Order Cancellation Policy
Information about the order cancellations available to you
Information about the shipping options available to you
Important warranty information for Plumbtile's products
Our charge policy on your credit card
Our low price guarantee and price matching policy
Our policy to protect your private information
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.
Customer Support Team
PlumbTile will gladly accept your products for return or exchange and issue a refund in accordance with our Returns & Exchanges Policy and directions
Returns and Exchanges:
Contact our returns department by telephone 1-866-369-8180 to obtain a Return Goods Authorization number (RGA #). Or please complete the RGA Form (Click Here To Download RGA Form) and fax it to (858) 300-8871.
Please follow the directions below to make your return or exchange:
1. Return product(s) along with your RGA number to:
PlumbTile , 7254 Clairemont Mesa Blvd, San Diego CA 92111
- Required condition of returned items: Products must be returned in re-saleable condition:
- Product is free from scratches and/or defects
- Product has not been installed
- Product is in the original packaging as shipped by PlumbTile and its affiliates. There is no writing or labels on the merchandise packaging
- Any product returned to PlumbTile in packaging other than the original would be returned to the sender
- Include all original packing materials, manuals, and accessories with the product to avoid any additional fees.
- Returned shipping cost: We recommend items be returned via UPS or insured parcel post for proof of delivery. Please be certain that items are secure in their packaging so damage does not occur while they are in transit back to our warehouse.. PlumbTile is not responsible for return shipping costs on general return.
- Products damaged in transit back to PlumbTile. PlumbTile will refuse returned product if the product is damaged in transit. You must make any and all claims of damage during shipment to PlumbTile with the carrier. PlumbTile 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.
2. Ensure that RGA# appears on outside of your return shipment. Packages without an RGA# will be refused and returned to you by the carrier. PlumbTile cannot accept responsibility for charges incurred from packages returned without an RGA#.
Return / Exchange Window
Return/Exchange requests must be received within 30 days of delivery. No returns or exchanges will be accepted beyond this time.
Products returned or exchanged for reasons other than damage or defect are subject to a Restocking Fee.
PlumbTile's restocking Fee is 15% of the purchase price of the returned/exchanged merchandise, except for:
- The BrassTech Family of products (including BrassTech, Newport Brass, PlumbTrim, Ginger, and Motiv) - 35% of the purchase price. (All Ginger and Motiv Mirrors are non-refundable.)
- Brizo - 25% of the purchase price.
- Dornbracht - 25% of the purchase price.
- Duravit - 25% of the purchase price.
- DXV - 25% of the purchase price.
- Graff - 25% of the purchase price.
- Hansgrohe - 25% of the purchase price.
- Huntington Brass - 25% of the purchase price.
- Infinity Drain - 25% of the purchase price.
- Myson - 25% of the purchase price.
- Phylrich - 25% of the purchase price.
- Sugatsune - 25% of the purchase price.
- Top Knobs - 20% of the purchase price.
- Toto - 25% of the purchase price.
- Watermark - 30%-35% of the purchase price (dependent upon the finish).
NOTE: Products that are not compliant with local building codes/standards, homeowner's associations, CC&Rs are not considered defective. It is your responsibility to ensure compliance with any regulating authority, by asking questions of your local authorities. Questions about installation and application should be directed to your local professional and/or the manufacturer.
Customer Credits and Refunds
Products returned for credit or refund are subject to inspection by PlumbTile, its affiliates, and/or vendors. Credit or refund will only be issued after products are inspected and determined to be in resalable condition. All returns and exchanges will be credited less the restocking fees. You can expect a credit or a refund check approximately 20-25 days from PlumbTile's receipt of your return. Please note however, that refunds can take up to 35 days if there are, missing parts, defective product or any other issue that may delay the Refund/Credit process.
If you have not received your refund or credit within 35 days, please contact us at 1-866-369-8180 or firstname.lastname@example.org
- Products without original package.
- Product that is used or shows signs of installation.
- Special Order Product
- Discontinued Product
- Parts or Replacement Parts
- Clearance products and products $15 or less in value
- All Toilet Seats are Non-Returnable
- Living Finishes
If a customer refuses product that were to be delivered to them and the items are returned to PlumbTile without going through the return process to receive an RGA# and Return Authorization, the customer will be responsible for all return shipping charges including original shipping fees. PlumbTile will also charge a 20% Handling Fee to cover it's costs with additional processing of the order and treat the refused shipment as a General Return with Restocking Fees.
Shipping and Freight Damage
Your product should be inspected immediately upon receipt for shipping damages, if the product is damaged please note damage on delivery ticket and contact PlumbTile. Product damaged during shipment must be reported to PlumbTile. Within three (3) days of receipt of your shipment. PlumbTile 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 PlumbTile immediately. If there are multiple items in your shipment, refuse only the damaged products and keep the remainder of the shipment of product.
Defective Product must be reported to PlumbTile immediately. Our Customer Support Team is here to assist you. To ensure that replacement will be made for any defective product, PlumbTile recommends that all items be professionally installed. PlumbTile is not responsible for any labor costs incurred as the result of the installation of wrong or defective parts. Please be aware that modifying a product in a permanent way will void the warranty.
