Shipping & Info

Shipping & Handling

How long does it take to ship my online order?

• Materials that are in stock at our distribution center are shipped out within 2-3 business days from order date. Delivery time is normally estimated between 4-7 business days.
• Shipping times can be delayed if there are backordered items on your order. A Customer Service representative will update you with any inventory issues.
• We strongly recommend you do not schedule installation until you have received and inspected your products as there can be unforeseen delays including shipping delays due to weather, breakage, etc.
• The Home Interiors and Beyond, Inc cannot be held liable for failure to meet schedule install dates due to delivery.
• Delivery dates are approximating and cannot be promised under any circumstance.
• Curbside freight deliveries will require an appointment, which are scheduled directly with the assigned carrier.
• Please, provide us with a phone number at which you can be reached 24/7. The trucking company will call you prior to residential delivery to schedule the delivery. Please specify a valid street address for delivery. No deliveries can be made to a P.O. Box. Shipping rates vary by location.  A separate payment will be run for the shipping fees. The fees will incur for the standard rate of the shipping location.

What steps do I need to take if I receive broken tile in my shipment?

• Receive shipment in full. Make note of any visible damage to the shipment on the Proof of Delivery (POD) provided by the freight company for signature.
• Examine your entire order upon delivery. Open each box/package and inspect all items.
• Any damage that is found, please photograph the products affected.
• Email photos of damage to info@hiabeyond.com with “Damaged Product” in the subject line. Please be sure to include your order details in the message (name, order number, phone number and date of arrival). Limit to 2-3 photos per email to ensure the email is properly delivered to our Customer Service team.

What is curbside delivery?

Larger tile shipments are secured to a pallet and delivered by freight carrier. For residential deliveries, an appointment is required with the carrier and the shipment is delivered at the edge of the property or “curbside.” The shipping company will not physically move or carry product at time of delivery

What should I expect when my tile is delivered?

• Depending on the size and quantity of materials shipped, items will be shipped via UPS or LTL freight service.
• Delivery service is ground service.
• UPS shipments will be delivered to the address supplied and may require a signature for delivery.
• LTL freight shipments are curbside deliveries.
• Someone is responsible to be at the residence upon delivery and sign for materials.
• Any pallets of material are delivered at ground level.
• The shipping company will not physically move or carry product.

Returns & Exchanges

What are your purchasing terms and conditions?

• Inspections
  • You or your representative must inspect any stone or tile product upon delivery and must promptly notify the product sales representative of any problems or dissatisfaction with the product delivered. If there is a damage claim, the manufacture must have sufficient time after notification to inspect the damage. You are to keep the product secure until inspected.
• Returns
  • If you are dissatisfied with the product for any reason, you must promptly notify the product sales representative to receive a full credit of the purchase price and the return of the product. Once the product is installed, it may not be returned under any circumstances. It is important that you understand that once the product is installed you are accepting the product without recourse. A refund will be issued for full boxes of current tile returned in good box condition within 6 months of the date product was received. Sealed liquid products and setting materials may be returned within 90 days. No returns allowed on discontinued or special-order items.
• Refunds
  • Credit Card Purchases: All refunds will be processed to the credit card used for the original purchase. Customer must be present with the original credit card to receive the refund. The refund will be processed and sent to the customer within 10-14 business days. All refunds will be issued in the name on the original invoice.

Do you have any warranties?

The manufacture offers a 25-year warranty on the thin-set adhesive materials when used in accordance with the Tile Council of North America (TCNA) standards.