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F.A.Q.

Frequently Asked Questions

What are the security features in place on your website?

Our website is checked by Verisign Trust on a daily basis for malware scan as well as for identity verification. Please feel free to click on the Verisign Seal to see the details. All of the credit card transactions are processed by Authorize.net with the highest level of transaction processing security. Please also click on the Authorize.Net icon to view the details. Also, we are a proud member of BBB.

Is my credit card processed by your website?

No, our website does not process any credit card transactions. To ensure maximum security, all of the transactions are processed by Authorize.Net, a widely known and secure payment gateway.

How to order samples?

You can easily order samples on our website by entering only one (1) sq. ft. or piece and adding it your shopping cart. Due to the natural stone characteristics, we highly recommend our customers to purchase at least one full box (10 pieces) of 12”x12” sizes since only one sample might not best represent the overall color, veining and characteristics of any natural stone tile. All samples are randomly selected out of the boxes and therefore samples might have different colors and veining when compared to other tiles. Variations in color and veining should be expected when it comes to natural stone tiles. No two pieces are the same, which makes the natural stone so unique. Each piece should be viewed as a piece of natural art.

Why is Stone Tile Liquidators a better website to buy tiles?

Stone Tile Liquidators is very proud to sell natural stone tiles and glass tiles with the original names and original grades with the highest customer service. We do not change the names or grades of any material. Our Calacatta Gold marble tile is a first grade polished Italian marble. When we have different grades, we do advertise and clearly point out the grade to our customers, as in the Crema Marfil marble tile example. Our aim is to provide you with the highest quality materials at discounted prices with exceptional customer service so that we can have recurring and happy customers.

Do you accept American Express?

Yes, we do accept payments by American Express.

What is the best way to request a quote from Stone Tile Liquidators?

The best way is to send us an email with your name, phone number, the name, finish and size of the material you are interested in, how many sq. ft. you need and the delivery address. Once we receive that email, we will check our inventory and find out the best shipping rate as well as the estimated transit time and will contact you by phone or by email to provide you the quote you have requested.

Is it possible to place a material on hold if quantities are low? What is required to place a hold?

Yes, it is possible to place a hold on the material. We require ten (10) percent of your total tile cost to be paid to place the material on hold for 45 calendar days. Please note that this amount is non-refundable. Once you let us know the desired date for shipment, we will ask the remaining ninety (90) percent of the tile cost and the shipment cost to be paid prior to shipment.

How to check status of an order?

If you haven’t yet received an automated email from our website which has the UPS tracking number or LTL tracking number, please feel free to contact us by calling 1-877-770-8453 or by sending an email to info@stonetileliquidators.com with your order number.

Do you handle container load of material ordering? How long does it normally take to receive a container?

Yes, we do handle with container load of material ordering and special ordering for you. Depending on the country of origin, it might take 90 days to receive a container load of material. Please contact us for special arrangements.

What is the minimum amount to place a special order? How long does it normally take to receive a special order?

Minimum amount to special order a natural tile is 2,000 sq. ft. Estimated time to get a special order would be around 60 to 90 days. Please contact us for special arrangements.

How is the shipping cost determined?

The shipping cost is determined by a few factors. The amount of tiles that you have in your cart is converted into a weight/area calculation and your zip code will tell us how far you are. Both the weight/area and the delivery location information combined will determine the cost of freight. We do have UPS and LTL delivery options which you can choose from.

How long does it take to deliver an order?

Once your order is received, we will process your order and prepare the material for shipment. Depending on the shipment method selected, it might take about five business days to receive an order within the US, once your order is picked up from our warehouse. Please note that the transit time depends on the carrier and the shipment method, be it LTL or UPS. Also, preparing an order might take up to 48 hours at one of our warehouse before your order is shipped. Order processing, material preparation and transit times noted here are generic times. A customer in Bronxville, New York is more likely to receive an order in two business days if the material is shipping from our Virginia warehouse than a customer in Houston, Texas. Please feel free to call us at our toll-free number 1 -877-770-8453 or send us an email at info@stonetileliquidators.com to see how long it will approximately take to receive an order.

What is the recommended / best way to ship large size tiles? Why?

Although we can ship most of the mosaics and stones via UPS, we highly recommend using LTL (Less Than Truckload) service which is also referred to as common carrier. Any stones or products larger than 12”x12” sizes such as 16”x16”, 18”x18”, 24”x24” should be shipped via LTL option no matter how many sq. ft. you will need. We will contact you to suggest LTL shipment option if you have selected UPS for a tile larger than 12”x12” sizes.

Although we do our best to pack your order with bubble wrap and cushioning packaging supplies, stones that are large in size are prone to get broken/damaged/chipped due to their fragile characteristics during UPS transit. We will ship your order with a pallet when shipping with LTL option. Materials on a pallet can be secured and stabilized with a few clamps.

What does LTL mean?

LTL stands for Less Than Truckload but is also referred to as common carrier. R&L Carriers, Estes Express and Old Dominion Freight Lines are among the examples for companies that provide LTL service.

Why is it cheaper to ship via LTL option instead of UPS when the quantity in the shopping cart is larger than a certain amount?

