FAQ

Great question! All our products are sold by the carton, but priced by the square foot. At checkout, you will get your order total.

Ordering on our website is quick and easy. Browse our tile collection and select a product you like. On the product page, choose the number of boxes needed—each box covers a set amount of square footage, so be sure to calculate your total coverage in advance. Add the item to your cart, then proceed to checkout to review your order, enter shipping details, and complete payment. Once your order is placed, you’ll receive a confirmation email with your order details.

Absolutely. We encourage customers to order samples to ensure the product meets their expectations before placing a full order. Samples typically consist of one piece of tile. If the product is 12"x24" or larger, we offer cut 6"x6" pieces for color and texture reference.

Orders are typically processed within 24–48 hours of order placement. Orders placed outside of business hours or on weekends will be processed on the next business day.

Yes, you may cancel or modify your order within four hours of placing it. Orders placed outside of business hours or on weekends will be processed on the next business day, allowing changes within that time frame.

Soho Surfaces offers a Trade Professionals program for designers, contractors, and other commercial customers. Please fill out our Trade Partner Inquiry form HERE

Orders of 5 cartons or fewer ship for a flat rate of $79. Orders of 6 cartons or more qualify for free shipping.

Yes. You will receive an email confirmation after your order is placed, followed by a shipping notification once your order has left our warehouse. To track your order in real time, visit our Track Your Order page and enter the tracking number you received. If you have any questions regarding your shipment, please contact us at support@sohosurfaces.com.

All orders are securely packaged and shipped via an LTL freight carrier. Your shipment will arrive on a pallet, and the carrier will contact you to schedule delivery. Please inspect your order upon arrival and report any damage immediately. When your order arrives, it will be packaged neatly on a pallet and will be ready for installation.

Ground shipments typically arrive within 3–5 business days, while LTL freight deliveries generally take 7–10 business days. Please note that delivery times may vary based on order quantity, destination, and carrier-related delays.

Customers are advised to inspect all shipments promptly upon receipt to verify order accuracy and confirm that no damage occurred during transit.

Orders requiring palletization and shipment via LTL freight carrier are delivered by appointment and require an on-site recipient at the time of delivery. The carrier will contact you in advance to coordinate a delivery window that accommodates your availability. All LTL shipments include liftgate and residential delivery service, ensuring your order is delivered directly to your location regardless of destination.

We do not offer customer pickup.

Returns are accepted within 30 days of delivery. To qualify, all tile must be unopened, unused, and in its original packaging. Partial returns, opened cartons, and leftover material are not eligible for return. All returns must include the full original order quantity.

Return shipping costs and a 25% restocking fee will be deducted from the refund.

Exchanges are not offered. Customers may return eligible items in accordance with this policy and place a new order if desired.

If you receive damaged or defective tiles, please notify our customer service team within 7 days of delivery. Email us at support@sohosurfaces.com or call (469) 560-5111 with your order number and detailed photos of the affected tiles. We will assess your claim and work with you to resolve the issue, which may involve sending replacement tiles or issuing a refund minus any applicable fees.

The customer is responsible for the cost of return shipping for any returns initiated due to customer preference. For returns due to damaged or defective tiles, we will cover the return shipping costs. Please report any issues within 7 days of delivery.

Typically, refunds are processed within 3 to 5 business days.

The required quantity can be calculated by multiplying the length by the width of the installation area. For added convenience, each product page includes an integrated calculator to assist with estimating material requirements.

We recommend adding 10% extra for standard installations.

Yes, shade variation is present in all tile products. Some tiles are designed to be very uniform in color and pattern, while others intentionally feature variation to create a more natural or textured appearance. When shade variation applies, it is noted on the product page and may be described using industry variation ratings.

When choosing the right tile for your project, it’s important to consider where and how the tile will be used, such as on floors, walls, showers, or outdoor areas, and ensure it is rated for that application. The tile material—whether porcelain, ceramic, or natural stone—will affect durability, moisture resistance, and maintenance needs. Finish and slip resistance are especially important for floors and wet spaces, while tile size, layout, and pattern can influence the overall look, installation complexity, and material waste. You should also review shade variation, as some tiles are uniform while others are designed with natural variation. Finally, factor in maintenance requirements, budget, shipping considerations, and recommended overage to ensure you order enough material in one lot for a successful installation.

No, you can check out as a guest. However, creating an account allows you to track orders and save your preferences.

Yes, we use advanced security measures to protect your personal information and never share it with third parties without consent.

You can review our complete Privacy Policy using the Privacy Policy link in the site footer.