• What is Edward Martin?
  • What is the mission of Edward Martin?
  • Can you tell me about the founder of Edward Martin?
  • What sets Edward Martin apart in the market?
  • How does Edward Martin ensure an exceptional customer experience?
  • Does Edward Martin have showrooms?
  • How does it work?
  • How do I book a consultation?
  • Is there a consultation fee for the design services?
  • How do I prepare for my consultation?
  • How long does the design process take?
  • Can I visualize the designs before finalization?
  • Are the design services available internationally?
  • What rooms can I get help on?
  • Are design services available in person?
  • How can I sign up for a Trade Account?
  • What benefits come with a Trade Account?
  • Are there any requirements for maintaining a Trade Account?
  • Can I use my Trade Account for both commercial and residential projects?
  • Who is the Trade Program for?
  • Can trade professionals obtain unlisted materials like Natural Stone. Quartz Slabs, and Large Porcelain Panels?
  • How can I order tile samples?
  • Can I see how the tile looks in my space before the sample arrives?
  • Should I order more than one sample if the tile has high shade variation or veining patterns?
  • How much do samples cost?
  • Is there a limit to how many samples I can order?
  • How long does it take for samples to ship?
  • What should I do if my sample order is delayed?
  • How should I evaluate the samples at home?
  • How do I place an order for tiles on your website?
  • How can I track my order?
  • What is your return policy?
  • How long does it take to process my order?
  • Order Cancellation and Modifications
  • What should I do if a product is out of stock?
  • What happens if my order arrives damaged or incomplete?
  • How do I qualify for $99 flat rate shipping?
  • What payment options do you accept?
  • Is my payment information secure?
  • Do you offer any discounts or promotions?
  • How do I apply a discount to my order?
  • How can I get a copy of my receipt/invoice?
  • How long does it take to process a refund?
  • How are orders delivered?
  • How long will it take for my order to be shipped?
  • Do you offer international shipping?
  • Can I track the shipping progress of my order?
  • What shipping carriers do you use?
  • Are there any shipping restrictions I should be aware of?
  • How is the shipping cost determined?
  • What should I do if my order arrives damaged?
  • Can I change my shipping address after placing an order?
  • What is curbside delivery, and how does it work?
  • What to do upon the arrival of your curbside delivery?
  • What is your return policy for tile orders?
  • Can I cancel my order after it has been placed?
  • How do I initiate a return for my tile purchase?
  • Who covers the cost of return shipping?
  • How long does it take to process a refund?
  • How do I file a claim for damaged or defective tiles?
  • What is the process for filing a claim for damaged or defective tiles?
  • What is considered a defect in a tile?
  • What happens if I notice a defect after installing the tiles?
  • How long does it take to process a claim for defective tiles?
  • What should I do with the damaged tiles after receiving a replacement?
  • Still couldn't find what you're looking for?
  • Chat with our virtual assistant
  • Affiliate Program

What is Edward Martin?

Edward Martin is an online porcelain tile e-commerce platform that caters to a wide array of clients including Architects, Interior Designers, Pool Designers, General Contractors, Tile Installers, and Homeowners with a keen interest in Interior Design and DIY Projects. Our aim is to revolutionize the tile, home improvement, and interior design industries through innovative technology, providing exceptional customer experiences and outstanding value with our premium, artisanship-narrating tiles.

What is the mission of Edward Martin?

Our mission at Edward Martin is to elevate the standards within the realms of tiles, home improvement, and interior design. We achieve this through innovative technology, commitment to reshaping industry standards, delivering an exceptional customer experience, and providing outstanding value. Each of our tiles is crafted using premium materials, reflecting the artisanship and tradition behind their creation.

Can you tell me about the founder of Edward Martin?

