FAQ
Frequently Asked Questions (FAQ)
SUPPORT
How can I contact customer service?
Please email us at info@heytiles.com. Our team is available Monday through Friday to assist with any questions regarding your order.
ORDER & PAYMENTS
How secure is my personal information?
Hey Tiles adheres to the highest industry standards to protect your personal information. Your credit card information is encrypted during transmission using secure socket layer (SSL) technology. We do not store your credit card information after the transaction is complete.
What forms of payment do you accept?
We accept PayPal and all major credit cards: Visa, Mastercard, Discover, and American Express.
Can I cancel my order?
You can cancel your order within 24 hours of placing it. After 24 hours, the order has likely entered the processing phase. If the order has already shipped, you may return the items in accordance with our 30-Day Return Policy.
SHIPPING
Do you ship internationally?
Yes, we ship to the United States and select international locations. Please note that customers are responsible for any customs fees or import duties applied by their country.
What shipping carriers do you use?
We partner with USPS, UPS, FedEx, and DHL to ensure your package arrives safely and as quickly as possible.
How long does it take to process my order?
Most orders are processed and leave our fulfillment center within 1–2 business days.
How long does shipping take?
Our average transit time for domestic orders is 5–7 business days. International shipping typically takes 1–3 weeks depending on your location.
DELIVERY
How do I track my order?
We will send a tracking number to your email within 1–3 business days of your purchase. You can use this number to monitor your shipment's progress.
Are all my items shipped together?
Because we operate multiple fulfillment centers to provide the best selection, items in a single order may occasionally arrive in separate packages at different times.
RETURNS & DEFECTS
What is your return policy?
We offer a 30-Day Return Policy. Items must be unused, uninstalled, and in their original packaging to be eligible for a return. Please refer to our full Refund Policy for more details.
What do I do if I receive a defective product?
If you receive a product with a manufacturing defect, please contact us at info@heytiles.com within 2 business days of delivery. Please include your order number and photos of the defect so we can send you a replacement immediately.