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.
PAYMENT METHODSby 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 sales@proceilingtiles.com.
Send Checks and Money Orders to:
ProCeilingTiles
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 offer free ground shipping on all orders within the US!
How fast does it ship?
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 we'll be happy to provide you with the available options and rates.
Freight Shipments
Some orders may be too large or heavy to ship with a ground carrier. In these cases, your order will ship via freight (large truck) with the following restrictions:
- Delivery is to the shipping address only and does not include inside delivery or setup.
- On most freight shipments under 150 pounds, the customer is technically responsible for removing the merchandise from the edge of the truck (many drivers offer to help, but are not required to).
- A lift-gate is included for shipments of 150 pounds or more; the trucking company will lower the merchandise down to the ground.
Shipping outside the US
Due to the increased costs and handling for shipments outside of the US and Canada, we will only conisder international shipments on orders with a minimum $1000.00 purchase. Procedures for requesting International Shipments:
- Minimum purchase total of $1,000.00 plus actual shipping costs plus a $50.00 special handling fee.
- All orders sent abroad must be paid in full by Wire Transfer 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. Absoluetly no shipments to second parties or addresses.
- Request international shipments only by email sent to intl@udecor.com, 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, know that projects take a while, and sometimes plans change. That's why, we offer a great return policy on all non-custom products:
- 90 day return window with no restocking fees
- Products must be unused/new and in their original boxes
- Customer is responsible for return shipping cost (we are happy to help arrange shipping)
- Partial returns where the quantity discount tier would change are refunded the difference between the original total and the total based on the kept quantity (see example)
Bill purchased 400 tiles @ $5.25 per tile (a $0.74/tile discount when purchasing 400 or more). His order total was $2,100.00.
Scenario A:
Bill finishes his project with 100 tiles left over and wishes to return them. So we treat Bill's order as if he originally purchased 300 ceiling tiles, which wouldn't qualify for the quantity discount, making his new order total $1,797.00 (300 x $5.99). Bill pays for the return shipping and $303.00 is returned to his credit card.
Scenario B:
Bill finishes his project with 30 tiles left over and wishes to return them. So we treat Bill's order as if he originally purchased 370 ceiling tiles, which wouldn't qualify for the quantity discount, making his new order total $2,216.30 (370 x $5.99). In this particular case, since Bill's new total would actually be more than he originally paid, we 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
Wood Custom Tiles
The return policy for our Wood 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.
Non-Returnable Tiles
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 orders@proceilingtiles.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
returns@proceilingtiles.com.
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.
Shipping Address
Items should be returned to the following address:
ProCeilingTiles.com
c/o Returns
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.
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.
Cookies
ProCeilingTiles.com uses cookies to track visitor trends, serve ads (as explained below) and serve your
visit session. Cookies are used to provide visitors with relevant information such as recently viewed
products.
Advertising
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.
Live Chat
Our LiveChat program tracks visitor trends while they use Proceilingtiles.com. Tracking includes IP
address.
Google Review
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.
Sharing
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
United States
www.ups.com
FedEx Corporation
942 South Shady Grove Road
Memphis, TN 38120
1-800-GO-FEDEX
www.fedex.com
US Postal Service Headquarters
475 L'Enfant Plaza, SW
Washington DC
1-800-ASK-USPS
www.usps.com
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.
Opt-In/Opt-out
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.
CEILING TILES
This Warranty Statement covers the following product lines:
- ProLite Series
- Designer Collection
- Legacy Series
- Heritage Series
- Grid Strips/Tape/Covers
- Soniguard Insulation
Warranty Statement
ProCeilingTiles.com guarantees that your ceiling tiles will be free from manufacturing defects for a
period of five years from the date of purchase.
Warranty Limitations
This warranty does not cover problems caused by improper installation methods. It covers only
installations done in accordance with the installation and handling instructions available on this
website. This warranty does not cover damage caused by improper maintenance or by use contrary to our
recommendations. This warranty does not cover normal wear and tear or shade changes due to exposure to
smoke, fumes, leaks, or abuse. This warranty does not cover labor charges. This warranty applies only to
material purchased by you, the owner, in unopened cartons for your own use and not for resale. This
warranty is not transferable and applies to the original purchaser only. Please Note: ProCeilingTiles
cannot guarantee that the published surface burning characteristics, fire resistance ratings, acoustical
performance, dimensional stability / sag, or light reflectance will remain as stated if the tiles are
painted. Painting will void this warranty & any certification(s). Painting will void UL approval for
installation under fire suppression sprinkler systems.
Difference from Photos
Differences between photographs and actual products purchased will occur due to the differences of monitor
display and variations from photography. This warranty does not apply for these differences.
Implied Warranties
There are no implied warranties, representations or conditions, except those required by statute, and they
shall not extend beyond the term of the warranty applicable to your purchase.
Consequential or Incidental Damages
We exclude and will not pay any consequential or incidental damage, loss or expense.
Legal Rights
This warranty gives you specific legal rights, and you may have other rights which vary by jurisdiction.