Edward Martin Bedrosian comes from a lineage with a 70-year legacy in the tile and stone industry, where tradition of quality and craftsmanship runs deep. Raised with a profound appreciation for the industry's intricacies, Edward's vision was shaped by his decades of hands-on experience. He founded Edward Martin with a mission to blend high-end quality with affordability, opening the doors of luxury to a wider audience. Under Edward's guidance, Edward Martin is a beacon of innovation, committed to sustainability and excellence, serving a diverse range of clients from architects to homeowners.
 

What sets Edward Martin apart in the market?

Edward Martin stands out for several reasons:

Concierge Service: We offer a smooth start-to-installation journey, focusing on customer excellence.
 
$1 Samples: Enjoy 4"x4" samples of our tiles with free ground shipping, allowing you to feel confident in your tile choice.
 
$99 Flat Rate Shipping: We provide affordable shipping options for orders over $575 on all regular-priced products.
 
Designer Luxury Looks at Affordable Prices: Access high-end designs without the high-end price tag.
 
AR Ready: Utilize our Augmented Reality feature for a lifelike preview of our products in your space.
 
Free Design Consultation: Benefit from personalized design services tailored to your unique style by our seasoned professionals.
 
Financing Options: Flexible financing options with Affirm and Shop Pay let you shop now and pay later, with easy application at checkout to find the plan that suits you best.

How does Edward Martin ensure an exceptional customer experience?

By combining our concierge service, $1 samples with free shipping, flat rate shipping for larger orders, and free design consultations, we ensure that from the moment you discover Edward Martin to the completion of your project, your journey is seamless, personalized, and exceeds expectations. Our commitment to sustainability, innovation, and affordability further enhances the customer experience, making Edward Martin your trusted partner in tile design and home improvement.

Does Edward Martin have showrooms?

Edward Martin does not operate traditional physical showrooms. Instead, we leverage the latest technology to provide the highest quality imagery and detailed descriptions of our tiles, ensuring you can make informed decisions from the comfort of your home. Our tiles can be experienced using Augmented Reality (AR) technology, allowing for a lifelike preview of how our tiles will look in your space. Additionally, we offer a sample program, encouraging customers to experience our tiles firsthand. This program is designed to let you feel the textures of our tiles and see how they would look in your actual space, ensuring satisfaction with your selections.

How does it work?

Step 1: Book an appointment for a 1:1 consultation by filling out the form above, a designer will reach out to you within 48 hours.

Step 2: Be prepare to share the details about your project. What rooms are you remodeling? What is the size of the space? Do you have a budget? We want to learn as much as possible about your vision to tailor our designs specific to you.

Step 3: Review & Collaborate. Your designer will create personalized mood boards and layouts based on your style preference. Our initial designs are a starting point and feedback is welcomed. Let us know your thoughts, we want you to love it!

Step 4: Order $1 samples. For tiles you're interested in, we suggest ordering a 4x4 cut sample to see the texture and color in person. Pair the samples specified in the designs to help narrow down your choices.

Step 5: Finalize design. We'll put together a formal quote with all the materials and square footage needed for your project. It's that easy!

How do I book a consultation?

Simply fill the appointment form, and our team will reach out to schedule a convenient time for your personalized consultation

Is there a consultation fee for the design services?

The foundational design service is complimentary, offering product matching and surface sourcing. Enhanced and Premium options are available for a fee, providing in-depth design insights and visualizations.

How do I prepare for my consultation?

We want to know as much as possible to better guide you. Please provide pictures of the current space or floor plans if possible. If fixtures, cabinet colors, furniture, etc are already selected, let us know so we can include them in the design. Lastly, inspiration is key! Save, pin or screenshot all the interior design images that you love so we can get a better sense of your preferred aesthetic.

How long does the design process take?

The timeline varies depending on the chosen design option and project scope. Our team is dedicated to ensuring a timely and efficient process tailored to your specific needs.

Can I visualize the designs before finalization?

Yes, especially with our Premium option that includes photorealistic 3D renders, allowing you to visualize the transformation in detailed perspectives.

