Policies

Returns and Refunds

We want you to be happy with your tile. By default we do not offer refunds or returns, so please measure carefully and order samples in advance. If we agree to take something back, the rules below apply.

No returns by default
Prior approval comes first
14 days from delivery
Samples are $5, credited to your order

Order a $5 sample 1-800-866-0695

At a glance

No returns by defaultWe only take something back if we agree first
Prior approvalContact us before you return anything
14 daysFrom delivery, and a 35% restocking fee applies
Order samples first$5 each, credited to your order

$5 samples3 x 4 in, credited to your order
Free sample shippingWithin Canada by UPS, 2 to 5 business days
Ask us firstPrior approval before any return
Questions?1-800-866-0695

How returns work

By default, we do not offer refunds or returns. If we agree to take something back, these rules apply.

Ask us first

You need our prior approval BEFORE you return anything. Please do not send tile back without our approval.

14 days

If we agree to a return, it must be within 14 days of delivery.

Resellable condition

Boxes must be unused, unopened and in resellable condition. Boxes left out in the rain, damaged or opened are not eligible for a refund, and we may decline to accept them at all.

35% restocking fee

A 35% restocking fee applies. The refund is not issued until we have accepted the goods back into inventory in suitable condition.

Return shipping

The customer pays the shipping costs to send an approved return back to us. For more expensive items, please think about a trackable shipping service and shipping insurance. We cannot guarantee that we will receive a returned item.

Please do not ship anything before we have approved it. We will give you the return address when we approve your return.

Ask for prior approval

Phone: 1-800-866-0695Hours: 9 AM to 5 PM Monday to Friday, Eastern timeEmail: contact@pooltile.ca

If your delivery arrives damaged

Please inspect your delivery before the driver leaves. Damage must be noted on the carrier’s delivery receipt and reported to us within 48 hours, with photos.

1. Look before you sign

Check the boxes for damage while the driver is there.

2. Note it on the delivery receipt

Write the damage on the carrier’s delivery receipt.

3. Report it within 48 hours

Take photos, keep all packaging, and email your photos to contact@pooltile.ca within 48 hours.

4. We follow up

Once we have your report and photos, we will look into it and tell you the next steps.

What we do not take back

We do not take back leftover or overbought boxes of tile. We also do not take back grout or any other materials. A special order tile is not in stock. Special orders and cut sheets are final sale: no returns, refunds, exchanges or cancellations once they are ordered. Special orders are paid in full before they start processing, and delivery is about 8 to 10 weeks.

Special orders are made for you, so please be sure of your choice. Call us if you want to talk it through before you order.

Measure carefully and order samples first

A sample is 3 x 4 in and costs $5. The $5 is credited toward your tile order. Samples ship free within Canada by UPS and arrive in 2 to 5 business days.

Measure carefully, and use our pool tile calculator to work out how many boxes you need. We are happy to check your numbers.

FAQ

Returns questions

Short answers to the questions we hear most.

1-800-866-0695

Can I return my tile?

By default, we do not offer refunds or returns. If we agree to take something back, you need our prior approval before you return anything, and it must be within 14 days of delivery.

What condition must the boxes be in?

Boxes must be unused, unopened and in resellable condition. Boxes left out in the rain, damaged or opened are not eligible for a refund, and we may decline to accept them at all.

Is there a fee, and who pays for shipping?

A 35% restocking fee applies, and the customer pays the return shipping. The refund is not issued until we have accepted the goods back into inventory in suitable condition.

Can I return leftover tile, grout or other materials?

No. We do not take back leftover or overbought boxes of tile. We also do not take back grout or any other materials. Please measure carefully and order samples in advance.

Where do I send a return?

Please do not send anything yet. Contact us for prior approval first, and we will give you the return address then.

Can I return or cancel a special order or cut sheet?

No. Special orders and cut sheets are final sale, with no returns or cancellations once they are ordered. Special order delivery takes about 8 to 10 weeks.

Can I cancel my order before it ships?

Contact us as soon as possible. We review each cancellation request case by case, and we cannot promise a refund. Special orders and cut sheets are final sale and cannot be cancelled once ordered.

What if my tile arrives damaged?

Note the damage on the carrier’s delivery receipt, and report it to us within 48 hours with photos at contact@pooltile.ca. Please keep all packaging.

How do I avoid ordering the wrong tile?

Measure carefully, use our pool tile calculator, and order a $5 sample first. The $5 is credited toward your tile order, and samples ship free within Canada.

Questions about a return or cancelling?

Talk to a real person. We are happy to help. Want to cancel an order that has not been dispatched yet? Contact us as soon as possible. We review each request case by case, and we cannot promise a refund. Special orders and cut sheets stay final sale.

Contact us