Frequently Asked Questions

We accept returns within 30 days of delivery for eligible tile products in their original condition. Items must be uninstalled, unused, and in original packaging to qualify. Slabs, special orders, clearance, final sale, and custom-fabricated materials are non-returnable.

To begin a return, email our team at info@shopimperialtile.com with your order number, item(s) you wish to return, and reason for return. We’ll respond within 1–2 business days with next steps and return instructions.

Yes. A 15% restocking fee applies to all eligible returns. This fee covers the inspection, handling, and repackaging of returned materials.

Yes, customers are responsible for return shipping and all associated costs. We recommend using a trackable shipping method and insuring your return, as Imperial Tile & Stone is not liable for lost or damaged return shipments.

No, slabs and special orders are final sale and cannot be returned or exchanged. We strongly recommend ordering samples or visiting our showroom prior to final purchase to ensure the product is right for your project.

Please inspect all shipments upon delivery. If you notice damage or receive the wrong item, notify us within 24 hours with photos of the product, packaging, and a copy of the delivery receipt. Claims cannot be processed without proper documentation, so it’s important to note any visible damage with the delivery carrier before signing.

In most cases, exchanges follow the same process as returns. Once your return is received and inspected, a new order can be placed for the desired item(s). Return credit (minus fees) will be applied to your original payment method.

Refunds are typically processed within 7–10 business days of receiving and inspecting the returned items. Funds will be returned to your original payment method. Please note that shipping fees are non-refundable.

We get it; ordering a little extra is part of good planning. Unused, full cartons of eligible tile may be returned within 30 days, subject to the standard return policy. Slabs, remnants, and open cartons are not eligible for return.

Browse our curated collection of luxury tile, marble, quartzite, and porcelain slabs at shopimperialtile.com, add your selections to cart, and follow the secure checkout process. For large-scale or custom orders, we recommend contacting our design team for a personalized quote.

You’ll receive an order confirmation via email, followed by a shipping confirmation once your order is dispatched. For slab orders, a team member will contact you within 1–2 business days to coordinate white-glove delivery or freight logistics.

Shipping costs vary by product type, weight, and destination. All shipping charges are calculated at checkout. Freight costs for oversized items such as slabs or large format tiles will be confirmed post-purchase before your order is shipped. We never upcharge on freight—only what our carrier charges.

Slabs and large orders are shipped via LTL (less-than-truckload) freight carriers. Curbside delivery is standard, and someone must be available to inspect and sign for the shipment upon arrival. White-glove or inside delivery may be available for an additional fee. Contact us for a quote.

Yes! Local pickup is available from our North Hollywood location. Choose “Local Pickup” at checkout and we’ll notify you when your order is ready.

At this time, we only ship within the continental United States. For orders outside of this area, please contact our team to explore custom freight options.

Please inspect your order immediately upon delivery. If you notice visible damage or missing items, note it on the delivery receipt and take photos before signing. Claims cannot be processed without this documentation. Notify us within 24 hours to initiate a claim or replacement.

Yes—we can hold your order for up to 14 days free of charge. For longer holds, storage fees may apply. Let us know your timeline in the “Order Notes” section at checkout or contact us directly after ordering.

Yes. Once your order ships, you’ll receive tracking information via email. For freight shipments, tracking may include a Bill of Lading (BOL) number and carrier contact info.

In many cases, yes. Rush processing and expedited freight may be available for an additional fee. Contact us directly at (818) 605-1473 to confirm availability and pricing based on your location.

While rare, transit delays can occur. If your tracking hasn’t updated in 3 business days or your shipment is past its expected arrival, contact our Design Concierge Team at (818) 605-1473 and we’ll work directly with the carrier to resolve the issue promptly.

Whether you’re dreaming up your next design masterpiece, sealing the deal on slabs, or just figuring out freight, you’re in the right place. We’ve stacked our most frequently asked questions—about shipping, returns, stone care, trade perks, and showroom visits, all in one sleek spot. If you don’t see what you’re looking for, don’t worry—we’re just a click, call, or showroom stroll away.

Yes. We offer complimentary design consultations both in our North Hollywood showroom and virtually. Whether you’re a homeowner embarking on a renovation or a designer sourcing for a luxury project, our in-house specialists are here to help you select the perfect materials, finishes, and layout combinations that match your vision.

Our expert team will walk you through options tailored to your style, space, and project goals. From marble statement pieces to porcelain slabs and coordinating tile layouts, we help you visualize the full picture—color palettes, grout lines, edge details, and even moodboard inspiration. You'll leave with clarity, confidence, and material samples in-hand.

Walk-ins are always welcome, but for dedicated time and personalized service, we highly recommend booking an appointment in advance. This ensures we can reserve samples, prep design boards, and have a specialist ready just for you.

Absolutely. We encourage collaboration. Bring your floor plans, swatches, Pinterest boards, and your team. We’ll turn your vision into a tangible, achievable material plan.

Yes. We can assist with product layout suggestions, pattern options (like herringbone, bookmatching, or slab sequencing), and even provide installer-ready spec sheets. While we don’t offer installation services directly, we’ll ensure you or your contractor has everything needed for a smooth execution.

100%. That’s what we’re here for. Whether you're overwhelmed by choices or just need a second opinion, our design experts are trained to guide you from inspiration to installation with ease.

Use a pH-neutral stone cleaner and a soft cloth or mop. Avoid acidic or abrasive products—no vinegar, bleach, lemon juice, or scrub pads—as they can damage the surface, especially on marble and polished finishes.

Etching is surface dulling caused by acidic substances reacting with calcium in the stone (e.g., wine, citrus, tomato sauce). It often appears as a whitish mark on polished surfaces. To prevent etching, wipe up spills immediately, use coasters, and apply a high-quality penetrating sealer every 6–12 months.

Yes. Quartzite is a naturally hard, dense stone that resists scratching and etching better than marble. It’s ideal for high-traffic areas like kitchens or commercial spaces. However, it should still be sealed to protect against staining.

For polished finishes, use a soft microfiber cloth and a pH-neutral cleaner formulated for stone or tile. Avoid oily soaps or general-purpose cleaners, as they can leave residue and streaks. Buff dry with a clean towel for a brilliant finish.

Matte and honed surfaces offer a soft, natural look but may show fingerprints, water spots, or oils more easily. Clean regularly with a non-acidic cleaner and avoid wax-based products. For high-use areas, resealing may be required more frequently to maintain stain resistance.

No. Porcelain slabs are non-porous and don’t require sealing. However, grout lines should be sealed to prevent staining, especially in wet or high-use environments.

Typically every 6–12 months, depending on usage and product type. Water test: Sprinkle water on the surface. If it darkens quickly, it’s time to reseal. We recommend using a high-quality impregnating sealer suitable for the specific stone.

Avoid using steam mops on natural stone or large-format slabs, as heat and moisture can degrade sealers and compromise installation. For outdoor pavers, pressure washers may be used carefully, but always check with your installer or consult our care guides first.

Light surface marks may be removed with a stone-safe polish or poultice. Deep scratches, chips, or stains often require professional restoration. Contact our Design Concierge Team at (818) 605-1473 and we can recommend trusted stone care specialists in your area.