Are the design services available internationally?

Currently, our services are focused domestically, but we are expanding. Please contact us directly for specific location inquiries.

What rooms can I get help on?

We're happy to help you with all residential spaces, including kitchens, bathrooms, showers, living rooms, fireplaces, bedrooms, mud rooms, laundry rooms, patios and pools.

Are design services available in person?

All communication is done virtually, by phone, text or google meets.

How can I sign up for a Trade Account?

To sign up for a Trade Account, please fill out our online application form with your business details. Ensure that you provide accurate and complete information to expedite the review process. Our team will assess your application and notify you of the outcome within 48-72 hours.
 

What benefits come with a Trade Account?

Our Trade Account offers exclusive benefits, including a 20% discount on all orders, concierge service for a seamless start-to-installation journey, priority access to insider previews of our upcoming products, and volume discounts for commercial projects. Our members enjoy exceptional service and a curated collection of tiles for both interior and exterior projects.

Are there any requirements for maintaining a Trade Account?

Yes, maintaining your Trade Account requires adherence to our terms and conditions, which include ensuring your projects align with our product use guidelines. We reserve the right to request additional details, decline applications, or revoke memberships at our discretion to maintain the integrity of our Trade Program.

Can I use my Trade Account for both commercial and residential projects?

Absolutely! Our Trade Account is designed to cater to both commercial and residential projects. We offer tailored services, including volume discounts and job site delivery for commercial projects, as well as convenient sample deliveries and access to digital design tools for residential projects.

Who is the Trade Program for?

Our Trade Program is specifically tailored to meet the needs of professionals across various sectors of the construction, design, and management industries. We understand that each project is unique and requires specific materials and support. That's why our Trade Program is ideal for:
 
Interior Designers: Whether you're designing a residential living space or a commercial office, our Trade Program offers an extensive selection of tiles and materials to bring your vision to life, along with exclusive discounts and personalized service.

Pool and Spa Designers: Specializing in outdoor and water feature designs? Our program provides access to durable and aesthetically pleasing tile options that can withstand the elements, enhancing any pool or spa project.

Contractors: We support contractors with reliable access to high-quality materials and volume discounts, ensuring you have what you need for your construction projects on time and within budget.

Architects: From the initial design phase to the final touches, architects can benefit from our curated collection of materials. Plus, our team is ready to assist with sourcing unique materials for that perfect aesthetic and functional fit.

Builders: Our Trade Program supports builders with competitive pricing, a wide range of products, and logistics solutions to keep your projects moving forward efficiently.

Property Managers: Managing renovations or updates to residential or commercial properties is smoother with our Trade Program, offering a variety of flooring solutions to enhance property value and tenant satisfaction.

Hospitality Food and Beverage: For those in the hospitality industry looking to create inviting spaces for dining and lodging, our program offers stylish, durable materials that can withstand high traffic while maintaining a welcoming atmosphere.

Our Edward Martin Reps are here to provide tailored support for your specific industry needs, helping you source even the most unique materials not listed on our website. Join our Trade Program to experience the convenience, variety, and personalized service designed to make your projects a success.

Can trade professionals obtain unlisted materials like Natural Stone. Quartz Slabs, and Large Porcelain Panels?

Yes, for our Trade Professionals, we go beyond our online catalog to source a wide range of materials, including Natural Stone, Engineered Quartz Slabs, and Porcelain Large Format Panels, to meet the unique needs of your projects. If you're looking for specific materials not listed on our website, please discuss your requirements with your Edward Martin Rep. Our team is dedicated to providing personalized support and solutions to ensure the success of your projects.

How can I order tile samples?

To order tile samples, simply navigate to the tile collection of your choice on our website. Click "order sample" on the page of the tile you're interested in. You'll receive a 4" x 4" sample that accurately reflects the color and finish of the tile. Plus, enjoy 10% off your first order!

Can I see how the tile looks in my space before the sample arrives?

