Customer Service > Delivery & Shipping
How To Order Tile Samples
You may order samples online or by phone. Sample must be purchased and shipping charges apply. When ordering samples please keep in mind there is no guarantee tile samples will match future orders do to the handmade process.
We strive to ship every order within 1-2 business days; however, this cannot be guaranteed. Please note that any order received after 12:00 PM PT may not ship until the next business day. Once your order has been packed and is ready for pickup by our Shipper, you will receive an Order Status email with tracking information. Please note that we do not ship on the following 8 holidays: New Year’s Day, Memorial Day, Independence Day, Labor Day, Thanksgiving Day, Day after Thanksgiving, Christmas Day, and New Year’s Eve. Holidays will delay delivery of items.
Please Note: Lead time on our Barcelona Floor Tiles is 12 to 16 weeks.
All orders will be shipped via UPS (United Parcel Service) or freight company depending on the package's dimensions and destination. Unless, you specify another carrier, and arrange the pick up.
Rush Orders: If you need same day shipping, require UPS Saturday Delivery, or have other urgent shipping needs, please place your order over the phone 877-945-4900 or 619-710-8885. Customer Service personnel are available weekdays between 8 a.m. and 3:30 p.m. Pacific time.
Domestic Shipping: During checkout, you will be able to select from a variety of shipping options that provide a range of shipping costs and delivery times. Shipping costs are calculated automatically by our system according to the weight and shipping address destination. Shipping costs are not included on the product prices listed on the Site.
Address Accuracy and Address Correction: Our systems automatically ship to the address you provide during checkout. Please ensure its accuracy. We also reserve the right to pass along to you any fees assessed by the carrier to address-correct your package once it is underway. If your package is refused or returned for any reason that is not our fault, we will not refund you the shipping costs and may assess an additional charge if the carrier charges us to return the item to us (a common UPS practice). If you want us to re-ship your item, you will have to pay shipping costs a second time. If you do not want it re-shipped, we will treat your package as if it was a return.If an address is submitted incorrectly, or the address is changed during the transit of package(s), and there are additional charges made by the freight or shipping company, the additional charge will be charged to customer.
Large Orders: Orders with more than 6 boxes may ship via a Freight company. If necessary we will contact you before we prepare your order, with an updated shipping cost and advising you to expect a call from freight company to deliver your order, after we ship your order. Additional services requested by customer, such as the use of a forklift or inside delivery, may incur additional charges to customer. Tierra y Fuego reserves the right to charge your account for charges made above the paid shipping on order.
International: We offer multiple methods of international shipping, but they usually break down into two categories: slow and cheap or fast and expensive. If you select a slow and cheap method, please expect your package to take from two to four weeks for delivery, sometimes longer due to delays in customs. UPS Worldwide Expedited shipping usually arrives in four to seven business days and is highly recommended for international orders.
Out of Stock Items & Backorders
We attempt to have an accurate and updated inventory of our products to provide you with their availability. In the unlikely case that a product is out of stock, we will notify you by the next business day. At this point, you will have the option to cancel the order or place it on backorder. Most backorders are fulfilled within three to five weeks. Please call us before placing an order if you have any questions about this policy. If you backorder is not completed within the allotted time you may choose to cancel, or continue to wait. You may choose to have Tierra y Fuego ship portions of an order, or consolidate the order with the backordered products. Your remaining or complete order will be shipped as soon as the product(s) arrive(s) to our warehouse.
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