Shipping & Delivery Policy

At Stone Tile, we’re committed to delivering your order safely and efficiently anywhere in Canada and the continental USA. Please note that ST2 Outlet products are available for shipping within Canada only.
We ship all tiles, surfaces, wood, and vinyl products nationwide, with flat-rate shipping in select regions and live carrier rates for all other areas.

 

Flat Rate Shipping Zones

We offer promotional flat-rate shipping in key metro areas. If your delivery address falls within one of these zones, the flat rate below will automatically apply at checkout, including orders containing ST2 Outlet products.
For all other regions across Canada and the continental USA, shipping is calculated using live carrier rates based on your location.

Region	Province	Flat Rate Shipping Fee
GTA & Surrounding Areas	Ontario	$149
Vancouver Area	British Columbia	$149
Victoria Area	British Columbia	$199
Kelowna Area	British Columbia	$99
Calgary Area	Alberta	$99
Red Deer Area	Alberta	$99
Edmonton Area	Alberta	$99
Fort Macleod Area	Alberta	$99
Montreal Area	Quebec	$99
Quebec City & Eastern Townships	Quebec	$149
Regina Area	Saskatchewan	$199
Saskatoon Area	Saskatchewan	$199
Winnipeg Area	Manitoba	$249

 

Order Processing & Pickups

• When your in-stock order is placed, our service team will contact you within 1–2 business days to confirm pickup or delivery details.
• Most inventory ships from our Toronto warehouse. If your order requires transfer to another location, we’ll notify you, transfers typically take 5–14 days.
• Once your order is ready, we’ll schedule a pickup or delivery time that works for you.

Backordered, Out-of-Stock, and Special Orders:

• When your item is backordered, out of stock, or special ordered, our service team will contact you within 1-2 business days to confirm that your order is on its way and provide a general estimated arrival timeframe. (Please note: these dates are subject to change due to factors beyond our control – i.e. manufacturing or transit delays)
• ST2 Outlet products are available in limited quantities and cannot be backordered or replenished. If an item becomes unavailable before your order is confirmed, our team will contact you and issue a full refund for the unavailable item.
• Once your product arrives in stock, our team will contact you again to confirm pickup or delivery arrangements.

 

Delivery Scheduling

• You’ll be contacted by our team when your order is ready to be handed off to the carrier.
• Residential deliveries are usually scheduled between 12 PM – 5 PM on your chosen delivery day.
• Sample orders ship via FedEx and do not require scheduling.

 

Curbside Delivery Policy

All deliveries are curbside only. Delivery drivers will not move materials into garages, homes, condos, storefronts, or backyards.
You or your labour team must be present to receive and move materials upon delivery.

• Orders typically arrive on a wooden pallet (4' x 4' or larger) and may come in multiple shipments.
• If your driveway is paved, dry, flat, and unobstructed, drivers can:
  • Leave the delivery on a driveway or loading dock
  • Bring pallets close to the garage door
• If your driveway is unfinished (mud, gravel, uneven) or blocked, drivers cannot:
  • Deliver beyond the curb
  • Navigate around vehicles, equipment or debris

Special delivery conditions (contact us within 24 hours of ordering):

If any of the following apply, email CustomerService-Toronto@stone-tile.com to note delivery conditions:

• Apartment complex or high-rise
• No semi-trailer access or turnaround
• Low hanging wires or trees
• Owner or authorized person unavailable for delivery

 

General Shipping Guidelines

• Do not schedule your installer until your entire order has been received and inspected.
• Weather, manufacturer schedules, or third-party carrier delays can affect delivery timelines.
• Stone Tile is not liable for missed installation appointments due to delayed shipments.
• Stone Tile handles deliveries in the GTA and all other deliveries are handled by third-party carriers; with third-party deliveries some dates are estimates only.

 

Delivery Inspection

Clients must inspect all deliveries upon arrival. Report any damaged, missing, or incorrect items within 24 hours to CustomerService-Toronto@stone-tile.com or 416.515.9000

Important:

• Note any visible damage on the driver’s receipt to help expedite claims.
• After delivery, it’s the client's responsibility to store products properly.
• Wood, laminate, grout, and mortar must be kept indoors in a climate-controlled area.
• Allow flooring materials to acclimate in the installation space before use.

 

Lead Times and Availability

• You’ll receive an email when your order is picked up by the carrier.
• Lead times depend on product demand and carrier availability; estimated fulfillment dates are not guaranteed.
• Check your order status online anytime on our Order Status page.
• If your order is being shipped to a store for pickup, review our Storage & Pickup Policy.
• ST2 Outlet products are available while quantities last. Product availability and fulfillment timelines are subject to confirmation by our team.

 

Return Shipments

Once an order has been dispatched, clients are responsible for all shipping costs, including return freight, storage, or re-consignment fees.

We kindly ask that you do not refuse delivery. Refused deliveries may result in additional shipping or re-delivery charges.

ST2 Outlet purchases are subject to Stone Tile's applicable return policy. Where returns are permitted, associated shipping charges will be handled in accordance with that policy.

Examples Include:

• Order cancelled after shipment
• Change of mind
• No one available at delivery
• Unsafe or obstructed delivery area
• Restricted community or gated access

 

Shipment Inspection Checklist

Upon receiving your shipment:

1. Count items against your purchase receipt
2. Inspect and verify type, quantity, model number, colour and dye lots
3. Open boxes to ensure all products are undamaged and accurate
4. For ST2 Outlet products, verify all quantities and product details before installation, as matching inventory may no longer be available.

 

Missing or Damaged Product

Visit our Damages Policy for next steps.

Please note that due to limited inventory, identical replacements for ST2 Outlet products may not always be available. Our team will review available resolution options in accordance with our Damages Policy.