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:
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 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.
For orders within the 48 U.S. Contiguous States and with a pre-tax sub-total of less than $79, Plumbtile charges a shipping fee of $9.99. For all other orders, with some exlusions (usually for heavyweight items and other circumstances) Plumbtile provides FREE shipping by UPS Ground serving the 48 Contiguous States in the U.S.
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.
For orders in Alaska, Hawaii, Puerto Rico, outside continental US and Canada, please email us (email@example.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 directly 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 (firstname.lastname@example.org) 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.
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.
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.
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.
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.
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!
- 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!
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: 1-866-369-8180.
Collection of your Personal Information
PlumbTile may collect personally identifiable information, such as your name. If you purchase PlumbTile's products and services, we collect billing and credit card information. This information is used to complete the purchase transaction. We may gather additional personal or non-personal information in the future.
Information about your computer hardware and software may be automatically collected by PlumbTile. This information can include: your IP address, browser type, domain names, access times and referring website addresses. This information is used for the operation of the service, to maintain quality of the service, and to provide general statistics regarding use of the PlumbTile website.
PlumbTile encourages you to review the privacy statements of websites you choose to link to from PlumbTile so that you can understand how those websites collect, use and share your information. PlumbTile is not responsible for the privacy statements or other content on websites outside of the PlumbTile website.
Use of your Personal Information
PlumbTile collects and uses your personal information to operate its website(s) and deliver the services you have requested.
PlumbTile may also use your personally identifiable information to inform you of other products or services available from PlumbTile and its affiliates. PlumbTile may also contact you via surveys to conduct research about your opinion of current services or of potential new services that may be offered.
PlumbTile does not sell, rent or lease its customer lists to third parties.
PlumbTile may, from time to time, contact you on behalf of external business partners about a particular offering that may be of interest to you. In those cases, your unique personally identifiable information (e-mail, name, address, telephone number) is not transferred to the third party. PlumbTile may share data with trusted partners to help perform statistical analysis, send you email or postal mail, provide customer support, or arrange for deliveries. All such third parties are prohibited from using your personal information except to provide these services to PlumbTile, and they are required to maintain the confidentiality of your information.
PlumbTile may keep track of the websites and pages our users visit within PlumbTile, in order to determine what PlumbTile services are the most popular. This data is used to deliver customized content and advertising within PlumbTile to customers whose behavior indicates that they are interested in a particular subject area.
PlumbTile will disclose your personal information, without notice, only if required to do so by law or in the good faith belief that such action is necessary to: (a) conform to the edicts of the law or comply with legal process served on PlumbTile or the site; (b) protect and defend the rights or property of PlumbTile; and, (c) act under exigent circumstances to protect the personal safety of users of PlumbTile, or the public.
The PlumbTile website may use "cookies" to help you personalize your online experience. A cookie is a text file that is placed on your hard disk by a web page server. Cookies cannot be used to run programs or deliver viruses to your computer. Cookies are uniquely assigned to you, and can only be read by a web server in the domain that issued the cookie to you.
One of the primary purposes of cookies is to provide a convenience feature to save you time. The purpose of a cookie is to tell the Web server that you have returned to a specific page. For example, if you personalize PlumbTile pages, or register with PlumbTile site or services, a cookie helps PlumbTile to recall your specific information on subsequent visits. This simplifies the process of recording your personal information, such as billing addresses, shipping addresses, and so on. When you return to the same PlumbTile website, the information you previously provided can be retrieved, so you can easily use the PlumbTile features that you customized.
You have the ability to accept or decline cookies. Most Web browsers automatically accept cookies, but you can usually modify your browser setting to decline cookies if you prefer. If you choose to decline cookies, you may not be able to fully experience the interactive features of the PlumbTile services or websites you visit.
Security of your Personal Information
To secure your personal information from unauthorized access, use or disclosure, PlumbTile uses the following:
- Trust Guard
- Authorize Net
- Miva Merchant.
For the past 5 years PlumbTile has successfully met both Trust Guard Daily PCI Security Scanning and Security Verified Requirements. . By successfully passing Trust Guard's daily PCI Scans, PlumbTile is able to significantly improve the safety and protection of your information.
Children Under Thirteen
PlumbTile does not knowingly collect personally identifiable information from children under the age of thirteen. If you are under the age of thirteen, you must ask your parent or guardian for permission to use this website.
Opt-Out & Unsubscribe
We respect your privacy and give you an opportunity to opt-out of receiving announcements of certain information. Users may opt-out of receiving any or all communications from PlumbTile by contacting us at email@example.com
Changes to this Statement
PlumbTile will occasionally update this Statement of Privacy to reflect company and customer feedback. PlumbTile encourages you to periodically review this Statement to be informed of how PlumbTile is protecting your information.
PlumbTile welcomes your questions or comments regarding this Statement of Privacy. If you believe that PlumbTile has not adhered to this Statement, please contact PlumbTile at:
7256 Clairemont Mesa Blvd Suite A
San Diego, California 92111
Effective as of October 21, 2014