Shipping Return Instructions

  • Please call us at 905-469-1030 or email us at to obtain an RMA# (Return Merchandise Authorization number which is provided by us) and we will arrange for a pick-up.
  • Material must be in its original packaging and packed well. Any damage that occurs during return transit will not be accepted for credit.
  • Include a copy of your original receipt then pack and tape your package securely. Please indicate the RMA# on the outside of the box, and reason for return on the copy of the invoice inside.

Shipping Claims

Please report damaged or missing items within 48 hours of delivery by calling us at 905-469-1030 or emailing us at Through innovative packaging techniques we use and attention to detail, we expect breakage to be minimal however not impossible due to the nature of the products. Check your material once received. If you find material broken that can not be used or missing items, we will gladly send out replacements, and take back the damaged product. Call us at 905-469-1030 or email us at and we will guide you through the simple process


Our goal is that you are completely satisfied with your purchase. We will gladly accept returns in unopened full boxes within 30 days of original order date. No restocking charge will apply to in-stock items. A 30% restocking charge will be applied to all ordered items, to cover our return costs and shipping fees. Custom orders are considered final sale, as are all items on clearance or special pricing. Claims cannot be considered once material has been installed.

Collection Policy

By making this purchase, you agree to pick up your material within 30 days once your material is ready for collection. We reserve the right to dispose of any uncollected material unless alternate arrangements have been approved.

Important Notes: and Factory Tile Depot Stores reserve the right to limit or refuse to accept the return of certain merchandise at any time and for any reason.