Just as important to us as the outstanding tiles that we sell is our commitment to you, our customers. We believe our product is simply an extension of our integrity and hard work. By transforming homes and businesses into something spectacular, we're helping people enjoy their lives a little more, and that means the world to us!
Our ProCeilingTiles.com team is here to help with any questions you have, so just give us a call at 1-855-376-5060 and we'll help guide you in finding the perfect tile for your project. We're also happy to answer any questions you have regarding the information you'll find below.
by Credit Card - Online or over the phone:
by Check or Money Order - Mail
After you've loaded your cart and filled out the information requested in Step 1 of the checkout process, select Check as your payment option and proceed. Print the confirmation invoice and mail it with your Check. You will receive a confirmation email from us after your checkout experience. For assistance, please call 1-855-376-5060 or email email@example.com.
Send Checks and Money Orders to:
2510 Stanley Gault Parkway
Louisville, KY 40223
by Other Online Services -
In accordance with state laws, ProCeilingTiles.com collects sales or use tax in states where we have either an economic or physical presence. Sales or use tax, if applicable, will be calculated based on the shipping address of your order and displayed for your review during checkout.
If you have a resale permit, or other form of exempt status, and your order is qualified to be free of sales tax, please call us and we will assist you.
We provide free ground shipping within the contiguous US.
What is the shipping method?
We use standard ground as our primary shipping method. Our warehouse is centrally located in Kentucky, so we can reach the East Coast in 2 days and West Coast in 4 days. For expedited shipping, call us and weíll be happy to provide you with a quote.
Shipping outside Contiguous US
Orders shipped outside of the contiguous USA (Alaska, Hawaii, US territories and Canada) require shipping and handling costs, thus the order will be subject to these additional fees. Call us at 1-855-376-5060 for assistance when an order requires shipping outside of the contiguous US.
Customers will be contacted once actual shipping cost is calculated for specific orders. We do not collect/pay the broker and duty fees. Customer is responsible for all taxes, broker and duty fees. Canadian customers can expect a slight delay for ground packages to arrive as the packages are passed through customs.
If you require expedited shipping, please give us a call. We will look up available expedite options, provide the rates, and go over options best for you. To best serve you, please have the product number and desired quantity ready. Shipping promotions do not apply to expedited orders.
Too Large for Ground Carriers
Often times an order may be too large or heavy to be shipped with a ground carrier. In these cases, an order will ship using an LTL (Less than Truckload Load) common carrier (also known as freight).
Here is what you can expect from an LTL delivery:
- Shipment will be sent to the shipping address listed on the order
- The recipient listed on the order, or a responsible adult over the age of 18, must be available to sign for delivery.
- A lift-gate will be provided for shipments of 150 lbs or more. This requires the use of special trucks that will lower the merchandise down to the ground, and will be scheduled at the time of shipment.
- Delivery will take place from the back of the truck, where the truck is parked.
Note: Transporting the freight to a location outside the area behind the truck is considered Inside Delivery, and would incur additional charges. These additional charges are the customer's responsibility and are not covered by ProCeilingTiles.com (This includes the side of a house, the garage, inside a home, etc).
There are a few services that the LTL delivery can provide for an additional fee to complete. If you contact us prior to shipping, we can include the service on the delivery paperwork and add the fee to the order. The recipient is responsible for payment of these additional services. These services include, but are not limited to:
- Asking the driver to unwrap, uncrate, or unstack a freight delivery is considered Inside Setup. This also includes taking the packaging materials back with them even if they didn't unpackage the freight.
- Asking the LTL service to call for delivery appointment when shipping to a business
- Delivery to a address that does not match the shipping address of the order after the order has already shipped is considered Reconsignment
If any of the above services or any additional requests outside normal delivery procedure are asked of the delivery driver, they will be documented. The appropriate charge for the extra service will be your responsibility and can be billed to you directly from the LTL delivery company.
Due to the increased costs and handling for shipments outside of the US and Canada, we will only consider international shipments on orders with a minimum $1,000.00 purchase.