Yes, with our Augmented Reality (AR) tool, you can get a realistic preview of our tiles in your space. This technology allows you to visualize the future of your tile design effortlessly, helping you make confident decisions about your project.

Should I order more than one sample if the tile has high shade variation or veining patterns?

Yes, since some collections feature high shade variation or unique veining patterns, we encourage ordering more than one sample. This ensures you see the full range of variation and make a choice that best suits your project's aesthetic.

How much do samples cost?

Each sample is priced at $1. They provide an affordable opportunity to explore our premium products. Please note, these samples are non-refundable.

Is there a limit to how many samples I can order?

No, you can order as many samples as you wish. Please note, while there's no limit to the number of samples you can order, larger sample orders may take longer to process. Specifically, if you're ordering more than 20 samples, it may take additional time to prepare and ship your order to ensure each sample meets our quality standards.

How long does it take for samples to ship?

Samples ship within 2-3 days via UPS or FedEx and typically take 3-5 days in transit. Keep in mind that samples may arrive in separate packages if they come from different locations.

What should I do if my sample order is delayed?

If your sample order takes longer than expected, please reach out to our customer service. We'll assist you by expediting another sample request in case the original samples got lost during transit.

How should I evaluate the samples at home?

Follow these steps to evaluate your samples effectively:

Evaluate in the Actual Setting: Test the samples in the room where they will be installed to see how they complement your space under various conditions.
 
Test Throughout Different Times of Day: View the samples under different lighting conditions to ensure you're satisfied with how the colors look at all times.
 
Choose a Few Key Samples: Limit your selection to about four samples per area to simplify your decision-making process.
 
 
Consider Texture Alongside Color: Pay attention to both the texture and color of the tiles, as both aspects will impact the overall look and feel of your space.
 
Go With What You Love: Ultimately, your home should reflect your personal taste, so choose the samples that you feel best fit your style and vision.
 
For a comprehensive guide on testing tile samples in your home, visit our blog A Guide to Testing Tile Samples in Your Home.

How do I place an order for tiles on your website?

Placing an order on our website is simple and straightforward. First, browse our extensive collection of tiles and select the product you wish to purchase. On the product page, specify the quantity needed and click "Add to Cart." Once you've added all desired products to your cart, proceed to checkout, where you can review your order, enter shipping information, and choose a payment method. After completing these steps, you will receive an order confirmation via email.

How can I track my order?

Once your order is placed and processed at our logistics facility, you will receive a confirmation email with a tracking number. You can use this number to track your order's progress online. Additionally, our customer service team is always here to help you with any questions about your order's status.

What is your return policy?

Our return policy is 30 days. Order cancellation or modification needs to be done within 24 hours of the order being placed. After that time frame, the order may be already en route, and the customer will responsible for the cost of the shipping to send the tile back, and there is a 25% restocking fee.

How long does it take to process my order?

The processing time for orders varies depending on the type of product and shipment. Orders that require shipment from the tile factory are processed within 2-3 business days, followed by 5-7 business days for LTL (Less Than Truckload) shipping. For smaller packages shipped via FedEx or UPS, delivery may take up to 3-5 days. Please note that some tiles come from different locations and may arrive at different times. We recommend not scheduling any installation until you have received and inspected your entire order, as unforeseen delays could affect your project timeline. This ensures a smooth process for your tile installation project.

Order Cancellation and Modifications

You have the option to modify or cancel your order within a 24-hour period. Beyond this timeframe, it's probable that your order has already been prepared for dispatch. Should the shipment be on its way to you, you will bear the cost of returning the tile, along with a 25% restocking fee. Should you choose to amend your order by including extra items after the 24-hour mark, this adjustment will be treated as a separate new order and will be dispatched independently from your initial order.

What should I do if a product is out of stock?