Defects
If a manufacturing defect does occur within the terms and conditions of this warranty, you will be
supplied with new material to replace the defective parts, subject to inspection and approval by
ProCeilingTiles. The replacement materials will be of the same or similar design and quality.
PRO-SERIES CEILING TILES
Warranty Limitations
This warranty does not cover problems caused by improper installation methods. It covers only
installations done in accordance with the installation and handling instructions available on this
website. This warranty does not cover damage caused by improper maintenance or by use contrary to our
recommendations. This warranty does not cover normal wear and tear or environmental impacts such as
sunlight or finish color changes due to exposure to smoke, fumes, leaks, abuse, or acts of God. This
warranty does not cover labor charges. This warranty applies only to material purchased by you, the owner,
in unopened cartons for your own use and not for resale. This warranty is not transferable and applies to
the original purchaser only. Note: We cannot guarantee that the published surface burning characteristics,
fire resistance ratings, acoustical performance, dimensional stability/sag, or light reflectance will
remain as stated if the tiles are painted.
Difference from Photos
Differences between photographs and actual products purchased will occur due to the differences of monitor
display and variations from photography. This warranty does not apply for these differences.
Implied Warranties
There are no implied warranties, representations or conditions, except those required by statute, and they
shall not extend beyond the term of the warranty applicable to your purchase.
Consequential or Incidental Damages
We exclude and will not pay any consequential or incidental damage, loss or expense.
Legal Rights
This warranty gives you specific legal rights, and you may have other rights which vary by jurisdiction.
Defects
If a manufacturing defect does occur within the terms and conditions of this warranty, you will be
supplied with new material to replace the defective parts, subject to inspection and approval by the
manufacturer.
DuraClean Tiles - Warranty Statement
The manufacturer of our DuraClean tiles guarantees that your tiles will be free from manufacturing defects
for a period of twenty-five (25) years from the date of purchase.
EchoGuard Fiberglass Tiles - Warranty Statement
The manufacturer of our EchoGuard tiles guarantees that your tiles will be free from manufacturing defects
for a period of five (5) years from the date of purchase.
Arena & Petra Mineral Fiber Ceiling Tiles - Warranty Statement
The manufacturer of our Arena & Petra tiles guarantees that your tiles will be free from manufacturing
defects for a period of five (5) years from the date of purchase.
Warranty Limitations
This warranty does not cover problems caused by improper installation methods. This warranty does not
cover normal wear and tear or damage due to exposure to smoke, fumes, leaks, abuse, or acts of God. This
warranty does not cover labor charges. This warranty applies only to material purchased by you, the owner,
in unopened cartons for your own use and not for resale. This warranty is not transferable and applies to
the original purchaser only.
DROP GRID CEILING FAN
Limited Warranty Statement
This Item is warranted to be free from defects in materials or workmanship for a period of one (1) year
from the original date of purchase under normal use. Within the warranty period, we will repair or replace
the product at our discretion. This warranty extends only to the original retail purchaser, and excludes
any damage to the product resulting from accident or misuse. This product is not covered, when used in a
commercial environment, for which it was not intended.
The above warranty is complete and exclusive. The warrantor expressly disclaims liability for any special, incidental, indirect, or consequential damages in connection with the purchase or use of this product or costs over the original purchase price.
Any implied warranties arising by operation of law shall be limited in duration to the terms of this warranty.
This warranty gives you specific legal rights and you may have other rights, which vary by jurisdiction.
WOOD TILES
Warranty Statement
Our Wood Ceiling Tiles are backed with a 3 year warranty which guards against fading, warping, or
yellowing.
Warranty Limitations
This warranty does not cover problems caused by improper installation methods. It covers only
installations done in accordance with the installation and handling instructions available on this
website. This warranty does not cover damage caused by improper maintenance or by use contrary to our
recommendations. This warranty does not cover normal wear and tear or environmental impacts such as
sunlight or finish color changes due to exposure to smoke, fumes, leaks, abuse, or acts of God. This
warranty does not cover labor charges. This warranty applies only to material purchased by you, the owner,
in unopened cartons for your own use and not for resale. This warranty is not transferable and applies to
the original purchaser only. Note: We cannot guarantee that the published surface burning characteristics,
fire resistance ratings, acoustical performance, dimensional stability/sag, or light reflectance will
remain as stated if the tiles are painted.
Implied Warranties
There are no implied warranties, representations or conditions, except those required by statute, and they
shall not extend beyond the term of the warranty applicable to your purchase.
Consequential or Incidental Damages
We exclude and will not pay any consequential or incidental damage, loss or expense.
Legal Rights
This warranty gives you specific legal rights, and you may have other rights which vary by jurisdiction.
Defects
If a manufacturing defect does occur within the terms and conditions of this warranty, you will be
supplied with new material to replace the defective parts, subject to inspection and approval by
ProCeilingTiles. The replacement materials will be of the same or similar design and quality.
TO MAKE A CLAIM
If you believe there is a defect in your product and want to make a claim under warranty, please notify:
ProCeilingTiles
2510 Stanley Gault Parkway
Louisville, KY 40223
1-855-376-5060
www.ProCeilingTiles.com
