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Returns policy  


Please read all our policies prior to making your purchase. You will be required to enter your initials on our policy acceptance form during checkout process. Your initials will confirm that you have carefully read and accepted all our policy rules and will automatically enter your purchase into a legal purchase contract with UniversalCeramicTiles.com. By initialing our policy acceptance form you also agree to obey and respect all our business policy rules. DO NOT INITIAL UNLESS YOU READ ALL POLICIES.

Our Returns Policy

You may return most items sold by UniversalCeramicTiles.com within 30 days of purchase for a refund after return authorization has been approved. We'll also pay the return shipping cost ONLY if the return is a result of our error. If you choose to return an item(s) just because you changed your mind about purchasing it, we reserve the right to inspect all goods for damage or missing parts. If we find a problem with a returned item(s), refund will not be processed! If no problems are found with the returned item(s), we will refund your purchase price less shipping cost (if any apply) and you will be charged 25% handling and restocking charge. No exceptions!

 

  • You must call us for a Return Authorization number (RA#) by filling out our return authorization form or calling our Customer Service at (718) 372-4444. Please make sure to include RA number on the outside of the box you send back to us. Returns without RA # might be refused.
  • Returns/Exchanges will not be accepted after 30 days from the time you placed an order.
  • ITEMS MUST BE RETURNED IN THEIR ORIGINAL PACKAGING AS SHIPPED BY UniversalCeramicTiles.com. ANY ITEMS RETURNED IN PACKAGING OTHER THAN THE ORIGINAL PACKAGING WILL BE REFUSED.
  • However, we can not accept returns for items damaged in transit where that damage is not reported to us within 24 hours of a customer accepting that shipment. Damages must be reported and claimed to the freight forwarder immediately.

 

Any item(s) that are returned without a return authorization will be charged 50% restocking fee.

We cannot accept returns of certain items, including:

  • Any NON-STOCK item(s) and/or special order item(s)
  • Any item that is not in its original condition, is damaged, open box (applies mostly for fragile items) or is missing parts. 

All returns are subject to inspection and refund approval. A 25% handling and restocking charge will apply on all retuned merchandise approved for a refund.

No labor charges of any kind will be allowed.

Please send all return items to:

Universal Ceramic Tiles
2162 Bath Avenue
Brooklyn, NY 11214

Fraud Protection and Credit Card Payment Policy
 

Once payment is processed, we will ONLY ship your purchase to an address affiliated with your credit card billing information. No exceptions!

All sales considered final. Merchant charge backs are not allowed, unless approved by UniversalCeramicTiles.com in writing. Please contact us by e-mail, telephone or fax with any questions and concerns about your purchase. We will do everything possible to make sure that all our customers are satisfied with our products and services.

In case of a dispute, all court and attorney fees will be paid by a customer.

Delivery Time

When you place an order, we will estimate shipping and delivery dates for you based on the availability of selected item(s) and the shipping options you choose. Our standard shipping choice is UPS Ground service. We can provide UPS tracking number(s) upon request.

Payments

Sales tax

We do not collect sales tax on items purchased at UniversalCeramicTiles.com, except for deliveries within New York State. New York State deliveries are charged 8.875% state sales tax which is calculated during checkout.

Payment options

For your convenience, UniversalCeramicTiles.com accepts American Express, Visa, MasterCard, and Discover. We also accept personal and company checks. Please call us at (718) 372-4444 for more information about paying by personal or company check. We reserve the right to delay shipping until funds clear in the bank.

Our charge policy

Because the majority of our products are special order items, your credit card will be charged at the time that you place your order. If you have any questions or concerns regarding this policy, please call us at (718) 372-4444 before placing an order.

Our Check Policy

For orders paid for via check or money order: Your order will not ship until after your payment has been received and processed. This process generally takes between 7-10 business days from the time your payment is received. Orders paid for by certified bank check or money order will ship upon receipt of payment. Product availability applies. Returned unpaid checks will be subject to the maximum returned check fee allowed by law.

Pricing & Availability

UniversalCeramicTiles.com makes every effort to get your order to you as soon as possible. In-stock items are generally shipped within 24 to 48 hours upon receipt of payment. If there is a problem with your order you will receive an email stating more details within one business day. Items shipped by UPS Ground may take longer, depending on your location. Special and Custom orders may also take longer to process. Ask our Sales Representatives for shipping details when you place your order.

Determining a Product's Lead Time

At UniversalCeramicTiles.com, we understand that you want the right products, at the right price, at the right time. Therefore, we have included the ability to request the lead time of any product featured on our web site. Please e-mail or call us with any questions.

Product Price, Description, & Color Accuracy

While we take measures to ensure that our web site reflects accurate product information and pricing, sometimes an error can appear on the site. We are not responsible for misrepresentations or errors found on the site. Additionally, colors often vary depending on monitor settings and screen resolutions, and may not always display accurately on your screen.

Warranty Information

All products are covered by the manufacturer's warranty as well as any other warranty required by law. All warranty claims must be made directly to the manufacturer's customer service department.

Change or Cancel an Open Order

If your order has not been shipped yet, you may change or cancel your order within 24 hours of placing it. Once it has been shipped, you will be subject to a 25% restocking fee for any items that are not defective or damaged during shipping. Special or custom orders may only be cancelled within the first 24 hours of placing the order. No returns or exchanges are allowed on special or custom orders beyond the first 24 hours of placing your order.

Add an Item to your Open Order

If you have already placed an order but it hasn't been shipped yet, you can add a new item to your existing open order. Please call our Sales Department at (718) 372-4444 to handle your request. If your order has already been sent out, you can shop online for that item or call our Sales Department to place your next order.

Product Inspections

We hope that your order arrives safely and that you are satisfied with your purchase. However, please remember that when the order arrives it is your responsibility to ensure that the product has not been damaged during shipping. Please follow the guidelines bellow for inspection of your package(s):

For items shipped via freight carrier:
Inspect the box for external damage, remove the packaging and inspect the contents for any physical damage in the presence of the delivery driver. If there is any damage, visible or not, you must indicate such on the delivery receipt. When you sign the delivery ticket and do not note any damage, the merchandise becomes your property and no claims are considered after delivery is made and signed for.

For items shipped via UPS, DHL or FedEx:
If there is any damage, visible or not, you have 24 hours to contact us to report the damage. If you do not contact us within 24 hours, the merchandise becomes your property and no claims are considered after delivery is accepted and signed for by you or any other party accepting a delivery.

Again, please take the time to inspect your delivery and if there is any damage be sure to note it on the delivery ticket. If the damage is severe enough to render the product inoperable or unusable, please refuse the shipment and contact us immediately at (718) 372-4444. We strongly suggest purchasing insurance on all shipment types. If you choose not to purchase insurance, we will not be held responsible for any damages, visible or not. All goods undergo careful inspection and packaging prior to collection by a freight forwarder. We will not ship any goods if we notice any type of damage. All damages must be claimed with a freight forwarder. Our responsibility ends once goods were picked up by a freight forwarder.

Expedited Orders and Rush Delivery

If you would like to expedite your order and rush deliver a product, please call our Sales Department to inquire about product lead time and availability. If an item is in stock, it will usually ship the same day. If it is not in stock, we may be able to have it shipped directly to you from the manufacturer as soon as it becomes available, or we can arrange to have it delivered to you as soon as we receive it. Higher shipping cost will apply on all rush delivery orders. Again, please call us at (718) 372-4444 for more information.

 



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