Terms And Conditions
Shipping & Returns Policy
Shipping
All carpet tile orders are shipped by freight truck. A flat freight delivery fee of $1,250 applies to each order unless otherwise stated or confirmed in writing.
Delivery is typically curbside freight delivery. The customer is responsible for providing a valid delivery address, contact phone number, and access for freight delivery. Additional charges may apply for limited-access locations, inside delivery, liftgate service, appointment delivery, re-delivery, storage, or other carrier-related services.
Shipping times may vary depending on product availability, order size, destination, and freight carrier schedule. We will make reasonable efforts to process and ship orders as quickly as possible.
Customer Responsibility at Delivery
Please inspect all products immediately upon delivery before signing the delivery receipt. If there is visible damage, shortage, or missing material, note it clearly on the delivery receipt and contact us as soon as possible.
If freight damage is not noted at the time of delivery, claims may be limited or denied by the carrier.
Returns
Because carpet tile is a commercial flooring material and orders may involve large quantities, special handling, freight shipping, and dye lot considerations, returns are not automatically accepted.
Returns may be considered only with prior written approval. Approved returns must be unused, unopened, in original packaging, and in resalable condition. Return freight costs are the responsibility of the customer unless otherwise agreed in writing.
Non-Returnable Items
The following items are not returnable:
Special order products
Opened or installed material
Damaged material after delivery acceptance
Products without original packaging
Clearance or final sale items
Products returned without prior authorization
Order Accuracy
Customers are responsible for confirming product style, color, quantity, and coverage requirements before placing an order. We strongly recommend ordering samples before purchasing large quantities.
Terms of Service
By using this website and placing an order with Tileobay, you agree to the terms below.
Product Information
We make every effort to provide accurate product descriptions, pricing, images, colors, specifications, and availability. However, product colors may vary depending on screen settings, lighting, dye lots, and manufacturer production variations.
Customers are responsible for reviewing product details, color names, color numbers, quantities, and coverage requirements before placing an order.
Pricing
Prices are listed in U.S. dollars. Carpet tile pricing may be shown per square foot unless otherwise stated. Total order cost may include product price, freight delivery, applicable taxes, California Carpet Stewardship Assessment where applicable, and any other applicable charges.
We reserve the right to correct pricing errors, availability errors, or product information errors before processing an order.
Orders
Submitting an order does not guarantee product availability. Some products may be subject to inventory changes, manufacturer availability, lead times, or freight restrictions.
For large commercial orders, we may contact you to confirm availability, shipping details, freight cost, delivery requirements, and final order details before fulfillment.
Payment
Payment may be collected through Shopify checkout or by invoice, depending on the order type and payment method selected. Orders may not be shipped until payment has been received and confirmed unless otherwise agreed in writing.
Shipping
All freight shipping is subject to carrier availability and delivery conditions. Tileobay is not responsible for delays caused by freight carriers, weather, incorrect delivery information, limited-access delivery locations, or events outside our control.
Installation
Tileobay sells flooring materials. Unless otherwise agreed in writing, installation is not included. Customers are responsible for hiring qualified installers and verifying all measurements, site conditions, substrate conditions, and installation requirements.
Limitation of Liability
Tileobay is not responsible for installation errors, incorrect measurements provided by the customer, product misuse, delays caused by third parties, or indirect damages.
Changes to Terms
We may update these Terms of Service at any time. Continued use of the website means you accept the updated terms.
Privacy Policy
Tileobay respects your privacy. This Privacy Policy explains how we collect, use, and protect customer information.
Information We Collect
We may collect information you provide when you place an order, request a quote, contact us, subscribe to emails, or use our website. This may include:
Name
Email address
Phone number
Company name
Billing address
Shipping address
Order details
Payment information
Project details submitted through forms
How We Use Information
We use customer information to:
Process orders
Provide quotes
Arrange shipping and delivery
Communicate about orders
Send invoices
Provide customer support
Improve our website and services
Send marketing emails if you choose to subscribe
Payment Information
Payments are processed through secure third-party payment providers. Tileobay does not store full credit card numbers.
Sharing Information
We may share necessary information with service providers such as payment processors, shipping carriers, website platforms, and business tools needed to complete your order or provide services.
We do not sell customer personal information.
Email Marketing
If you subscribe to our mailing list, we may send you product updates, offers, and company news. You may unsubscribe at any time.
Data Security
We take reasonable steps to protect customer information. However, no online system is completely secure, and we cannot guarantee absolute security.
Contact
If you have questions about this Privacy Policy, contact us at:
info@tileobay.com
Refund Policy
Refunds are handled on a case-by-case basis and require prior approval.
Approved Refunds
If a refund is approved, it will be processed to the original payment method when possible. Processing time may depend on the payment provider or bank.
Freight and Shipping Charges
Freight, shipping, delivery, handling, and special service charges are generally non-refundable unless the refund is due to an error made by Tileobay.
Damaged or Missing Material
If your order arrives damaged or incomplete, you must note the issue on the delivery receipt and contact us as soon as possible. Please include photos, order number, delivery receipt, and a description of the issue.
Refunds for damaged or missing products may be limited if damage or shortage was not documented at delivery.
Non-Refundable Items
Special orders, opened products, installed materials, clearance products, final sale items, and unauthorized returns are not eligible for refunds.
Order Cancellation
Orders may only be cancelled before processing, shipment, or manufacturer fulfillment. Once an order has shipped or has been released to the manufacturer or freight carrier, cancellation may not be possible.
California Carpet Stewardship Assessment
Orders delivered to California may be subject to the California Carpet Stewardship Assessment.
This assessment applies to carpet and carpet tile products delivered to California and is calculated based on the applicable square yard rate. The assessment is shown as a separate line item when applicable.
The California Carpet Stewardship Assessment is not a sales tax. It is a required assessment related to carpet recycling and stewardship requirements in California.
For carpet tile, the assessment is calculated based on the square yards of carpet tile included in the order. Because products may be sold by square foot, the square footage may be converted to square yards for assessment purposes.
If you have questions about how the assessment applies to your order, please contact us before placing your order.