Shipping policy
SHIPPING POLICY
Thank you for shopping with TILE & LORE. This Shipping Policy explains where we ship, how long delivery normally takes, and what you can expect after placing an order.
1. ORDER PROCESSING
Orders are normally processed within 1–2 business days, Monday through Friday, excluding public holidays.
Processing time begins after your order and payment have been successfully confirmed. Processing time is separate from transit time.
Once your order has shipped, you will receive a shipping confirmation email containing tracking information.
2. ESTIMATED DELIVERY TIME
Transit typically takes approximately 5-8 business days after dispatch.
Including processing time, most orders are expected to arrive approximately 7-10 business days after the order is placed.
Delivery dates are estimates rather than guarantees. Customs processing, carrier delays, severe weather, holidays, incorrect address information, and other circumstances outside our reasonable control may affect delivery times.
If there is a material delay affecting your order, we will make reasonable efforts to notify you using the contact information provided at checkout.
3. SHIPPING DESTINATIONS
We currently ship to eligible addresses in:
• The contiguous United States
• Canada, excluding remote or carrier-restricted postal codes
We do not currently ship to Alaska, Hawaii, U.S. territories, the Federated States of Micronesia, the Marshall Islands, or Palau.
Availability is determined by the shipping address entered during checkout. If no shipping option appears, we are unfortunately unable to deliver to that address at this time.
4. SHIPPING COSTS
We offer free tracked shipping on orders of US$150 or more, after discounts, to eligible addresses in the contiguous United States and Canada.
For orders under US$150, the available shipping charge is displayed during checkout before payment is completed.
5. TAXES, CUSTOMS DUTIES, AND IMPORT FEES
Unless specifically stated on the product page or during checkout, all applicable taxes, customs duties, import fees, and standard clearance charges are included in the amount paid at checkout.
Customers should not normally be required to pay additional customs or import charges when an order is delivered.
If a carrier or customs authority unexpectedly requests an additional payment, please contact us at hello@tilelore.com before making the payment so that we can review the charge.
6. FULFILLMENT LOCATION
Some TILE & LORE products may be produced, quality-checked, fulfilled, or shipped by our production and fulfillment partners in China.
Regardless of fulfillment location, eligible returns are handled through our designated return address in the United States. The complete return address is provided after a return request is approved.
7. ORDER TRACKING
Tracking information will be emailed to you after your order ships.
Please allow a short period for the carrier’s system to activate or update the tracking number. Tracking updates may occasionally pause while a shipment is in transit or undergoing customs clearance.
8. ADDRESS CHANGES
Please review your name, shipping address, postal code, apartment or unit number, and contact information carefully before submitting your order.
If you need to make a correction, contact us as soon as possible at hello@tilelore.com.
We will try to assist, but we cannot guarantee address changes or cancellations after an order has entered processing or been shipped.
If an order is returned, delayed, or redelivered because the customer supplied an incomplete or incorrect address, additional shipping costs may be the customer’s responsibility.
9. ORDER CHANGES AND CANCELLATIONS
If you need to change or cancel an order, contact us as soon as possible at hello@tilelore.com.
We cannot guarantee changes or cancellations after processing has begun. Once an order has shipped, it is subject to our Return and Refund Policy.
10. LOST, DAMAGED, OR DELAYED ORDERS
If your shipment appears lost, arrives damaged, or experiences an unusual delay, please contact us promptly at hello@tilelore.com.
Please include:
• Your order number
• A description of the issue
• Photographs of the product and packaging, if the order arrived damaged
• Any relevant carrier or tracking information
We will work with the carrier to investigate and find an appropriate resolution.
TILE & LORE is not responsible for delays caused solely by carriers, customs authorities, severe weather, public holidays, incorrect customer-provided information, or events outside our reasonable control. However, we will make reasonable efforts to assist you.
11. PACKAGES MARKED AS DELIVERED
If tracking shows that a package was delivered but you cannot locate it, please first:
• Confirm the shipping address on your order
• Check around the delivery location
• Ask household members, neighbors, building management, or reception staff
• Contact the carrier for additional delivery details
If the package still cannot be located, email hello@tilelore.com with your order number and tracking information so that we can assist with an investigation.
12. RETURNS
Please do not send a return without contacting us first.
Eligible returns must be approved before shipment and sent to the designated U.S. return address provided by our customer service team.
For complete eligibility requirements and instructions, review our Return and Refund Policy:
https://tilelore.com/policies/refund-policy
13. CONTACT US
For questions about shipping or an existing order, contact:
TILE & LORE
Email: hello@tilelore.com
Website: https://tilelore.com
We normally respond within 1–2 business days, Monday through Friday, excluding public holidays.
Last updated: September 12, 2026