Procedures for requesting International Shipments:
- Minimum purchase total of $1,000 plus actual shipping costs plus a $50.00 special handling fee.
- All orders sent abroad must be paid in full by Certified Bank Check, Wire Transfer, or Paypal prior to shipping. No credit card purchases with the exception of Canadian issued cards. (Our credit processing company will not provide services for non-USA or Canadian issued cards, so we are unable to accommodate by credit card)
- Items must be shipped to the person who places the order. Absolutely no shipments to second parties or addresses.
- Request International shipments only by email sent to firstname.lastname@example.org, and include all of the following information:
- List all items you would like to purchase, including quantities, menu options, etc.
- Provide complete contact information and shipping address.
- Phone number and email address of purchaser.
At ProCeilingTiles.com, we know that projects take a while, and sometimes plans change. That's why, in most cases, we give our customers a 90 day grace period to return products. The products must be unused/new and in their original boxes.
Items that have been modified or installed will not be replaced, so please review all the contents upon delivery of your shipment for damage and verify that the items received are correct. Damaged items, or items shipped in error, that are not modified will be replaced promptly.
We donít charge any restocking fees, so with the exception of orders with quantity discounts (see below), we refund the full product price for any returned items. Any sales tax collected at the time of the order is also refunded. The return shipping cost is the customerís responsibility, but we are glad to help arrange the shipping back (just call us).
Partial Returns of Items with Quantity Discounts
When a ProCeilingTiles.com order qualifies for a quantity or bulk purchase discount, and a return is made which would disqualify the order for the applied discount, any applicable price adjustment will be made to the order and the balance, if any, will be deducted from the refund amount.
A refund involving an order that included a quantity discount can be examined in the following example:
Bill purchased 400 of a particular ceiling tile which cost $4.25 per tile (a $0.74/tile discount when purchasing 400 or more). His order also qualified for free shipping and he was not subject to sales tax. The order total was $1700.00.
After Bill finished his project, he decided that he did not need 30 of his tiles, and he wishes to return them. We must treat Bill's order as if he originally purchased 370 ceiling tiles, which means he would have not qualified for the $0.74 per tile quantity discount. If Bill had only purchased 370 tiles, the tiles would have cost $4.99 per tile and his order total would have been $1846.30.
In this particular case, Bill's new order total ($1,846.30) would actually be more than what he originally paid ($1,700.00). While we wouldn't charge Bill the difference when returning the tiles, we also wouldn't be able to provide any refund. It would be better for Bill to keep the tiles and save on the return shipping.
Non-returnable and/or Custom Products
The Imagination Series ceiling tiles are custom-made and are deemed non-returnable. Because they are custom-made, specific to your order needs, they do not qualify for a return and are final sale. The exception are the Pre-Designed layouts, A - T.
Wood, Leather, and Fabric Custom Tiles
The return policy for our Wood, Leather, and Fabric custom ceiling tiles differs from most of our products. These tiles are manufactured to your specific order. In the event of a return of these custom-made tiles, a 50% restocking fee applies and the cost of return shipping.
A few of our tiles are quite bulky and their shipping costs are very high. In order to keep prices low, while still offering free shipping, we are unable to accept returns for these tiles. You will be clearly alerted if you add one of these products to your cart.
What if my order arrives with damage?
If an item arrives damaged or if you receive an incorrect product, contact our customer service staff immediately, no later than 72 hours from the the delivery date, at 855-376-5060. Leave a message if after hours. Photos of the damaged item(s) should be sent to email@example.com. We're happy to replace the item(s) as soon as possible.
When and how will a customer be refunded?
If qualified products are returned within 90 days of the purchase, the customer's credit card will be refunded electronically. If products are returned toward the end of the 90 day period and the refund does not take effect within 90 days of the purchase date, the refund will be issued by check and sent via USPS. Returns may take up to 2 weeks to be processed once received at our warehouse.
Filing A Return
To return any product(s) please call us at 1-855-376-5060. You may also inquire information via email at firstname.lastname@example.org.
