Our Policies

Returns & Exchanges
Information about our return and exchange policies

Order Cancellation Policy
Information about the order cancelations available to you

Shipping
Information about the shipping options available to you

Warranty
Important warranty information for PlumbTile's products

Money Down
Our charge policy on your credit card

Price Guarantee
Our low price guarantee and price matching policy

Returns & Exchanges

We want you to be completely satisfied with your purchase. If you are not 100% sure of your order please call or e-mail our Customer Support Team so that we may assist you in placing your order.

Customer Support Team
(866) 758-6284
Support@PlumbTile.com

With the exception of Clearance merchandise and Special Orders PlumbTile.com will gladly accept your products for return or exchange and issue a refund in accordance with this Returns & Exchanges Policy. If you would like to return any of the items in your order, you will need to obtain a Return Goods Authorization (RGA) number from our Returns department. Packages without an RGA# will be refused and returned to you by the carrier. PlumbTile.com cannot accept responsibility for charges incurred from packages returned without an RGA#.

Click Here To Download RGA Form

In order to obtain an RGA# please complete the RGA Form and fax it to (858) 300-8871. The RGA# must appear on outside of your return shipment.

Products returned or exchanged for reasons other than damage or defect are subject to a Substantial Restocking Fee. The minimum Restocking Fee is 35% for merchandise returned/exchanged for any reason other than defect or damage. (PLEASE NOTE: BrassTech Family of products including BrassTech, Newport Brass, PlumbTrim, Ginger, and Motiv are subject to a minimum Restocking Fee of 50% for merchandise returned/exchanged for any reason other than defect or damage.) NOTE: Products that are not compliant with local building codes/standards, homeowner's associations, CC&Rs are not considered defective. Please check with local authority if you have any questions regarding compliance with any regulating authority. Questions about installation and application should be directed to your local professional and/or the manufacturer.

Products returned for credit are subject to inspection by PlumbTile.com, its affiliates, and/or vendors. Credit will only be issued after products are inspected and determined to be in resalable condition. No credit will be issued for damaged or disfigured products.

* Orders may be cancelled in accordance with the Order Cancellation Policy. If an order is shipped prior to cancellation, a Restocking Fee will apply. Please note that an order is not deemed canceled until it is confirmed canceled by a PlumbTile.com Representative.

* Damages must be reported immediately. Please inspect your package immediately upon receipt for shipping damages. Note damage on delivery ticket. You must notify us within three (3) days of receipt of any shipping damages. PlumbTile.com cannot take responsibility for shipping damages beyond this point. If damage is severe enough to render product inoperable or unusable, please refuse shipment and contact us immediately. If there are multiple items in your shipment, refuse only the damaged products.

* Please inspect the shipment immediately and thoroughly if the packaging is damaged or disfigured.

* PlumbTile.com recommends that all items be professionallyinstalled.

* Modifying a product in a permanent way will void the warranty.

* Return/Exchange requests must be received within 30 days of delivery. No returns or exchanges will be accepted beyond this time.

* Items must be returned in re-saleable condition, in their ORGINAL packaging as shipped by PlumbTile.com and its affiliates. ANY ITEMS RETURNED IN PACKAGING OTHER THAN THE ORIGINAL PACKAGING WILL BE REFUSED.

* When returning a product to PlumbTile.com please insure the product with the carrier at the price you were charged by PlumbTile (you can look up the price on your confirmation or on PlumbTile.com). Returned shipments will be refused by PlumbTile.com if the product is damaged on receipt at the PlumbTile warehouse. Any and all claims of damage during shipment must be made with the carrier. PlumbTile.com cannot make claims on behalf of the customer with the freight carrier. Credit will not be issued for products damaged in transit back to PlumbTile.com.

* Special orders are non-cancelable and non-returnable.

* Clearance Items are non-returnable.

We want you to have as smooth an experience as possible so please contact our Customer Support Team if you have any questions about items you have purchased or wish to purchase. If you have already made your purchase and would still like to cancel your order:

Order Cancellation Policy

If you would like to cancel your order, please contact our Customer Support Team immediately.

With the exception of Special Orders and Job Orders, typical orders may be canceled at any time prior to shipment to avoid a Restocking Fee. Please note that an order is not deemed canceled until it is confirmed canceled by a PlumbTile.com Representative. Special Orders and orders in which special pricing is given are non-cancelable from the time they are placed. By default, a store credit for future purchase(s) will be issued for all canceled orders. Should you desire a cash refund, a Cancellation Fee of 12% will be applied to the refunded amount. Please feel free to contact our Customer Support Team should you have any questions about the items you are ordering. We want your transaction to be as smooth as possible. Orders canceled after they have been processed are subject to a 12% Cancellation Fee. If an order is shipped prior to cancellation, it will be subject to the Returns and Exchange Policy and subject to any applicable Restocking Fee. Special Orders, Job Orders, and orders for Custom Products are non-cancellable once they are placed.

