Sample Shipping 

Sample orders typically ship within 2–3 business days via UPS or FedEx Ground. While we do our best to ship all samples together, some may ship separately if certain items are temporarily out of stock. For additional questions, please email support@renosource.co or schedule a consultation appointment.

Order Shipping 

Once an order is placed you will receive a shipping confirmation email with your tracking information. All orders ship throughout the United States via LTL (less-than-truckload) freight carriers. Once your order reaches the carrier’s local terminal, the freight company will contact you directly to schedule a curbside delivery date and time window. Orders are delivered palletized to the curb only. Boxes typically weigh 35–60 lbs each, so please plan ahead for assistance in moving materials from the curb to your space, as drivers are not permitted to bring materials inside or assist beyond curbside drop-off. Delivery timelines are estimates and may vary based on location and carrier availability. The carrier will confirm the final delivery window once your shipment is ready for local delivery.

Missed delivery appointments or refused shipments may result in storage, re-delivery, or return fees charged by the freight carrier. These fees are the responsibility of the customer.

Inspecting Your Delivery 

Customers are responsible for inspecting all shipments at the time of delivery for visible damage or shortages. Any issues must be noted clearly on the delivery receipt before signing and photographed while the driver is present. Failure to note damage or shortages at delivery may prevent us from filing a freight claim. If you notice any issues, please contact Reno Source within 48 hours of delivery with photos and written documentation. We’ll work quickly to resolve transit-related damage or shortages. Claims reported after this window cannot be processed, as carriers do not accept claims beyond that timeframe. Installation of materials constitutes acceptance of the materials. Please do not install materials if you believe to be in any way problematic. Once materials are installed we are no longer responsible. 

Returns 

We want you to love what you order. Because finish materials are a big decision, we encourage every customer to order samples before committing to a full order. If something does not work out, we have a straightforward return process outlined below.

Return Window

Merchandise purchased on therenosource.com may be returned within 30 days of the delivery date. All returns are subject to the conditions below and require a Return Merchandise Authorization (RMA) before shipping anything back to us.

Restocking Fee

A 15% restocking fee will be deducted from your refund on all approved returns. This helps us keep shipping costs low for everyone. Original shipping charges are non-refundable.

How To Start A Return 

All returns require an RMA number. To request one, email us at returns@renosource.com with the following:

•   Your order number

•   The item(s) you would like to return

•   Quantity being returned (full cartons only)

•   Reason for the return

We will issue your RMA within 2 business days. Once you have it, you have 30 days to ship the product back to our warehouse. Returns received without a valid RMA will not be processed.

Return Requirements 

For a return to be accepted:

•   Product must be in its original, unopened packaging and in full, sealed cartons.

•   Product must be undamaged, uncut, uninstalled, and in resalable condition.

•   Return shipment must be received at our facility within 30 days of RMA issuance.

•   Customer is responsible for return shipping costs and for ensuring the shipment is properly packaged and insured. We are not responsible for product damaged in transit back to us.

Refunds 

Once we receive and inspect your return, we will process your refund within 7 to 10 business days. Refunds are issued to the original payment method. The 15% restocking fee and any original shipping charges will be deducted from the refund total.

You will receive a confirmation email when your refund has been issued.

Cancellations and Changes 

Need to cancel or modify an order? Contact us immediately at support@renosource.co with your order number. If the order has not shipped, we can cancel or adjust it at no charge. Once a tracking number has been assigned, the order is considered shipped and cancellations will be treated as a return, subject to the 15% restocking fee plus return shipping costs.

Please do not refuse delivery. Refused shipments will be treated as a return and all restocking fees and carrier charges will apply.

Damaged, Defective, or Incorrect Product 

Tile is fragile. Despite best efforts, breakage can happen in transit. If your order arrives damaged, defective, short, or incorrect, contact us within 2 days of delivery at support@renosource.co with the following:

•   Order number

•   Description of the issue (breakage, defect, shortage, wrong item)

•   Photos clearly showing the damage or issue

•   Confirmation the product has not been cut or installed

We will work with you to make it right, whether that means a replacement shipment or a credit. Once product has been installed, we are unable to accept claims for damage or defect.

Exchanges 

We do not offer direct exchanges at this time. If you need a different product, simply return your original order using the process above and place a new order.

Questions 

Our team is here to help. Reach us at support@renosource.co and we will get back to you within one business day.