FAQ

Is Peel Tile open to the public? Do you lend out samples? Do you cut tiles? What if I’m not able to load my order into my car? Can I send someone to pick up my order for me? Can I place an order over the phone? Do you accept cheques? Do you offer financing? Are items in stock at your location, or are they Special Order? I was informed that one of my products is on “back order”. What does that mean? Do you provide free estimates? Do I need an appointment to visit your showroom? I cant fit my order in my vehicle – do you deliver? What is your return policy? What happens if a product has a defect from the manufacturer, or is broken upon delivery? Do you provide installation services? Do you warranty your workmanship? What do I do if a product I purchased at Peel Tile becomes defective in some way, i.e. a leaky faucet? Do you offer Gift Certificates?

Is Peel Tile open to the public?

Absolutely! That is who our showroom is designed for. Our knowledgeable and friendly staff will show you around and provide you with helpful suggestions and choices for your renovation project. We also welcome all trade members, including contractors and designers.

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Do you lend out samples?

Of course! We encourage you to borrow samples of tile, hardwood, countertops, etc, in order to see how they look in your home. We loan them out with a deposit which is 100% refundable. For more information about our sample program click here

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Do you cut tiles?

Not at the moment. We hope to have this service available shortly. For more information click here

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What if I’m not able to load my order into my car?

You never have to load your own order. There is always someone here to do that for you.

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Can I send someone to pick up my order for me?

Yes. Many customers send their contractors to pick up their orders. Simply make sure your order is paid in full first, and then call ahead with the name of the individual who is picking up your order for you.

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Can I place an order over the phone?

Yes. If you know the details of the product you are after, you may call us and place your order over the phone. All orders require a 40% deposit, therefore please have your Via, MasterCard or Amex number ready, including the 3-digit CV number on the back of the card.

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Do you accept cheques?

Unfortunately we do not accept personal or company cheques. We do, however, take certified cheques, or you can pay by Visa, MasterCard, Amex, Debit, Cash.

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Do you offer financing?

We do! All purchases $1000 and over can be deferred for 1 year, No money down, No interest, OAC. Credit Applications are available in the store (approval in minutes) or download here. For more information click here

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Are items in stock at your location, or are they Special Order?

Most things are what we call “regular order”, and require only a few days to come in to our location. That being said, custom vanities or countertops can take as long as 3-4 weeks. Because we carry such a wide assortment of products and brands, lead times vary with each product type/manufacturer. If you have a deadline you are trying to meet, please inform your salesperson, so they can help you choose products that will be available in the timeframe you need.

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I was informed that one of my products is on “back order”. What does that mean?

“Back order” means the product you have selected, will take longer to come in than normal, due to production delays or transportation delays. When items are given “back order” status, generally, that means we cannot predict with any accuracy, their estimated time of arrival. We will provide you an approximate date, but these dates are notorious for fluctuating.

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Do you provide free estimates?

Yes we do! Click here to learn more.

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Do I need an appointment to visit your showroom?

You never need an appointment to shop with us; our showroom is always available for you to browse through. If you have a large project you are planning, and would like to sit down with a designer for an hour, though, you might want to call ahead just to make sure someone is available to dedicate their time to you. If you want to work with a particular designer, its always a good idea to call and check their schedule, to ensure they are working that day, and not already booked with appointments.

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I cant fit my order in my vehicle – do you deliver?

We provide delivery services within 200 km of the store. Charges vary by city. For rates and more information click here.

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What is your return policy?

View our full return policy back to top

What happens if a product has a defect from the manufacturer, or is broken upon delivery?

All claims must be made within 24 hours of pick up, in order for Peel Tile to take responsibility for the defect and thereby replace it.

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Do you provide installation services?

Absolutely. We have licensed installers who will install anything we sell. No job is too small or too large. We do everything from floor-laying, to electrical, to plumbing, to painting, to complete demos/renos. You can get a rough approximation of install costs by using our Quoting Tool. Or simply ask a salesperson for a general in-store estimate, or sign up for a detailed in-home estimate.

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Do you warranty your workmanship?

We offer a 5-year installation warranty on all of our projects. This is in addition to the manufacturer warranties provided for each individual product.

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What do I do if a product becomes defective in some way, i.e. a leaky faucet?

You should contact the manufacturer directly, explain the problem, and most times they will send a repair part to your home free of charge, or walk you through a self-fix solution. For a list of Manufacturer Help Lines, click here.

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Do you offer Gift Certificates?

Yes. Our Gift Certificates are redeemable for goods and services provided by Peel Tile, and they never expire! Gift Certificates are available in any denomination, in-store only. For more information click here.

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