Shipping and returns
Shipping costs are based on weight and destination, there can be price breaks when an order reaches higher weights. If ordering over 75 sheets of most items, call for an actual shipping quote.
Order Quantity: There is no minimum order quantity for any of our stocked glass tile lines (with the exception of some sale items).
Shipping Lead Time: Orders will generally be processed within 1 to 3 business days for in-stock items (not including shipping transit time) and will be shipped upon verification of funds. All expedited orders must be received by 11:00 a.m. Pacific Standard Time or they will not be shipped until the next business day. Expedited orders shipping from the Miami, FL warehouse will ship the next business day.
Shipping Estimates: Hakatai makes every effort to minimize the cost of shipping. The shipping estimate provided on the Hakatai website or by a Hakatai customer service representative is based upon the information you provide regarding delivery location type and required services. The exact definition of delivery location type is ultimately at the discretion of the delivery driver. In the event that an additional charge is incurred and billed to Hakatai, this additional amount may be charged back to the “bill to” party on the invoice. These charges will be due and payable upon receipt.
Canadian Shipping: Shipments into Canada will not reflect brokerage charge, GST or other taxes in the order total. FedEx will collect duties and taxes upon delivery. Payment for Canadian orders will be accepted by credit card only.
Paying by check: If you are paying by check your order will not ship until after we receive your payment. Please await our confirmation via e-mail or fax with all check orders.
Return Policy: If you are not satisfied with your non-custom product we will gladly refund your money or credit your account (excluding shipping in either direction), less a 25% restocking fee. You will be credited only for the tiles received in excellent resalable condition, which requires careful re-packaging of the tile before shipping back to Hakatai - even if the boxes you received have not yet been opened. ALL RETURNS MUST BE AUTHORIZED, and are not accepted after 30 days from ship date.
Unauthorized returns will be charged a 50% restocking fee.
Please Note: All custom orders are non-cancelable, non-refundable, non-alterable and non-returnable. All glass tile samples, sample boards and swatch kits are non-returnable and non-refundable. All discontinued, clearance and sale items are non-returnable and non-refundable.
Order Cancellation Policy: If you would like to cancel an order, please contact us within 2 hours from the time your order was placed. Cancellation requests received after your order has been processed will be subject to our return policy.
Damaged Tile: If the tile you have received from us is damaged, you must inform us within 10 days after you have received it. If we do not receive notification of the damaged tile within 10 days, we will not be able to refund the cost of the tile and freight. This is due to UPS claim policies.
Variation of shades is inherent in the manufacture of glass tile. Once our inventory is depleted of one shade we begin selling from the inventory of a new shade, which will not exactly match the previous shade. Therefore, reorders for the same shade cannot be guaranteed.
To proceed with a return please call 888-667-2429 or e-mail us at email@example.com