If a product you're interested in is currently out of stock, we recommend contacting our customer service team about product availability and opting in for a back-in-stock notification. We'll email you as soon as it's available again. For urgent projects, our customer service team can assist in finding a suitable alternative to meet your needs.

What happens if my order arrives damaged or incomplete?

We take great care to ensure your order arrives in perfect condition. However, if you receive a damaged or incomplete order, please contact our customer service team within 48 hours of delivery. Provide us with photos of the damaged items and your order number, and we'll arrange for a replacement or refund as appropriate. It's important to inspect your order upon arrival and report any issues promptly to ensure a smooth resolution process.

How do I qualify for $99 flat rate shipping?

Orders over $575 are eligible for $99 flat rate shipping to most locations within the continental United States. However, it's important to note that orders being shipped to Alaska and Hawaii do not qualify for the $99 flat rate shipping due to the additional costs associated with shipping to these locations. For orders destined for Alaska and Hawaii, shipping costs will be calculated based on the order size and shipping address. Please contact our customer service team for more details and shipping options for these states.

What payment options do you accept?

We accept a wide range of payment options to make your shopping experience convenient. This includes all major credit cards, PayPal, and financing options available to qualified candidates via Shop Pay and Affirm. Whether you're making a one-time purchase or planning a larger project, we have a payment solution to meet your needs.

Is my payment information secure?

Absolutely. We prioritize the security of your payment information. Our platform is PCI compliant, ensuring that your payment details are processed following the highest security standards. We do not store your payment information, further safeguarding your privacy and security.

Do you offer any discounts or promotions?

Yes, we offer several discount programs and promotions:

First-time buyers who sign up for our newsletter enjoy a 10% off discount. This welcome offer is our way of saying thank you for joining our community.
 
Veterans receive a 15% off discount with a valid ID as a thank you for their service.
 
Trade Professionals can benefit from a 20% off discount, supporting their business needs.

Additionally, we frequently run promotions and discounts on various products. The best way to stay informed about our current offers and exclusive deals is to subscribe to our newsletter and follow us on social media. This includes early access to sales and special deals available only to our newsletter subscribers.

How do I apply a discount to my order?

To apply a discount to your order, please use your promo code in the designated "Promo Code" section during the checkout process. After entering your code, the corresponding discount will be automatically applied to your order total. It's important to ensure the code is entered correctly and matches the promotion you're intending to use. If you have any issues or questions about using a promo code, please contact our customer service team for assistance.

How can I get a copy of my receipt/invoice?

If you need a copy of your receipt or invoice, you have a couple of options for obtaining it. If you have an account with us, simply log into your account and navigate to the 'My Orders' section. Here, you'll find your past orders along with the option to view and print your receipts or invoices. If you're unable to access your account or prefer assistance, you're welcome to contact us directly. You can reach out via our chat support or send an email to info@edwardmartin.com, and our customer service team will be happy to help you with your request.

How long does it take to process a refund?

We understand that timely processing of refunds is important to our customers. Once a refund has been initiated, it can take up to 10 business days for the payment to be processed back to your account. The exact timing may vary depending on your bank or payment provider's policies, but rest assured, we work diligently to ensure that refunds are processed as quickly as possible. If you have any questions about the status of your refund, please feel free to contact our customer service team for assistance.

How are orders delivered?

For the transportation of orders weighing 100 lbs. or more and less than 9 pallets (not exceeding 19,999 lbs), we entrust a specialized freight carrier for their expertise in securely shipping large parcels. Freight delivery orders are palletized and delivered exclusively curbside during daytime hours Monday through Friday.

Curbside entails the delivery being made to the sidewalk or street front of a residential or business property. It is important to note that with curbside delivery, the carrier is not responsible for bringing the package inside the building or residence, and no supplementary services, such as unpacking, installation, or setup, are provided. The recipient assumes the responsibility of retrieving the package from the curbside and subsequently moving it to their desired location within their premises. As part of their service, the carrier may proactively contact you 1-2 days prior to the scheduled delivery date to coordinate an estimated time of arrival. To ensure a smooth and timely delivery, kindly supply a valid phone number to minimize any potential delays.

