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Order Info and Return Policy
Payment options
AnchorBayTile.com accepts credit cards, personal checks, and money orders for payment. No business checks can be accepted at this time. We accept Visa, Master Card, American Express, and Discover.
If you choose not to use our secure server to place your credit card order over the internet you may place a telephone order by calling us at 1 888 260-7371. Please have tile style and quantities ready when you call. Note regarding check orders, it will take a minimum of seven days to process and clear a personal check before an order can be packed and shipped.
No C.O.D. orders can be accepted at this time.
Samples ordering policy
You may order samples of any of the tiles on our website. To do so, simply click on ORDER TILE SAMPLES and enter the quantity required. For glass mosaic tiles and any other mosaic tiles we ship only ¼ (measuring approximately 6” x 6”) of a 12” x 12” sheet. All tile sample orders ship FREE with USPS Priority Mail.
Color and shade variation is a natural characteristic of all of our tiles. In all of our tiles no guarantee is made that your final order will match your sample order in color or shade. Also, no guarantee can be made that tiles received in subsequent orders as add-ons or otherwise will match or blend well with those in previous orders.
Inspection and Acceptance
We strive for a high level of quality in all of the products we offer to our customers. Occasionally there is a problem with a product and in those cases we will work with you since customer satisfaction is our number one goal. We ask our customers to inspect their package immediately upon its arrival to your home or the specified delivery address.
We request that our customers notify us in writing via fax or email within 5 days of receiving their order of any problem. Installation of any tile constitutes the customers acceptance of that product and that tile will no longer be available for a return.
We encourage you to take advantage of our ORDER TILE SAMPLES program since a computer's monitor settings may affect the way colors appear on screen.
Order cancellation policy
On special order items, customers will have a 24-hour time limit from the time they place their order in order to cancel that order. A special order item is considered any item that is not in our stock. Special order items and stock items are noted on our website. Any items shipped from our stock can be canceled up until the time of shipment. It is the customer’s responsibility to verify a products ship date by calling us at 1 888 260-7371. If the stock item has already shipped then please follow our RETURN POLICY (below) for instructions to follow for any necessary returns.
Return Policy
AnchorBayTile.com must receive any return request in writing via fax or email within 5 days of delivery of your order. When request is approved, you will have 14 days to return items for refund or a credit. To process a refund, please phone us at 1 888 260-7371 and request a return authorization form to be sent to you by fax or e mail. Complete the form and place the form in the box for shipping back to the proper warehouse.
Important: Shipping fees are not refundable.
Customers assume responsibility if damaged merchandise is signed for at the time of delivery. All shipments must be inspected at the time of delivery; if you suspect damage, please note 'damaged' with your signature or refuse the entire delivery and call us immediately at 1 888 260-7371. If concealed damages are reported within 48 hours for UPS or FED-EX deliveries, we can file a claim on behalf of the customer and work to resolve it. If a customer signs for a common carrier delivery and does not note any damage, then it is the customer's responsibility to file a claim with the freight company to recoup the damages.
All items submitted for return will be subject to inspection and AnchorBayTile.com reserves the right to refuse a return or exchange. Variation from sample tiles, or in color, shade, or dimensions are not deemed cause for return. Installation of our tile products constitutes acceptance of that product and those items will not be eligible for return. In certain circumstances, a restocking fee may apply to your item. Please note that special orders are not returnable.
Shipping Policy
For the best service possible AnchorBayTile.com ships its orders via UPS or Fed Ex under two delivery options. Orders over 150 lbs. will ship via Common Carrier and delivered as a curbside delivery only.
Ground Service
Orders shipped using our standard delivery will be sent using UPS or Fed Ex Ground delivery and usually will arrive within 3 – 5 business days. In stock orders shipping to Alaska and Hawaii usually will arrive in 5 – 7 business days.
Express Delivery
Orders shipped using our express delivery will be sent using UPS or Fed Ex 2 day and will arrive within two business days by 7 p.m. if the order is received by 1 p.m. Mountain Standard Time Monday through Friday. Express deliveries to Alaska and Hawaii usually will arrive within 3 business days by 7 p.m.
We do not ship any items to Post Office boxes. We will quote international shipping orders on a per order basis.
Delivery Inspection
Do not sign for and/or do not accept receipt of any products that are visibly damaged. If a product appears to be damaged, please refuse delivery of the item and notify our CUSTOMER SERVICE TEAM immediately at: 1 888 260-7371.
UPS/FedEx:
As stated previously, smaller items are generally shipped via UPS or Fed Ex. If you are home when the delivery arrives, please inspect the packages for obvious damage. If a product appears to be damaged, please refuse delivery of the item and notify our CUSTOMER SERVICE TEAM immediately. If the delivery is made when you are not home, then please inspect your order carefully. You should confirm the accuracy of the order and verify that all products have arrived in satisfactory condition. Any claims for damages and/or errors must be made within 48 hours of receipt.
Common Carrier Services:
Larger tile shipments over 150 lbs. require delivery by private trucking firms (common carriers). These companies will call you in advance to arrange a delivery time. This is curbside delivery only. For these type of orders please make sure you have made arrangements in advance to have someone available (contractor, friend, etc.) to help you bring the items into your home.
It is very important that you inspect these common carrier deliveries thoroughly before signing for them. Inspect the boxes 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. If a product appears to be damaged to the point that it cannot be used - do not accept it.
If you discover internal (non-visible) damages after the delivery has been signed for then you need to notify us within 48 hours of receipt.
AnchorBayTile.com cannot accept responsibility for any damaged product once you sign for a delivery, but we will work with you to resolve the claim with the carrier.
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