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? 

We understand that plans can change. Qualifying standard-stock tile can be returned for store credit, including selection changes and unopened surplus cartons. Contact infohaus@bsd.group within 14 calendar days of delivery and obtain written authorization before returning complete, unopened, sealed cartons in resalable condition.

A 15% restocking fee applies to store-credit returns. Refunds to the original payment method require separate written approval and carry a 30% restocking fee. Customers pay return freight; original shipping is nonrefundable. Samples, custom, made-to-order, special-order, limited-run, discontinued, clearance and final-sale products are excluded from voluntary returns.

For the full conditions and separate product-issue process, see our Return Policy.
What if my order arrives damaged?

Please inspect your delivery promptly. Report visible damage, shortages or incorrect goods within 48 hours, and note visible freight damage on the delivery receipt. Report concealed issues promptly after discovery.

Email infohaus@bsd.group with your order number, affected quantity, product or batch labels, and clear photos of the material and packaging. Keep the affected material and packaging, and do not install or alter disputed material during review.

We review the evidence before confirming the remedy for affected material. Confirmed defects or HAUS fulfillment errors are not subject to voluntary-return restocking fees. See our Return Policy for full details and consumer-rights protections.
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.