To ensure the secure unloading of shipments, a mandatory liftgate service is included for all residential deliveries. This essential service facilitates the lowering of your order from the truck to the ground, ensuring utmost safety. A corresponding liftgate fee is included in the shipping rate to cover the associated benefits of this service, as it greatly enhances the delivery process for residential addresses.

How long will it take for my order to be shipped?

Orders are typically processed and shipped within 2-3 business days for in-stock items. The estimated delivery time depends on your location and the shipping option you select at checkout. Standard shipping usually takes 5-7 business days. We'll provide a tracking number once your order has shipped so you can monitor its progress. For orders being shipped to Hawaii and Alaska, please allow additional time due to the longer distances involved.

Do you offer international shipping?

Currently, we ship only within the continental United States. We are exploring options for international shipping and hope to offer this service in the future. Please check our website regularly for updates on shipping policies and new services.

Can I track the shipping progress of my order?

Yes, once your order is shipped, you will receive an email with a tracking number. You can use this number to track your order's progress directly on the carrier's website. If you have any questions about your shipment, please contact our customer support team for assistance.

What shipping carriers do you use?

We partner with various reputable carriers to ensure your order arrives safely and efficiently. Our primary carriers include UPS, FedEx, and for larger orders, freight services. The carrier used for your shipment will depend on the size and weight of your order as well as your location.

Are there any shipping restrictions I should be aware of?

Certain products may be subject to shipping restrictions due to their size, weight, or the materials from which they are made. In addition to these restrictions, we are unable to deliver to P.O. Boxes or military APO/FPO addresses. It's also important that the delivery address is easily accessible by truck. Areas with long driveways, narrow roads, or conditions that challenge a truck's ability to turn around may impact our ability to deliver. All deliveries are made curbside, meaning we cannot transport items into the customer's property or inside the home. For the safety and efficiency of our delivery process, please ensure that your delivery address meets these requirements. For further details on our shipping policies or if you have specific questions regarding accessibility of your delivery location, please don't hesitate to contact our customer service team.

How is the shipping cost determined?

Shipping costs are calculated based on the weight, dimensions, and destination of your order. Our website provides a shipping estimate during the checkout process. For large or special orders, we recommend contacting our customer service for a detailed shipping quote.

What should I do if my order arrives damaged?

If your order arrives damaged, please contact our customer service team immediately. Take photos of the damaged items and keep all original packaging materials. We will guide you through the process of filing a claim and arrange for a replacement or refund as appropriate.

Can I change my shipping address after placing an order?

If your order has not yet been shipped, you may be able to change the shipping address. Please contact our customer service team as soon as possible to make any changes. Note that changing the shipping address after the order has been processed may result in delays and additional charges.

What is curbside delivery, and how does it work?

Curbside delivery is the standard method for larger orders that are shipped via freight due to the size, weight, or quantity of the items. When utilizing this service, the delivery will be made to the curb at the end of your driveway or the nearest accessible area to the street. Please note, the responsibility for moving the products from the curbside into your home or the final location rests with the recipient. Given the heavy nature of tile products, we strongly recommend arranging for additional help to move your order upon delivery. This precaution not only helps prevent personal injury but also reduces the risk of accidental damage or breakage of the tiles.

Prior to the delivery, the shipping company will reach out to you via phone to schedule a delivery appointment. It is crucial to be available during the agreed-upon delivery window to receive your shipment. Missed appointments may result in rescheduling delays and could incur additional charges. Ensuring clear communication and availability for the delivery appointment facilitates a smooth delivery process and helps avoid any unnecessary complications.

By preparing for the arrival of your order — confirming the delivery schedule, ensuring the delivery area is accessible, and having adequate assistance ready — you can significantly streamline the receipt of your new tiles and commence with your project plans more efficiently.