The reason behind this is UPS is much more expensive when it comes to shipping heavy items. Also, the weight limit with UPS is 150 lbs. On the other hand, LTL companies which provide delivery service with large trucks attach more importance to the distance rather than weight/area calculation. Therefore, it makes sense to ship 20 pieces of a glass mosaic by UPS while shipping an order that weighs over 150 lbs. would be much more reasonable with a LTL service.

How long does it take to receive a UPS Next Day Air or UPS 2nd Day Air shipment?

We do our best to process orders and prepare shipments and packages at our warehouses with the least amount of time. It might take 48 hours to prepare your shipment and have UPS pick up the package. UPS does guarantee that the package will be delivered by the end of the day for Next Day and 2nd Day Air shipment options. However, this transit time starts once the package is picked up from one of our warehouses.

Why the shipping cost cannot be refunded after an order has been already shipped?

Once we ship your order, we are bound to cover any shipping charges involved and therefore we can’t issue a refund on any shipment costs. Therefore, a full refund refers to the order grand total less the shipping cost, once an order is shipped but a refund is requested within 30 days of shipment date.

Which products can be shipped via UPS?

Products that are up to 12”x12” in sizes and that weigh no more than 150 lbs. can be shipped with UPS. Almost all sample orders are shipped via UPS. Also, glass tiles and mosaics as well as borders and decorative items can be shipped via UPS. Please see the recommended/best way to ship large size tiles question in our FAQ.

What is the difference between a residential and a commercial delivery?

A commercial delivery address is considered to have either a forklift or a dock which will allow a large truck to deliver materials without the need of a liftgate. Also, commercial delivery locations are considered to be open for business Monday through Friday between the hours of 8 AM to 5 PM and therefore no appointment is made prior to delivery. However, the residential delivery option comes with a liftgate so you do not need to have a forklift or a dock to receive the materials. Generally, a Common Carrier Company contacts the customer in advance to make sure that someone will be available at the delivery location to check the material upon receipt and to sign for the paperwork, which is a proof of receipt.

How do I change the shipping address once an order is placed?

In order to change the delivery address, all customers are required to send an email to info@stonetileliquidators.com from the original email address included in their order, to provide the new delivery address. Please include your order number, name and phone number for verification purposes. Once we receive your email with the new delivery address, we will contact you to confirm the new shipping location and let you know if there is any change in shipping costs.

What if my shipping address or phone number is not correct or is not complete?

We will contact you to request the correct/full address and phone number before we can ship out your order. Please note that no responsibility will be assumed for any delays caused by the incorrect or incomplete phone number or address information. There might be additional shipping charges if the new delivery zip code is different from the original zip code provided.

Do you ship to Canada? What is involved in ordering/shipping process?

Yes, we do ship to Canada. All customers who wish to receive products in Canada should contact our customer service either by email or by phone. We are required to attach a commercial invoice to your order so that the customs & duty process can be completed at the US – CANADA border. Please note that customers are responsible for all customs & duty charges for their order.

Is it possible to pick up materials from your warehouse to save on shipping cost?

Yes, it is possible to pick up materials from our warehouses. Please contact a representative by either calling our toll-free number 1-877-770-8453 or by sending an email to info@stonetileliquidators.com

How can you offer lower prices?

Stone Tile Liquidators is focused on delivering a wide selection of stone, porcelain and glass tiles to contractors and retail customers within the fifty States, for use in both commercial and residential projects. Through buying direct from manufacturers, we cut out the middle-man so that we can offer you the best prices. We also ship from several locations, depending on where you are ordering from, and have identified the most cost-effective methods for shipping.

Ordering / Shipping

We pass our shipping discounts directly on to our customers to give each of you the most economical way for your material(s) to arrive on time and in one piece. We understand that some shipping rates will be higher than others and are happy to shop each individual order for the best possible shipping rate upon your request. We do not profit from shipping charges, so we are more than happy to look for a better deal on your behalf. We ship across the country to customers that need entire truckloads of material and customers that just need enough tile to finish their backsplash.

When do I receive my merchandise?

We usually ship within 24 hours for orders placed within weekdays. For orders placed on Saturday and Sunday, the order will be prepared for the next business day. We will carefully select and prepare your order from the same sample batch ensuring ultimate color and vein harmony. After we ship your merchandise we will email you the tracking information if available. Generally, UPS Ground takes about 3 business days to receive while shipments via Truck might take up to 5 - 7 business days to receive.

What if my merchandise is damaged?

We work with UPS and various common carrier companies to deliver your order. Stone Tile Liquidators will wrap your material to protect it against any damage during the shipment. If your merchandise arrives damaged, you should contact us immediately for assistance. Please check your merchandise with the common carrier or UPS upon receipt to make sure that no tiles are damaged during the shipment.

What are commercial delivery conditions?

Ordering / Shipping for Commercial customers and sites means that the business is open from 8-5 M-F for delivery and no appointment will be scheduled. If common carrier can’t make delivery due to closure on the business site, or if a lift gate is required at the destination, a redelivery fee will apply.

Any questions? Please contact us.

At Stone Tile Liquidators, we want to make sure that all orders are delivered easily, efficiently and without any issues. Please don’t hesitate to contact us with any questions.

1-877-770-8453

info@stonetileliquidators.com

Thank you for your order!