Frequently Asked Questions
How long will it take to receive my order?
Most in-stock tile and accessories are processed from our Los Angeles warehouse within 3 business days after payment confirmation.
Samples ship every Tuesday.
After your order is picked up, UPS Ground usually takes up to 10 business days. Freight orders usually take 7–14 business days after pickup is scheduled.
For backordered, pre-order, or in-transit materials, we’ll show the estimated lead time on the product page or confirm it with you before fulfillment.
How much does shipping cost?
We keep shipping as clear as possible:
• Samples and small decor orders: Flat rate $10 via UPS Ground
• Regular tile orders: Fixed regional freight rate + $0.50/lb
• Tile + sample orders: Regular tile freight rate + $10 for the sample shipment
• Tesserae Tile Tables: Fixed $70 shipping rate
For full tile orders, shipping is calculated like this:
Fixed regional freight rate + $0.50 per pound (More Details Check Shipping Policy)
The fixed rate depends on your delivery ZIP code. The weight charge depends on your total order weight.
Your final shipping cost will be shown at checkout.
Why is shipping so expensive?
Tile is heavy, fragile, and must be packed securely to arrive safely. Most full tile orders are palletized, shrink-wrapped, and shipped through LTL freight instead of standard parcel shipping.
We use freight because it is the safest and most reliable way to move heavy material. Each box of tile can weigh approximately 35–40 lbs, and full orders often become too heavy or fragile for regular package delivery.
Our freight pricing is transparent: your delivery ZIP code sets the fixed regional rate, and your order weight adds $0.50 per pound. This helps keep shipping tied to the real cost of moving the material instead of hiding it inside product pricing.
For smaller projects, we recommend ordering thoughtfully and accounting for overage, since add-on orders can create additional freight costs later.
Can I track my order?
Yes! Once your order ships, you will receive a confirmation email containing a tracking number. You can use this tracking number to check your shipment status and estimated delivery date. If you have any questions on tracking, please contact infohaus@bsd.group
Can I return or exchange my tiles?
All sales are final once payment has been received. Refunds or exchanges are not permitted, as inventory is allocated immediately after receiving your order. If you have a special case, please visit Refund Policy.
HAUS does not accept returns of opened or unopened tile boxes to guarantee pristine quality for all our customers. This policy ensures that you always receive tiles in perfect condition.
Can I pick up an order at your warehouse?
Free pick-up appointments are available for all local orders.
Pickup hours are by appointment only, Monday-Friday from 9am-5pm.
After you've placed your order through our website, our team will reach out once your order has been processed and your tiles are ready for pickup. Our warehouse requires a pickup appointment scheduled at least 2 business days in advance.
To schedule your pickup, please email us at infohaus@bsd.group with your order number, or call us at (562) 286-0626.
Can I visit your showroom?
Our showroom is located in Paramount, California (the same location as pickup) and is available for in-person meet-ups upon request.
Please contact us at least 24 hours beforehand to schedule a meeting at infohaus@bsd.group or call us at (562) 286-0626.