What to do upon the arrival of your curbside delivery?

Upon the arrival of your curbside delivery, it is of utmost importance to conduct a thorough inspection of the pallet of tiles for any visible signs of damage before accepting the shipment. The delivery receipt, which you are asked to sign by the freight company, acts as proof of receipt in good condition unless noted otherwise at the time of delivery. If any damage is observed, it's crucial to document this on the delivery receipt by noting the specifics of the damage before signing. Failure to accurately report damage at the time of delivery may significantly limit the liability coverage by the freight company for any claims made after the fact.

We strongly encourage you to take the time to carefully check the condition of your order in the presence of the delivery personnel. Should there be any visible damage to the products or packaging, make sure these are clearly noted on the delivery receipt. This step is not only essential for ensuring that you have the option to refuse damaged goods, but it also provides critical documentation needed to process a claim with the freight company for any damages incurred during shipping.

Remember, once the delivery receipt is signed without any damage reported, the responsibility for discovered damages shifts from the freight company to the recipient. Ensuring a detailed inspection upon delivery safeguards your investment and helps ensure any necessary claims are promptly and successfully addressed.

What is your return policy for tile orders?

We offer a return policy that allows you to return tiles within 30 days of delivery. If you wish to return your purchase for any reason other than damage or defect, please be aware that the tiles must be returned in their original condition. Note that returns initiated after the 24-hour period from order placement are subject to the cost of return shipping and a 25% restocking fee.

Can I cancel my order after it has been placed?

You may cancel your order without penalty within 24 hours of placing it. After this period, if the order has already been dispatched, canceling the order will incur the cost of return shipping and a 25% restocking fee. We aim to process and dispatch orders efficiently to ensure timely delivery, so we encourage you to review your order carefully before confirmation.

How do I initiate a return for my tile purchase?

To initiate a return, please contact our customer service team at info@edwardmartin.com with your order number and reason for return. If the return is initiated after the 24-hour grace period, we will provide you with a return authorization number and instructions, keeping in mind that return shipping costs and a 25% restocking fee will apply.

Who covers the cost of return shipping?

For returns due to customer preference, initiated after the 24-hour grace period, the customer is responsible for the cost of return shipping. In instances of damaged or defective tiles, we will cover the return shipping costs. Please contact our customer service team within 7 days of delivery to report any issues with your order.

How long does it take to process a refund?

Once we receive and inspect the returned items to ensure they are in their original condition, we will process your refund request within 2 business days. However, please note that the refund amount will be less any applicable return shipping costs and a 25% restocking fee. The time it takes for the refund to appear in your account may vary depending on your bank, but it generally takes up to 10 business days.

How do I file a claim for damaged or defective tiles?

If you receive damaged or defective tiles, please notify our customer service team within 7 days of delivery. Email us at info@edwardmartin.com or call (909) 235-6728 with your order number and detailed photos of the affected tiles. We will assess your claim and work with you to resolve the issue, which may involve sending replacement tiles or issuing a refund minus any applicable fees.

What is the process for filing a claim for damaged or defective tiles?

If you receive damaged or defective tiles, please follow these steps:

  • Notify our customer service team within 7 days of delivery by emailing us at info@edwardmartin.com or calling us at (909) 235-6728.
  • In your email or phone call, provide us with your order number, a description of the issue, and clear photos of the affected tiles. This information will help us assess the problem and determine the best course of action.
  • Once we receive your claim, we'll review it and get back to you within 2 business days with a resolution, which may involve replacing the tiles, issuing a refund, or providing store credit.

Remember, it's important to inspect your tiles upon delivery and report any issues as soon as possible to ensure a smooth claims process.

What is considered a defect in a tile?

