Customer Support

Tile Ordering FAQs:

Everything You Need to Know

Got questions before placing your tile order? Find all the answers about lead times, sample orders, and more.

Account Use FAQs

Click the “Account” icon at the top of the site to sign up or log in.
You’ll just need an email address and a secure password.

Yes — logged-in users can see order history, saved products, and track their deliveries in the account dashboard.

Click “Forgot Password” on the login page and enter your email.
We’ll send you a secure reset link.

Yes — during sign-up, you can indicate your company name and tax ID.
Business users may receive tailored support or bulk pricing upon request.

Placing an Order

Simply browse our products, choose your style, and click “Add to Cart.”
Follow the checkout steps to enter your shipping details and payment method.

Yes — guest checkout is available.
However, we recommend creating an account to track your order status, view history, and access support faster.

Yes — you can freely update your cart before completing payment.
Just go to your cart page and adjust quantities or remove items as needed.

There’s no minimum for ordering samples.
For full-size tile or vinyl products, a minimum area of 10 square feet may apply depending on the item.

Yes — you can order sample kits without purchasing full-size products.
In fact, we recommend starting with samples before committing to large quantities.

Order tracking & Modifications

Once your order ships, you’ll receive a tracking link via email.
You can also log into your account to check shipment status and updates.

Please contact us within 24 hours of placing your order.
If your order hasn’t shipped yet, we’ll do our best to update the delivery address.

Post-shipping changes such as address updates or expedited delivery may incur extra fees. Please contact support immediately to assess feasibility

If your order has not yet been packed or shipped, we may be able to make changes.
Please email us as soon as possible to check eligibility.

We understand that timing matters.
Please let us know your preferred delivery window when placing the order, or email us afterward — we can hold your order before dispatch or arrange future delivery based on availability.

Yes — you’ll receive an email notification with your tracking number once the order ships.
You can also log into your account to view shipping updates.

Yes, but conditions vary depending on your order type:

• Standard products may be modified or canceled before shipping, as long as changes are submitted in writing and confirmed by our team. Major changes — such as switching products, changing delivery addresses, or requesting expedited shipping — may result in additional fees.

Once production or export logistics has begun, we may not be able to reverse changes even before shipping. We recommend reviewing your order carefully before confirmation.

• For custom or made-to-order items, cancellation or modification after confirmation will incur a 15% cancellation fee, even before shipping. This covers administrative costs and material allocation already initiated.

Order Issues FAQs

If anything is missing, notify us within 5 days of delivery.
We’ll verify your order and shipment records and ship the missing items if confirmed.

Sorry about that! Please send us a photo of the item you received, and we’ll guide you through the return or replacement process at no extra cost.

All shipping-related issues must be reported within 5 calendar days after delivery.
Delays in reporting may affect eligibility for replacements or claims.

Yes — if the damage is confirmed, we’ll either replace the affected items or issue a refund, depending on availability and your preference.

Due to the fragile nature of tiles, a breakage rate below 3% is considered normal for large orders.

Tiles may have slight dye lot variations between production batches.
To ensure consistency, we ship each order from a single batch when possible.
If you notice noticeable differences, contact us and we’ll investigate and resolve the issue.

Shipping delays can occur due to customs, weather, or third-party carriers.
If your order appears lost or has no tracking updates after a reasonable time, contact us.
We’ll coordinate with the carrier and keep you informed, and reship if confirmed lost.

Yes — if your order is short due to packing or handling error, we’ll verify the issue and ship the missing pieces at no cost.
Please contact us within 5 days of delivery.

Yes — if the shipment arrives with visible damage to the box, you can refuse the delivery and notify us immediately.
We’ll handle the claim with the carrier and arrange a replacement once confirmed.

Yes — even if you accepted the delivery, please inspect the items as soon as possible.
Report any issues within 5 days with photos, and we’ll assist with replacements or compensation based on the situation.

Changes made after shipping may result in additional freight charges or redelivery fees.

Refusing delivery without prior approval will be treated as an unauthorized return. Please contact us before refusing a shipment.

Installed items are considered accepted and not eligible for return. Always inspect products before installation.

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