FAQ
We are an e-commerce company and we do not have a showroom or a network of authorized suppliers. We sell direct to consumer and we encourage you to order samples before placing full orders.
Have your installer or contractor measured the area. Example: "If the length of the kitchen backsplash is 10 feet and 2 feet in height. 10 ft x 2 ft = 20 sqft. 20 sqft x 15% overage = 23 sqft."
All customers are solely responsible for providing measurements and quantities needed for each order. In addition, all customers are strongly advised to order 15% more tile than necessary, to ensure that enough product is on-hand to successfully complete the installation. For a more uniform look, we recommend increasing the total to a 20% overage and discarding any tiles that fall outside of the desired control range. Please consult your tile installer to ensure that your measurements and overage calculations are correct.
Be sure to check the lead time on the tiles you are ordering before placing your order. Please note, all lead times are noted until your tiles arrive to our warehouses and do not include shipping time. Shipping time from our warehouse to you is determined by the carriers, and can range from 1-14 business days, depending on where your shipping address is located. Our team will provide a more specific shipping timeline once your order is ready to ship. While we do our best to give the most accurate lead times, these are approximate timelines that are subject to change based on global shipping and logistics congestion. We will make every effort to meet or reduce lead times where possible, but there are no guarantees due to the custom nature of the manufacturing process and inherent challenges with international logistics.
In Stock tile orders typically ship out within 2 business days of order placement.
In Transit tile orders will ship once the tiles arrive to our warehouse, each in transit tile will have different lead times based on when we expect to restock those tiles. Please note, we do reserve incoming tiles, so to make sure we have enough tiles to fulfill your order, we recommend placing orders as soon as you have your final order quantities rather than waiting for the tiles to come back in stock.
Special Order tiles are made to order per project, and all special order lead times are estimated production timelines.
We do not provide pick up services at this moment.
All sales are final once payment is received. There are no refunds or exchanges after six hours of order receipt, as inventory is allocated to each customer based on the time the order is placed. Special Order tiles can never be cancelled or exchanged, as these tiles are custom made per project and production may begin at any time once the order has been processed.
Pozzilo Tile does not accept any returns of opened or unopened boxes of tile as we cannot guarantee the quality of the tiles once they've left our hands. That means we do not sell tile that has left our possession to other customers, so you can be assured you are receiving pristine product with every order.
Yes, we will provide you a custom invoice.
All sales are final once payment is received. There are no refunds or exchanges after six hours of order receipt, as inventory is allocated to each customer based on the time the order is placed. Special Order tiles can never be cancelled or exchanged, as these tiles are custom made per project and production may begin at any time once the order has been processed.
Pozzilo Tile does not accept any returns of opened or unopened boxes of tile as we cannot guarantee the quality of the tiles once they've left our hands.
All payments are processed online, we do not accept payment over the phone. If you are not able to process your payment on our website, please let us know by emailing us; our team is happy to email a custom invoice for your order to you. Shipping costs are charged with each order. Any changes to orders, shipping dates, and/or shipping methods may result in additional costs that will be determined at the time of the change request.
We do not carry any trim or finished edge tiles.
Regarding trim/edges, what the vast majority of our customers do when installing their tile is to bring the drywall flush with the finished surface of the tile. We also recommend installing the tile floor to ceiling (or cabinet to ceiling) as there’s no need to deal with an exposed edge (and it also looks fantastic).
If you have an exposed edge with your design, we recommend mitering the tile; your tile installer should be very familiar with this. The tile edge is cut at an angle and then a corresponding piece of tile is cut to fit the triangular gap left on the edge. This will mimic a finished trim piece and can easily be done on site to get the finished look without ordering custom trim.
