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Shipping & Receiving Materials

Shipping & Billing

Due to the various closures and limitations, material may be subject to availability. Also, due to the current health conditions, shipping times are not guaranteed and delays may be unavoidable.

In order to provide you with the total for your order, we will need to add freight, where applicable.

Once we have received your information, we will find the best possible freight rate. Freight depends on weight and distance from source to destination.

After we have obtained the best possible rate, we will email you with that information and the total.

After you receive our email with the total including freight, you may call us with your credit card information or provide it by return email, should you decide to order.

Feel free to shop the site, add the items you are interested in to the cart and complete the checkout process. All of the orders are only quotes, they only become orders when you provide your credit card information.

Why do we process orders this way? Here are a few reasons:
  • Freight Charges-Shipping charges can vary from a few bucks to $1,500 or more (depending on weight, distance and quantity). We want to make sure you have all the information you need regarding your order before we accept payment.
  • Order and Identity Verification-We want to make sure that the material you are ordering is the correct material and the shipping and billing information is correct.
  • Helps Prevent Phishing-A common tactic by identity thieves, phishing is creating a payment section of a web site that is a direct copy of the actual sites checkout. By not having this section, we prevent that from happening.
  • Unnecessary Fees and Charges-Verifying shipping and billing information as well as the material being ordered, we can minimize the fees and charges associated with extra transactions and shipping costs. This will help us keep our prices as low as we can as well as continuing to provide the high quality of service our customers expect.

Lead Time

Orders are processed after complete payment.

Ship time can vary depending on availability of material and ship-to location.

Getting Materials

There are two ways to get materials:

Materials may be picked up at our warehouse.
Materials can be shipped to you.


If you are planning to pickup your order at our store, please bring a copy of your order and identification.

Our hours of operation are:
Mon - Fri: 8:00 am - 5:00 pm
Sat: 10:00 am - 4:00 pm.
Closed Sunday.

Our store is located at:
9560 Highway 5
Douglasville, GA 30135

Phone: 678.838.7430
Fax: 678.838.7414

PLEASE NOTE: While we try to stock as many of the items as possible, we cannot stock everything. Some of the material on our site are special order. If you choose to pickup the material from the store, please be aware that we will call you to process payment on the particular items that are special order before we order the materials to be shipped to our store for your pick up.

Also, we try to stock as much of a material as possible, some products may be out of stock due to manufacturer production or sell out. We will do our best to contact you with any stock or special order material for your order.

Third Party In-Store Pickup Policy

If you would like for your contractor or a third-party to pick up your purchase, you will need to add that person to your order at time of purchase. This can be done during the checkout process on the website. The person picking up the merchandise will need to provide a valid Government issued ID prior to Tile and Stone Express releasing any merchandise to this person. A third-party can only be added to the order at time of purchase.

Shipping Point

In-stock materials are shipped from our warehouse at
9560 Highway 5, Douglasville, GA 30135.
Materials not in stock may be shipped directly from the manufacturer.

Shipping: Types of Delivery

Residential Delivery

All freight shipped orders are curbside/tailgate delivery. Ceramic tile is heavy material. Boxes of material can reach excess of 70 lbs. Someone who is able, must be there to unload the material. The truck driver cannot unload the material from the truck. ** We will not accept a claim on material that is dropped off at the delivery location without any one present to physically sign for the material. **

Carriers impose additional shipping costs to residential addresses due to delivery limitations. Please let us know if there are any special instructions or situations, we can pass this information along to ensure accurate delivery.

Most truck lines offer lift gate service, which lowers the material to ground level just inside the driveway. There is usually an extra charge for the lift gate. Please note: lift gate delivery does not include inside delivery. These trucks will not pull into any driveway to due to the size and weight of their vehicle. Inside delivery is a separate fee and will have to be scheduled based on the carrier's regional availability, in some cases this can be an extra 3-5 business days.

Drivers are unable to enter your home. Customers are responsible for moving all materials inside the house, so plan accordingly.

Business Delivery

“Business Deliveries” are so classified when the material is delivered to a Non-Residential area and there is a loading dock on site with unloading equipment such as a dock board, a forklift or pallet jack, etc. Truck lines generally charge less for standard Business Deliveries compared to Residential Deliveries.

Freight Charges

Shipping charges are based on several things:

Delivery Location
Type of Delivery: Residential or Business
After your order is placed, you will receive a confirmation email advising all charges, including freight if you want the material shipped to you.
Be sure to check your spam or junk folder just in case.

**All shipping costs are being passed on directly to you, we are not marking up or adding any additional fees to this amount. Often the shipping is greater than the amount being charged.**

Delivery Times are only estimates

All delivery times are estimates. Tile and Stone Express, Inc CANNOT guarantee specific delivery times. You will be contacted by the carrier when the material arrives at the local terminal to set up delivery. Please provide all phone numbers where you may be contacted.

