Return Policy

Return Policy Summary: Unopened, full boxes may be returned within 15 days of delivery, subject to approval. Returned products must be in original, unopened, undamaged packaging. Approved returns are subject to a 30% restocking fee. Customers are responsible for return freight on all shipped items. Special order products may also be subject to a return freight fee of $175 per pallet. Damaged or defective products are handled separately and must be reported within 3 days of delivery.

Eligible Returns

Products may be returned if they meet all of the following conditions:

• The product was purchased from Discount Tile Supply.
• The return is requested within 15 days of delivery.
• The product is returned in full box quantities only.
• The boxes are unopened, unused, undamaged, and in the original packaging.
• A valid receipt or proof of purchase is provided.

Non-Returnable Items

The following items are not eligible for return:

• Custom orders
• Clearance items marked final sale
• Opened, partial, installed, or used boxes, unless the product is defective
• Products damaged after delivery
• Products not purchased from Discount Tile Supply

Special Order Products

If an item is not local stock at the selected pickup location, it is considered a special order product. Special order products may be approved for return at our discretion, but they are subject to a 30% restocking fee plus a return freight fee of $175 per pallet.

Return freight fees apply in addition to the restocking fee and are deducted from the refund amount when applicable.

Return Freight

Customers are responsible for return freight on all shipped items. This includes orders shipped directly to the customer, shipped to a freight terminal, or shipped to a pickup location when the product was not local stock at that location.

We recommend using a trackable and insured freight service for all returns. Returned products must arrive in acceptable condition to qualify for a refund.

Measure Carefully Before Ordering

Please measure carefully and allow for appropriate waste before placing your order. Over-purchasing material due to mismeasuring can be very costly, especially on shipped or special order products where restocking fees and return freight fees may apply.

Tile is manufactured in dye lots, and no two dye lots are guaranteed to be identical. For this reason, we recommend keeping a few extra boxes for future repairs, replacements, or damage. Matching the same product later may not be possible if the original dye lot, shade, caliber, or production run is no longer available.

Dye Lots and Matching Existing Tile

If you are attempting to match tile that has already been installed, you must request a specific dye lot / dyelot before placing your order. If no specific dye lot, shade, or caliber information is requested before the order is processed, Discount Tile Supply is not responsible if the product received does not perfectly match existing installed material, as long as the product SKU, part number, or ordered item matches the product purchased.

A dye lot, sometimes referred to as a production run or shade, identifies a batch of tile manufactured at a specific time. Even when the same product SKU or part number is ordered, slight variations may occur between dye lots. These variations can include differences in color tone, texture, surface sheen, thickness, and sizing.

For Daltile-branded products, the dye lot / dyelot is typically shown as a 5-digit code on the right side of the box label. The label often shows the word “Shade” above the 5-digit code. If you are trying to match existing installed tile, this code should be provided before ordering so we can attempt to locate the same or closest available dye lot. If your tile was installed more than a few months prior, it is unlikely that the exact same dye lot will still be available.

Most dye lot variations are minor and may not be noticeable in many installations. Differences are more likely to be visible when two dye lots meet across a large continuous area, such as a dining room connecting directly to a family room. With smaller transitions, such as through a standard doorway into a bedroom, slight dye lot differences are usually not noticeable.

These differences can happen because tile is made from natural raw materials, including clay, minerals, pigments, and other components that may vary slightly from batch to batch. Tile may also be manufactured at different factories that have a different source of the raw materials. While manufacturers intend for each product to have the same overall look, pattern, and print design, no two dye lots are guaranteed to be identical.

Unless tile was manufactured at the same plant and in the same dye lot, it may not be a perfect match to previously installed material. For this reason, we strongly recommend ordering enough material for the full project at one time and keeping extra boxes for future repairs or replacements.

How to Start a Return

To request a return, call us at 480-245-4208 or email sales@discounttilesupply.com. We will review your request, confirm eligibility, and provide return instructions.

Returned products are inspected after they are received. Items that do not meet the return requirements may be refused and returned to the customer at the customer’s expense.

Restocking Fee and Refunds

Approved returns are subject to a 30% restocking fee. The restocking fee is deducted from the refund amount.

Special order products are also subject to a return freight fee of $175 per pallet when applicable. This fee is deducted in addition to the 30% restocking fee.

Refunds are issued to the original payment method within 10 business days after the returned product is received, inspected, and approved.

Returns received more than 15 days after delivery, or products returned in a condition that does not meet this policy, will not be refunded.

Damaged or Defective Products

If your order arrives damaged or defective, contact us within 3 days of delivery.

For freight deliveries, please note any visible damage on the delivery receipt or bill of lading before signing whenever possible. Photos of the damaged product and packaging may be required.

Damaged or defective products may qualify for replacement, exchange, or refund. When a product is confirmed to be damaged in transit or defective, the restocking fee and return freight fee do not apply.

Exchanges

To exchange a product, follow the return process above and place a new order for the replacement product. Exchanges are subject to availability.

Tile and flooring products may vary by dye lot, shade, and production run. If you are adding to an existing order or project, please let us know so we can check availability and attempt to match the original lot when possible.

Questions

Phone: 480-245-4208
Email: sales@discounttilesupply.com

Discount Tile Supply reserves the right to update this return policy at any time. Changes will be posted on this page. Effective July 2026. This policy supersedes all previous return policies.