We encourage customers to use our return shipping labels to avoid any possible complications. For instance, if you use your own shipping account and the returned product arrives damaged or the package is lost, you will not receive a refund from ProCeilingTiles.com for the damaged/lost package. You would need to file your own claim with the shipping company.
Packaging Items for their Return
Please repackage the product in the original packing materials, just as you have received them, to the best of your ability. If the products arrive to us damaged due to careless packaging, you will be responsible for those damages. As an example, products thrown into a box with little to no packaging material may lead to the product shifting inside the box resulting in items arriving damaged. Also, retain the paperwork that the shipping company gives you, especially the tracking number. You are responsible for the items until we receive them.
Items should be returned to the following address:
2510 Stanley Gault Parkway
Louisville, KY. 40223
ProCeilingTiles.com, Inc. reserves the right to revoke any stated prices/availability and fix errors in pricing/availability. If an item is priced incorrectly, ProCeilingTiles.com reserves the right to correct the price. If the wrong stock count is published on ProCeilingTiles.com, ProCeilingTiles.com, Inc. reserves the right to correct the stock count at any time. If an incorrectly priced item is purchased and a customer's credit card or bank card is charged, a refund may be issued to that card. We will attempt to contact the customer to resolve the issue.
Ceiling tile "samples" are actually a full-sized 2'x2' or 2'x4' tile, unless otherwise indicated. Getting a single tile is a great way to make sure you're thrilled with your selection. If you have any questions or need assistance choosing which tiles to get samples of, please contact our sales team at 855-376-5060.
Information we collect
The personal information collected by ProCeilingTiles.com is for the purpose of fulfilling orders and serving customers. Information collected in the cart includes your name, shipping address, billing address, telephone numbers, e-mail address, and payment information such as your credit card number (we never store credit card numbers). We collect an email address so that we may send order updates. This website collects and stores (for a period of time) the IP addresses of our users for security purposes. An IP address does not divulge who a visitor is. Users may Like our Facebook page and any user information that is publicly accessible may be used in our marketing efforts. Users may enter to win prizes; to do so means that a user will have to relinquish contact information which we will store for the purpose of fairly fulfilling the prizes.
Credit Card Information
For your financial security, ProCeilingTiles.com does not keep record of your credit card number. That information passes through our system to the credit card processor and is never recorded within our database.
We track website visitors with Google Analytics. We use Adwords to advertise on Google's ad network and also "Remarketing" to advertise to internet users who've visited this website. Remarketing cookies help Google place relevant advertisements throughout your browsing experience on the web. Google, gives internet users the ability to set ad preference and opt-out of the remarketing network. Set your preferences here. Google also gives internet users the ability to set preferences for their other products. Visit www.google.com and learn how you can tailor your own Google experience.
Our LiveChat program tracks visitor trends while they use Proceilingtiles.com. Tracking includes IP address.
We give our customers the ability to publicly rate and review our service online. At the end of the checkout process, a pop-up may appear that asks the customer if they'd be willing to rate their experience with us. If the user agrees, they will be asked for their email address so that Google Review can send them the survey. Proceilingtiles.com does not supply Google Review with any customer information.
We employ third party companies to perform functions on our behalf. These functions include order fulfillment, package delivery, postal and e-mail delivery, data analysis, and credit processing. The third parties we contract for these purposes have limited access to your personal information and may not use it for other purposes. At no time do we share financial information with fulfillment companies.
UPS Corporate Headquarters
55 Glenlake Parkway, NE
Atlanta , GA 30328
942 South Shady Grove Road
Memphis, TN 38120
US Postal Service Headquarters
475 L'Enfant Plaza, SW
We reserve the right to disclose your personally identifiable information as required by law and when we believe that disclosure is necessary to protect our rights and/or comply with a judicial proceeding, court order, or legal process served on our Website.
Information we collect is never sold to third parties.
Users may opt-out of anything they've previously been opted-in. The various methods of opting-out will be posted on any publication that a user receives.