Help and FAQ

United Tile sells through trade professionals such as dealers, designers, architects, and builders rather than directly to homeowners.

Apply with the trade membership form and our team will review your application and follow up. If you are not sure whether your business qualifies, contact customer service and we will point you in the right direction.

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Your company account administrator can invite you from the Users tool in the account area. You will receive an email invitation with a link to finish setting up your login.

If you are not sure who your administrator is, contact customer service and we will look it up for you.

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Access to each tool is set per user by your company account administrator. If you need a tool you do not see, such as pricing or ordering, ask your administrator to enable it for your login.

Ordering is paused while the hold is in place. The message on screen tells you who can help: your account administrator or our credit team. Once the hold is cleared, ordering resumes and anything already in your cart is still there.

Not on their own. Your account belongs to your business, and you can invite your own employees as users on it with the Users tool.

A contractor or designer account can authorize a homeowner to purchase under their account, but that authorization has to come from the account holder first. Talk to customer service to set it up.

Dealer accounts do not allow customer-direct purchasing. On a dealer account you place the order on your customer's behalf.

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We generally recommend ordering about 10 percent more than your measured area to allow for cuts, waste, and breakage, and to keep matching material on hand for future repairs. Complex patterns, angled layouts, or tiles with significant variation may require additional overage; confirm the final quantity with your installer.

The Order material option in the Inventory and Purchasing tool converts your measured area into cartons and applies that overage for you, so you can start from the area you measured instead of doing carton math yourself.

Tile is sold in full cartons, whether it is stocked or a special order. When you order by area, the quantity rounds up to whole cartons, and checkout shows the rounded quantity and piece count for each line so there are no surprises on the order.

Availability shows whether material is on hand at your location, available from our other warehouses, or a special order. Where a manufacturer lead time or an order minimum applies, it is shown with the item.

Yes. Checkout has fields for your PO number and a sidemark, and both carry through to your order paperwork. Some accounts require a PO number, and checkout will tell you when one is required.

If you bought through a United Tile dealer, their return policy applies. Please go back to your dealer.

For material purchased directly from United Tile: stock material can be returned if it is picked up or shipped back within 30 days of the return request, and the credit is $50 or more after a 30% restocking fee.

Special order material cannot be returned or refunded.

Ordering about 10% extra for cuts and future repairs helps avoid returns.

The only ordering requirement United Tile sets is the increment each item is sold in, which the site shows on the item. Some special-order items also carry a manufacturer minimum, shown with the item.

We move material between our warehouses routinely. Days, lead times and cutoffs vary by branch, so ask your branch or customer service for the current schedule.

Sign in and use Order a Sample from the Inventory and Purchasing tool. Depending on the item, you can request a full piece, a cut sample, or a sample card.

A sample is a guide. Tile is a manufactured product, and shade, tone, and texture vary between production runs. For critical matches, your sales rep can confirm what is currently in stock and help you review the material before it ships.

Yes, if your account ship-to location is set up for will-call pickup. Will-call orders show no freight in the cart and are prepared for pickup at your branch.

Your customer can pick up on your behalf. The person collecting needs your PO number or the United Tile order number. We do not need their name in advance.

To get set up for will-call, contact customer service or your sales rep.

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Freight is calculated from your ship-to destination and the material on the order, and you see it in the cart before you place the order. Residential delivery and liftgate service can add fees where they apply.

The Open Orders tool in your account shows your open orders and their status. For delivery timing questions, your sales rep or customer service can help.

Payment options depend on your account. Accounts with terms can charge orders to their account, and card payment is offered at checkout where it is available for your account. Sample requests with no charge submit without any payment step.

The Invoices tool in your account lists your invoices. To pay an invoice or ask about a balance, contact our accounting team; remittance details are printed on the invoice.

Every product page has a specifications view for each item covering details like size, thickness, and finish. Price lists and brochures are also available in your account tools.

Treat screen images as a guide only. Monitor settings and photography both shift color, and tile varies naturally between production runs. Order a sample before making a final selection.

Clearance lists discontinued and overstock material available while quantities last. Once a clearance item sells out it generally cannot be reordered, so confirm quantities before planning a project around it.