Frequently asked questions

Buying tiles online is such an experience and sometimes things can go wrong. Sometimes the truck didn't arrive on time, maybe one tile or the whole box full of tiles arrives with them all cracked. We are aware of all this situations so we made a compendium aka "FAQ" to help you get the best shopping experience with Exfloorit.

ORDER ISSUES

When will my order ship?

All orders are shipped within 48 hours after processing. Processing takes 24 hours.

Has my order shipped?

To check the shipping status of your order please visit the link https://www.exfloorit.com/account - remember you must be logged in to visualize the status of your order.

How can I change my order?

You can change your order in no more than 12 hours after you place it. After processing your order, any new addition will be considered a new order and not eligible for any unique order promotion (example first order with 5% off) although will still eligible for free shipping if the total amount is over $699.00.

How do I track my order?

To track you order visit https://www.exfloorit.com/account/ - You must be logged in to visualize your order shipping information.

How do I cancel my order?

To cancel your order please reach us at (714)-758-5040 or send an email to orders@exfloorit.com with the subject Cancellation followed by the order number. In order to receive a full refund on your order, you must process your return and send back your unused product(s) including all pieces in their original condition and form of packaging when it arrived within 30 days of receipt.

  • Your refund will be processed within 7-10 business days through your original method of payment.
  • A 25% restocking fee will be applied for all returns.
  • Please note: All Exfloorit shipments are photographed upon packaging at our warehouse to maintain consistency. In order for your return to be authorized and processed, your packaging must match Exfloorit's pre-shipment order records.

My order hasn't arrived yet, what should I do?

If you haven't received your order please send a message to orders@exfloorit.com with the subject Shipping Delay along with your order number. With no more than 12 hours we will reply your email with detail information. Feel free to call us any time on (714)-758-5040 from Monday to Friday, from 8am until 5pm PST.

Received Wrong Product

This is a very rare situation, but in case you received a wrong product please send an email to orders@exfloorit.com with your full name, order number and picture of the wrong items. Our operations department will take care for you.

I'm missing a product from my order, what do I do?

This is a very uncommon thing to happen, but if it does please reach out to our shipping department at orders@exfloorit.com with your full name and order number in the subject and missing items and quantity in the body of your message. In less than 24 hours our shipping department is going to contact you if the problem solved. If you prefer call us at (714)-758-5040 or use the live chat at the bottom of our website (8am-5pm PST).

What do I do if I receive a faulty item in my order?

Due to the fragility of porcelain, ceramic, and natural stone products all orders shipped from Exfloorit warehouse are insured. When products arrive broken Exfloorit is going to replace the broken tiles.

Will you refund the shipping charges on my parcel?

When a refund is requested, the full amount is going to be returned including sales taxes, products, and shipping cost paid by the customer.

PRODUCT & STOCK

Why have I received an email saying the item I've ordered is out of stock?

We try to keep our supply chain system up to date as much as we can but sometimes one item of an order is what we call back order. When that happens you will receive an email informing that one or more items are out of stock. When that happens there is two possible solutions: refund or back order. Refund we will immediately issue the money back to the original payment method. Back order the customer agrees to wait a little bit longer to receive your purchased product.

How can I search to find products on the website?

On the top right corner there is a search icon followed by the account and cart icons. Just click on the search icon and type your desired product name or type in the search bar.

Can you tell me more about your Price Promise policy?

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RETURNS AND EXCHANGES

What is your return policy?

In order to receive a full refund on your order, you must process your return and send back your unused product(s) including all pieces in their original condition and form of packaging when it arrived within 30 days of receipt.

  • Your refund will be processed within 7-10 business days through your original method of payment.
  • A 25% restocking fee will be applied for all returns.
  • Please note: All Exfloorit shipments are photographed upon packaging at our warehouse to maintain consistency. In order for your return to be authorized and processed, your packaging must match Exfloorit's pre-shipment order records.
  • The following tems are final sale and are not eligible for returns or refunds: all sale, clearance, and discontinued items, samples, and custom orders.
  • Exfloorit is not liable for any damages or defects to products incurred during installation. (Need help installing your product? Visit our Learning Center for helpful tips).

When can I expect my refund?

Our system is going to post your refund in the moment that the products arrives back at our warehouse and passed by our quality assurance team.

STILL HAVE ANY QUESTIONS?

  • +1 (714) 758-5040
  • info@exfloorit.com
  • LiveChat available from Monday to Friday - 8am-5pm PST