Terms & Conditions

Here at Artistic Tile and Stone, we promise to try to bring you the best quality products in a timely and efficient manner. However, if for some reason you are not completely satisfied with your purchase, you may return the item(s) to obtain a refund or replacement according to the following guidelines:

Special orders shipped by others: please expect one to three business days for order processing prior to shipping by the third party. AT&S cannot gaurantee expedited shipping of Special Orders, and will not be liable for delays.

Special Orders cannot be returned, unless damaged in transit to you.

Products damaged in transit to you: If the carton has external damages, you will need to note this on the delivery receipt. This does not always mean there is damage to the contents, however, it will simplify a claim if damage is discovered upon opening the carton. You must notify the carrier of damages immediately. They will direct how the claim will be handled. You must also notify our office within 48 hours of the receipt of damaged merchandise. We will make arrangements with you to replace damaged pieces. For our records we may require that you email photographs of the damaged merchandise. Pending availability, we will ship your replacement merchandise within 1-2 business days after a claim with corresponding shipper is filed. All replacement merchandise will ship ground service.

Frozen Liquid ProductsAll liquid products shipped from our California warehouses are at room temperature. Once in transit AT&S does not have control of the product. If shipment is to an area experiencing freezing temperatures it is important that the receiver bring the product indoors as soon as possible to avoid freezing. Because AT&S does not control the product after leaving our warehouse, AT&S assumes no liability for frozen product. Damage claims should be made against the carrier.

Shade Variations are inherent in all tile and stone. No returns for shade variations. We strongly suggest you obtain a sample from the current lot before making your purchase, however even samples only represent a small percentage of the range.

If your shipment contains or we sent you the wrong product:
Please call us so we may arrange for a return for the incorrect item and replace it at no cost to you. The item must include its original packaging. Please allow approximately 5 business days for your return to be processed once it has arrived at the warehouse.

Ordered the wrong size or color?
If you request a replacement, we will ship it after we receive and process your returned product. If you need a replacement right away, we suggest you request a credit (rather than a replacement). Then, place a new order. The new order will be shipped as soon as we have the product available and a credit will be applied approximately 7 days after we receive the product(s) you are returning in their original condition within 30 days. Damaged items will not be refunded if they are in non-re sellable condition.

Item(s) may be returned for refund or replacement subject to the following restrictions:

If returning damaged merchandise, you must follow all UPS or Freight Carrier return instructions or any claims will not be honored. Please be advised that carriers have time limits on when to file a claim.

Shade Variations are inherent in all tile and stone. No returns for shade variations. We strongly suggest you obtain a sample from the current lot before making your purchase, however even samples only represent a small percentage of the range.

All returns are subject to a restocking fee of 30% on all items.

All non-product related fees (shipping, transaction, payment processing, and insurance) are not refundable.

No refunds or exchanges will be accepted after 30 days of invoice date.

All product returns must be accompanied with a written statement explaining your dissatisfaction or reason for return.

Returns of items purchased under a free shipping sale, are subject to the deduction of the original shipping cost from the final refund once it has been calculated accordingly.

In the case that a shipment is undeliverable, refused, or delivered to an incorrect address (incorrect zip code, missing apartment/suite/office number/name, etc.) due to customer error, the customer will be charged for both the original shipment charges and the re-shipment charges.

For customers who select to cancel their returned orders, the order will be subject to a restocking fee. Shipping costs cannot be refunded.

Refused merchandise at time of delivery will incur all freight charges in addition to the applicable restocking fee.

Refunds will be honored once the merchandise is accounted and received in saleable condition.

There is a 5% fee for all credit card refunds.

No returns or claims may be made on installed material.

All credit card refunds will be applied to the card used for the original purchase. You should allow one to two billing cycles (about one month) for the credit to appear on your statement.

No returns will be accepted for any electrical product that has been opened.

Installed Material
Please refer to our Installed Materials Policy

Refused Shipment that qualified for free shipping

A refused shipment will be subject to any related shipping expense incurred by AT&S as well as any restocking fees.

Please check with us before returning any package. If you send the product to the wrong warehouse, you will be responsible for any forwarding expense. Our Corporate headquarters are in San Carlos, CA. If the product was shipped from the San Carlos location, carefully package the merchandise, using the original packing as a guide. Send Prepaid and fully insured to:

AT&S Artistic Tile and Stone
1100 Industrial Road Suite 2
San Carlos, CA 94070

IMPORTANT! All Pool Tile is Special Order from the factory! DO NOT RETURN POOL TILE TO AT&S! Because the factories have multiple warehouses, the product must be returned to the appropriate warehouse. We will notify you of the return address once we have confirmation from the factory that the return will be accepted.

IMPORTANT: You must ship your return INSURED. If we receive your return broken, we will be unable to issue refund or credit.

Things to remember:
Unfortunately, we cannot guarantee any package sent back to us without a tracking number. Therefore, we recommend that you choose a shipping method with a tracking number. If a returned package is lost or damaged on its way back to us, you are responsible for filing a claim with the carrier.

Orders with more than 6 boxes or more than 120 lbs may ship via a Freight company.  Additional services requested by customer, such as inside delivery, or liftgate service may incur additional charges to customer.  Artistic Tile and Stone reserves the right to charge your account for additional charges above the prepaid shipping on order.

Artistic Tile and Stone and the Artistic Tile and Stone web site reserve the right to change the contents of this page and all pages in the Artistic Tile and Stone web site without notice. Artistic Tile and Stone itself OFFERS NO WARRANTIES OF ANY KIND FOR ANY PRODUCT SOLD THROUGH THE ARTISTIC TILE AND STONE WEB SITE. And, although we make every effort to provide accurate, up-to-date information in these pages, we offer no guarantees about the accuracy of content contained herein.