Returns & Exchanges Policy

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:

sales@eldoradotiel.com227 Palm Ave Auburn, Ca. 95603

  • Required condition of returned items: Products must be returned in re-saleable condition:
    • Product is free from scratches and/or defects
    • Product has not been installed
    • Product is in the original packaging as shipped by Eldoradotile.comand its affiliates. There is no writing or labels on the merchandise packaging
    • Any product returned to Eldoradotile.comin packaging other than the original would be returned to the sender
    • Include all original packing materials, manuals, and accessories with the product to avoid any additional fees.
  • Returned shipping cost: We recommend items be returned via UPS or insured parcel post for proof of delivery. Please be certain that items are secure in their packaging so damage does not occur while they are in transit back to our is not responsible for return shipping costs on general return
  • Products damaged in transit back to  will refuse returned product if the product is damaged in transit. You must make any and all claims of damage during shipment to with the carrier cannot make claims on behalf of the customer with the freight carrier. Credit will not be issued for products damaged in transit back to

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. 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.

Restocking Fees

Products returned or exchanged for reasons other than damage or defect are subject to a Restocking 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, 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 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

Non-Returnable Items

  • Products without original package.
  • Product that is used or shows signs of installation.
  • Special Order Product
  • Discontinued Product
  • Parts or Replacement Parts
  • Clearance products and products $15 or less in value

Refused Orders

If a customer refuses product that were to be delivered to them and the items are returned to 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. 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 Product damaged during shipment must be reported to Within three (3) days of receipt of your shipment. 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 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

Defective Product must be reported to immediately. Our Customer Support Team is here to assist you. To ensure that replacement will be made for any defective product, recommends that all items be professionally installed. 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.

Sales Tax:

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.

Product Inspections:

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.

Money Down

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.