Lead Time

Orders are processed after complete payment.

Ship time can vary depending on availability of material and ship-to location.

Getting Materials

There are two ways to get materials:

Materials may be picked up at our warehouse.
Materials can be shipped to you.

Pickup

If you are planning to pickup your order at our store, please bring a copy of your order and identification.

Our hours of operation are:
Mon - Fri: 8:00 am - 7:00 pm
Sat: 10:00 am - 4:00 pm.
Closed Sunday.


Our store is located at:
9516 Highway 5
Douglasville, GA 30135


Toll Free: 877.481.4640
Phone: 678.838.7430
Fax: 678.838.7414

Shipping Point

In-stock materials are shipped from our warehouse at
9516 Highway 5, Douglasville, GA 30135.
Materials not in stock may be shipped directly from the manufacturer.

Shipping: Types of Delivery

Residential Delivery

All shipped orders are curbside/tailgate delivery. Ceramic tile is heavy material. Boxes of material can reach excess of 70 lbs. Someone who is able, must be there to unload the material. The truck driver cannot unload the material from the truck.

Carriers impose additional shipping costs to residential addresses due to delivery limitations. Please let us know if there are and special instructions or situations, we can pass this information along to ensure accurate delivery.

Most truck lines offer lift gate service, which lowers the material to ground level. There is usually an extra charge for the lift gate.

Drivers are unable to enter your home. Customers are responsible for moving all materials inside the house, so plan accordingly.

Business Delivery

“Business Deliveries” are so classified when the material is delivered to a Non-Residential area and there is a loading dock on site with unloading equipment such as a dock board, a forklift or pallet jack, etc.
Truck lines charge less for Business Deliveries compared to Residential Deliveries.

Freight Charges

Shipping charges are based on several things:

Delivery Location
Weight
Type of Delivery: Residential or Business
After your order is placed, you will receive a confirmation email (or a phone call) advising all charges, including freight if you want the material shipped to you.
Be sure to check your spam folder just in case.

Delivery Times are only estimates

All delivery times are estimates, Tile and Stone Express, Inc CANNOT guarantee specific delivery times. You will be contacted by the carrier when the material arrives at the local terminal to set up delivery. Please provide all phone numbers where you may be contacted.

If the carrier cannot reach you additional charges will be incurred. Let us know if you are going to be away for periods of time, such as vacation, so that we can ship during times you are available to receive the material.

It is possible that your order may come from multiple locations, in which case there will be more than one delivery.

Depending on the location and accessibility of your delivery, the time frame for delivery can vary significantly.

Carriers

We use a variety of truck lines. These carriers have customer service contact information via their company website, which usually includes tracking information. Smaller orders may be shipped by parcel service (UPS, FedEx, or USPS).

After your order ships we will advise the name of the carrier and tracking information.

Orders are processed after complete payment.

Ship time can vary depending on availability of material and ship-to location.

Receipt of Materials

All orders are shipped with a packing list. Please be sure the material shipped matches the quantities ordered and the material ordered:

Thoroughly inspect the condition and completeness of your order. Be sure to note missing or damaged items on the Bill of Lading.

All orders are curbside/tailgate delivery. Ceramic tile is heavy material. Boxes of material can weigh more than 70 lbs. Someone who is able, must be there to unload the material. The truck driver cannot unload the material from the truck.

DO NOT let the driver leave until tou have verified the material is in good condition and all material is accounted for. Any damage or missing material must be noted on the delivery receipt, also called the Bill of Lading (BOL). If it is not, it will be more difficult to seek resolution.

Conditions

We recommend that you DO NOT schedule your installation until you have received and verified your full order. Manufacturing times, weather, supply-demand conditions, accidents and replacement shipping for damaged materials are some variances that may delay your order.

Please schedule your install to ensure you have adequate time to receive your material. We CANNOT be liable for failure to meet scheduled install dates due to delivery.

Return Shipments

NEVER refuse a shipment. It is extremely costly when the truck line handles a refused delivery and returns the material. Additional charges may apply to refused shipments and/or additional delivery attempts.

Once an order has been loaded and is in route, the customer is responsible for all fees and surcharges if you were to refuse the shipment.

Whatever the problem, accept the shipment, note any damages on the BOL, and call us. Toll free Tile and Stone Express, Inc: 877-481-4640.

International Shipments

We only ship within the contiguous forty eight United States and parts of Canada. NOTE: for all shipments to Canada, there are additional fees. These fees vary depending on material.

Cancellations

Orders cancelled prior to shipping can be done without penalty.

Please call Tile and Stone Express immediately if you decide to cancel your order. Toll free: 877-481-4640.

Installed Material

Tile and Stone Express, Inc. is not responsible for any damage, property damage or lost labor costs due to poor installation. The customer is responsible for all decisions dealing with installation.

USE CONSTITUTES ACCEPTANCE. If the material is unacceptable for any reason, DO NOT INSTALL. No claim can be processed if material has been installed.

Privacy Policy

Please see our Privacy Policy.

Return Policy

Please see our Return Policy.