Returns & Exchanges Policy
We want you to be completely satisfied with your purchase. If you are not 100% sure of your order please call or e-mail our Customer Support Team so that we may assist you.
Customer Support Team
Eldoradotile.comwill gladly accept your products for return or exchange and issue a refund in accordance with our Returns & Exchanges Policy and directions
Returns and Exchange:
Please follow the directions below to make your return or exchange:
1. Contact our returns department by telephone530-823-6644to obtain a Return Goods Authorization number (RGA #). Or please complete the RGA Form (Click Here To Download RGA Form) and fax it to 530-823-842
2. Return product(s) Along with this RGA number to:
firstname.lastname@example.org Palm Ave Auburn, Ca. 95603
3. Ensure that RGA# appears on outside of your return shipment. Packages without an RGA# will be refused and returned to you by the carrier. eldoradotile.com cannot accept responsibility for charges incurred from packages returned without an RGA#.
Return / Exchange Window
Return/Exchange requests must be received within 30 days of delivery. No returns or exchanges will be accepted beyond this time.
Products returned or exchanged for reasons other than damage or defect are subject to a Restocking Fee.eldoradotile.com restocking Fee is 15% of the purchase price of the returned/exchanged merchandise,
NOTE: Products that are not compliant with local building codes/standards, homeowner's associations, CC&Rs are not considered defective. It is your responsibility to ensure compliance with any regulating authority, by asking questions of your local authorities. Questions about installation and application should be directed to your local professional and/or the manufacturer.
Customer Credits and Refunds
Products returned for credit or refund are subject to inspection by Eldoradotile.com, its affiliates, and/or vendors. Credit or refund will only be issued after products are inspected and determined to be in resalable condition. All returns and exchanges will be credited less the restocking fees. You can expect a credit or a refund check approximately 20-25 days from eldoradotile.com receipt of your return. Please note however, that refunds can take up to 35 days if there are, missing parts, defective product or any other issue that may delay the Refund/Credit process.
If you have not received your refund or credit within 35 days, please contact:
Customer Support Team
If a customer refuses product that were to be delivered to them and the items are returned to Eldoradotile.com without going through the return process to receive an RGA# and Return Authorization, the customer will be responsible for all return shipping charges including original shipping fees. Eldoradotile.com will also charge a 20% Handling Fee to cover it's costs with additional processing of the order and treat the refused shipment as a General Return with Restocking Fees.
Shipping and Freight Damage
Your product should be inspected immediately upon receipt for shipping damages, if the product is damaged please note damage on delivery ticket and contact Eldoradotile.com. Product damaged during shipment must be reported to Eldoradotile.com. Within three (3) days of receipt of your shipment. Eldoradotile.com cannot take responsibility for shipping damages beyond this point. If damage is severe enough to render product inoperable or unusable, please refuse shipment and contact Eldoradotile.com immediately. If there are multiple items in your shipment, refuse only the damaged products and keep the remainder of the shipment of product.
Defective Product must be reported to Eldoradotile.com immediately. Our Customer Support Team is here to assist you. To ensure that replacement will be made for any defective product, Eldoradotile.com recommends that all items be professionally installed. Eldoradotile.com is not responsible for any labor costs incurred as the result of the installation of wrong or defective parts. Please be aware that modifying a product in a permanent way will void the warranty.
We want you to have as smooth an experience as possible so please contact our Customer Support Team if you have any questions about items you have purchased or wish to purchase. If you have already made your purchase and would still like to cancel your order:
Order Cancellation Policy
If you would like to cancel your order, please contact our Customer Support Team immediately.
With the exception of Special Orders and Job Orders, typical orders may be canceled at any time prior to shipment to avoid a Restocking Fee. Please note that an order is not deemed canceled until it is confirmed canceled by a Eldoradotile.comRepresentative. Special Orders and orders in which special pricing is given are non-cancelable from the time they are placed. By default, a store credit for future purchase(s) will be issued for all canceled orders. Should you desire a cash refund, a Cancellation Fee of 12% will be applied to the refunded amount. Please feel free to contact our Customer Support Team should you have any questions about the items you are ordering. We want your transaction to be as smooth as possible. Orders canceled after they have been processed are subject to a 12% Cancellation Fee. If an order is shipped prior to cancellation, it will be subject to the Returns and Exchange Policy and subject to any applicable Restocking Fee. Special Orders, Job Orders, and orders for Custom Products are non-cancellable once they are placed.
Minimum Order Policy
El Dorado Tile and Marble has an established minimum order amount of $50. For customers who do not meet the minimum order value of $50, a "Minimum Order Processing Fee" of $9.99 will be charged at the time of purchase.
We do not collect sales tax on items purchased at El Dorado Tile and Marble , except for deliveries within California. California purchases are charged 7.50% state sales tax, which is calculated during checkout.
We hope that your order arrives safely and that you are satisfied with your purchase. However, please remember that when the order arrives it is your responsibility to ensure that the product has not been damaged during shipping by the freight company. Inspect the box for external damage, remove the packaging and inspect the contents for any physical damage in the presence of the delivery driver. If there is any damage, visible or not, you must indicate such on the delivery receipt. When you sign the delivery ticket and do not note any damage, the unit becomes your property.
Again, please take the time to inspect the delivery and if there is any damage be sure to note it on the delivery ticket. If the damage is severe enough to render the product inoperable or unusable, please refuse the shipment and contact us immediately.
All products are covered by the manufacturer's warranty as well as any other warranty required by law. Each product description page includes the general warranty information for each manufacturer when you click on "Learn more about a Manufacturer". If you have more specific warranty information questions, please contact us.
Because the majority of our products are special order, your credit card will be charged at the time that you place your order. In order to clarify any confusion, this is because we place orders with the manufacturers on your behalf. Once we order the items, we are often unable to cancel or must return and pay a restocking fee. Therefore we consider this charge a "100% deposit". If you have any questions or concerns regarding this policy, please contact us.