If the carrier cannot reach you, additional charges will be incurred. Let us know if you are going to be away for periods of time, such as vacation, so that we can ship during times you are available to receive the material.

It is possible that your order may come from multiple locations, in which case there will be more than one delivery.

Depending on the location and accessibility of your delivery, the time frame for delivery can vary significantly.

All delivery dates are based off of the tracking information provided by the carrier and can be subject to change based on weather, traffic and other unforeseen circumstances.


We use a variety of truck lines. These carriers have customer service contact information via their company website, which usually includes tracking information. Smaller orders may be shipped by parcel service (UPS, FedEx, or USPS). Depending on the material and where the order is going, we may be selective in the particular carrier. For example, a box of tile will shipped via UPS or FedEX, we will not ship it USPS. The reason for this is, we can use various size boxes for the material to ship in safely by allowing for packing material. USPS flat rate boxes do not always allow for packing material and will most likely arrived damaged. We will not honor any damage claims via USPS shipments when an alternative shipping method has been quoted.

After your order ships, we will advise you of the name of the carrier and tracking information.

Orders are processed after complete payment.

Ship time can vary depending on availability of material and ship-to location. Once the material leaves from the shipping location, the carrier is responsible for the delivery.

Receipt of Materials and Damages

All orders are shipped with a packing list. Please be sure the material shipped matches the quantities ordered and the material ordered:

Thoroughly inspect the condition and completeness of your order. Be sure to note missing or damaged items on the Bill of Lading.

All orders are curbside/tailgate delivery. Ceramic tile is heavy material. Boxes of material can weigh more than 70 lbs. Someone who is able, must be there to unload the material. The truck driver cannot unload the material from the truck.

DO NOT let the driver leave until you have verified the material is in good condition and all material is accounted for. Any damage or missing material must be noted on the delivery receipt, also called the Bill of Lading (BOL). If the damage is not noted on the BOL, the carrier will deny the claim.



We recommend that you DO NOT schedule your installation until you have received and verified your full order. Manufacturing times, weather, supply-demand conditions, accidents and replacement shipping for damaged materials are some variances that may delay your order.

Please schedule your install to ensure you have adequate time to receive your material. We CANNOT be liable for failure to meet scheduled install dates due to delivery.

Return Shipments

NEVER refuse a shipment. It is extremely costly when the truck line handles a refused delivery and returns the material. Additional charges may apply to refused shipments and/or additional delivery attempts.

Once an order has been loaded and is in route, the customer is responsible for all fees and surcharges if you were to refuse the shipment.

Whatever the problem, accept the shipment, note any damages on the BOL, and call us - 678.838.7430.

Do NOT discard any damaged material or packaging. Once the damage has been reported to the carrier, this material is their property and by law, there is a 120 day window for the carrier to decide on inspection, pick up or discard. The receiver will be responsible for all charges, fees and other financial obligations pertaining to discarded damaged material. No claim will be honored if the material has been moved from the delivery location to another location. Tile and Stone Express, Inc. cannot be held responsible for discarded or relocated damaged material.

Most carriers have standard procedures and requirements for processing claims. Here is the process for filing a claim with UPS. This is a good rule of thumb on what we will need to process damage claims.

If you would like to return material, please give us a call 678.838.7430. We will let you know what needs to be done in order to process and return the material to us. All returns must be received within 45 days from purchase. Any unauthorized returns will not be accepted. You will be responsible for all shipping charges related to the unauthorized return and shipping charges for material back to you.

International Shipments

United States (we ship to all 50 states and D.C.) and Canada.**

**Effective 04/23/2019 - All Canadian shipments must be arranged by the receiver. This includes freight scheduling, Duty, Brokerage Fees, Taxes, VAT charges, and all other matters with international shipments. Tile and Stone Express, Inc. will not arrange shipping or be responsible for any fees and charges related to international shipments.


Orders cancelled prior to shipping can be done without penalty. If you decide to cancel the order after the material has been shipped, you will be responsible for all return shipping charges and fees.

Please call Tile and Stone Express immediately if you decide to cancel your order. Toll free: 678.838.7430.

Installed Merchandise

Tile and Stone Express, Inc. is not responsible for product defect or damage, property damage, or lost labor costs due to faulty installation. It is the responsibility of the customer to validate the credentials, references, insurance, and certification before any work begins. Claims for damage or shortages must be made upon receipt of product. Inspect all products before installation thoroughly, as use will constitute acceptance. Installed flooring is considered the property of the owner/installer and cannot be exchanged or returned for any reason.

USE CONSTITUTES ACCEPTANCE. If the material is unacceptable for any reason, DO NOT INSTALL. No claim can be processed if material has been installed.

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Return Policy

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