Shipping

PlumbTile provides FREE shipping by UPS Ground serving the 48 Contiguous States in the U.S. with some exclusions. For orders outside the 48 Contiguous States, a shipping charge will be calculated based on the delivery location, weight of the product, as well as additional factors such as crating and foaming. Due to certain system limitations shipping charges do not show up at the time of checkout. Instead, a customer service representative will contact customers by phone and/or e-mail to confirm the shipping charge prior to processing the credit card payment for the original order. For items that are shipped by common carrier, we can provide curbside delivery only.

A flat rate Handling Charge of $19.99 is added at the time of checkout to all orders. If your order has multiple items that get shipped in several packages (to the same address), you will not incur any additional handling charges. The handling charge is per order, and not per item - meaning that regardless of the number of items purchased, a flat rate handling charge will apply.

For orders in Alaska, Hawaii, Puerto Rico, outside continental US and Canada, please email us (info@PlumbTile.com) for a shipping quote.

Certain items, such as tubs, toilets, basins, sinks, mirrors, mirror cabinets, and tile are shipped by common carrier. These are usually shipped direct from the manufacturer. Allow a 5-7 working-day delivery time for common carrier deliveries, unless requesting expedited or rush deliveries.

Expedited Orders and Rush Delivery:

If you would like to expedite your order and rush deliver a product, please email us (info@PlumbTile.com) to inquire about product lead time and availability. If an item is in stock at PlumbTile, it will usually ship the same day. If it is not in stock, we may be able to have it shipped directly to you from the manufacturer as soon as it becomes available, or we can arrange to have it delivered to you as soon as we receive it.

Sales Tax:

We do not collect sales tax on items purchased at PlumbTile, except for deliveries within California. California purchases are charged 7.75% state sales tax, which is calculated during checkout.

Product Inspections:

We hope that your order arrives safely and that you are satisfied with your purchase. However, please remember that when the order arrives it is your responsibility to ensure that the product has not been damaged during shipping by the freight company. Inspect the box for external damage, remove the packaging and inspect the contents for any physical damage in the presence of the delivery driver. If there is any damage, visible or not, you must indicate such on the delivery receipt. When you sign the delivery ticket and do not note any damage, the unit becomes your property.

Again, please take the time to inspect the delivery and if there is any damage be sure to note it on the delivery ticket. If the damage is severe enough to render the product inoperable or unusable, please refuse the shipment and contact us immediately.

Warranty

All products are covered by the manufacturer's warranty as well as any other warranty required by law. Each product description page includes the general warranty information for each manufacturer when you click on "Learn more about a Manufacturer". If you have more specific warranty information questions, please contact us.

Money Down

Because the majority of our products are special order, your credit card will be charged at the time that you place your order. In order to clarify any confusion, this is because we place orders with the manufacturers on your behalf. Once we order the items, we are often unable to cancel or must return and pay a restocking fee. Therefore we consider this charge a "100% deposit". If you have any questions or concerns regarding this policy, please contact us.

Price Matching Policy

Plumbtile takes pride in offering the best value on bath, shower, kitchen, tile and other home improvement products at the most competitive prices. Whilst we do our best to ensure that we are offering the best pricing once in a while our competitors may offer the same product at a lower price.

We want to know about it!

We promise to do our best to meet or beat any website offering the same products at a lower price - offering you a better value on your purchase, including our first class service.

To provide the Plumbtile Price Match Service, we need to know more about what our competitor is offering:

• Please provide brand and model number. This is to ensure that the items are exactly the same.
• Proof of our competitor's item price. This might include the URL of the specific product on their website, a faxed quote or an original copy of a printed advertisement.
• Your contact information including name, email, contact phone number and region.
• Unfortunately we can not meet the price of a last-ditch blow-out sale due to bankrupt closeouts and discontinuation of product lines but we can provide infinitely stronger service in the long run!

To notify us of a lower price found elsewhere, please complete the Plumbtile Price Matching Request Form or email: pricematch@plumbtile.com.

Please note:

• All requests for the Plumbtile Price Matching Service must be submitted BEFORE you make your purchase.
• Plumbtile reserves the right to limit the number of items it allows in a specific Price Matching request.
• While we will take the costs of shipping, taxes and import duties into consideration and do our best to work around these costs, shipping, taxes and import duties are not covered by our Price Matching Service.
• The Plumbtile Price Matching Service only covers prices charged on new products. It does not cover any rebate offers.

We appreciate you giving us the opportunity to meet your needs and will do everything in our power to earn your continued business and referrals!

MAP Policy:

Some manufacturers have a minimum advertising price (MAP) policy, which means that we cannot advertise discounted pricing and/or we must comply with the manufacturer’s mandated discounted pricing. Although we can't ADVERTISE certain discounts, we can offer our loyal customers like you, our lowest pricing by simply calling us at: 866-758-6284.