Frequently Asked Questions
Find answers to common questions about ordering tile, natural stone, porcelain, and other building materials from Surface Group International. Can't find what you're looking for? Contact us — we're happy to help.
Ordering & Pricing
What is the minimum order quantity for tile and stone?
The minimum order is one unit of sale. If a product is sold by the box, the minimum order is one box. If sold by the pallet, the minimum is one pallet — and the same applies to products sold by the piece. The unit of sale is displayed on each product page next to the price.
Are the listed prices final?
Due to ongoing changes in tariffs and transportation costs, listed prices may not always reflect the most current vendor pricing. We reserve the right to adjust pricing on orders where the cost has changed significantly. For confirmed pricing on large orders, please contact us before placing your order.
Are discounts available for large orders?
Yes — we offer volume pricing on larger orders of tile, stone, and other building materials. Discount availability depends on the product, vendor, and order size. Contact us with your project details and quantities for a custom quote.
Shipping & Delivery
How does shipping work for building materials?
Shipping costs depend on weight, dimensions, delivery location, and current freight market conditions. At checkout, we provide an estimated shipping rate based on the best available carrier data at that time.
Because freight rates fluctuate — especially for heavy materials like porcelain tile and natural stone — the final shipping cost may differ from the checkout estimate. If there is a significant difference, we will contact you before processing your order so you can decide how to proceed.
For large or time-sensitive orders, we recommend contacting us for a confirmed shipping quote before placing your order.
How long will it take to receive my order?
Lead times vary by product and vendor. Each product page displays an estimated lead time — typically 7 to 10 business days for in-stock items and 14 to 21 business days for special-order materials. After your order ships, transit time depends on your location and the shipping method.
Samples
Can I order samples before buying?
Yes. Our sample program lets you see and feel materials before committing to a full order. A $35 rebatable service fee applies per sample. After your sample ships, you will receive a $35 discount code valid for any purchase of $300 or more. Codes are stackable and valid for 12 months.
Look for the "Add Sample" button on eligible product pages, or visit our Sample Program page for full details.
Returns
What is your return policy?
Return eligibility and conditions vary by vendor and product type. Some vendors allow returns under specific conditions, while others do not accept returns at all. We cannot guarantee that any product will be returnable.
If you need to return materials, please contact us with your order number and product details. Our team will coordinate with the vendor and let you know whether the material qualifies for return, any applicable fees, and the return process. For more details, see our Refund Policy.
Product Information
What should I know about natural stone tile?
All natural stone dimensions are nominal — actual sizes may vary slightly from piece to piece. Color, veining, and texture will also vary because each slab and tile is unique. This natural variation is a characteristic of marble, travertine, limestone, and other natural stones, not a defect.
If your project requires exact measurements, we recommend ordering a sample and contacting us before purchasing.
Trade Program & Professional Accounts
Do you offer trade pricing for design professionals?
Yes. Our Trade Program offers exclusive pricing for architects, interior designers, contractors, builders, and other industry professionals. Trade members receive discounted rates across our entire catalog of tile, stone, and building materials, plus priority order processing, dedicated support, and early access to new collections.
To apply, visit our Trade Program page and complete the application. Approval is typically within 1–2 business days.
Contact
How can I contact Surface Group?
You can reach us by email at order@surfacegroup.com or by phone at (847) 713-2373. You can also use our Contact Us form. Our team is available Monday through Friday, 8:00 AM to 4:30 PM CT. Our showroom is located at 201 S. Lageshulte St., Barrington, IL 60010.
Still have questions? Our team is ready to help with your project.
Get in Touch