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?
Most sales are final once your order ships, since inventory is allocated to you immediately. That said, eligible in-stock items can be returned within 30 days of delivery in original, unopened cartons, with approval from our team first. A 15% restocking fee applies and original shipping is non-refundable. We do not offer direct exchanges.
If your order arrives damaged, defective, short, or incorrect, that is a separate process from a standard return, and it is not subject to the final-sale terms above. See "What if my order arrives damaged?" below, or our full Refund Policy for details.
What if my order arrives damaged?
Freight is rough, even on a well-packed pallet. Inspect your shipment as soon as it arrives, and if you can, before the driver leaves. Note any visible damage on the delivery receipt or Bill of Lading before you sign for it.
Then email us at infohaus@bsd.group within 48 hours with photos of the damaged tile, photos of the packaging, and your order number. Keep the packaging until we've resolved the claim. We'll confirm the damage and send a replacement at no cost.
How much extra tile should I order?
Order 15-20% more than your measured square footage. That covers normal cuts and layout waste, and means a tile or two lost to transit never stalls your install. Confirm your exact take-off with your installer before ordering, and keep any leftover full boxes in case you need a repair later.
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.