightning fast shipping means you should expect to receive your order within 7-10 days. Need it sooner? Expedited shipping options are available at checkout.

* Flat rate shipping does not apply to closeouts, specially priced orders, slabs or scrap lots. Additional charges apply for shipping to AK, HI, PR and the U.S. Virgin Islands.

For shipments to AK, HI, and PR: To inquire about shipping rates or expedited shipping, simply add the items to your cart and proceed to the Checkout page where you will be offered the shipping methods and their prices.

Currently, we do not ship internationally ourselves. What we can do is ship to a freight forwarder of your choice within the continental U.S., but you will be responsible for the shipping charges from the freight forwarder to your location. Unfortunately, we cannot accept international cards, therefore payment must be made via PayPal or Credit Card with US funds.

Charges may also apply to hard-to-reach areas such as military bases and locations only accessible via ferry. These charges will be assessed after your order is processed, and you will be contacted to provide payment for said charges. We will ship your order shortly after we receive payment from you.

Larger orders and delicate material, including most orders of porcelain tiles, may need to be shipped via freight carriers. The freight company may contact you to set up a delivery appointment. These orders will normally include curbside delivery only.

How do I get my order faster?

If you’d like to receive expedited shipping, simply add items to your cart and proceed to the Checkout page where you will be offered the Expedited Shipping Method choices and their prices. We will ship your order shortly after we receive payment from you.

What are my payment choices?

We currently accept all major credit cards as well as PayPal.

How do I order a product which is out of stock?

If a product you are interested in is out of stock, you may place a backorder for it. Backorders are shipped as soon as we receive more of the item. Please call us at 888-541-3840 for assistance with placing a backorder, as these orders can not be placed online.

When will my order ship?

All orders are processed and shipped within 1-4 business days after they are placed. Also, after placing your order, you may log into your account and click on ‘My Orders’ or click the “Track My Order” link in the website footer to track the status of your order. You will receive a shipment confirmation with tracking information once order has shipped. Tracking information may not be available for up to 24-48 hours of shipment depending on the carrier.

Order Status

Has my order shipped?

To check your orders status, click 'My Orders' or click "Track My Order".

How do I change quantities or cancel an item in my order?

Please note that once an order has begun processing or has shipped, the order is no longer editable. Please contact us as soon as you realize that changes are necessary in your order. You may call us at 888-541-3840, or email us at info@tilebar.com.

How do I track my order?

If you have an account, you may log into your account and click on 'My Orders' or You can follow this link to track your order: "Track My Order".

My order hasn't arrived.

If you have an account, you may log into your account and click on ‘My Orders’ You can follow this link to track your order: “Track My Order”. Be sure that all of the items in your order have shipped already. If your order displays your Package Tracking Numbers, check with the shipper to confirm that your packages were delivered. If your packages each show a status of “delivered”, please contact customer service for assistance.

Problem with an Order

What if I received damaged tiles?

Although we pack our orders as best as we can using the most modern packing technology, there does come the rare occasion that some tiles may break. We will do whatever we can to leave you satisfied.

Often times what may seem like a destroyed sheet can actually be used if you just pop out a few chips, and our experts can help you through this process. You can also watch this video for more helpful tips:

If you still feel that your damaged tiles cannot be used, please email help@tilebar.com as soon as possible. Your email must include:

  1. Your order number.
  2. The amount of sheets damaged.
  3. Pictures of any damages.
  4. Any other relevant information (exterior damage to boxes, whether the boxes were packed horizontally or vertically, etc).

After we receive these photos and analyze the damage, we will send out replacement sheets as quickly as we can. Please be sure to retain the damaged material until our claims process has been completed, as we may require the damaged material to be returned to us for quality control purposes.

PLEASE NOTE THAT ANY DAMAGES MUST BE REPORTED WITHIN 5 DAYS OF DELIVERY DATE IN ORDER TO RECEIVE ANY CREDIT.

