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CUSTOMER SERVICE

MexicanTiles.com and our customer service team are committed to the satisfaction of our customers. Below you will find a list of helpful topics. If you are having any trouble finding answers, please contact us directly and we will be happy to assist you. 

You may email us or call us toll free 1-888-780-3884.  If you don't reach us, please leave us a message, we will respond within 24 hours or by the next business day during the weekend or holidays.

 

Visit Showroom:

View and purchase products advertised at MexicantTiles.com at ours distributor's SHOWROOM in San Diego, California. You may visit their warehouse and showroom Monday through Friday from 8:00 am. to 4:30 pm. & Saturdays from 9:00am. to 1:00 pm. at:

TIERRA Y FUEGO
8785 DEAD STICK RD
SAN DIEGO, CA 92154


 

 

       About Us

Welcome to MexicanTiles.com! We offer one of the largest selection of decorative handcrafted Mexican tile. If you are looking for the perfect decorative ceramic tile for your kitchen, bathroom, stairway, patio, or entryway, then you have found the right place. You will find over 1000 tiles in different sizes and designs to choose at MexicanTiles.com. We offer convenience, selection, service, and effortless checkout process, which is quick, safe and secure. We are a San Diego, California based company offering serious product knowledge, exceptional customer service, and outstanding product selection in stock.

We are the Mexican handcrafted tile experts. We work closely with our manufacture to bring you a large variety of unique hand-painted ceramic tiles. You don’t have to search from store to store looking for what you need. You’re certain to find great decorative tiles, great value and great service at MexicanTiles.com

When you place your order today, you'll get your product quickly, so you can begin planning in using your tiles as soon as possible. We offer no hassle returns - your satisfaction is guaranteed.

We are here to answer your questions from 8:00 a.m. to 4:30 p.m. PDT, Monday through Friday, just call toll free at 1-888-780-3884 or contact us by email. We strive to get your emails answered within 24 hours.

Enjoy safe, secure shopping. MexicanTiles.com uses a safe and secure online ordering system that protects your privacy every step of the way. Plus, MexicanTiles.com is SSL Certified, meaning we offer secure communications by encrypting all your data.

At MexicanTiles.com we work hard to provide you with a great shopping experience, and we're confident you'll enjoy the product you purchase. After all, there's no better way to enjoy your kitchen, or bathroom than by looking at beautiful tile from MexicanTiles.com

Thanks for shopping with us!
MexicanTiles.com team

 

     Security

We use the industry standard Secure Sockets Layer (SSL) server which is the best software available today for secure commerce transactions.  All of your information including credit card and personal information is encrypted.  This means no one else can read it!

The Mexican Tiles.com shopping cart technology uses 'cookies' to keep track of the product(s) you select. You must enable your browser to accept the MexicanTiles.com cookies to place an order online.

If you still are uncomfortable about using your credit card on the internet, call us toll free at 1-888-780-3884 and order direct.

 

     How to Shop

Secure - Easy - Convenient

Purchasing from MexicanTiles.com can be done online or by telephone.

MexicanTiles.com is committed to providing you with convenience of online ordering anytime. Our online system is equipped with secure technology and ready to take your order 24 hours a day 7 days a week. Our goal is to help you find the right tile, sink, and accessory.

We've organized our site to make online shopping easy. Use the navigation menu in the left column and the top of the page as your continuous guide. We offer a variety of easy ways to shop so you can choose which way best fits your needs and preferences.

  • Shop by Size - Here you start by choosing the tile size you need.
  • Shop by Color - Color is the key to the overall impression of a space.  On this section we have arranged the tiles by predominant color schemes to facilitate your decision.
  • Shop by Sets - Choose from our predefined sets, which include only solid color sets, decorative tile sets, mixed tile sets, and theme tile sets.
  • Shop by Theme - Choose from our predefined themes: animal, flower, fruit & vegetables, southwest, and sun & moon tiles.
  • Tile Calculator - We provide a tile calculator as a courtesy on the product page.  You may use it as a starting guide to calculate the tiles needed for your project.

To request a larger image, more information on the product, or to order you can click on the image or the product title. Once you are ready to order, click on the item you would like to buy, input the quantity on the size and color (if necessary), and click the Add to Cart button. You will now be taken to the shopping cart to complete your order. Or you may return shopping with a click at Continue Shopping. By default the order summary will be presented each time you add an item to the shopping cart. If you don't wish to view the shopping cart each time you add an item to the cart uncheck the box for "Show me my shopping cart every time I order something."

