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Shipping & Delivery

SHIPPING           

           

DEKO Tile ships its products to customers anywhere in the United States. We developed our webstore to calculate all shipping costs before you place your order so that you get the total delivered cost. Our proprietary technology is integrated with our webstore and is designed to calculate the most cost-efficient mode of transportation from one of our fulfillment centers to your door.

 

Depending on the size and weight of your order, our integrated technology determines which method of shipment will be used. Small orders ship via UPS Ground and larger orders ship via motor freight. On our website, our customers are able to get instant real-time shipping rates from UPS and all major motor freight (trucking) companies. DEKO Tile is able to get deeply discounted shipping rates since we process large volume of shipments on a continuous basis, and we proudly pass those savings directly onto our customers.

  

DELIVERY

 

All UPS Ground deliveries include curbside delivery at the shipping destination.

 

If your order needs to be shipped via motor freight, you will be asked a few questions during checkout to determine the services you will need during delivery.

  • All residential deliveries that ship via motor freight will need a special delivery service called “Liftgate Delivery” to unload the materials. Please note that the truck driver will not carry the materials inside a building or up the stairs, residential delivery is strictly defined as curbside delivery.
  •   If your order ships to a commercial address, you will be asked if you have a receiving dock or forklift at the delivery address. If you answer “Yes” to this question, unloading the material from the truck will be your responsibility. If you don’t have the means to unload the materials, the trucking company may charge for additional handling and/or liftgate delivery, and DEKO Tile reserves to bill you for such additional charges.

  • It is customer's responsibility to state the correct Delivery Conditions (Residential vs. Commercial and Liftgate Delivery) at the time of the order. If the carrier that is used to ship the order charges for any additional conditions not stated on the order, DEKO Tile reserves the right to bill the customer for those charges upon providing proper documentation of those charges.

DELIVERY TIME

Please refer to the map below for estimated transit times.  


TRACKING

 

Once your order ships out of one of our fulfillment centers, you will receive an e-mail with the tracking information. You can always check the status of your order under My Account section of our website.

 

SAMPLES

 

Samples ship via USPS or UPS. Please allow 1-2 business days for processing and 1-5 business days for delivery. DEKO Tile doesn’t accept returns on samples.

 

RETURN POLICY 

       

If for any reason, you are not satisfied with your purchase, you may return the materials to us within 7 days of delivery or 14 days of invoice, whichever comes later. Please obtain a Return Material Autorization (RMA) number here , returns without an RMA number may take significantly longer to process.

    

Please note that DEKO Tile doesn’t not accept returns after the return period stated above and does not accept any claims once the product has been installed. Therefore, we strongly recommend that you inspect the contents of your order carefully and contact us within the Return Period to initiate the return process before starting installation. Please carefully package all materials in its original packaging. All returned materials are subject to a 15% re-stocking fee. Shipping costs are not refundable, and return shipping is customer’s responsibility. Your refund will be sent to you within one week in the original method of payment once we receive the return, and verify the condition of the products. Please note that, any damage not reported within 3 days of the delivery of the order is customer’s responsibility.

 

   

What if the products are damaged during shipping or the wrong product is shipped?

   

If you believe that you received the wrong product, please take pictures and contact us within 3 days of the delivery with the pictures. If we conclude that it was our mistake, and you really did receive a product different than you ordered, we will contact you to discuss the best way resolve the issue. We can either replace the order, or refund you for the full amount of your order including shipping. In either case, you will not incur any additional shipping costs, and we will arrange for the pick up of the wrong product.

   

If we conclude that the product you received is the product you ordered, we will still contact you to discuss if you want us to process a regular return of your order. To minimize these kinds of issues, we strongly encourage you to order a sample before placing a larger order. Please note that the samples are only small swatches of the products; and although the sample will be a good representative of the actual material you will receive, variations in the colors and patterns is normal especially in natural stone poducts since these products are not man-made, but are genuine nature-made products.

   

It is not unusual to have 2% - 3% of the tiles broken, such as chipped edges, to some degree during transit. Any amount up to 5% is still considered acceptable. These damaged tiles can be used for the cuts you will need to make. If breakage is above 5%, we would ask you to have it noted on the logistics receiving document and take pictures.

   

Please note that DEKO Tile doesn’t not accept returns after 7 days and does not accept any claims once the product has been installed. Therefore, we strongly recommend that you inspect the contents of your order carefully and contact us within 7 days to initiate the return process before starting installation. Please carefully package all materials in its original packaging. All returned materials are subject to a 15% re-stocking fee. Shipping costs are not refundable, and return shipping is customer’s responsibility. Your refund will be sent to you within one week in the original method of payment once we receive the return, and verify the condition of the products. Please note that, any damage not reported within 3 days of the delivery of the order is customer’s responsibility.

 

Additional Inquiries

 

You can call our Customer Service at (310) 669-8880 or contact us online for additional questions.

 
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