While it's rare to encounter defects, they can occasionally arise during manufacturing or shipping. Being aware of these potential issues before installation can save time and ensure the longevity and beauty of your tile work. Here are common defects you can identify prior to installation:
 
  • Misaligned Designs or Patterns: For inkjet-printed tiles, discrepancies in the alignment of designs or patterns can occur. This affects the visual continuity when laid out.
  • Dimensional Discrepancies: Variations in tile size, shape, or thickness may be present, leading to challenges in achieving a uniform installation.
  • Visible Damage: Look out for cracks, chips, or any form of visible damage. Such defects are usually not related to mishandling or improper installation but may occur during the manufacturing or shipping process.
 
 
Tile Variability and Installation Areas

Not all tiles are created equal, and each type comes with its own specifications and intended use areas. It's crucial to carefully read and understand these specifications before choosing your tiles. Installing tiles in areas they are not suited for, such as placing non-water-resistant tiles in damp environments, can lead to issues like staining, water damage, or even tile cracking. By selecting the right tile for the right area, you can avoid potential problems and ensure the durability and beauty of your installation.

If you encounter any of these issues, please follow the claims process outlined above. Our customer service team will work with you to resolve the problem as quickly and efficiently as possible.

What happens if I notice a defect after installing the tiles?

If you notice a defect after installing the tiles, please contact our customer service team right away. In this case, we'll need to send an inspector to the job site to assess the issue and determine the best resolution. Here's what you can expect:

  • We'll arrange for an inspector to visit the job site within 7-10 business days.
  • The inspector will assess the tiles and take photos to document any defects or damage.
  • We'll review the inspector's report and determine the appropriate resolution, such as replacing the affected tiles or offering a refund.

Please note that it's important to follow the pre-installation inspection tips mentioned earlier to avoid any issues after installation. If you have any questions or concerns during the inspection process, don't hesitate to reach out to our customer service team.

How long does it take to process a claim for defective tiles?

We strive to process claims as quickly as possible so you can get back to enjoying your tiles. Here's what you can expect:
For regular defect claims, we aim to process them within 2-3 business days.

If we need additional information or photos to assess the claim, we'll reach out to you within 2 business days to request them.
 
Once we have all the necessary information, we'll work quickly to determine the best resolution, such as sending replacement tiles or issuing a refund.

We appreciate your patience during the claims process and will do our best to keep you informed every step of the way.

What should I do with the damaged tiles after receiving a replacement?

If you receive a replacement for your damaged tiles, it's important to dispose of the old tiles properly. Here are some tips:

Check with your local waste management or recycling center for guidelines on disposing of ceramic or porcelain tiles. They may have specific requirements for disposal.

If the tiles are in good enough condition, consider donating them to a local charity or nonprofit organization that accepts building materials.

If disposal is allowed, wrap the tiles in a sturdy trash bag or box and place them in your regular trash bin.

If you're disposing of a large quantity of tiles, consider renting a dumpster or hiring a professional junk removal service.

Remember, it's your responsibility to dispose of the damaged tiles properly and in accordance with local regulations.

Still couldn't find what you're looking for?

If you couldn't find the answer to your question in our FAQ, please feel free to reach out. Our team of skilled professionals is dedicated to assisting you with all your inquiries. All emails are responded to within one business day.

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You could also chat with our virtual assistant for real-time answers to your questions. From order inquiries to product information. Live chat is available to you Monday through Friday 9:00 am to 5:00 pm PST.

Affiliate Program

Are you a social influencer, interior design professional, or DIY enthusiast with a passion for home improvement? We'd love to partner with you!
Our affiliate program offers exclusive benefits, including:
  • Commission on sales generated through your unique affiliate link
  • Early access to new products and collections
  • Collaboration opportunities on social media and other marketing channels
To apply for our affiliate program, please send an email to info@edwardmartin.com with the following information:
  • Your name and contact information
  • A brief description of your audience and platform (e.g., blog, social media following, etc.)
  • Why you're interested in partnering with us
We'll review your application and get back to you as soon as possible.