To change the quantity: Once a product is added to the cart simply update the Quantity field in the cart and click "Recalculate"

To remove an item press the Remove button enter "0" in the item "Quantity." field and click the "Recalculate" button.

After you have all of your items in the cart and have made your color selections and quantity selections, if applicable, decide how you want to pay for your order.  You may select to pay with Google Checkout or Directly with us using our secure checkout. 

If paying with Google Checkout follow their instructions.

If paying thru our secure checkout click the green Checkout button, and please enter the zip code to which you want the items shipped. Also make sure that the country selected is correct. Hit the enter key on your keyboard.

Your shipping options will appear with an estimate of the cost. Please pick an option.

Then scroll down and choose your payment option.

Then click Checkout.

On the next page make sure to enter your email address so that we can send you a confirmation email and your billing information (this should be the address to which the credit card you are using is billed to).

On the right hand side fill in the billing information. If the billing is the same as the shipping, just click the little box that says "Click here if billing and shipping are the same."

At the bottom fill in your payment information.

Remember to enter any special instructions you may have in the Comments / More Information box.

After all of that is complete please click the "Submit this Order" button. Make sure you do not click this button more than once.

Lastly, a screen will pop up giving you a confirmation number. This number will also be emailed to you.

Congratulations, you have just placed your order with MexicanTiles.com!

We appreciate your business and look forward to a good working relationship.

Ordering by Telephone :

To order by telephone, please call us at 1-888-780-3884 during the customer service hours listed above.

 

     Payment Options

Payment Options

MexicanTiles.com honors VISA, MasterCard, American Express, cashier's checks, and money orders for all purchases made through its secure-transactions servers, phone, mailed, or faxed orders.  Your credit card statement will indicate that the amount was charged by Tierra y Fuego. MexicanTiles.com accepts Google Checkout and PayPal as method of payments on all your mexican tile, ceramic tile, and all items available at MexicanTiles.com. We DO NOT accept checks.

 

Sale Taxes and Duties

Sales tax applies only for California residents. Duties for shipments sent outside the US may be assessed by your country. Duties are the responsibility of the buyer.

 

     Returns & Exchanges

Here at MexicanTiles.com, we promise to try to bring you the best quality products in a timely and efficient manner. However, if for some reason you are not completely satisfied with your purchase, you may return the item(s) to obtain a refund or replacement, according to the following guidelines:

If you are unsatisfied with the product:

If after you purchase any product* from MexicanTiles.com, at any time within 45 days, for any reason, it fails to live up to your expectations, return it to us and we will refund you the purchase price, less a 10% restocking fee **.

* Unfortunately, we cannot issue a refund for shipping charges, unless we made an error.
** The 10% restocking fee is charged due to the handmade nature of our products and variations on product from batch to batch, and the labor required to prepare each item for shipment.

Products damaged in transit to you: If the carton has external damages, you will need to note this on the delivery receipt. This does not always mean there is damage to the contents, however, it will simplify a claim if damage is discovered upon opening the carton. You must notify the carrier of damages immediately. They will direct how the claim will be handled. You must also notify our office within 48 hours of the receipt of damaged merchandise. We will make arrangements with you to replace damaged pieces. For our records we may require that you email photographs of the damaged merchandise. Pending availability, we will ship your replacement merchandise within 1-2 business days after a claim with corresponding shipper is filed. All replacement merchandise will ship ground service.

If your shipment contains or we sent you the wrong product:
Please call us so we may arrange for a return for the incorrect item and replace it at no cost to you. The item must include its original packaging. Please allow approximately 5 business days for your return to be processed once it has arrived at the warehouse.

Ordered the wrong size or color?
If you request a replacement, we will ship it after we receive and process your returned product. If you need a replacement right away, we suggest you request a credit (rather than a replacement). Then, place a new order. The new order will be shipped as soon as we have the product available and a credit will be applied approximately 7 days after we receive the product(s) you are returning in their original condition within 60 days. Damaged items will not be refunded if they are in non-re sellable condition.

