terms and conditions

Return and Exchange Policy

Products returned or exchanged for reasons other than damage or defect are subject to a Restocking Fee of 25%.

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.

  • 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 Tilemax and its affiliates. There is no writing or labels on the merchandise packaging

    • Any product returned to Tilemax 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. Tilemax is not responsible for return shipping costs on general return.

  • Products damaged in transit back to Tilemax: Tilemax will refuse returned product if the product is damaged in transit. You must make any and all claims of damage during shipment to Tilemax with the carrier. Tilemax cannot make claims on behalf of the customer with the freight carrier. Credit will not be issued for products damaged in transit back to Tilemax.

Product Display and Pricing

Ceramic and porcelain tile is sized using a nominal dimension (i.e. a 12”x12” tile may only be 11-7/8”x11-7/8”). This description method is a industry standard . Ceramic and porcelain, clay and concrete tiles are subject to variations in color, shading and caliber. Natural stone tiles/slabs are products of nature and are subject to documented characteristics and natural variations such as wide variances in color, shading, texture and veining beyond the control of Tilemax. Tilemax does not accept liability for any errors and/or omissions contained on the Site, including but not limited to any product display page for any product listed for sale on the Site. Tilemax reserves the right to change information, prices, specifications and descriptions for any goods, products or services displayed on the Site at any time and without notice and does not warrant that a product description or content on the Site is accurate, complete, reliable, current or error-free.

Order Processing

Your receipt of an electronic or other form of order confirmation does not signify Tilemax’s acceptance of Your order, nor does it constitute confirmation of Tilemax’s offer to sell. All orders are accepted in California United States.

Tilemax reserves the right at any time after receipt of Your order to decline, refuse or cancel Your order for reasonable cause including but not limited to (i) lack of availability of products, (ii) failure by You to satisfy payment terms, (iii) product pricing error, (iv) restrictions or prohibitions on the sale or use of products, (v) if Tilemax determines, in its sole discretion, Your order is made for commercial resale purposes, and/or (vi) any breach by You of these Terms of Sale. If payment has been remitted for the purchase and Tilemax cancels Your order, Tilemax shall forthwith issue a refund no greater than the amount remitted for the unaccepted or cancelled order.

Order Changes and Cancellations

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 Tilemax 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. 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.

Payment Terms

You must pay for the order in full by approved credit card, wire transfer, electronic funds transfer or some other prearranged payment method agreed to by Tilemax in writing. Orders are not binding upon Tilemax until accepted by Tilemax (see Order Processing provisions set out in these Terms of Sale).


Tilemax offers delivery in the United States based on your Shipping Address. Certain restrictions may apply based on order size and content as well as restrictions imposed at law. Tilemax will deliver Your order, via its logistics or delivery agent(s), to the shipping address You provide at the time of purchase and indicated on the invoice for Your order (the “Shipping Address”).

Unless otherwise agreed to in writing by Tilemax and subject to these Terms of Sale, all deliveries of Your order will be to the street curb-side of the Shipping Address only. You will be responsible for moving the contents of Your order from the street curb-side of the Shipping Address into Your home or business.You are responsible for all costs related to the shipping and delivery of Your order to the Shipping Address including but not limited to all customs and duties that may be applicable to the order.

It is Your responsibility to provide Tilemax accurate and complete information in order to allow Tilemax and/or its delivery agents to facilitate the delivery of Your order.

Shipping rates and delivery pricing provided to You for your order are for Standard Delivery only. Additional storage and/or shipping charges and other warehouse charges may apply if You can not be contacted, or are unavailable to receive product or if an order is redirected at Your request. 

If a shipping rate and/or delivery pricing is quoted at an incorrect rate due to typographical error, error in product attributes received by Tilemax from a Supplier, or error in pricing from Tilemax’s delivery agents, Tilemax will have the right to refuse, adjust, or cancel any orders placed by You whether or not the order has been confirmed or whether or not payment has been remitted by You.