Frequently Asked Questions - FAQ
Where are you located?
DEKO Tile is headquartered in Carson, CA. We have fulfillment centers all around the country in major hubs to help lower shipping costs and shorten transit times.
Do you have a showroom where I can see your products?
DEKO Tile is strictly an online store; we do not have any retail showrooms. By avoiding the high overhead of retail showroom space, we can keep our prices low. If you’d like to see the product before you place a large order, we strongly encourage you to order samples. For very large orders, we allow trade professionals to visit by appointment only. If you are a trade professional, please contact us at CustomerSupport@DekoTile.com to schedule an appointment.
Your prices are extremely low. Is your material first quality?
Yes. All of the material we sell is first quality; we do not deal in second quality or defective products.
What are the extra costs for ordering from Canada ?
Besides regular shipping cost, a customs brokerage fee, Canadian taxes, and duties will be the extra costs. According to our experience, the customs brokerage fee may be $50 to $300 depending on the value of the shipment. Canadian Taxes vary between 12%-15% with respect to the province. Duties depend on the product itself and where the product is manufactured.
Do you ship Samples?
Yes, we ship 4"x4" or 6"x6" samples for most of the products in our store. Please refer to the product page for sample availability. You will see a "Order Sample" link at the bottom of the product page for products for which we ship samples.
DEKO Tile charges only $5.98/sample and this price includes shipping.
Free shipping on samples shipped to the U.S. and only $5 shipping on samples shipped to Canada.
Do the samples represent the actual product I will get if I place an order?
We pick samples from the lots we have in stock in our warehouses to ensure that they represent the actual product you will get if you place an order. However, please note that Samples are supposed to be a good representation of the actual product, especially in finish, size and density of the material. Most of our products are natural stone, and therefore variation in colors and pattern should be expected. We recommend that you refer to the pictures on our website to get a better sense for the range of variation in colors and pattern.
Do the pictures in your store represent the actual product?
We do our best to make sure that the pictures are good representations of the actual products. However, please note the same picture may look different on different screens due to possible differences in screen settings, We recommend that you order a sample if you'd like to get a good sense for the actual colors.
Do you provide installation advice?
DEKO Tile doesn't provide any installation advice for the products we sell in our store. We recommend that you discuss installation options with your contractor.
Can I pick up my order?
Yes, you can pick up your materials at our Carson, CA warehouse after we receive full payment for the order. Please contact us for pick-up instructions.
What if my order arrives and some of the products are damaged?
Please inspect the contents of your order immediately and contact us within 3 days to notify us about the damage. Make sure to take pictures and send them to us. We will contact you immediately to resolve the issue. Please see our Returns Policy section for more information.
What if I don’t order enough material and I run short?
The best way to avoid running short is by properly measuring prior to placing your order. We recommend that you order at least 10% more than the actual area to be covered. But if you should come up short, you can order the minimum quantity and your order will be processed just like any other regular order.
If you have any other questions, concerns or comments, please contact us online.