Item(s) may be returned for refund or replacement subject to the following restrictions:

  1. If returning damaged merchandise, you must follow all UPS or Freight Carrier return instructions or any claims will not be honored. Please be advised that carriers have time limits on when to file a claim. At this moment we are NOT accepting returns made via the US Postal Service.
  2. All returns are subject to a restocking fee of 10% on all items.
  3. All non product related fees (shipping, transaction, payment processing, and insurance) are not refundable.
  4. All outlet sales and sales with a discount of over 20% are final and no returns are accepted.
  5. No refunds or exchanges will be accepted after 45 days of invoice date.
  6. All product returns must be accompanied with a written statement explaining your dissatisfaction or reason for return.
  7. Returns of items purchased under a free shipping sale, are subject to the deduction of the original shipping cost from the final refund once it has been calculated accordingly.
  8. In the case that a shipment is undeliverable, refused, or delivered to an incorrect address (incorrect zip code, missing apartment/suite/office number/name, etc.) due to customer error, the customer will be charged for both the original shipment charges and the re-shipment charges.
  9. For customers who select to cancel their returned orders, the order will be subject to a restocking fee. Shipping costs cannot be refunded.
  10. Refused merchandise at time of delivery will incur return freight charges in addition to the applicable restocking fee. Please note that is the customers responsibility to have the merchandise shipped back to MexicanTiles.com.
  11. Refunds will be honored once the merchandise is accounted and received in saleable condition.
  12. No returns or claims may be made on installed material.
  13. All credit card refunds will be applied to the card used for the original purchase. You should allow one to two billing cycles (about one month) for the credit to appear on your statement.

Carefully package the merchandise, using the original packing as a guide. Send Prepaid and fully insured to:

MexicanTiles.com
8785 Dead Stick Road
San Diego, CA 92154

IMPORTANT: You must ship your return INSURED. If we receive your return broken, we will be unable to issue refund or credit.

Things to remember:
Unfortunately, we cannot guarantee any package sent back to us without a tracking number. This includes packages sent via USPS to an international or overseas destination. Therefore, we recommend that you choose a shipping method with a tracking number. If a retuned package is lost or damaged on its way back to us, you are reponsible for filing a claim with the carrier.

 

     Shipping Policies

Shipping

Shipping costs are calculated automatically by our system according to the weight and shipping address destination. Shipping costs are not included on the product prices listed on the Site.

If an address is submitted incorrectly, or the address is changed during the transit of package(s), and there are additional charges made by the freight or shipping company, the additional charge will be charged to customer.    

Orders with more than 6 boxes may ship via a Freight company.  Additional services requested by customer, such as the use of a forklift or inside delivery, may incur additional charges to customer.  MexicanTiles.com reserves the right to charge your account for charges made above the paid shipping on order.

Delivery Times and Shipping

MexicanTiles.com attempts to ship within 2 business days, unless product is not on stock. Orders placed on weekends or holidays are shipped within the next two following business days. Holidays will delay delivery of items.

All orders will be shipped via UPS (United Postal Service) or freight company depending on the package's dimensions and destination. Unless, you specify another carrier, and arrange the pick up.

ups transit time

UPS Ground service time-in-transit to deliver your order from MexicanTiles.com, after your order has been processed and shipped from our San Diego, California facility.

Out of Stock Items & Backorders

We attempt to have an accurate and updated inventory of our products to provide you with their availability. In the unlikely case that a product is out of stock, we will notify you by the next business day. At this point, you will have the option to cancel the order or place it on backorder. Most backorders are fulfilled within three to five weeks. Please call us before placing an order if you have any questions about this policy. If you backorder is not completed within the allotted time you may choose to cancel, or continue to wait. You may choose to have MexicanTiles.com ship portions of an order, or consolidate the order with the backordered products. Your remaining or complete order will be shipped as soon as the product(s) arrive(s) to our warehouse.

 

     Special Orders

If you do not see the item, size, or color you have been searching for, please e-mail or call us. We may have it in stock, or we will try to get it for you. Special order items are not returnable.  Most special orders are completed in three to five weeks.

 

     Colors

We have made every effort to display as accurately as possible the colors of our products that appear at the Site. However, as the actual colors you will see depend on your monitor, we cannot guarantee that your monitor's display of any color will be accurate.

 

     Out of Stock & Backorders

We attempt to have an accurate and updated inventory of our products to provide you with their availability. In the unlikely case that a product is out of stock, we will notify you by the next business day. At this point, you will have the option to cancel the order or place it on backorder. Most backorders are fulfilled within three to five weeks. Please call us before placing an order if you have any questions about this policy. If you backorder is not completed within the allotted time you may choose to cancel, or continue to wait. You may choose to have MexicanTiles.com ship portions of an order, or consolidate the order with the backordered products. Your remaining or complete order will be shipped as soon as the product(s) arrive(s) to our warehouse.

 


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Prop 65 Warning: Some products sold at MexicanTiles.com have chemicals (lead) known to the State of California to cause cancer and birth defects or other reproductive harm.