What if I received my order but there are products missing?

If you have an account, you may log into your account and click on ‘My Orders’ You can follow this link to review and track your order: “Track My Order”. Be sure that all of the items in your order have shipped already. If you order displays your Package Tracking Numbers, check with the shipper to confirm that your packages were delivered. If your packages each show a status of “delivered”, please contact customer service for assistance.

Guarantees

Low Price Guarantee

It is our commitment to provide you with the best value, at the best price. We value your business and strive to keep our prices low, and SAVE you money! We will match any online competitors’ regular final price; sales prices, special offers and coupons will not be price matched. Just email/call us with the URL of the selected merchandise, with the lower price displayed, and we will match it.

Privacy Policy

We value your privacy. Please view our Privacy Policy for complete details on how we use the information we collect.

Security

This website is protected with SSL (secure socket layer) encryption, the highest standard in Internet security. Additionally, McAfee Security, the most trusted name in website security, monitors the website to ensure no malware or viruses exist at any time.

Pricing and Billing

What if I have a question on my charges?

To review your order, If you have an account, you may log into your account and click on ‘My Orders’ or you can follow this link to review your order: “Track My Order”. You may compare your order history on our website, with your financial records. If you have further questions or concerns, please contact customer service for further assistance.

How can I get a copy of my receipt/invoice?

To print invoices, If you have an account, you may log into your account and click on 'My Orders' or you can follow this link: "Review My Order".

When will my credit card be charged?

Your credit card will be charged within 24 hours of your order being placed.

My Account

How do I create an account?

  1. Click here to create an account.
  2. Enter your email address.
  3. Select “I am a new customer”.

Then simply follow the prompts to complete setting up your account. Your information is NEVER sold to any other company and is kept completely private. Please view our Privacy Policy for more information.

How do I edit my account information?

If you have an account, you may log into your account and click on 'My Orders' You can follow this link to track your order: "Track My Order".

I forgot my password.

Click here. Under the login box you'll see a link that says "Forgot your password? Click here". That link will send an email to you with your password.

What if I received the wrong product?

If you feel that you have received the wrong product, please contact customer service within 72 hours of receiving the product.

How do I return my product?

Please follow instructions here for more information on returning an item.

Returns

When will my refund appear on my account?

Refunds for returns are issued 7-10 days after the items are received by our warehouses.

What is your return policy and instructions?

We are happy to accept returns within 365 days of your purchase.

All returns require an RMA number. You can receive one by email at returns@tilebar.com. Please note that RMA #s are only good for 15 days after they are issued. After this time you will need to request a new one.

A 15% restocking fee is applied and the customer is responsible to pay for the return shipping. All returns must be in the original box and in the condition in which they were received. Be sure to include a copy of your invoice (you can find it here) with your return. Please write your RMA and reason for return on the enclosed invoice.

In order to continue offering affordable shipping options we will not be able to issue credits for any items returned broken. It is imperative that the return boxes are packaged well; these items are fragile.

Please note: Samples and sale items are not returnable, and shipping charges are non-refundable.

We’ve studied the best techniques for packaging and shipping tiles and are constantly improving our shipping methods to ensure you receive only perfect tiles. If you’ve received damaged or broken tiles in a shipment, we’ll send you replacements on us. There is no risk on your part!!

Buyer's Guide

How do I find my product?

To find the product(s) you're looking for, you may (1) use the navigation menus on the top, left & bottom of our website. (2) type a keyword into the SEARCH box. If you have any trouble locating a product, feel free to contact customer service for assistance.

How do I navigate the site?

To navigate this website, simply click on a category you might be interested in in our menu located toward the top of any page or you may type a keyword into the SEARCH box to quickly find a specific product. If you have any trouble locating a product, feel free to contact customer service for assistance.

Additional Support

How do I contact you?

TILEBAR

TOLL FREE: 1-888-541-3840

EMAIL: info@tilebar.com